The concept of customer service has expanded in the last decade. Before, customer service used to be all about human interaction. However, with the rise of e-commerce, businesses had to adjust their customer service strategies. With tons of incoming tickets from social media and live chat, automation and chatbots were put to work.
Even though automation and chatbots are very cost-efficient and save you tons of time when it comes to answering customer queries, it’s important to preserve the human connection that customers crave, but chatbots can’t provide. How? Check out our fail-proof tips that’ll improve your customer service.
Customer service is the support and service you provide to your customers before, during, and after a purchase. As a customer support agent, it’s extremely important to be knowledgeable, willing, and understanding throughout the whole support process. Your customers need to feel valued every step of the way.
When it comes to improving customer service, it’s important to sit down and ask the hard questions. Are your customers satisfied with your product and the level of service you’re providing? Often times companies think that they’re providing great service, but their customers don’t agree. So how can you find out if your customers are happy with your business? By measuring the metrics that matter the most: CSAT, NPS, CES and FRT.
You should aim to have a CSAT score of 80% or higher, however, satisfaction scores can vary from industry to industry. Even though CSAT is a good indicator of how well your business is doing, you should also measure NPS, CES, and FRT to get a complete overview of your service. By tracking the metrics you’ll be able to identify areas of improvement and improve your customer satisfaction.
Customer satisfaction scores let you know how satisfied customers are with your products and service.
Net promoter scores showcase how likely customers are to recommend your business to others.
The customer effort score calculates how easy or hard it is to interact with your company.
Connect all your communication channels (phone, email, social media, live chat, customer portal) with LiveAgent. Whenever you receive a new query, it will be automatically pushed into our system and stored as a ticket.
From there, you can manage, monitor, and respond to all tickets. The universal inbox is filled with tons of features that make ticket management easy such as automation features, tags, departments, and more.
Create stunning knowledge bases with our “What You See Is What You Get” editor. Our software lets you create multiple knowledge bases, both internal and external. Fill them up with how-to-articles, videos, feedback and suggestion boxes, forums, or FAQs.
Our built-in CRM keeps your customer’s data available at your fingertips. Every time you answer a ticket, your customer’s past interactions, purchases, and data are all available for you to view. Edit the info with ease while you chat or call with your customers through our native live chat and built-in call center.
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LiveAgent is an advanced help desk system that can help you improve your customer service and conversion rates at the same time. Our software is competitively priced, and a steal considering the vast amount of functionality it offers. Try LiveAgent today, no credit card required.
LiveAgent is an awesome live chat software that helps businesses improve customer service, increase customer satisfaction and sales.
LiveAgent is a customer support software that offers features like ticketing, live chat, and a call center. It emphasizes personalized experiences and effective communication tools, and provides tips for contact management. Users appreciate its functionality, stability, and support team.
LiveAgent improves marketing by providing a complete overview of services and communication channels, reducing lost tickets, and improving productivity levels with automation rules and a built-in CRM. It also offers a hybrid ticket stream to track customer interactions across different channels. The platform integrates with social media channels like Facebook, Twitter, Instagram, and Viber.
LiveAgent is a comprehensive customer service software that improves response speeds, customer engagement, and loyalty. It offers various features and affordable pricing, making it a recommended alternative for businesses looking to enhance their customer experience.
LiveAgent is reliable customer service software that improves reputation and productivity with automation rules and a built-in CRM. It offers personalized experiences, live chat, and integrates with social media. Trusted by companies like NASCAR and Forbes.
LiveAgent is a reliable option for improving customer relationships and communication. It offers various features and integrations for businesses.
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