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However, I can name a couple of factors that have an inevitable impact on the quality of your support. Hire a team with good customer service skills The first step on the road to great support is completing the right team. Optimize your recruitment process to hire people who have the good basis to be great at helping others. Long story short, you should look for traits like empathy, openness, listening skills and solution-oriented minds. After hiring the crew, make sure you spend proper time training them to know your product inside out and continuously improve. It will give you the power to choose customer service software, methods, and channels that fit their needs.

You can carry out research, ask your current customers with a survey use a free service like Google Forms or Typeform to get basic surveys goingor just simply observe what customer service tool helps them most. And then apply the feedback to your actions. What I mean is that every hero needs a tool that helps him do his job. What customer service software you can build your set from? Live chat software Each year we release a customer service report, where we sum up the most crucial stats about businesses using chat tools. In there was an 8. What does it mean for customer service?

Live chat is getting more and more natural channel for users. This type of tool has been present on the market for a good couple of years and the competition between companies that offer that kind of solution is not small. As usual on the free market, the competition drives the progress, what results in constant improvements, new features, that make live chat more and more user-friendly. Now, let me list a couple of ways live chat can help your business in different ways. Live chat for smoother customer service For customer service, the main goal of any new features and improvements is to make the experience faster and more pleasant, both for customer and company representative.

You can answer the questions even faster with canned responses for popular topics and collect the precious data about your visitors such as country, gender, email address, etc. Live chat tools usually have also some useful integrations with other platformsfor even better customer service. For example, we have a Facebook integration so your customers could talk to you within their Facebook chat. Plus, you get a set of various apps for desktop, web, and mobile, so you could talk to your customers from any place. Live chat for analyzing and improving your customer service Having the information about your performance gives you the chance to improve constantly.

You can collect a feedback about the state of your customer service with surveys, or directly while talking to a customer. With live chats, you can use some techniques to drive the attention to the contact opportunity and raise chances to have a conversation at all. One of them would be placing some eye-catchers or a pop-up window on your website. You can also set up multiple greetings that will invite your visitors to chat, based on particular actions they take. Is someone spending more than 5 minutes on a pricing page?

Your first message could be: This may probably solve a problem that may make your potential customer bounce. To get the precise answer you have to contact your vendor, which can take some time. You can create a ticket directly from the chat window and save time not having to switch between different apps and you pay for one product only. Knowledge base and chatbots This one serves the optimization of the customer service process. If you spent some time supporting your customers through different channels, you can make a short list of questions they ask most frequently even when woke up in the middle of the night.

To save the time of your agents you can prepare the answers and instructions for the issues that worry your customers most often. You can create a complex knowledge base for your customers to get the information on their own. Instead of having to provide all kinds of information during one on one conversations with your customers over and over againyou can compile them into a knowledge base, what will save you hundreds of man-hours and money. And if you decide on trying the live chat solution, you can integrate it with a chatbot softwarethat will replace some part of chats handled by your employees.

As with the knowledge base solution, you list the most popular questions and teach your bot the answers to them. How to choose the best customer service software for you? I hope that reading this article will give you some basic outlook on the customer service software topic. Choosing the best tools for your business will depend on various factors and industry characteristics, but I think I can sum up with a couple of advices that will help you go through this process and succeed! Keep your software set down to the minimum — if you can cover many tasks with one tool, do it, it will save you time and money.

Research thoroughly and go for a best price-quality ratio. Look for light and easy interface — good UX will pay off for your team and customers. Make sure that customer service software you want to invest in has a reliable support policy. Go for software that gets your work style and offers different apps, such as mobile. Use software comparison tools like CapterraGetApp or G2Crowd to check the differences between customer service software you consider. Start free LiveChat trial! Get LiveChat App for




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