Customer Relationship Management: Support & Satisfaction

Customer support –

global concepts:

Customers are bound to have questions and encounter problems; live chat support equips you with an avenue to ensure they have a positive experience. For issues that cannot be resolved in a single chat session, a help desk that empowers users to see the status of their request will keep them at ease and allow you to ensure no customer goes unheard.

support every channel

  • Customers all have unique preferences for methods of contact, be sure you can support them through at least major channels:
    • Email
    • SMS
    • Onsite Support (chat, contact forms, helpdesk)

Agent Experience

An effective support solution should empower agents, not frustrate them.
  • Customer information needs to be easily accessible, from one interface.
  • Formatted quick responses should be prepared, to ensure agents stay on brand and make efficient use of time

Customer experience

  • Customers should get responses in a timely fashion
  • Make information available through a bot, or on-screen knowledgebase search

live chat + chat bots

utilize bots effectively

  • Provide customers with simple information, such as order status
  • Make important announcements via your chat bot, as another method of contact
  • Prompt users with relevant content / help when they get stuck on a page
  • Make sure your bot is helpful to users, without preventing them from easily reaching a human agent

Integrate with your other services

  • Pull e-commerce information into chat to show purchase history, order status, etc.
  • Send users a survey to gauge their satisfaction with support or with your brand overall

help desk + support tickets

empower support, rather than enucmber them

  • Typically, support tickets & live chat sessions are connected – make sure agents can access information from both places; switching between platforms wastes time & increases the potential for missed requests

Email & sms

Email

  • Email is still an important method of contact; it’s readily available from every device. 85% of adults check their emails every day, but only 81% use SMS every day

SMs

  • We can support SMS through integrations like Twilio
  • There are alternative options, such as forwarding SMS to email