Holidays are approaching and we, the Provide Support team, started thinking what treat we could give to you, our blog readers.
In our sincere appreciation of your readership, we would like to offer you a selection of our best articles for managing your live chat support.
Over the last few years we have covered a wide range of topics related to live support, from hiring the most talented agents, training them, selecting the best tools and maximizing efficiency. We crafted these articles based on our own experience offering customer service via live chat, putting in our love and attention to detail.
We hope you will enjoy this selection and find some useful ideas and tips which you can incorporate in your best practices. >>>
The business age we live and work in today is often called the Age of the Customer which means that shifting the focus on the customer now matters more than any other single factor like product innovation and technology racing.
No surprise, these days we often hear that customer experience is the new competitive battlefield. Brands that consistently deliver better customer service and customer experiences enjoy sustainable growth and business success, and set new standards for their markets. >>>
Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers. ~ Ross Perot.
To build a successful business, whatever it is, you need to have a clear understanding of who your customers are. So how sure are you that you truly know your customers and what they really expect from your business and customer service? Do you know them at least as well as they know your brand?
Answering those questions might be challenging as today’s consumers are much more sophisticated, much more educated and more demanding as they used to be a while ago. In fact, 72% of them now expect a customer service agent to know their contact information, product information and service history as soon as they engage and without being asked. >>>
Holiday season is the perfect time to meet relatives and friends. It’s the time when all of us are up to our ears in holiday rush and non stop 24/7 shopping.
For consumers it’s the best time to take advantage of discounts and holiday offers. For businesses the competition becomes fierce, as retailers and shop owners fight for customer attention amidst the holiday madness.
Some businesses use out-of-the-box ideas to win more customers and leave less innovative competition in the dust. In this blog post I would like to share best holiday season practices from business and customer service leaders. Take a look at them. >>>
With big holiday season just around the corner, many online retailers are busy preparing their customer service teams for the holiday rush.
According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 during the holiday shopping season this year. Total planned spending this year is second only to the record total spending in 2015, at $952.58.
No doubt, the holiday season puts lot of stress not only on the customer service teams, but on customers as well. In rush hours average handle times often shoot upward, wait times escalate, which leaves many customers frustrated.
After all, holidays are about positive emotions and your customers want to get a pleasant emotional charge from their holiday shopping experience with you. What can you do to minimize the negative effects of the busy season and keep customer satisfaction high? >>>
There’s no surprise that customer service is among occupations that commonly involve quite a high number of stressful experiences. This job-related stress might gradually influence our reactions and behaviors, and invisibly cause the outcomes that are not really in our best interests. Exhaustion, anxiety, lack of motivation, uncertainty and frustration are reported as most common issues resulting in overall burnout and occupational hazard in customer service professionals. Have you ever asked yourself what you can do to relieve the stress and avoid the undesirable effects?
In my previous blog post I outlined 5 reasons why you should embrace a positive attitude in customer service. Today, I would like to extend on it and offer a few stress relief tips that you can easily put into your customer service job routine immediately. >>>
In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered.
The infographic below provides some impressive stats drawn from various researches proving that self-service, online chat and social media are becoming the preferred customer support channels for a growing number of consumers. It’s no wonder that customers all over the world increasingly leverage these channels for customer service, as they allow them to get quick, accurate and relevant answers with no need to being put on hold or having to deal with unfriendly agents. >>>
Exceptional customer service starts with confidence. It is one of the most important components of delivering great service to your customers and developing quality employees.
After all, customers want to know that the employee they are dealing with knows what one is doing and they get served in a professional manner. If they have a question, they need prompt and honest answers and if an employee does not have an answer, they want to be sure that the representative is committed to getting it.
In an interview a few of years ago Donald Trump was asked about what were the most important keys to his success in business. In short, his answer was “Exude confidence. If you know what you’re doing, that should be easy.”
The second part of his answer speaks to me. I think each one of us knows from experience that when we know what we are doing, the question of confidence doesn’t even come into play. When you know something, you may need to watch out not to become cocky, but quiet confidence comes natural.
When applied to customer service, this means that if you want you reps to be confident in front of customers, they need to be well trained and prepared to answer any type of questions. >>>
While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. However, not all customer service representatives realize this risk and understand that there are phrases and words to avoid in live chat communication.
The words you use to communicate can convey a lot of meaning. That is why it is important to set the right tone of the conversation from the very first minutes. In this blog post I would like to share some useful customer service tips that will help to improve your overall customer service experience and avoid awkward situations.
Drop the Jargon
Quite often customer service representatives over-estimate customer knowledge about their products or services. And as a result use professional jargon while talking about their offering. To avoid misunderstanding try to provide detailed explanations and descriptions of what you are referring to. >>>
It’s no secret that customer service jobs are often associated with negativity. Dealing with customer complaints, negative feedback and frustration on a day-to-day basis can be a pretty stressful experience. You’ve probably heard that negativity tends to spread like wildfire. Once you let negative thoughts come into your mind, they attract more negative situations, triggering a vicious circle of bad feelings and outcomes. There seems to be no end to it at some point… Have you ever been there, too?
Negativity can infect you like a disease and affect not only your overall job performance but also life outside work, as well as lives of other people around you. The good news is that it can be cured, and you can also prevent this from happening again. Let’s take a closer look at the power of positive thinking and why to apply the approach to your work, shall we? >>>