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 from 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 businesses hesitate to move steps. While using a live chat system might be a good choice. Here are some tips.
Tip 1. Using a live chat system to improve service efficiency
Establish a standard process: One way is to collect and organize FAQs, make utilize training for all agents, so that every service agent can provide a consistent resolution and answer the same client questions, thus improving resolution effectiveness. Another more effective way is to use a live chat system that 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 enable the 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: Classifying customer portraits, such as by age, gender, depth of product page access, and other attributes, pre-classify and assigning customers to a 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, and business fields 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 the service team filter some Customer consultations with simple and repetitive questions. According to a survey, BestChat bot help desk reduces simple, repetitive consultations by 80%, allowing the 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 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 are 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: “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 come first. Improving the efficiency of customer service in the Internet age is a very impact part. BestChat live chat is committed to helping businesses improve customer service performance and efficiency.