Customer Service

3 Tips to Improve Customer Service Efficiency from BestChat

Rosina Reistetter

With the booming Internet era, consumer relations interconnectivity breaks the previous chain of circles between people and consumer voices are amplified. At the same time, according to Ai Media Consulting survey data, 75% of customers are abandoning purchases due to dissatisfaction with customer service. Over 40% of customers are dissatisfied with customer service and do not recommend purchasing to others. Obviously, customer service to some certain extent determines the sales of a company's products, so customer service is becoming more and more business-centric, and service is at the core of business competitiveness.

However, there is a paradox in the traditional customer service system that improving the quality of service is equal to increasing the cost. Better service quality involves more personnel, added salaries, workstations, utilities, etc., which makes business hesitated to move steps. While, using a live chat system might be a good choice. Here are some tips.

Tip 1. Using live chat system to improve service efficiency

Establish a standard process: One way is to collect and organize FAQ, make utilized training to all agents, so that every service agent can provide a consistent resolution and answer to the same client questions, thus to improve resolution effectiveness. Another more effective way is to use a live chat system which can quickly locate customers’ problems and automatically present optional solutions to service agents, such as quick response, knowledge bases, documents, etc.

Service task division and grouping: Every service agent normally has their own familiarity and expertise, and appropriate task division and grouping by product, project and customer level enables service team to deal with all kinds of consulting problems with ease, while when encountering complex and difficult problems can be immediately transferred to senior and experienced service agents, making the whole consulting process fast and efficient.

Customer portrait classification: Classify customer portraits, such as by age, gender, depth of product page access and other attributes, pre-classify and assign customers to suitable service agent, can effectively improve the efficiency of consultation. With the power of BestChat system, it will be easier and more efficient. BestChat system can automatically carry out customer chat routing according to products, service channels, business field of the enterprise, and assign service requests to different service groups or agents accordingly.

Tip 2. Encourage customer self-service

Commonly used solutions for customer inquiries include help files, live chat, phone, and email. Therefore, businesses must offer their customers a variety of effective problem-solving channels. Of course, in order to reduce learning costs for customers, this method should be clear, simple and practical, such as referral documents, chatbots, Q&A communities, etc., which can help service team filter some Customer consultation with simple and repetitive questions. According to a survey, chatbot help desk reduces simple, repetitive consultations by 80%, allowing service team to focus on complex issues or customer marketing.

Tip 3. Establish efficient teamwork

Efficient collaboration between different departments: Service team inevitably leads to communication with other departments such as R&D, products, logistics etc. It is very important to keep in close and timely contact with these departments, which will lead to smoother and more efficient both in customer feedback and product optimization.

Efficient coordination of various systems: Customer service data is actually an important part of a company's data flow. Data from logistics systems, CRM systems, ERP systems, ordering systems and other systems is usually isolated. For the customer service team, data flow is slow and inefficient. This indicates that customer problems are impossible to be resolved quickly. While, the use of BestChat system to link the various systems of the enterprise, so that the workflow and data flow through one platform can achieve information sharing, customers’ demand responded quickly. Therefore, the flow of business and linkage improved the overall efficiency of service and marketing.

Jeff Bezos mentioned that:“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”

Efficiency and service comes first. Improving the efficiency of customer service in the Internet age is a very impact part. BestChat system is committed to help business improving customer service performance and efficiency.

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