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:
- Onsite Support (chat, contact forms, helpdesk)
Agent ExperienceAn 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
- 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 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
- We can support SMS through integrations like Twilio
- There are alternative options, such as forwarding SMS to email