Previously, customers would reach out to customer support via phone or email. They would have to wait in a queue until an agent became available. Businesses needed to invest in staff to reduce queue times and provide excellent customer service.
This has changed with new instant support channels like social media.chatbots.
Customers expect (and demand) real-time communication.
But to provide a great customer experience, you need to balance speed and quality of response.
Live chatagencies provide this. You can provide a fast and helpful custome vietnam mobile phone numbers database support system by using live chat representatives.
However, this emphasis on live chat agents has increased their workload. In small businesses, you may find one chat agent handling multiple chats at once. This can impact the quality of the chat and lead to burnout.
Read on to learn more about live chat agents and how you can reduce their workload.
Contents
The Importance of Customer Support
Customer Service Tools
Reasons to Focus on Live Chat
The Struggles of Live Chat Agents
Live Chat Tips
How Can Businesses Reduce the Workload of Live Chat Agents?
The Best Way to Help Your Live Chat Support Agents
In conclusion
The Importance of Customer Support
While many businesses fail to prioritize customer support, it directly ties the company and its customers together.
You can invest in customer support to:
Identify common customer issues : If you write down customer complaints and requests for help, you can see a sample of common issues. These issues will help you identify bugs in your product and gaps in your manuals and guides.
Retain customers : Customer experience improvements mean:customer retentionYou can address your existing customers' pain points and increase your customer satisfaction.customer lifetime value(CLV).
Generate referrals : Sharing of your previous and existing customerscustomer service experiencesYou can use it as social proof.
In addition,R. R. DonnelleyHe shares that almost a third of customers rely on word-of-mouth marketing when purchasing a new product or service.
Strengthen brand image and company values : Customer support representatives represent your brand when they talk to your customers. The responsibility of conveying your brand image falls on their shoulders.
Customers rely on word of mouth marketing to learn about a new product or service.
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Customer Service Tools
Most large companies have amulti-channel approachto customer service.
An omnichannel approach helps you by providing multiple touchpoints and communication channels to engage with customers.
Examples of customer channels businesses use include:
Shared Inbox Software
Shared inbox softwareis a common space where customer service representatives can access all emails in one place. Shared inboxes can also bring together multiple email accounts and messaging channels for a more streamlined experience.
Shared inbox software is a collaborative space where live chat agents can access email from one place.
Shared inbox software allows each team member to add their own input, especially when expertise is needed. You can even create workflows around messages.
Customer Support Ticketing Systems
Customer support ticketing systemscatalog customer service requests. Customers can submit a form or support ticket to notify a company about an issue they've encountered.
HubSpot's ticketing system allows live chat agents to catalog customer service requests.
The ticketing system displays the ticket case or issue as well as the customer information. By displaying the customer history you can resolve the issue without going back and forth.
Call Centers
Large companies are often establishedcall centersTo manage customer calls. With multiple customer service representatives to answer questions and troubleshoot problems, customers can resolve their issues without long wait times.
HubSpot's call logging app allows live chat support agents to log calls.
Live chat
Live chat It allows customers to talk to representatives in real time via chat. Using software embedded in the company’s website, customers can get help from live chat representatives when they encounter an issue.
Live chat software allows customers to converse with live chat support agents in real-time.
Online chatting is a less intimidating option than phone calls for many people who are wary of talking to a stranger. Live chat services also allow agents to work from home and handle multiple customers at once.
Reasons to Focus on Live Chat
2020 reportNorthridge GroupIn customer service posts, 64% of customers find live chat easy to use, and 42% of those customers think live chat resolves their issues within minutes. These results are the same as phone calls.
