In today’s world, customers expect more. One bad moment can cost more than a sale, it can lose a customer for life. The key difference often lies in customer service etiquette. It’s more than being polite. It means speaking clearly, showing care, and staying professional in every interaction. This guide covers the key rules, best habits, and mistakes to avoid in great customer service.

What Is Customer Service Etiquette?

Etiquette means the right way to act and speak with customers. It includes:

• Using a respectful tone
• Listening carefully
• Responding fast
• Showing empathy
• Solving problems calmly

No matter the channel, email, chat, phone, or social media, good etiquette shapes how people see your brand.

The Basics of Great Customer Service Etiquette

1. Always Be Polite

Politeness builds trust and calms upset customers. Use phrases like:

• “Thanks for your patience.”
• “I get how frustrating this is.”
• “Can I help you with anything else?”

Simple manners can make a big difference.

2. Speak Simply and Clearly

Skip jargon and technical terms. Make sure anyone can understand you.

Use: “Please restart your device and try again.”
Avoid: “Initiate a power cycle and verify system operability post-reboot.”

Communication Best Practices in Different Customer Service Channels

Live Chat

• Reply fast within 30 seconds.
• Use the customer’s name.
• Write with good grammar. Skip slang.

Email

• Confirm you got the message quickly.
• Give clear next steps or a timeline.
• Keep the tone friendly and formal.

Phone

• Smile, it makes your voice sound warm.
• Let them talk. Don’t cut them off.
• Repeat key points before ending.

Social Media

• Stay calm, even if they complain in public.
• Reply in public, then move it to private.
• Use emojis only if they fit your brand.

The Role of Empathy in Customer Service Etiquette

Empathy Builds Trust
Empathy means feeling what the customer feels. It’s key to great service.

How to show empathy:

• Say: “I understand,” “That sounds tough,” or “Let me help.”
• Avoid canned replies. Speak like a real person.
• Stay patient with upset or confused customers.

Listen Actively
Active listening proves you care and want to help.

Tips to listen well:

• Don’t interrupt.
• Repeat back what you hear: “So you’re saying…”
• Ask: “Can you tell me more about that?”

This clears up confusion and shows their voice matters.

Respond Fast
Quick replies show you respect their time. Delays feel rude and careless.

Quick Replies Matter

• Live chat: Answer in 30 seconds or less
• Email: Get back within 24 hours
• Phone: Pick up by the third ring
• Social: Try to reply in an hour

If it’ll take longer, let them know. Keep them in the loop.

Saying Sorry Shows You Care
When things go wrong, a sincere “I’m sorry” means a lot. It shows you’re human and you care.

How to apologize well:

• Acknowledge: “I’m really sorry this happened.”
• Take the blame: “We fell short here.”
• Fix it: “Let’s make this right, here’s what I can do.”

Skip excuses. People respect honesty.

Handle Tough Moments with Grace
Not every chat will be easy. Some folks will be upset or rude. Stay kind.

What to do:

• Breathe. Stay calm.
• Speak gently. Don’t raise your voice.
• Don’t take it to heart. it’s not about you.
• If needed, set kind limits: “I want to help, but let’s keep this respectful.”

Kindness, even in hard times, earns trust.

Cultural Sensitivity and Global Customer Service Etiquette

Respect Cultures in a Global World

In a global economy, your customers come from many backgrounds. What’s polite in one culture might be offensive in another. That’s why cultural awareness is so important in customer service. Respect builds trust and keeps conversations smooth.

Cultural Etiquette Tips:

• Avoid slang, idioms, or culture-specific jokes
• Use formal greetings unless told otherwise
• Be mindful of time zones when calling or emailing

Online Etiquette Rules

What you write online can stick around. A quick message might get screenshotted and shared, so every word matters. Stay professional and kind in all digital conversations.

Dos:

• Use full sentences and proper grammar
• Keep your tone friendly and calm

Don’ts:

• Avoid using ALL CAPS (it sounds like yelling)
• Skip extra punctuation (!!!???)
• Never reply when upset—cool off first

Make It Personal

Customers want to feel like people, not case numbers. A little effort goes a long way. Show that you see them and remember their past experiences.

Ways to personalize:

• Use their name
• Mention past issues or chats
• Remember their preferences when you can

Example:
“Hi Amanda, I saw you had a billing issue last month. I’ll make sure this goes smoother today.”

Follow-Up Shows You Care

Helping with a problem is great, but checking back in shows true care. A simple follow-up can turn a one-time fix into a long-term relationship.

Etiquette-Driven Follow-Up Includes:

• Asking if the solution worked
• Inviting honest feedback
• Providing your contact for future help

Train for Real-Life Scenarios

Good training includes practice. Role-playing helps teams stay calm and polite under pressure. It makes the theory real.

Useful scenarios to rehearse:

• Angry customer asking for a refund
• Frustrated user facing technical issues
• Language barriers or confusion
• Complaints about long wait times

Common Mistakes to Avoid

Even the best reps make mistakes. Knowing the common ones helps you avoid them and respond with more grace.

Mistakes and fixes:

• Interrupting the customer
  🠖 Let them finish before responding
• Overpromising results
  🠖 Be honest about what you can do
• Using stiff scripts
  🠖 Personalize each message
• Failing to follow up
  🠖 Always check back after the issue is resolved
• Getting defensive
  🠖 Stay calm and focus on solutions

Etiquette Builds Loyalty

Good manners aren’t just nice. they build loyalty. According to American Express, 68% of people will spend more after great service.

Positive etiquette leads to:

• More loyal customers
• Better reviews and referrals
• A stronger, more trusted brand

Trending Now

A Qualtrics report warns that poor customer experiences could cost companies $3.8 trillion in 2025. Despite fewer complaints, loyalty is dropping fast, with consumers switching brands after just one bad interaction. Sectors like airlines and retail face major risks. Fewer people share feedback, making it harder for businesses to spot issues. AI tools like chatbots help, but only 26% of consumers trust AI use. Success depends on balancing personalization with privacy and keeping human support available. Brands like American Express show how blending AI and transparency boosts satisfaction and loyalty. Ignoring CX trends could cause massive losses.

Conclusion

Great customer service comes down to one thing: treating people with care and respect. It’s not about being perfect, it’s about being kind, listening well, and showing up with a helpful attitude.

Every small, thoughtful interaction builds trust and leaves a lasting impression. When you lead with empathy and stay professional, even tough conversations become opportunities to make someone’s day better. At the end of the day, good etiquette isn’t complicated, it’s just good people skills in action.

The post Mastering Customer Service Etiquette: The Ultimate Guide to Professional Interactions appeared first on LiveHelpNow.

Why Customer Service Operations Matter More Than Ever

Customer service can make or break a business. Companies that invest in customer service operations don’t just keep customers happy; they cut costs and boost revenue while creating brand loyalty that lasts. On the flip side, bad service is costly—U.S. businesses risk losing $856 billion annually due to subpar customer service.

Customers today expect instant responses, personalized support, and seamless experiences. If your business isn’t optimized to meet these demands, your competitors will be more than happy to step in with a free route planner and better solutions. In this playbook, we’ll break down actionable ways to streamline customer service operations, reduce overhead costs, and improve customer experience (CX).

What is Customer Service Operations?

Customer service operations encompass all the processes, tools, and strategies a company uses to deliver exceptional customer support. It includes everything from customer service policies and procedures to service operation management, ensuring efficiency while maintaining a positive customer experience.

Step 1: Automate Where It Makes Sense

Time is money. And in customer service, wasting time on repetitive tasks is the fastest way to increase costs and frustrate frontline customer service representatives. The good news? You don’t need to replace your human team—you just need to support them with automation.

Implement AI-Powered Chatbots & Self-Service Solutions

• 72% of customers expect immediate service. AI-driven chatbots and self-service portals can handle FAQs, freeing up human agents for complex issues.
• Companies that prioritize self-service can reduce customer service expenses by 23%.
• 86% of buyers are willing to pay more for a great customer experience. If automation enhances CX, customers won’t mind.

Pro Tip: Start with an AI chatbot that can answer basic questions and route conversations to the right human agent in the customer service team when needed. This keeps response times low and improves efficiency.

Step 2: Optimize Customer Service Workflows

A great customer service operation isn’t just about having a team—it’s about how that team works. If agents are bogged down with inefficient processes, costs soar, and customers suffer.

Streamline Ticketing & Escalation Procedures

• 81% of organizations cite customer experience as a competitive differentiator.
• Businesses that optimize workflows cut resolution times by up to 50%, leading to happier customers and lower costs.

Pro Tip: Use a workflow management system to prioritize tickets based on urgency and complexity. Automating ticket assignment can reduce bottlenecks and shorten resolution times.

Empower Agents with Knowledge Base Access

• Agents spend 20-30% of their time looking for information to answer customer inquiries.
• Creating a centralized knowledge base reduces handling times and improves first-contact resolution rates.

Pro Tip: Equip your team with searchable databases of FAQs, scripts, and troubleshooting guides. The less time they spend searching for answers, the faster they resolve issues.

Step 3: Leverage Data to Improve Customer Experience

Customer service isn’t just about fixing problems—it’s about anticipating and preventing them. Data analytics plays a huge role in understanding what customers need before they even ask for it.

Track Customer Pain Points & Patterns

• 77% of business leaders believe deeper personalization leads to higher customer retention.
• Businesses that invest in customer experience improvements can see a $700 million revenue boost within three years.

Pro Tip: Use analytics tools to identify recurring complaints and optimize processes to prevent them. If 30% of tickets are about billing issues, streamline billing or create better self-service options.

Improve Customer Segmentation

• Personalized experiences drive repeat business—88% of customers say good customer service makes them more likely to return.
• Segmented customer service approaches ensure that high-value clients receive VIP-level support, while lower-priority inquiries are managed efficiently.

Pro Tip: Use CRM tools to categorize customers based on history, preferences, and previous issues. This helps personalize interactions and improves overall CX.

Step 4: Reduce Costs Without Compromising Quality

Cutting costs in customer service doesn’t mean sacrificing quality. In fact, many cost-saving strategies actually improve service efficiency.

Invest in Training & Employee Retention

• Retaining just 5% more customers can boost profits by up to 95%.
• Happy, well-trained agents = lower turnover and better service. Replacing an employee costs $4,000–$7,000—investing in retention saves money in the long run.

Pro Tip: Offer continuous training to improve efficiency and job satisfaction. Gamify learning and reward top performers to boost morale and reduce costly churn.

Reduce Live Support Overhead with Strategic Hiring

• Outsourcing part of your support team can cut operational costs by up to 60% without sacrificing service quality.
• Hybrid customer service teams—a mix of in-house and outsourced agents—help businesses scale without overpaying for labor.

Pro Tip: Consider outsourcing chat support for routine inquiries while keeping high-touch cases in-house. This balance optimizes cost without hurting CX.

Step 5: Future-Proof Your Customer Service Operations

Customer expectations are evolving. The brands that stay ahead of trends will dominate the market, while those that resist change will fall behind.

Adopt an Omnichannel Approach

• 86% of customers expect seamless interactions across multiple channels—phone, chat, email, and social media.
• Companies with omnichannel strategies retain 89% of customers compared to 33% for those without.

Pro Tip: Integrate chat, email, and phone support under one unified system to avoid miscommunication and ensure seamless customer interactions.

AI-Powered Sentiment Analysis

• AI-driven sentiment analysis helps predict customer frustration levels before they escalate, allowing proactive interventions.
• Companies using AI in customer service see a 20% increase in efficiency.

Pro Tip: Implement AI tools that analyze customer interactions and suggest responses to enhance personalization and issue resolution speed.

Trending Now

Generative AI is transforming customer service operations by enhancing efficiency while maintaining a human touch. Unlike traditional chatbots, Agentic AI understands intent, sentiment, and context, autonomously handling requests or seamlessly escalating complex issues to human agents. With 80% of enterprises expected to adopt GenAI by 2026 and 32% of customers leaving brands after one bad experience, businesses must embrace AI-driven solutions. The key to success lies in accurate data, strong governance, and continuous learning to improve CX without losing the personal connection customers expect.

Conclusion

Customer service isn’t just a cost center—it’s a revenue driver. Companies that optimize operations, embrace AI, and prioritize CX will see lower costs, higher customer retention, and stronger brand loyalty.

If you want to cut costs and improve CX, start with:

• Automation – AI chatbots and self-service reduce expenses.
• Process Optimization – Streamline ticketing and workflows.
• Data-Driven Decisions – Use analytics to predict and solve issues proactively.
• Strategic Hiring & Training – Balance in-house and outsourced support.
• Future-Proofing – Omnichannel support and AI-powered tools keep you ahead.

A 5% increase in customer retention can boost profits by up to 95%. Focus on long-term CX strategies to reduce churn and future-proof your business.

Ready to take your customer service operations to the next level? Experience it firsthand with a 30-day Free Trial of LiveHelpNow. Explore the features, test the functionality, and see how seamlessly it integrates into your workflow. Once you do, you may wonder how you ever managed without it.

The post Customer Service Operations Playbook: How to Reduce Costs & Improve CX appeared first on LiveHelpNow.

Running a small business isn’t easy. Between keeping customers happy, managing employees, and staying on top of finances. You don’t have time for IT headaches or customer service bottlenecks. That’s where service desk software tools come in. The right customer service desk software can transform your business by automating support, organizing customer interactions, and making your life a whole lot easier.

But with so many options out there, how do you choose the best help desk software for small business needs? Let’s break down what makes a great small business help desk software and how it can improve customer service operations management for companies just like yours.

What Is Service Desk Software?

At its core, service desk help desk software is a tool that helps businesses manage customer inquiries, IT issues, and internal support requests. It acts as a hub where tickets, emails, chat messages, and calls are organized in one place, ensuring nothing falls through the cracks.

Unlike basic email or phone support, a helpdesk ticketing system for small business tracks conversations, assigns issues to the right team members, and automates responses. This is a game-changer for small businesses looking to scale their support without hiring a massive team.

Why Small Businesses Need Service Desk Software

If you’re running a small business, you might be thinking, “Do I really need a service desk software? Can’t I just use email and phone calls?”

The reality is that 53% of customer service teams now rely on help desk software to manage interactions, and for good reason. Small business IT helpdesk software improves response times, organizes communication, and creates a seamless support experience for customers and employees.

The Biggest Benefits:

• Faster issue resolution – No more lost emails or forgotten requests.
• Improved efficiency – Automation saves time and reduces repetitive tasks.
• Happier customers – Quick, consistent responses mean better service.
• Better organization – Track all customer and IT issues in one place.

Trending Now

According to Info-Tech Research Group, a customer-centric service desk is essential for small business growth, as highlighted in their latest industry blueprint, Right-Size the Service Desk for Small Enterprise. The report emphasizes that small businesses, despite limited resources, must adopt structured service desk roles to balance efficiency and customer service. Info-Tech outlines five key roles—ranging from first contact support to specialized analysts and managed service providers—to ensure seamless issue resolution while preventing employee burnout. The research also underscores the importance of centralizing all service desk functions into a single solution to streamline workload management and improve productivity. By shifting from a reactive help desk to a proactive, customer-focused service desk, small businesses can enhance service quality and scalability.

Key Features of the Best Service Desk Software

Not all ticketing software for small business is created equal. Here are the must-have features to look for when choosing the best service desk software for your company.

1. Omnichannel Support

Your customers are everywhere—email, phone, live chat, and social media. A great online service desk software lets you manage all interactions in one dashboard, so no request gets overlooked.

2. Automated Ticketing & Workflows

A good helpdesk ticketing system for small business automates tasks like assigning tickets to the right team member, sending follow-up emails, and escalating urgent issues. This keeps your team efficient and customers happy.

3. Self-Service Portals

Did you know that 81% of customers prefer to solve problems themselves before reaching out to support? A small business contact management software with a self-service portal (FAQs, knowledge bases) can drastically reduce support volume.

4. Cloud-Based Contact Management

A cloud based contact management software ensures your team can access customer data and support tickets from anywhere. Incorporating customer communication management software further enhances efficiency by centralizing interactions across multiple channels. This is perfect for remote teams or businesses with multiple locations, ensuring seamless collaboration and improved customer service.

5. Affordable Pricing for Small Businesses

A help desk for small business shouldn’t cost a fortune. The best solutions offer scalable pricing based on your needs, so you’re not overpaying for features you don’t use.

How Service Desk Software Saves Time & Money

If you’re still on the fence about investing in SaaS service desk software, here’s a stat to consider: 50% of companies using an MSP (Managed Service Provider) saved 1-24% in annual IT costs, while 13% saved over 50%.

That means small business IT helpdesk software isn’t just about improving support—it’s about cutting down on unnecessary expenses and increasing profitability. Similarly, biotech software development is revolutionizing industries by streamlining complex processes and driving innovation.

Service Desk vs. Help Desk: What’s the Difference?

A common question businesses ask is whether they need a service desk help desk software or just a simple internal help desk software. While the terms are often used interchangeably, there are some differences:

• Help Desk: Primarily focuses on IT support and troubleshooting for employees and customers.
• Service Desk: Provides broader customer service solutions, including ticket management, customer engagement, and operational workflows.

For small businesses, choosing a best help desk software for small business that includes both features can streamline operations and improve efficiency.

Real-World Use Cases for Small Businesses

1. Bridal Retail Business

A small bridal store integrated LiveHelpNow’s live chat and SMS features, allowing brides and grooms to text their business directly. This improved response times, resolved last-minute emergencies (like a groom’s missing bow tie), and enhanced customer satisfaction, leading to glowing reviews and increased sales.

2. Educational Supply Company

A leading supplier of science education materials faced a surge in customer emails. Implementing LiveHelpNow’s ticket management system helped them categorize and prioritize inquiries, reducing response times and improving workflow efficiency. The ability to tag and automate responses saved countless hours in labor costs.

3. Medical Equipment Provider

A healthcare supplier specializing in sleep apnea equipment saw a 15% increase in customer satisfaction after adding LiveHelpNow’s live chat solution. Customers appreciated real-time assistance, and the chatbot feature reduced chat volume by 60%, ensuring that human agents could focus on more complex inquiries.

Choosing the Right Service Desk Software for Your Business

With so many options out there, how do you pick the best help desk software for small business?

Ask Yourself:

• Do I need IT support or just customer service support? Some IT help desk software for small business is tailored for tech support, while others focus on customer service.
• Do I want AI-powered automation? Smart automation can reduce manual work and speed up resolutions.
• Do I need integrations? Look for software that connects with your CRM, email, and communication tools.

Why LiveHelpNow Is a Great Choice for Small Businesses

If you’re looking for a service desk help desk software that’s easy to use, affordable, and packed with features, LiveHelpNow is a solid option. Here’s why:

• Omnichannel support – Manage live chat, email, phone, and social media in one place.
• AI-powered automation – Let AI handle common questions and route tickets efficiently.
• Self-service solutions – Reduce support volume with a built-in knowledge base.
• Scalability – Works for startups and growing businesses alike.

Final Thoughts: Invest in the Right Service Desk Software

Customer expectations are higher than ever, and small businesses can’t afford to fall behind. Investing in the best service desk software ensures your support team runs smoothly, customer satisfaction stays high, and your business continues to grow.

Still skeptical? Try it for yourself. Start your 30-Day Free Trial with LiveHelpNow. Play around, see how it fits, and watch the magic happen. You might just wonder how you ever managed without it.

The post The Best Service Desk Software for Small Businesses: Features You Need appeared first on LiveHelpNow.

Have you ever felt like your customer service team was buried under emails, chats, and calls? You’re not alone. Many businesses face the same struggle. Managing inquiries while providing great service isn’t easy. That’s where a customer service ticketing system helps.

A ticketing system organizes inquiries and tracks progress. It speeds up resolutions and keeps your team efficient. It’s the core of an effective support strategy. It ensures your team stays organized and your customers stay happy. Let’s explore how it works and why it matters.

What Is a Customer Service Ticketing System?

A customer service ticketing system acts as a central hub for managing customer inquiries. Emails, chats, and calls are logged as “tickets” in the system.

Tickets are categorized, prioritized, and tracked until resolved. This structure removes the chaos of manual handling and ensures nothing is missed. A 2023 Salesforce report shows 79% of customers expect faster responses compared to five years ago. Businesses using ticketing systems can meet these demands and stay competitive.

Modern ticketing systems also incorporate advanced features like automation, analytics, and AI tools. These features enhance efficiency by automating routine tasks and providing insights that support teams can act on.

Key Benefits of Customer Support Ticketing Systems

1. Improved Organization and Efficiency
   Managing inquiries through emails or spreadsheets often causes delays or missed responses. Ticketing systems assign tickets to the right team members, reducing response times. A HubSpot study found these systems improve efficiency and cut ticket backlogs by 25%.
2. Enhanced Customer Satisfaction
   Keeping customers informed builds trust. A Zendesk report found 90% of customers value regular updates on their inquiries. Prompt resolutions and clear communication increase loyalty and satisfaction.
3. Centralized Information Management
   Ticketing systems provide a full history of customer interactions. This enables personalized responses, which McKinsey research shows can boost satisfaction by 20%. Centralized data also ensures no details are lost, even as teams grow.
4. Actionable Insights
   Analytics tools in ticketing systems drive smarter decisions. Deloitte reports 49% of companies using advanced analytics improve decision-making. These tools identify trends, track recurring issues, and improve customer support.
5. Scalability for Growing Businesses
   As businesses grow, so do customer needs. Scalable systems handle higher volumes without reducing quality. EMB Global found such systems cut response times by 30%, ensuring consistent satisfaction.

Emerging Trends in Customer Service Ticketing Systems

Customer service ticketing systems aren’t static—they’re evolving to meet the changing needs of businesses and customers. Here are some of the latest trends reshaping the landscape:

AI and Automation

AI is transforming ticketing systems with automated routing, predictive analytics, and chatbots. These tools cut response times, improve accuracy, and detect customer sentiment to address critical issues quickly.

Omnichannel Integration

Customers now expect seamless communication across email, chat, social media, and phone. Modern ticketing systems unify these channels, enabling consistent and smooth customer experiences.

Self-Service Options

Self-service portals and knowledge bases let customers solve common issues on their own. This reduces ticket volume and helps support teams focus on complex cases.

Staying ahead of these trends ensures that your ticketing system remains a valuable asset in delivering exceptional customer support.

How to Choose the Right Customer Service Ticketing Software

Selecting the right ticketing software is crucial. Here are some factors to consider:

• Ease of Use: Choose a system with an intuitive interface that requires minimal training.
• Automation Features: Automate repetitive tasks like ticket assignments and follow-ups to save time.
• Integration Capabilities: Ensure compatibility with existing tools like CRMs and email platforms.
• Customization Options: The software should allow you to tailor workflows to your specific needs.
• Security Measures: Protecting customer data should be a top priority.

How to Measure the Success of a Ticketing System

Implementing a ticketing system is one thing, but knowing whether it’s working effectively is another. Here’s how you can measure its success:

1. Response Times: Track how quickly your team is responding to tickets. Faster response times generally lead to higher customer satisfaction.
2. First-Contact Resolution Rate: This measures the percentage of tickets resolved in a single interaction. A high rate indicates efficiency and expertise.
3. Customer Satisfaction (CSAT) Scores: Use post-interaction surveys to gauge how happy your customers are with the support they received.
4. Ticket Volume Trends: Monitor whether the number of incoming tickets is manageable or overwhelming. Analyzing trends can help you allocate resources more effectively.
5. Agent Performance: Measure metrics like resolution times, ticket handling efficiency, and feedback for individual agents to identify training opportunities.

Regularly reviewing these metrics will help you fine-tune your system and ensure it’s delivering the desired results. Use the calculator below to check your FCR rate.

The Human Element in Customer Service Ticketing

While automation and technology are essential, the human element in customer service is irreplaceable. A ticketing system is only as good as the people using it. Here’s why:

• Empathy Matters: Customers value being heard and understood. While a ticketing system can organize issues, it’s the human touch that builds trust and loyalty.
• Personalized Support: Agents equipped with the full history of customer interactions can offer tailored solutions. This level of personalization is something technology alone can’t achieve.
• Problem-Solving Skills: Technology can route tickets, but it’s the agents who analyze complex problems and provide creative solutions.
• Building Relationships: Long-term customer relationships are built through meaningful interactions. Even the most advanced system can’t replicate the rapport a skilled agent can create.

Your ticketing system should complement your team, not replace it. By blending technology with a strong human touch, you can deliver the best possible customer experience.

Why LiveHelpNow Stands Out

LiveHelpNow’s customer service ticketing system is designed to simplify support processes while delivering exceptional results. Here’s what makes it unique:

• Omnichannel Support: Manage inquiries from email, chat, social media, and phone in one centralized platform.
• Real-Time Ticket Tracking: Monitor the status of tickets at every stage of the resolution process.
• Intelligent Automation: Automate ticket routing and responses to common inquiries, saving your team valuable time.
• Collaboration Features: Enable seamless communication between team members within the platform.
• Detailed Analytics: Gain insights into team performance, customer trends, and areas for improvement.

Real-World Success Stories

A behavioral health education provider transformed its operations using LiveHelpNow to manage growing digital communications. By implementing the system, they organized customer inquiries, reducing delays caused by misplaced emails or repeated interactions with different agents. The tools streamlined their processes, making it possible to handle increased demand efficiently, especially during a surge in online class enrollments.

Similarly, a global trading platform addressed language barriers by leveraging LiveHelpNow’s multi-language knowledge base feature. This allowed them to create help centers in nine different languages, ensuring customers worldwide could access the information they needed without language limitations. Agents also used canned responses and analytics to boost efficiency, achieving measurable performance improvements month over month.

Trending Now

Nearly 48% of customer service software solutions are purchased through IT service providers. With global IT spending projected to reach $1,520 billion in 2024, growing at 8.6% annually. This highlights the rising demand for effective help desk tools. LiveHelpNow positions itself as a competitive solution. Offering scalable and advanced features tailored to meet the needs of this expanding market.

The Future of Customer Service Ticketing Systems

As customer expectations evolve, so do the capabilities of ticketing systems. Advanced features like AI-driven analytics, sentiment analysis, and automated workflows are becoming standard. These tools not only improve efficiency but also enable a more personalized customer experience.

For instance, predictive analytics can identify potential issues before they escalate, while sentiment analysis helps teams address customer emotions effectively. According to PwC’s 2023 report, 67% of customers now expect AI to play a role in their interactions with businesses. Meeting these expectations is essential for staying ahead in today’s competitive landscape.

Preparing Your Business for Success

Implementing a customer service ticketing system isn’t just about improving efficiency—it’s about building a support strategy that aligns with modern customer expectations. Whether you’re managing a small team or an enterprise-level operation, the right software can make all the difference.

LiveHelpNow’s ticketing system offers the tools you need to stay organized, responsive, and customer-focused. From multi-channel support to actionable analytics, it’s a solution that adapts to your business’s unique needs.

Ready to Elevate Your Customer Support?

A customer service ticketing system is more than a tool—it’s a cornerstone of excellent support. By investing in a solution like LiveHelpNow, you’re setting your business up for long-term success.

Explore how LiveHelpNow can simplify your support operations. Schedule a demo today and discover the benefits for yourself.

The post Simplify Support with Customer Service Ticketing Systems appeared first on LiveHelpNow.

A couple of days ago, I was catching up with a former colleague who is now a business owner that runs a growing team. They said something that stuck with me: “I feel like my workday is one giant juggling act. Deadlines, tasks, follow-ups—everything’s a mess. Isn’t there a way to make this less overwhelming?”

My quick answer? “You need workflow management software.”

But the more detailed response? Let me walk you through why it works.

What is Workflow Management Software?

Picture this: instead of feeling like you’re drowning in emails, sticky notes, and to-do lists, you have a single, organized system that keeps everything in check. That’s what workflow management software does. It’s like having a personal assistant that never drops the ball.

When I first worked for LiveHelpNow, I thought, “Do we really need another piece of software?” But when I learn more about it, it felt like putting on noise-canceling headphones in a loud room. Everything can become manageable, focused, and—dare I say—enjoyable.

Why Businesses Need Workflow Management Tools

Here’s the reality: we don’t always notice the little inefficiencies that eat away at our day until we find a way to fix them. Studies show that businesses can save up to 77% of the time spent on repetitive tasks by automating workflows. That’s a massive productivity boost.

My former boss, who runs a marketing agency, shared his experience with me:

“When we implemented a workflow management platform, it changed everything. No more late-night emails asking who’s responsible for what. The software kept everything in line, and we were able to focus on delivering results for our clients.”

This story isn’t unique. Research shows that 90% of knowledge workers report job improvements thanks to automation, and 66% have seen their productivity soar. It’s a no-brainer.

Features That Make Workflow Management Software Essential

Not all workflow tools are created equal. Here’s what separates the great ones from the “meh” options:

• Task Assignment and Tracking: Say goodbye to the chaos of forgotten responsibilities.
• Automation: From email reminders to approval workflows, automation saves time and reduces headaches.
• Customizable Workflows: Every business is unique—your tools should reflect that.
• Integration with Existing Systems: Whether it’s your CRM or project management platform, seamless integration makes life easier.
• Analytics and Reporting: Want to know where your team is crushing it or where delays happen? Good software tells you.

In addition to these features, staying connected across teams and time zones is crucial for maintaining efficiency. If your business requires you to travel frequently, especially across different European countries, using an eSIM Europe can help streamline communication, ensuring you’re always accessible for approvals, task tracking, or team updates—no matter where you are.

I remember using analytics for the first time. It highlighted one bottleneck that had been dragging out projects for weeks. Fixing it was simple, but the difference? Huge.

Real-Life Success Stories

How does workflow management software actually help businesses? Here are a few standout examples:

1. One education supply company faced an overwhelming surge in email volume during the pandemic. By adopting a ticket management system, they streamlined communication, saving significant labor costs and reducing response times. The system’s tagging and organizational features allowed the team to categorize and prioritize emails efficiently.
2. A health and wellness brand saw a 137% increase in chat volume over a single year. Leveraging workflow tools, they improved their response times, integrated multilingual support, and maintained award-winning customer service despite the growing demand. Their chat response time dropped to just 30 seconds, which greatly enhanced customer satisfaction.
3. A global manufacturer of specialty woven products revamped their customer support by incorporating live chat and ticketing solutions. With tools like canned responses and efficient inquiry management, they minimized inbound calls and maximized customer interactions. This not only improved customer satisfaction but also streamlined their sales pipeline.

Choosing the Right Workflow Management Platform

Finding the best workflow management software can feel overwhelming, but it doesn’t have to be. Here’s my advice: don’t try to find the “perfect” tool. Look for one that solves your biggest pain point.

Here are some options to consider:

• LiveHelpNow: A great choice if you need a tool that integrates with customer support systems.
• Trello: Simple, visual, and perfect for smaller teams.
• Asana: Advanced features for tackling complex projects.
• Monday.com: Highly customizable and scalable for any business size.

Each has its strengths. It’s about finding what fits your workflow best.

The Future of Workflow Management Solutions

Workflow management tools are evolving, and it’s exciting to see where they’re headed. AI and machine learning are starting to play a big role. Gartner predicts that the hyperautomation software market will hit $1.04 trillion by 2026.

One trend I’m particularly excited about? Predictive workflows. Imagine a tool that doesn’t just track your tasks but suggests the best ways to complete them. That’s the future we’re heading toward.

Key Takeaways

1. Workflow management software organizes the chaos and boosts productivity.
2. The best tools offer features like automation, customization, and integration.
3. Research shows these tools save time, reduce errors, and make teams more efficient.
4. Staying competitive means adopting these solutions sooner rather than later.

Conclusion

Here’s the bottom line: workflow management software isn’t just about making your life easier—it’s about unlocking your team’s potential. Whether you’re running a small business or managing a large team, these tools help you work smarter, not harder.

Still skeptical? Try one for yourself. Start your 30-Day Free Trial with LiveHelpNow. Play around, see how it fits, and watch the magic happen. You might just wonder how you ever managed without it.

The post From Chaos to Clarity: How Workflow Management Software Drives Productivity appeared first on LiveHelpNow.

Or, better yet, your customers. According to HubSpot research, 33% are most frustrated by having to repeat themselves to multiple support reps. 

That is why First Call Resolution, FCR rates, are amongst the top most important key performance indicators when it comes to measuring the success of a contact center. FCR rates directly reflect a team’s capability to solve problems, answer questions, and provide needs the very first time a customer calls. Low FCR rates might lead to lower customer satisfaction, customer churn, and loss of customer loyalty. All that, in turn, can lead to decrease in revenues as the result. 

What is First Call Resolution? (FCR)

First Call Resolution (FCR) is a customer service metric that measures a contact center’s ability to resolve customer issues or inquiries during their first interaction, without the need for follow-ups or escalations.

Why FCR Matters:

1. Improves Customer Satisfaction: Quick solutions make customers happier.
2. Boosts Efficiency: Fewer repeat contacts save time and resources.
3. Reduces Costs: Resolving issues upfront lowers operational expenses.

First Call Resolution is a vital indicator of how effectively a support team meets customer needs and ensures a smooth service experience.

Before we examine ways to improve low First Call Resolution scores, it’s important to seek the root of the problem and discover the reasons for low rates. 

Reason 1: The left hand doesn’t know what the right hand is doing. 

To ensure smooth operations agents must be able to track and view the history of all customer communications. If the customers have to reiterate their issues multiple times, recalling all the details of their previous connections with a company they will get frustrated. Not only that, but the time an agent spends with the customer recalling all the history instead of solving the current issue is the time wasted. It costs the company money in addition to lowering customer satisfaction scores. 

n a successful customer service organization only one agent is necessary to answer a customer’s inquiry. If an agent resolves the problem on the first customer contact both the company and the customers are saving time and money.

To ensure that all agents have access to all customer information, there are a few tactics to implement.

• Invest in an efficient live chat software that has intelligent features like real-time visitor monitoring and pre-chat surveys.
• Implement CRM software which will allow your staff to better organize, track and access customer data.
• Ensure that your FAQs and knowledge base are regularly updated.
• Establish a solid omnichannel system of communication.

“Document what Bain and Company calls, “Episode Management”, a map of customer-facing and back office processes that impact the customer experience to help boost FCR rates.” (Tom Huberty, Huberty Performance Learning, LLC)

Reason 2: Training is lacking. 

Even in a contact center with the best tools, agents must know how to handle situations properly or all will be lost. If an agent continuously transfers customers to other agents when encountering an unfamiliar issue, the initial answering agent learns nothing. It’s essential, therefore, to provide training. 

The solution to low FCR rates is to ensure all agents undergo intense training and are qualified to handle all fundamental customer concerns.  Training is the key to unlock every agent’s potential. When contact centers fail to invest in their people’s capabilities, the effect manifests itself as terrible customer service.  (Jerry Han, Chief Marketing Executive, PrizeRebel)

Training agents should consist of, naturally, reviewing company’s policies, guides, and handbooks. Even seasoned agents can benefit from continuous professional development through ebooks, webinars, and similar materials. Continuous training, in addition to improving agents’ skills, keeps them motivated and prevents agent burn out. 

Working to resolve common customer service problems as part of the training is a good strategy. Even better one is to ensure agents work behind the scenes with other agents and supervisors when they encounter something they have not resolved before instead of transferring customers. That will insure future understanding of similar situations and increase the overall FCR rates. 

Reason 3: Agents lose motivation. 

Agent motivation plays an important role in overall performance  and the bottom line for the company. High turnover and unmotivated agents cost contact centers a lot of money. According to one report,  the cost of replacing a frontline employee is about 20% of a full annual salary. For a contact center of about 50 employees this could translate to more than $100,000 yearly in turnover costs. (CRM Gamified) Lack of motivation also affects FCR rates. 

Employees must be motivated to increase their performance so that it has an impact on first call resolution. To do this you must first make them aware of your goals related to FCR, allow them to track their own performance, give them feedback, recognition and rewards tied to their performance and ensure that the entire team recognizes a good performance (using peer recognition and rewards systems). Increasing agent’s motivation to improve their performance will have a significant impact on FCR. (TalkDesk)

There are various ways to motivate contact center employees. We recently covered the topic extensively in our comprehensive article: How to Motivate Contact Center Agents: Lessons From Kindergarten (it’s one fun read, if we say so ourselves). 

Bottom Line for FCR Rates

FCR rates play an essential role in a contact center performance and overall customer satisfaction. If the rates are low, it’s important to find the cause and fix the underlying problems. Then contact center managers can move on to implementing more specific strategies to increase FCR rates further. 

The post Top 3 Reasons Your First Call Resolution (FCR) Rates are Down appeared first on LiveHelpNow.

First call resolution (FCR) is one of the most important customer-service metrics. Especially so for businesses handling a substantial number of customer-service inquiries. It’s a good indication of how efficiently a service team is providing support. It also serves as a predictor of customer satisfaction, brand reputation, and operational efficiency. It can ultimately affect a company’s bottom line. 

If you aren’t tracking your FCR, you should be. In this article, we talk about what First Call Resolution is, why it’s important, and how to improve it. 

What Is First Call Resolution?

First Call Resolution (FCR) is a measurement used by call centers and other service centers to determine what percentage of customer queries are resolved on the customer’s first interaction. This measurement is mostly applied to phone calls, but it can be calculated using any service channel or support experience. Of all call-center metrics, FCR is one of the most important, as it indicates overall call-center performance. 

As applied to other contact channels – social media, chatbots, live chat, and other service channels – the term “first contact resolution” is used. This metric is important because it directly correlates with customer satisfaction. The quicker a support agent can provide a resolution, the happier the customer tends to be. Delayed resolution affects customer satisfaction. As a quick resolution becomes a hallmark of a business, brand loyalty also increases.

How to Calculate First Call Resolution

The First Call Resolution formula starts by tracking the total call volume your customer service team receives in a given time period. Depending on the business, you can also track texts, emails, social media messages, chats, and any other method your business uses to communicate with customers.

Next, keep track of how frequently problems get solved on the first attempt, as opposed to calls that require additional assistance or repeated calls. You can then calculate your business’ FCR score by dividing the second number by the first. 

Here is an example of the FCR formula at work. Let’s assume you receive 1,000 calls from customers in any given month. If 200 of those calls are resolved without the need for any additional calls or support, then your FCR ratio is 200/1000, i.e., 20 percent. Depending on your contact center’s ability, these numbers could be higher or lower. 

Improving First Call Resolution

The first step in improving first call resolution is identifying common issues that require multiple contacts throughout the resolution journey. As you examine your contacts, you’ll probably start to notice patterns or customer issues that require multiple contacts to resolve. 

The next step is to uncover processes within your customer service that are causing these multiple contacts before a resolution can happen. For example, if multiple departments are involved in a common customer problem, consider consolidating that resolution process. When a customer is required to contact multiple people or departments, the likelihood of a quick resolution decreases.

Implementing Strategies to Improve FCR

Enhance Agent Training and Knowledge

When agents aren’t properly trained or lack product/service knowledge, FCR becomes extremely difficult. Such representatives may escalate many of their calls to superiors because they don’t know how to resolve the issue. Better customer service training and resources for support agents will increase FCR.

Streamline Contact-Handling Procedures

Try to reduce the number of steps needed to handle common repeat requests. If your current contact-handling procedures involve repetitive tasks, automate them whenever possible. Reduce the burden on your support team by creating templates they can follow for the most common customer issues. 

Empower Agents to Make Decisions

After a while, customer service agents can become very knowledgeable about how to best help their customers. Empower them to be able to make decisions that will please customers without having to constantly get approval or follow antiquated guidelines that may not be changing with the needs of your business.  

Implement Self-service Options

If possible, let customers help themselves through self-service options such as a portal, online knowledge base, FAQ page, or community discussion board. Knowledge-base articles are simple to create and post online, making them a popular option for most businesses. A customer’s first contact with a self-service option is often enough to resolve most issues. If they have more complex issues or can’t find a solution themselves, they can contact support.

Training Agents on First Call Resolution

Agent training is one of the most important factors to consider when trying to improve your First Call Resolution rates. A well-trained agent can navigate complex issues and make the customer feel valued. Train agents to have a deep knowledge and understanding of what your business offers. Only then can they share that knowledge with customers.

Don’t forget to teach your customer service agents effective communication, listening, problem-solving, and decision-making skills. These soft skills are the difference between a poor customer service representative and a great one. Some people are more naturally gifted in these areas, but everyone can develop these talents with effort and practice. 

Promote a customer-first mindset within your company. Developing an empathetic approach to customers and having a positive mindset will make your FCR rating grow. Don’t forget to offer periodic training sessions to your support agents. Everyone can benefit from a reminder to focus on FCR goals.

Tools and Technologies to Improve First Call Resolution

FCR isn’t all about customer service agents. Leveraging technology is a great way to improve First Call Resolution. 

Customer Relationship Management (CRM) Systems

If you aren’t using a CRM system, consider implementing one. This type of software makes it easy to keep track of customer interactions. You’ll be able to see service history, talk time, contact reason, and a history of email support, including any follow-up emails. It is much harder for customers to fall through the cracks when using a CRM system. 

A CRM system can also track total resolved cases, agent performance, agent productivity, call colume, and average handle time. It will expose excessive wait times and provide quality monitoring. These essential metrics and insights can help raise FCR rates.

Knowledge Bases and Self-service Portals

Create a robust knowledge base and customer self-service portal so that customers can solve their problems without having to contact support. It may seem counterintuitive, but customers would rather solve their own problems than call in to support.

Call Analytics and Reporting Tools

Use contact analytics and reporting tools to get a bigger picture of what’s going on within the business from a customer service perspective. Some tools will automatically calculate FCR and other measures of customer service success to make keeping track even easier. 

Automatic Call Distributors and Intelligent Routing 

Whether it’s calls, texts, chats, or other messages, routing customers to available agents is essential. Using automatic call distributors and intelligent call routing makes this a simple process and allows agents to engage customers in the shortest time possible. Include callback options in whatever system you use to increase the options available to customers.

Almost 90% of customers expect their issue to be resolved in a single call, which is why ‘First Call Resolution’ is one of the most critical metrics within the #ContactCenter.

Learn how automatic call distribution helps organizations make that happen: https://t.co/rK0JQTaAQ5

— Nextiva (@Nextiva) May 23, 2022

Best Practices for Achieving High FCR

Whatever your current FCR is, it can always be improved. Try some of these best practices and find out which ones work best for your business.

Set Clear Goals for FCR

In order to change and improve, you first need to measure. Find out what your FCR is currently and set a goal to improve it. A realistic goal for your business will depend on how complicated your product or service is. Be careful not to set unrealistic FCR expectations. A better approach may be to set a goal for improvement. For example, whatever your current FCR is, set a goal to improve by 5 percent. Clarify any conflicting priorities and conflicting performance goals.

Monitor and Measure FCR Regularly

Don’t take your eye off the ball when it comes to FCR. Monitor it regularly to ensure that more resolutions occur during that first contact. Don’t forget what a high FCR means: happier customers, better reviews, and a lower overall customer service cost, to name a few. 

Collect Customer Feedback to Identify Areas for Improvement

Dissatisfied customers will always let you know where you fall short. Don’t shy away from asking for feedback, and don’t forget to act on it. Collect post-call surveys or conduct other methods of feedback collection. Making improvements to your customer service will contribute to an improvement in FCR. 

Recognize and Reward Agents Who Consistently Achieve High FCR

An agent that can consistently achieve a high FCR is an asset to your business. Foster this positive achievement in all your agents by recognizing their achievements. Consider offering rewards or incentives to agents that achieve a high FCR. It could be something small like an extra break or a gift card. It could also be something more significant if measured over a longer time period. 

First Call Resolution: Key to Customer Satisfaction 

First call resolution is an important metric to track and improve because it directly correlates to a customer’s satisfaction. Happy customers are the lifeblood of a business. If you haven’t been tracking FCR, now’s the perfect time to start. Train your agents, leverage technology, and implement best practices for improving FCR. This will lead to better service, happier customers, and increased revenues. 

The post First Call Resolution: What It Is and How to Improve It appeared first on LiveHelpNow.

When employees love their jobs, their work performance and engagement is better. With more effort comes higher efficiency, better results, and with that more satisfactory customer experience. 

It is, therefore, essential for leaders to ensure employee engagement in order to create a satisfactory customer experience. 

The way employees are treated has a direct impact on how customers are treated. If the internal culture of a company fosters empathy and emotional engagement, it will have a similar positive impact on the customer’s experience.

— Shep Hyken (@Hyken) June 6, 2019

Happy employees are important for any business to succeed. 

Unhappy employees are bad for business. 

Customer service representatives deal with customers directly. The happiness of these agents will determine the degree of satisfaction for the customers. 

This is a cry for help posted on Reddit by a very unhappy customer service representative. 

Unfortunately, while many unhappy employees do not always openly voice their dissatisfaction, this can be a common attitude among customer service representatives.

Currently, less than two-thirds of customer agents are happy in their roles and more than a third don’t intend to stay in their jobs, according to a national study done in March 2017. The study polled 500 active service reps and was conducted by Aspect Software in partnership with Conversion Research.

How would an employer know how happy the customer service agents are?

There are two ways of finding out:

• Conducting an agent satisfaction survey, asking the employees how they feel about their jobs. 
• Evaluating agent performances – after all, happy agents will have better work results

Once the management learns how happy (or unhappy) the agents are, it can employ various strategies to improve the scores.

So here are six ways to make customer service agents happier.

1. Establishing Strong Company Culture

   
   

Companies with strong culture have less staff turnover than those who don’t. Weaker culture companies have a turnover rate of 48.4%. Companies with strong culture have a turnover rate of 13.9%. 

Company management must play an active role in culture building to ensure a consistent, healthy, and positive company culture.

There are six steps to developing company culture; implementing and reinforcing them can really improve the morale, bring more unity and positivity, and increase efficiency in an organization.

• Define purpose
• Define common language and values
• Establish effective leadership
• Implement engaging team building
• Communicate
• Treat agents with respect

Successful companies use these culture-building strategies throughout their operations. Examples of companies who really focus on company culture include Disney, Pepsi, and Google. 

Employees of these companies and others that actively work on building a strong culture report higher satisfaction rates and, therefore, better business practices.

2. Encouraging growth

Humans need to grow. Growth is life.

Growth in the workplace is essential. Without it employees will lose their motivation, becoming stagnant and dissatisfied. Employers can encourage growth by implementing growth opportunities for customer service agents.

Agents will be more inspired, driven, and motivated if they have a chance to grow in four ways:

• Financially – the possibility of higher income motivates other growth 
• Professionally – mutually beneficial, gaining new skills increases motivation
• Career-wise – moving up the organizational ladder is both prestigious and inspiring
• Personally – personal goals as important as professional

There are various ways in which employers can promote growth in all four areas. Doing so will be beneficial for the entire company. 

In the TED talk below Tamekia MizLadi Smith addresses the truly human aspects of professional development – compassion, empathy, and personal connections. She talks about the importance of training and how encouraging and helping agents to understand the “why” of their actions makes them better at their jobs.

3. Communication: Feedback and Recognition

Imagine working at a job day in and day out and wondering if your work even matters. 

Well, most of us do not need to imagine. Unfortunately, this is often a reality of our workplaces.

But that doesn’t mean it can’t change. 

Communicating, recognizing, and giving constructive feedback can build bridges between the agents and the management. These practices can also serve as staircases to employee job satisfaction. 

Knowing our work matters and is meaningful is important for motivation. And when recognized for what we do we will strive to do even better. 

One way of recognizing success is setting goals for agents. Measurable goals can improve company culture and decrease agent turnover in a customer service call center. 

Some metrics for goal-setting are:

In the video below Glenn Rolfsen discusses a simple strategy to improve communication in an unhealthy work environment.

4. Provide Necessary Tools

No matter how talented your customer service team is, you must give your agents the right tools.

While your software arsenal can vary depending on the type of business you run, some tools are universally helpful.

Live chat apps can help provide better customer service by improving response times and even help build trust. Providing customers the option to text your business further improves customer service.

75% of consumers say it’s absolutely critical or very important to interact with a salesperson who is available when they need them. This is where live chat apps can offer an online presence for consumers, even 24 hours a day if needed.

With more consumers shopping online than ever before, companies must keep pace by providing a mobile-friendly option for customer service.

The best live chat apps provide a streamlined mobile customer service solution that can correspond with customers in a simple text message.

Other useful customer service tools include ticket management systems, FAQ knowledge base, and good old fashioned agent training through handbooks and other materials. 

As we discussed above, professional development is important and with the continuous technological advances agents will need learning support throughout their career.  

While technology is extremely helpful when it comes to customer service, one thing is even more crucial – human customer relations.

As a live chat development company, we deal with a large volume of digital communication. The one question we get a lot is “are you a real human?” 

Whether customer communications take place over the phone or via chat or email, humans want to talk to other humans. 

It is, therefore, essential to personalize your customer service communications, add humanity, empathy, and that special human touch every customer craves. 

In the video below Blake Morgan, a customer experience futurist, talks about the importance of personal communication in a call center and how it is still relevant in the digital era. 

5. Provide Positive Physical Environment

According to a 2011 research study on how workplace design contributes to mental health and well-being, the average person spends 33 percent of their waking time in their workplace on a weekly basis. 

Physical workplace environment has a major impact on everything from happiness and mood to productivity and focus. The study concludes that “good working conditions enable employees to work effectively” and that “investments in the physical workplace that create those conditions pay back quickly.”

 According to designer and author Ingrid Fetell Lee there are four ways to create positive physical work environment:

• Adding color
• Bringing in the light
• Embracing nature
• Adding transcendence

Fetell goes into detail about the importance of the above elements in the workplace in the video below:

6. Add Value to Work

We talked about the importance of meaningful work above, but it’s important to note that adding value to every task is crucial.

Modern generation of employees wants valuable tasks at work more than ever. In fact, 74% of millennials want a job where their work feels meaningful.

Agents want to know why they are doing what they are doing, what the purpose of each task is, and what difference it makes for the customer and the company as a whole. 

Here are some ways to add value to a customer service agent’s work:

• Show how work makes a difference: stories of happy customers, resulting in additional business, positive reviews
• Pay personalized attention to an agent’s work. Offer specific feedback and recognition. 
• Trust in an agent’s abilities by allowing personal troubleshooting and project initiative. Let the customer support agents come up with their own strategies for customer service growth and improvement. Do not micromanage. 
• Create new opportunities. Doing the same work the same way might become mundane. Allow room for advancement and improvement. Growth is essential for happiness. 

Daniel Rodic discusses adding value to work and business in the below:

Conclusion

Creating a positive environment for customer service representatives makes their work-life better. It makes the overall company environment better and, in turn, improves customer experience.

The post Six Ways to Make Your Customer Service Agents Love Their Jobs appeared first on LiveHelpNow.

These are values Carolina Biological Supply Company holds close to its heart. It instills these principles into everything it does, from staff training to its products and services. And most of all, of course, when it comes to its customer support. 

And so, following a number of years of successful experiences with LiveHelpNow live chat service, Carolina Biological added another tool to its customer support arsenal. To help “get control of growing email volume” the company implemented the ticket management feature. 

“Email management is one of the most important pieces of software we purchased in Customer Service in my eight years with Carolina Biological,” says the Director of Customer Service, Stephen Kidder. “We implemented email management right before the Covid restrictions, and it could not have come at a better time. Customers began to use email as a major medium of communication with us. We saw our email volume grow exponentially, and it has not let up.”

With increasing digital communications across many industries, many companies can relate to the challenges Carolina Biological faced. After all, digital communication, including email, has shown a significant increase since the beginning of the pandemic. 

LiveHelpNow’s ticket management feature helped Carolina Biological organize and keep its email communications under control. Let’s see how this tool can successfully improve email communications for any company, big or small. 

Carolina Biological Supply Company: Science Education Supply Solutions

The challenges of increasing email communications might be new to Carolina Biological, but the company has seen it all during its 90-plus years – yes, 90-plus! – years of history in the business. Based in North Carolina, the company has been providing science educators and professionals with various scientific supplies for decades. 

Carolina stays in tune with the needs of science educators.  The product line is broad and deep.  The company specializes in serving the needs of science educators and students at all levels, from kindergarten to postgraduate studies.  Through it all, Carolina’s number one goal is world-class customer service.  

The company employs over 450 people, many of whom are former educators. The staff understands the unique challenges teachers face in the classroom and laboratory. The company often collaborates with teachers and institutions to create new educational products. 

With a large customer base, a large and increasing variety of products, and thousands of customers with various needs, Carolina Biological faces many challenges when it comes to customer communications. As Kidder mentioned, the pandemic increased the customer email volume, increasing the need for expanded customer support. Additionally, the pandemic changed the format of their customer support as the department now operates approximately 85% of its staff remotely.  Once again, LiveHelpNow tools came in handy during the challenging times. 

“Teachers moving to remote learning had a major change on how they chose to communicate with us. We needed email management to help us handle the increase in email communications,” Kidder says. 

Ticket Management Solution Helped Organize Email Communications

According to Kidder, the ticket management solution helped the company in one major way – organization. 

Here is how our intelligent email and ticket management inbox works. 

Intelligent Inbox

First, with the ticket management system, users have the option of creating a unified inbox.

• Customer emails turn into trackable tickets that include attached files. 
• All conversations are threaded – even those that take place through live chat, SMS, or social media messages – meaning they stay together.
• Customers can receive automated ticket status notifications that include company messaging.
• Ticket triggers can help manage support workflows manually or automatically. 
• Customizable rules and conditions pull all customer emails into one convenient dashboard.
• Email-to-ticket integration can combine web form input, ticket communications, and emails into one omnichannel stream. 
• Adding a company logo and messaging can help support branding.

“LiveHelpNow helped us organize and structure our emails, using various rules and conditions,” Kidder says. “[The solution] has allowed us to properly categorize and prioritize emails, automatically reroute emails to appropriate departments, and auto-close emails where no action is required. This has been saving us countless hours in labor costs, among other things.”

Using the solution also gave the customer support team the confidence that they were providing the best service possible.

“Since implementing email management, email processing is more efficient, resulting in reduced turnaround response times and consequently, better service for our customers,” Kidder says. “My group has done a nice job effectively utilizing the organizational features/functions and reporting capabilities LiveHelpNow has to offer.  The reporting features within LiveHelpNow give me a much more detailed look at what is coming in, when it is coming in, and how long it has been open.”  

As Kidder reports, LiveHelpNow ticket management features can help with the organization of email communication. But they offer much more than that. 

Here are some of the specific features that came in handy for Carolina Biological supply. 

Tagging Feature of Ticket Management 

With increasing email and other digital communications, companies might become overwhelmed. One solution to this common pain point is our manual and automatic tagging feature. 

While each customer interaction has its own details, many conversations relate to issues that customer service agents handle often. These could be questions about pricing, upgrades, technical, or other common inquiries.  Tagging provides valuable insights into the client base. It also categorizes communications and organizes them into manageable segments. Multiple inquiries about a specific feature customers would like to see can spark the initiative to develop such a feature or product. Chronic customer complaints about a specific issue can help come up with a solution. Tagging can help keep track of all such inquiries. 

Automatic tagging can tag interactions based on the language used within the communications. Additionally, agents can use up to five tags for cross-reference. 

“Utilizing the tagging features, we can identify the reason why customers email and chat with us,” Kidder says. “We use this data to adjust our customer service operations. For example, frequent reasons for contact led us to implement self-service options to handle several common contact reasons.”

Keyword Search Ability and Auto-Close Features

Beyond tagging, the ticket management tool provides the ability to search customer communications based on specific keywords. This feature not only helped Carolina Biological to better serve its customers but also saved the company time and money. 

Kidder explains that the company receives hundreds of automated emails from various vendors. The majority of these communications require no further actions on Carolina Biological’s part. However, in instances when the company must contact a customer about an order, these automated communications are very useful.

“Because these emails are in the same format, we look for keywords and can auto-close the majority of emails in which we do not need to contact customers,” Kidder says. “This auto-close feature we developed has saved us countless hours of meaningless work and costly labor.”

Reporting as an Important Feature of Ticket Management 

You can’t know where you’re going if you don’t know where you have been (or where you are, for that matter.) When it comes to LiveHelpNow’s ticket management solution, the reporting feature can help discover where a company’s customer service is on the map.  

For Carolina Biological, the ticket management reporting provided some data that helped assess and improve their customer service experiences. 

“We answer all customer emails within 24 hours and most emails are answered the same day,” Kidder says.” Because of the tagging feature, we have a better understanding why customers email and chat with us. And so, we have used this data to help us identify several improvements to the customer experience.  We are also able to audit agent emails/chats for quality assurance purposes.”

As a result, the quality of Carolina Biological customer service has gone up, as customers reflect their satisfaction with NPS surveys, Kidder says. With that, the customer service team gets a boost in motivation for further improvement. 

“Our agents are willing to adapt to changes in our market and learn new technologies and software applications like LiveHelpNow to better serve our customers,” Kidder says. 

Knowledge Base and Self-Service Features

Growth inspires more growth. 

As Kidder mentioned, the ticket management solution helped Carolina Biological to discover additional customer needs. One of those is the need for self-service. 

“We are now adding the Knowledge Base function for two reasons,” he said. “First, we are utilizing the LiveHelpNow Knowledge Base to help our customer service representatives find information much easier. Second, we are looking to make the customer experience better for those customers who are looking for self-service and find answers to their questions in our knowledge base library.

Of course, we have yet to leverage all the features and functions of LiveHelp but look forward to continuing to work towards adding new features to help our agents and our customers.”

The post Ticket Management Made Easy for Carolina Biological Supply appeared first on LiveHelpNow.

Even one instance of poor customer experience is enough to lose a customer. In fact, an American Express customer service study found that 33 percent of consumers would consider switching companies immediately after experiencing poor customer service.

On the other hand, a very positive customer service interaction can prevent customers from doing business elsewhere, even if they have experienced an issue of some sort. According to Salesforce, 78 percent of consumers “will forgive a company for its mistake after receiving excellent service.”

Customers want to be heard. They want to feel as if the problem they’re experiencing matters to the person with whom they’re speaking. The representatives with highly developed communication and interpersonal skills and a high level of emotional intelligence make customers feel this way. These skills don’t come naturally to everyone. But they can all be learned and developed through practice. In this article, we’ve identified seven of the most important communication skills for customer service representatives. We also offer some tips for developing them. Mastering these skills will help anyone become a more effective communicator. Lasting relationships with customers and an enhanced brand reputation will naturally follow.

1. Active Listening

More than merely listening, active listening applies focus and attention to what the customer is saying. It’s easy for a customer to tell when a customer service agent isn’t really listening to them. Simply going through the motions as if reading from a script just won’t do. Active listening, or effective listening, is also key in preventing miscommunications.

Tips on Developing Active Listening

• Focus on the customer. Don’t pull up files or work on other projects when you’re listening to him or her.
• Show interest in what the customer is saying through confirmation language such as “I see” or “I understand.” If applicable, nod and maintain eye contact during the interaction.
• Repeat back to the customer the jist of what he or she has just said to you. This demonstrates that you understand and were actively listening.
• Ask open-ended questions that allow the customer to elaborate. This shows them you’re trying to completely understand their concern or problem.
• Practice active listening with coworkers, friends, or family members. Skills take practice. After a while, active listening will become natural. Active listening skills will pay dividends in your professional and personal life. 

2. Patience 

A customer service representative has the difficult job of remaining calm and collected, especially in the face of a frustrated or confused customer. This is no easy task, especially at the end of a long day. Patience can go a long way in helping the customer come away from an interaction feeling positive.

Tips on Developing Patience

• Establish realistic expectations for your interactions. Not every customer will have a problem that can be easily solved. Nor will every customer understand what you’re communicating to them. Understand that this is all part of the process.
• Avoid taking things personally. No one wants to be yelled at or criticized, but do your best to remember that customers may be frustrated or angry due to circumstances beyond your control. It’s not your fault, even if the customer is speaking to you as if it is. 
• If you feel your patience is wearing thin, take a small break. Drink some water, stretch, or speak with a coworker to reduce your stress and frustration. 

3. Empathy

Empathy, or putting yourself in someone else’s shoes, is a difficult skill to develop. However, it’s one of the most powerful skills you can use during customer interactions. Even if you can’t fully relate to a customer, there are ways to show them you care. As more companies turn to automation for customer service, the human touch will go a long way toward creating loyal customers.

Tips on Developing Empathy

• Use phrases like “That must be very frustrating” or “I can see why you’re upset.” Empathy statements let the customer know that you’re able to see things from their perspective.
• Let the customer know you’re on their side. Confirm to them that their problem or concern warrants action on your part and that you’ll work with them to reach a resolution.
• Avoid being defensive. Customers often see the customer service rep as the person responsible for their issue, despite that rarely ever being the case. Avoid sidestepping blame or addressing fault and focus on resolving the customer’s issue.

4. Problem-Solving

The ability to quickly and effectively solve customer problems is the foundation of all problem-solving skills. The customer has come to you seeking a solution, and they expect you to provide one in a timely manner. 

Tips on Developing Problem-Solving

• Acquire a deep understanding of your products and/or services. Before you can come up with the best solution for any given situation, you need to know what the options are. Be able to respond to customer inquiries about a specific product update or general product knowledge. Have relevant details and even free resources on hand to share with customers. This will eliminate a huge amount of customer frustration.
• Come up with multiple solutions. Even if the solution the customer is asking for isn’t possible, providing several other options gives the customer the power to choose. Everyone wants to choose.
• When possible, always choose the best solution for the customer. Even if what they’re requesting is possible, if there’s a better option, advocate for it. This demonstrates your deep knowledge to your current and potential customers.

5. Clarity

When communicating with customers, it’s important to make sure that what you’re saying is exactly what you mean. This is the best way to quickly resolve a customer’s concern. This can be difficult if the product or service is technical or complicated in nature, but in such cases, clarity is even more important. 

Tips on Developing Clarity

• Avoid using technical jargon. Customers may not understand what you’re trying to convey.
• Use examples when applicable. Complicated ideas can be made simple with a good example. 
• Check for understanding. When you’ve finished explaining something, ask the customer if they’ve understood what you’ve said. 
• Be concise. Don’t give the customer unnecessary information that could cloud their understanding. 
• Ask clarifying questions. If you don’t understand what the customer is saying, there’s no way you’ll be able to provide the best solution.

6. Persuasion 

As a customer service representative, you have limited control over what solutions you’re able to offer to the customer. This means you’ll often have to rely on your persuasion skills. It’s your job to help persuade the customer that your proposed solution will work for them.

Tips on Developing Persuasion

• Build rapport between yourself and the customer. The customer will be more open to accepting your solution if you’ve developed some goodwill between yourself and the customer.
• Highlight the benefits of your solution. Make it clear to the customer how your proposed solution will benefit them, even if it’s not what the customer originally wanted.
• If possible, offer incentives or rewards to the customer. If it’s in your power, a discount or reward can be very persuasive to a customer.
• Use positive language. Discussing an alternative solution with a positive tone can help the customer accept your solution, even if it’s not what they originally wanted.

7. Adaptability

Anyone who has worked in customer service knows that interactions don’t always go according to plan. Being able to come up with the best solutions, even in difficult situations, is what adaptability is all about. 

Tips on Developing Adaptability

• Stay informed. Make sure you’re aware of any and all solutions available to customers. This information makes it much easier to adapt to unexpected situations in the future.
• Be flexible. Don’t let rigid operating procedures stifle your ability to adapt to the different needs of customers.
• Collaborate with colleagues. Others might have approaches to problems that you’ve never thought of and could incorporate yourself. 
• Provide proactive customer service. Following up after an interaction is a great way to surprise a customer and show them you’re willing to go the extra mile. This may not be applicable in every situation.
• Leverage customer feedback or survey responses to confirm your clients’ satisfaction. If you’re in a customer-facing role, use feedback to verify that you’re asking effective questions and explaining complex concepts. If you find that several customer complaints share a similar theme, adapt your approach to overcome these issues.

Customer Service Communication Skills: A Way to Customers’ Hearts

With the wide range of product and service options available to customers today, positive customer interactions and customer happiness are more important than ever. For those preparing for certifications, utilizing reliable resources like Microsoft AZ-140 practice test dumps can enhance their success. Whether you’re working in a call center talking to customers or communicating via email, text messages, live chat, or social media, investing in these seven skills can greatly enhance the effectiveness of your customer service. Positive interactions, happy customers, and customer retention will prove to you the value of communication skills. Apply these tips to strengthen your customer service communication skills or implement them as part of a customer service training program or business growth initiative.

If you’re looking for a better way to engage with your customers and deliver exceptional service to your customer base, consider using the LiveHelpNow chat service. Chatbots can improve customer engagement and reach customers who aren’t as inclined to contact you via phone. Book a free demo to see what LiveHelpNow can do for your business.

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