Customer Service Representative - Administrative Assistant. No credit card required — just enter your email and try LiveChat for 30 days for free! And above all, keep your website up-to-date to reflect exactly what the customer is about to receive. They were the center of the market and there was always a demand for their product.
1. Be Helpful
I hope this post will help you handle them better. Once you set up an official contact email for your company, customers will start sending you messages. You will love it at first, but soon you might be floating in the flood of incoming emails.
How not to drown in them? You might google for help desk software or ticketing system, find modern solutions likeDesk, Tender Support, Zendesk or Parature and start comparing them in details like features, design, prices, etc.
All these pieces of software are like a discussion board between customer service and the customers and all of them eventually must take care of the same thing — help you organize and manage the email communication between your business and its customers. The story behind ticketing software starts with issue tracking systems.
They were used mostly by software companies to track bugs and errors reported by users. The technicians would later check those errors and try to fix them, while the issue tracking system was used as a communication platform that kept all requests and tickets organized with appropriate statuses — reply required, awaiting comment from the user, solved, etc.
Although it may seem technical, using such software in its simplified version is very convenient and does not require technical knowledge from support operators nor customers. Ease of use actually helps in adoption of this kind of tool in non-technical scenarios: Ticketing systems are the polar opposite of phone support. Messages carry much less emotions and can be understood differently by involved parties.
When it comes to problem solving, help desks are quite slow. Zendesk reports that an average first response time through help desk is over 21! The challenge of using it is to find the compromise between prompt responses and actual solutions to the problems. Another true advantage of ticketing systems comes with their mobility. Powerful tablets and smartphones and developers of the cloud-based applications did not leave any customer support team waiting.
Questions can be answered anytime you want and everywhere you want, without people even knowing you are not in the office! Process of adding a help desk to the website is quick and painless. Signup process takes seconds and a moment later your shiny help desk software is almost ready to use.
Make sure the entire support team is involved and that new piece of software matches your website visually.
Adding a company logo is a good start, but later you might want to adjust the template of the emails and design of the help desk itself. However, agents need to remember that there are many starting points for the conversation. Customer Power grows stronger over time infographic via desk. A tweet, a Facebook comment, an email or an old-fashioned online form can turn into an issue report in a second.
Otherwise it will definitely be heard outside of it, by other customers and your competitors. Live chat software makes customer service truly real-time. Customer psychology proves that people often buy under an impulse of a moment. Emotions often affect our actions, we also do spend more money while happy and in good mood. Just as brick and mortar shops use lights, music and colors to make us put more into our shopping cart , online sellers have their methods and tools to convince a potential buyer into placing an order.
Email exchange puts this moment off in time for hours. Potential buyer is already gone when his message will be read and answered and the phone call creates barriers in technology and costs. Live chat software promotes immediate communication directly on the website where customer is about to click the Buy button.
You can select from the entry-level and free services, good for bloggers and freelancers with no budget, like Olark and SnapEngage , as these tools allow connecting the chat service with existing IM accounts. For small and medium businesses, the previously mentioned chat software will become insufficient, so companies with at least several people onboard will quickly look at more advanced solutions.
LiveChat or LivePerson offer native apps for desktop and mobiles plus more features dedicated specifically for best online customer support and maximizing online sales. Live chat software is a proven way for improving sales without increasing website traffic. The decision about choosing the right application that impacts the results, and consequently, the future of the business. Take your time while looking at different tools. Play with software for a while, pay attention to details like design, end-user experience and ease of use.
It will all pay off later. Think about the live chat implementation scenario — a role you see for a chat app in your business. Before you even ask a web developer to set up your new chat software, make sure that you have enough traffic on the website.
If yes, you are good to go. If not, Google Adwords campaign and search engine optimization will be a better way to spend your money. How much traffic is enough for live chat, you might ask. In some cases, businesses might not be receiving enough chats to justify the cost usually a couple hundreds of visits each month. This applies to companies with wider offer but lower margins, e. Adding live chat is pointless on a website without traffic.
Ad campaigns and improving SEO makes more sense for these websites. On the other hand, for real estate or law firms, one customer can bring a lot of profit and there are probably not that many daily visitors of their websites, but each one is of huge value. Chat is a good fit here as even with visitors a day, it can pay off quickly. Several hundred dollars-worth sales after the chat is more than enough to cover the expenses for a monthly chat subscription.
That code is responsible for monitoring customer activity in real-time, inviting online visitors to chat and obviously for the actual chat. Your web developer will take care of this part in minutes. Add a logo, make sure the colors and design are exactly the same, use real names and pictures of your customer service staff. This will make the website and the chat look professional and your business will be perceived as transparent, reliable and trustful.
All companies using chat on their website need to remember that this is a promise of an immediate help and a guarantee of an access to well-skilled advisor. Important factors are wait times: People working with online visitors using live chat solution are more efficient than sales clerks in a grocery store or call center agents. They are able to handle multiple conversations at once and keep the quality high.
Making use of special tools like canned responses or customer message preview makes their work even more comfortable. Text communication has a few constraints for the users. Staff needs to use proper language, which includes spelling there are spell checkers available though , grammar and style. It should match the language used on your website. Online skateshop salesmen will probably use an informal style in their chats with customers. At the same time, dentist appointments will be made in a more official form.
Live chat etiquette is similar to the etiquette of the entire cyberspace. There are certain lists of live chat best practices that cover multiple aspects of communication and settings that will tell you:. No credit card required — just enter your email and try LiveChat for 30 days for free! That is one of the reasons customer questions go unanswered. In comparison with the tools mentioned above, social media is the new kid on the block.
Most of the businesses use it to keep feeding followers with promotional content. They are often forgetting that a monologue has nothing to do with communication. We already know that people share their negative experiences much more often than the positive ones. Online, it is a different story. For modern companies, social media becomes a front line of customer service.
There are 2 ways the support situations can be handled:. We need to be remember that, in both of these cases, time of reaction matters, so being quick and thorough with replies usually earns you some extra credit. According to research, social media becomes a front line of customer service.
The thing you need to be aware of when using social profiles for customer service is that the community is always watching. Social media is the most transparent communication method as all questions and answers are personalized and public. Another thing to remember is that deleting negative comments and complains gets you nowhere. It does not solve the problem of an unhappy person and if it is seen by the community. It will unleash a storm of criticism. Try to respond and help that person instead, no matter how angry he or she got.
Facebook brand pages naturally turned into an interaction place for customers and brand owners. People leave a lot of questions on the walls of their favorite or hated brands, while companies that care about their good image or those who try to save it respond there.
This natural communication process created a demand for Facebook customer service apps, so the social media employees could manage the communication in an easy and convenient way.
The introduction of Facebook Timeline has only strengthened this trend as the external apps can now use Messages feature to connect to customers visiting a brand page. Since growing number of customers posted questions about their orders, another brand page ASOSHereToHelp had been used for interaction between customers and the customer care team.
Helping customers is an easy task for a business with a couple of thousands of followers. Simple replies to wall posts or to messages is enough. These companies need dedicated tools. Facebook Customer Service Tools. Apps from UserVoice , GetSatisfaction and LiveChat all make it easier for customers to contact businesses on a brand page. At the same time, for customer service reps, they turn Facebook page into another entry point.
BotEngine - chatbot platform chat. Resolve problems right as they appear. With LiveChat, you will be able to answer seconds after the question is asked, which makes for one amazing customer service.
Your customers will know exactly what to do to reach you. The same design philosophy makes our applications so agent-friendly. No need for weeks-long training — you can learn the essentials within minutes. You can get all the information you need to handle a case and resolve it in one touch through LiveChat. When was the last time you had a phone call with 6 customers at the same time? You can easily service several customers at the same time. LiveChat comes with a range of reporting and managerial options that will allow you to fine-tune your customer service.
It crunches all the numbers for you so that the next step toward better support is always visible. Nothing beats chat when it comes to customer satisfaction.
No other channel offers the same kind of convenience and effectiveness as a quick chat.
The fastest way to service your customers
Customer service can be a really intimidating topic if you are just starting. To set up a customer service department you need to be an expert on inter-personal relations, you have to know the most popular customer service channels and how to manage them. To help you with the task of creating a full. Web Self-Service. Empower customers to resolve their own issues in a robust, easy-to-use customer portal. Community Self Service. Enable customers, partners and employees to collaborate on support issues using Facebook and leveraging a peer-to-peer community that’s embedded seamlessly within the support website. 15 Website Customer Service Best Practices by Alex on December 10, Customer service is the hallmark of a good business. Without it, you cannot keep any of your clients long-term. Furthermore, you need customer retention otherwise, it is difficult to grow your business.