24 February 2021
How to improve your customer service experience
Customer service is the real face of your company, since they are the ones who help your customers after a purchase, reply to their messages and answer their calls. If your customer service experience is excellent, your overall business’s reputation will reflect that and improve. But we all know that one bad experience can turn a customer from a brand ambassador to a critic. Here are some simple ways to improve your customer service experience without breaking the bank.
Addressing someone by their name makes a big difference, once you have their permission to do so, of course. It can completely change the way a customer approaches your business, and in a hostile situation, it can relieve some tension by adding a layer of familiarity.
Positivity makes the world go ‘round
Staying positive is key to your customer service experience. Using positive language, as opposed to negative, has shown a monumental improvement in overall customer experience, in many studies. Rather than saying, “Do not touch the computer for the next few minutes,” your customer service agents can say, “Let’s go over some details while we wait for that to process.” The tone of the conversation is much more positive and will improve your customer’s experience.
Use the best live chat
Live chat software is over 4 times more productive than telephone calls, and is proven to increases sales and reduce your call volume while being cost effective for your business. Your customer service agents can chat with multiple people at a time using web chat software, reducing the waiting time to speak with someone and improving your customer experience.
Click4Assistance is the UK’s best live chat software, with live chat for your website, video chat, Click2Call, social media direct messages, artificial intelligence chatbots and even your own CRM integrated, all accessible from any computer with a Chrome browser. Your live conversations are as safe as a payment processing page, whether your customer service team logs in at the office or from home, and with no transatlantic data transfers, your data is protected by EU Data Protection Regulations.
Fast responses are viewed favourably in the customer service world. Depending on how many customer service agents you have available, this may not always be possible, especially outside of office hours. Unfortunately, many customers are active and are likely to contact your business outside of working hours, since that may be a more convenient time for them. This is where live chat paired with artificial intelligence can support your business. Artie and Coni can greet website visitors, respond to social media direct messages, answer basic questions, help customers decide what product or service they need, assist with navigation and even up-sell and cross-sell, without any human intervention, no matter what time or day it is. This immediately puts your business on the always-online and always-available maps, even when your office is closed. With artificial intelligence chatbots like Artie and Coni, there will always be someone available to speak with your customers.
This also improves the workload for your customer service agents, since they will no longer have the task of greeting incoming website visitors, immediately replying to social media direct messages or being online outside of working hours. Not having to answer basic questions, such as locations and opening hours, nor having to do preliminary data collection since Artie and Coni have already handled that, gives your customer service agents the time to speak with more customers than ever before while remaining cost effective.
With over 15 years of experience supporting businesses like yours, Click4Assistance is the most robust and holistic choice for your customer service software solution. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your business’ productivity for 2021, give us a call on 0845 123 5871 or send an email to firstname.lastname@example.org and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.