The answers to these questions will help you plan resources and make informed decisions about the types of selfservice options your business needs.
They’ll also help you determine the volume of handle customer questions and feedback your social accounts can handle – and where to look for other lines of support.
Customers have great expectations for customer service, with 38% of those polled expect a response in an hour or less.
Live chat is one of the best ways to get instant communication with a company. It’s not only the leading method for online support, but it also generates the highest satisfaction rates among customers.
Why? It’s instant.
But it’s not enough to just throw a chat option up on your site and be done with it.
Here are some quick tips for helping your customers get the most out of their chat interaction with you:
1. Respond promptly. It’s no good having a chat window there with no one to answer your customer’s enquiry. Don’t overload your staff with the expectation they can manage 30 chat conversions simultaneously. An engaged, helpful agent is the key to helping your customer resolve their issue, fast. Even when there is an issue that will take longer to resolve,, keep your customer posted and assured you are actually working on a solution.
2. Train your staff. Scripts, tool training, staffled workshops – make it easy for your staff to work with the tools they have, and empower them to own the education piece.
3. Encourage selfservice where possible. Where are your customerfacing knowledge bases, FAQ page, video tutorials? Hint: if your customers keep asking the same questions over and over again, your website probably could do with some improvement.
4. ‘Mystery shop’. Measure and monitor your support efficiency through User Acceptance Testing (UAT) – a methodology which sees intended customers testing your scripts, processes and tools in ‘real world’ settings – to report back on time of response, resolution time and ease of use. Are you happy with what you see?