Customer Experience Archives - Page 6 of 6

Live Chat Etiquette: Making It Work

Giving and getting help via a live chat doesn’t have to be awkward. In fact, the experience can be an overwhelmingly pleasant one with the right etiquette. Fast and painless communication is made significantly easier when the chat operator and guest have overlapping goals. Here are some basic guidelines for operators and customers to follow for a smooth live chat support experience. Tips for the Operator As an operator, your main objective is to help a customer in need, whether they’re seeking assistance with troubleshooting, placing an order, or something else entirely. One of your priorities should also be to gain customer satisfaction. There are many ways to add value during the live chat experience, including: Super fast responses Friendly attitude One-stop service Unexpected extras Achieving Customer Satisfaction There are many different tactics for creating the perfect customer experience, but it boils down to excellence in three different categories: Knowledge: Know your offer, product, or service and be prepared to discuss in great detail. You should also know what your other resources are for telling customer about products, like where they can go on your website to learn more. Behavior: Be calm, clear, honest, and polite. Expect to listen patiently as find out what the root problem is so you can focus on solving it. Don’t panic if you need to transfer the customer to another agent; simply reassure them that all of their details will also be transferred. Technical: Simple is better. Refrain from using technical jargon and make sure to use proper spelling and grammar. Be sure to use a real photo as well as your real name in order to build trust.By honing in on these three core areas, you’ll be able to wow customers as you solve their problems. Tips for the Customer As a customer using live chat support, your main objective is to get your problem resolved. While you are relying on the operator for support, there are several actions you can take to simplify the process and make it easier for the operator to help you. These include: Knowledge: Gather any information that may be useful during your chat including order numbers, items purchased, or technical glitches encountered. Behavior: Follow all of the operator’s instructions and don’t hesitate to ask for clarification. Remain calm and patient as you wait for assistance. If you had a positive experience, it’s good etiquette to express gratitude to the operator. Technical: When it comes to troubleshooting, the details matter. Provide as many as you can and ensure that they are accurate. Answer questions honestly and be ready to elaborate if needed. It’s also considered a common courtesy to rate the assistance you received, typically in a follow up survey. Creating a Win-Win Experience The bottom line is that, when it comes to creating a perfect live chat experience, both parties should do everything in their power not to make things more difficult for the other side. By staying positive and trying to reach a common understanding, you’ll be on the fast track to live chat support success.

6 Ways Social Media Boosts Customer Satisfaction

Customer experience is of great interest to most of us in leadership because we understand the ripple effect of a happy customer and the unhappy ones. With the stiff competition in this noisy market, offering excellent customer service will give you an edge over the competition. Excellent customer service will lead to high customer satisfaction levels. It is, therefore, important to utilize all the means that will help you offer that excellent effortless customer experience. In my experience, these six simple ways show you how using social media in the right way, will boost your customer satisfaction. 1. Rapid Response Time There is no better way of getting a real-time response from a company than through their social media platforms. A tweet or Facebook post to the company’s page that you need answers from will give you an instant response. Today’s connected customers know how powerful social media is, and they use it to their advantage. Other customers are also reading your page and taking notes, therefore, responding as soon as possible, will create a win-win situation. Social media platforms have also released the importance of rapid response time and are working with you. For example, Facebook has a response rate icon, they inform the percentage of your inbox messages response rate. 2. Strengthens Relationships Customer satisfaction is all about relationships. The relationship you create with your customer will determine their satisfaction level. Social media opens up a platform for you to be in constant communication with your customers. When they have a concern, they write to you and your quick response shows you care. You use your social media pages to inform customers of new developments or information on upcoming events. Social media is an asset in strengthening your relationship because the two parties are always in communication with each other. The trust also grows from these interactions leading to loyalty. 3. Gives You a Human voice Canned messages cannot work on social media responses because the questions asked are rarely the same and thus require a specific answer. When a customer tweets, they know they will get a human response. Remember the days before the emergence of Social Media; customers could only reach you via phone or in person. As more and more customers called, automation kicked in to help the agents manage the calls. However, social media enables you to give a personalized experience. For example, when you respond to a question, you use the person’s name and make it relevant to them. The customer recognizes that they are speaking to a human and your CSAT and NPS will go up. 4. Facilitates Targeted Communication You can reach to a specific consumer groups instead of all your consumers. All social media platforms give you the option of narrowing down to the target audience by their demographics. It is useful when you want to pass on information to a particular group or even advertise a product. The information will be relevant to them, and they will act on it. 5. Competition analysis From your competitor social media pages, you can gather a lot of information. You get to see their conversations with customers, what is working, what customers are complaining about among others. You can then capitalize on the information gathered to offer excellent customer experiences. Do not forget that they are also looking at your company pages as well. Do not give them a reason to take away your customers, be on top of your conversations. Customers are also reading both pages and comparing your brands. 6. Ease Negative Feedback Not all customers will be happy with your service. Occasionally, an unhappy customer will air their discontent with your brand. It can go viral within seconds and destroy your reputation. However, when you are active and alert on social media, you will see the post first and respond accordingly. As a bonus tip, try to resolve the problem on the same platform and do not ask the customer to call or go the private messages. Other customers will keenly follow that discussion to see how you resolve the issue. Social Media is a powerful tool that will help you to keep your customers engaged and happy. Use it well and you will turn your customers into brand ambassadors who rave about your brand. Original Source: LinkedIn

How to Create An Exceptional Customer Service Experience

Offering exceptional customer service experience will win you some loyal customers. A string of loyal customers who rave about your brand is one of the key things you need to beat the competition. Exceptional customer service is making the customer feel they are the most important for the few minutes you are attending to them. You assure them that you will do that you can to make their day better. As a leader in charge of customer service, you want your team to deliver nothing short of exceptional customer service. However, as the days progress, you realize that new challenges arise. You have the perfect strategy and your customer service representatives are well trained and equipped but still you are not hitting the exceptional levels. Here are four steps that can help you craft a strategy always to offer exceptional customer service, Ask Ask your customers what they need. Asking is the fastest way of getting an answer. You may think that you know what customers need, but the answers they provide may surprise you. Most people ask through research when developing new products only. However, you will realize that customers will have feedback all the time. Ask your customers after a conversation for their honest feedback about your products and services. Do not forget to ask them how best they think you can serve them better. By asking your customers for feedback, they also feel you are you value their opinion, and that increases their satisfaction levels. Listen Asking without listening will be a waste of time. I advocate for active listening because after the conversation, you will remember all the points. Have you ever had a conversation with someone, and at the end you could tell they were not listening to you? Customers are like that too; they can tell when you are actively listening to them and when you are not. Another way of listening to your customers is through call monitoring. You can pick up information that will help you evaluate your current delivery and areas that need improvement. Develop policies You have asked your customers for feedback and actively listened to them. Now it’s time to develop procedures and policies in line with the information gathered. Your customers will respond warmly to you once they realize that you are implementing their suggestions. Policies and procedure help you to provide uniform services, and that consistency is important customers. Centre your procedures on what will drive the exceptional customer experience. Remain flexible As stated before, challenges arise when least expected. Do not be a stickler of policies and procedures. Some situations call for a different approach to resolving a customer’s problem. For instance, when an angry customer calls, the agent can figure out the best way to calm them down then resolve their issues Empower your agents to make decisions on the move. Evolve with your customers. In conclusion, asking customers what they need, actively listening to them, and developing procedures in line with the feedback gathered and remaining flexible will help you give exceptional experiences. Crafting is a continuous process, when you reach the third step, you are still working out the first two. You will provide exceptional customer service experiences by implementing these four tips.

Live Chat: How Long Can You Keep Customers Waiting?

Online shoppers have proven time and again that they’re not the most patient group, and it’s tough to blame them. With so many alternatives just a click away, it’s crucial to ensure that your web site’s support tools are both accessible and responsive at all times. This ranges from e-mail and phone communication to your live chat software, a sales tool which is becoming both common in its applications and more trustworthy in the eyes of consumers. The Clock is Ticking While particular industries and companies will notice varied results, most studies tend to show that individuals shopping online are willing to wait approximately one minute for a customer support chat to initiate. After this period, they’re more likely to move on to another web site in search of their purchase. Regardless of each shopper’s specific patience threshold, one of the key strategies is to ensure that your live chat service is prepared to handle spikes in customer volume. Even the largest company can only staff so many customer service agents at any given time, and there’s no guarantee that your forecasted schedule will line up with real-world demand. That’s why it’s vital to set up an effective queue for your chat system. Give a Number At a busy deli, you might take a slip of paper with a number on it to enter into the waiting list. Online, your live chat software should be able to perform similar functions in order to keep shoppers informed. If there is not an available service representative to accommodate a new chat request, the customer should immediately be notified of where they stand in the virtual line. While a numbered deli queue rarely runs into technical glitches, Internet applications are understandably more complex. This is why it’s also important to make sure your chat software allows for a variable to be set which will disconnect users after a defined interval. By ensuring that “dead” sessions are reset, there is a lesser chance that users will find themselves in a live chat limbo. Maximizing via Metrics One of the foremost considerations to make when implementing a support chat system is the software’s capability when it comes to analytics. It’s critical to review your live chat performance regularly to determine where your web site’s opportunities lie. Some of the most invaluable statistics can include: Average duration before chat request is initiated Length of average customer support conversation Number of missed or dropped chat requests Once you start connecting the dots, you should be much better prepared to address the particular needs of your business. By taking an informed approach to staffing, while offering proactive communication when customers will be made to wait, you’ll be much more likely to skew performance metrics in a favorable direction. Etech Global Services has been developing and implementing solutions for over 17 years and we’re no strangers when it comes to live chat support. Click here to read more about the services we provide and how we can help your business take the next step toward growth and greater success. Original Source: LinkedIn

How to Use Tagged Chat to Enhances Live Chat

Live chat provides solutions for web-based businesses in the form of efficiency and revenue reclamation. It’s convenient and useful for customers to get their questions answered quickly via live chat. Live chat also represents a powerful approach for mitigating shopping cart abandonment. In essence, it recoups revenue before it’s lost. Also, tagged chat facilitates best practices by focusing on: Energy, empathy, and etiquette Politeness, personalization, and fast response times Being prepared, informed and well-managed Employing pre-written messages in each instance is essential. They form a courteous, thorough response foundation that chat agents can tailor to meet the needs of a distinct chat conversation. Efficiency Customer support chat is the preferred channel for increased communication primarily because live chat service agents can field up to four conversations simultaneously. Pre-written messages are a fundamental component of this capability, and live chat software makes it even easier to utilize pre-written messages. For instance, when a chat agent types a tag word with a symbol, it brings up the list of possible pre-written messages containing that tag. From this bank of tagged chat choices, a live chat agent can select and polish the one that best meets the needs of the customer. By putting your customer in charge of asking for assistance, you create in them the desire to follow through on their purchase. It encourages them to self-select when they need you and rewards them with immediate and relevant assistance. Revenue-Reclamation Over 10 percent of shoppers abandon their carts because the checkout process is confusing. This is an ideal point for a customer service agent to assist in completing purchases. Others do not complete the purchase process for a variety of reasons, such as: Unexpected shipping costs Unable to locate a coupon code or it doesn’t work Lack of confidence in the security of the payment process If even a portion of these circumstances were handled properly by a live chat agent, e-commerce businesses would experience a 20 percent decrease in abandoned shopping carts. Visitor that has their expectations disrupted needs to be engaged immediately and competently. Tagged chat can support revenue-reclamation efforts by making it easy for agents to send a targeted message quickly to a faltering prospective buyer before they exit the website. If they are already considering leaving, they are unlikely to wait patiently for an agent’s carefully-constructed reply. Whatever you can do to promote quick answers will increase your chances of successfully leading customers to complete their purchases. Best Practices Courteous accommodation is also an essential feature of productive live chat. Globally-accessible live chat software and tagged chats enable anyone in the company to create and choose the preferred phrasing with which your team has been equipped and worked hard to refine. At a minimum, it can help avoid obvious harmful phrases. Tagged chat can enhance conversion rates by providing customers with instant access to a live support agent while they’re on your site. When practiced as part of your overall strategic customer service plan, live chat can become an indispensable promotional channel that encourages communication, builds loyalty, and convinces customers to take action.

Learn to Be More Social When It Comes to Customer Service

Mobile technology and social media have completely revamped how we communicate not only with each other, but with the companies and businesses from which we buy products and services. Customers aren’t shy when it comes to leaving praise or a complaint on a company’s Facebook wall or Twitter page. To show your business is on the forefront of technological trends and the newest methods of communication, learn the nuances of social customer services. Realize That You No Longer Have All of the Control Before social media and mobile technology, businesses could control when customers could shop. With online shopping and social media profiles, consumers can shop and comment whenever they like. What this means for you is that you should take a more customer-focused approach to the way you run your business and make it easy for customers to shop, interact and get help whenever and however they need it. Stick With Your Customers Make yourself aware of the latest social media juggernauts, such as Facebook and Twitter, and make sure your business has a presence on them. Learn how to use these sites to their fullest potential, and don’t use them in a way in which they aren’t intended. For instance, YouTube and Instagram are geared toward visuals, so refrain from having text-heavy posts on them. Taking this idea one step further, make sure you engage with your customers on whichever social media platforms you have. Respond to Tweets and posts directed at your company, and make sure it’s quick and easy for customers to interact with you and your business, no matter what kind of device they might be using. Keep Up and Keep It Constant With the ease and convenience of modern technology, speed is an essential component of social customer services. More than half of customers on Twitter who post a complaint expect a response within an hour. In addition to responding quickly to comments, no matter if they’re complaints or compliments, make your responses personal. Nothing can frustrate a customer more than receiving an automated response that does more to make the situation worse than improve it. Have the Right Technology Make sure your customer services representatives have the technology and tools they need to quickly and easily juggle a variety of interactions on a variety of social media platforms and mobile devices. Specifically, it’s a good idea to invest in software that can handle incoming inquiries and complaints. Ask your customers which ways they prefer to contact your company so you have an idea of where and how to focus your time and resources. For those customers who prefer the “old fashioned” method of calling for customer service, find a way to keep them from being put on hold for longer than absolutely necessary. If your company has a call center, consider implementing software technology that allows your agents to use a variety of channels simultaneously to interact with your customers. The advantage of this technology is that customers can speak with your agents on the phone and send them an image if necessary, which helps to eliminate confusion and speeds things up. While running a business is hard enough without having to learn the ins and outs of the most current social media platforms and mobile technology, going where your customers are and making it easy to communicate with them will most certainly prove to be a solid business investment. This blog was written by Jim Iyoob, EVP Customer Experience for Etech Global Services. If you would like to learn more about Etech, please contact us at info@etechgs.com.

A recipe for creating amazing customer experience

Excellent customer service has the potential to create loyal customers that will stay with your business for life. When they need a specific product or a service in the future, they will think of using your business without hesitation. Moreover, they will likely refer your business to colleagues, family and friends, bringing your business more and more potential buyers. That’s why you need to provide excellent customer support, which can create an amazing customer experience. The following are some simple tips that can be used to deliver an amazing experience to your customers. First, it is important that your customer service agents have a good knowledge about the product or service that you offer and this is achieved by providing great training to your agents. Taking the time to teach your agents about your products or services will allow them to speak confidently to your customers and know how to answer their questions and solve any problems your customers may have. Regardless of what you are selling, it is important that your customer service agents really know your product and how it can meet the needs of your customers. A staff that has been well-trained in the products or services offered by their company is one of the most essential qualities for being able to offer a great customer experience. In addition to training in product knowledge, training in the area of service is equally important. Product knowledge is great but so is a pleasant agent who knows how to field questions, handle complaints and solve problems in a timely manner. This involves listening to the customer……really listening! Listening allows you to not only hear what is being said, but what is NOT being said. For example, in a face to face interaction, body language can communicate volumes, however, over the phone, agents need to be trained to listen for tone of voice and other non-verbal queues that can communicate frustration or anger. It is important that agents know how to quickly diffuse this in a customer by reassuring them that they understand and will do everything to handle their issue quickly. If an agent encounters a problem that may take a bit of time to solve, it is very important that they communicate this to the customer and give them an idea as to how long it may take to find their answer. This may even involve the agent having to call the customer back, but a little “wait” time, beats poor customer service EVERY time! Additionally, agents should be trained in expressing gratitude to their customers. Let’s face it, we live in a world where there are many options available for just about any product or service, so when a customer chooses YOUR business over another, it’s important to acknowledge that and be thankful for their business. Plus, if you have agents who are well trained in product knowledge AND service, you give customers a reason to come back to you every time! Finally, another important aspect of providing great customer service is Feedback! Yes, FEEDBACK, because this helps you know where you’re doing great as well as where you can make some improvements. Feedback is a powerful tool when it comes to knowing what your customer wants and then implementing that. Getting proper feedback can be a challenge, but if it’s a quick and easy process for your customers, you are more likely to get the information you need. It may take a bit of time and effort to know what process works best for your customers, but once you’ve identified it, you will have a steady flow of helpful information that will provide the recipe you will need for great customer service every time.

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