Any company that wants to can have an online customer support service, the challenge is to make it 100% efficient and meet user expectations. Keep these tips in mind to stand out:
Integrate a CRM
A CRM will help you centralize conversations from your favorite channels – Instagram, Facebook, WhatsApp, etc. – in a single inbox, and you will have the possibility of assigning specific roles to your agents.
That is, you can have part of the team dedicated solely and exclusively to the online support area. Many software of this type allow the transfer of chats between agents and the possibility of automating responses.
In addition, a CRM allows you to access chat buy telemarketing data history and classify customers according to their interests. This is extremely valuable so that sales chats are not confused with support chats.
Activate chatbots
In an era where immediacy is everything, chatbots are a feasible solution not only to start a new sale, but to provide online support. When a customer writes to your WhatsApp, they will receive a message something like this:
Thank you for contacting (company name). How can we help you?
- I want to buy
- I want to contact online support
- Other matters
If the customer sends the number “2”, they will receive guidance on how to solve their problem. The chatbot itself may be set up to help them with their query, but if not, a support agent can step in and complete the technical assistance. There are CRMs that offer the chatbot option.
Diversify your service channels
For years, companies have been accustomed to providing customer support only through phone calls. Now this should not be the case. Ideally, you should offer various channels to provide support, not just limit yourself to WhatsApp and social media.
Create a dedicated email address youtube marketing for psilocybin: 4 steps to educate your audience and build your authority to provide online support. The idea is for the customer to choose the support channel that is most convenient for them.
Train your staff
As you read above, training is the key to online customer support. Your company’s staff should always have solutions and not excuses. It is very frowned upon for an agent to respond with “I don’t know”, “I can’t help you” or “I don’t know how to help you”.
If your company is in the technology sector and you are constantly incorporating new products, make sure your online support team is as familiar as possible with each article. Training should be ongoing.
Create response templates
If you’ve been in the market for a while, you probably already know what your customers’ most frequently asked questions are. This is a great advantage, as you can have answers ready and send them instantly.
If you sell a product and notice that many customers don’t know how to use one of its features, you can prepare a user guide and send it out as soon as they contact you. The idea is that you can “tackle” as many support requests as possible so that your team doesn’t collapse.
Provide personalized support
The key to success in the online support area betting data is personalization. Treat the customer with a lot of respect and by name. Speak in a natural and fluent language, so that the customer understands that there is a human online and not a robot.
One surefire tactic is to put yourself in the customer’s shoes. If they are upset because they feel your product came with flaws, understand them and find a solution. If you can help them, they will reciprocate with trust and loyalty.