Earlier, customers contacted customer support via phone or email. They had to wait in a queue until an agent became available. Businesses needed to invest in personnel to reduce queue times and provide quality customer service.
This changed with the emergence of new instant support channels such as social media.Chatbots.
Customers expect (and demand) real-time communications.
However, you need to balance the speed and quality of your responses to provide an excellent customer experience.
Live ChatAgents provide this. You can maintain whatsapp and digital marketing a fast and helpful customer support system using live chat agents.
But this emphasis on live chat agents increases their workload. You can find chat agents in small businesses managing multiple chats simultaneously. This affects chat quality and leads to burnout.
Read on to learn more about live chat agents and how you can reduce their workload.
The Importance of Customer Support
While many businesses fail to prioritize customer support, it directly connects a company with its customers.
You can invest in customer support to:
- Identify common customer issues : If you keep track of customer complaints and requests for help, you can see patterns in common issues. These issues can help you identify bugs in your product and gaps in manuals and guides.
- Customer retention : Improved customer experience translates intoCustomer Retention RateYou can cater to existing customers’ pain points and increase your revenueCustomer Lifetime Value(CLV).
- Generate referrals : Share your past and current customersCustomer Service ExperienceYou can use it as social proof.RR DonnellyNearly one-third of customers rely on word-of-mouth marketing when purchasing a new product or service.
- Reinforce brand image and company values : Customer support agents represent your brand when they talk to customers. The responsibility of conveying your brand image falls on their shoulders.
Customer Service Tools
Most large companies adoptOmnichannel approachTo customer service.
An omnichannel approach can help you by providing multiple touchpoints and communication channels to engage with your customers.
Examples of customer channels used by businesses include:
Shared Inbox Software
Shared Inbox SoftwareA collaborative space where customer service representatives can access all their emails from one place. A shared inbox can also aggregate multiple email accounts and messaging channels for a more streamlined experience.
Shared inbox software allows every team member to add their input, especially when expertise is needed. You can even build workflows around messaging.
Customer Support Ticketing System
Customer Support Ticketing SystemDirectory Customer Service Requests. Customers can submit a form or ticket to inform the company about the problem they are facing.
The ticketing system displays the ticket cases or issues along for many small businesses with the customer information. With the customer history listed, you can resolve the issue without going back and forth.
Call Center
Large companies usually set upCall CenterHandle their customer calls. With plenty of customer service agents to answer questions and resolve issues, customers don’t have to wait long to get their issues resolved.
Live Chat
Live Chat Enable customers to have real-time conversations with agents via chat. Using software embedded in a company’s website, customers can get help from live chat agents when they have a problem.
For many people who are reluctant to talk to strangers, online chatting is a more daunting option than making a phone call. In addition, live chat services enable customer service agents to work from home and deal with multiple customers at the same time.
Reasons to Care About Live Chat
A report in 2020North Ridge GroupCustomer service said that 64% of customers find live chat easy to use, with 42% of customers finding it resolves their issue within minutes. These canada data results are identical to those for phone calls.
So you can enjoy the benefits of making calls without the extra burden.
Reasons to have live chat include:
- Live Traffic Actionable – Live chat allows customers to ask questions and receive feedback from a real person in real time.
- Easy to use — Live chat is easy to manage for both customers and support agents. Support agents can handle multiple chats. Unlike phone or email, customers can use this support channel anytime, anywhere.