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.

Understanding AI Knowledge Base Management

AI knowledge base management may sound like something out of a sci-fi movie, but it’s a real-life tool that helps real customers. Let’s start by defining what it actually means.

In the realm of AI-assisted customer support, knowledge base management refers to the utilization of advanced algorithms and technologies to store, organize, and retrieve vast amounts of information. It’s like having a super-smart sidekick who can instantly retrieve information and generate responses.

Imagine a scenario where a customer reaches out to a support agent with a complex query. Instead of spending valuable time searching through endless documents and resources, the support agent can rely on an AI-powered knowledge base management system. This system can quickly analyze the customer’s query, search through its extensive database, and provide accurate and relevant solutions in a matter of seconds. It’s like having a personal genius at your disposal.

At its core, it relies on machine learning algorithms that continuously analyze and understand the vast amount of data stored within the knowledge base. These algorithms can identify patterns, extract relevant information, and generate insights that aid in resolving customer queries.

AI knowledge base management systems employ natural language processing (NLP) techniques to understand and interpret customer inquiries. NLP allows the system to comprehend the context, sentiment, and intent behind the customer’s message, enabling it to provide highly personalized responses.

One of the key advantages of AI knowledge base management is its ability to learn and improve over time. As the system interacts with more customers and accumulates more data, it becomes increasingly adept at understanding and addressing a wide range of customer queries. This continuous learning process ensures that the knowledge base remains up-to-date and capable of delivering accurate solutions.

AI Advances in Knowledge Base Management

Knowledge base management is a crucial aspect of any organization’s operations. It involves the creation, organization, and maintenance of a repository of information that is easily accessible to employees and customers. Traditionally, this process has been time-consuming and labor-intensive, requiring manual categorization and tagging of data. However, with the advent of Artificial Intelligence (AI), knowledge base management has been revolutionized.

We’ve all received those generic, copy-paste responses that make you question if you’re talking to a robot. Luckily, AI can do better. With natural language processing, AI can understand customer queries and generate personalized responses in a flash. 

AI-powered knowledge base management systems can review customer queries, identify the underlying intent, analyze the sentiment, and generate tailored responses. By understanding the nuances of human language, AI can provide accurate and contextually appropriate answers. This not only saves time for both customers and support agents but also enhances the overall customer experience.

Moreover, AI can go beyond simple text-based responses. With advancements in natural language generation, AI can generate detailed and informative explanations, step-by-step guides, and even interactive visualizations to assist users. This level of automation and intelligence in response generation significantly reduces the need for human intervention, allowing organizations to handle a larger volume of customer inquiries efficiently.

Benefits of AI Knowledge Base Management in Customer Support

AI knowledge base management goes beyond just being a fancy technology. It has the power to revolutionize the way businesses interact with their customers, providing a seamless and efficient support experience. 

Let’s dive into some of the key benefits.

Improving Customer Satisfaction with AI

Happy customers, happy life! AI knowledge base management ensures that customers receive accurate and personalized solutions in record time. Gone are the days of waiting on hold for hours or being transferred from one agent to another. With AI, customers can access a vast repository of information and find answers to their queries instantly.

AI systems have the ability to learn and adapt to customer preferences, providing tailored recommendations and solutions. This level of personalization not only saves time but also makes customers feel valued and understood. It’s like having a knowledgeable support agent available 24/7, ready to assist with any issue.

By leveraging AI in customer support, businesses can significantly enhance customer satisfaction rates and build long-lasting relationships. 

Employee Satisfaction and Efficiency

AI frees up human agents’ time, allowing them to focus on complex issues that require a human touch. By automating routine tasks and providing instant solutions to common queries, AI empowers support agents to tackle more challenging and intricate problems. This not only improves the efficiency of customer support operations but also enhances the job satisfaction of support agents.

Another significant advantage of AI in customer support is its ability to provide consistent and accurate responses. Unlike human agents who may vary in their knowledge and expertise, AI systems deliver standardized information and solutions. This ensures that every customer receives the same level of service, regardless of the support agent they interact with. The use of AI results in fewer agent mistakes and more satisfactory customer service. 

Cost-Effectiveness of AI Systems

Time is money, and AI saves both. By automating mundane tasks and providing quick solutions, AI reduces the workload on human agents. This means faster response times and lower labor costs. Instead of spending hours manually searching for information or drafting responses, support agents can focus on more complex and critical customer issues.

AI systems can analyze large volumes of data in seconds, extracting relevant information and presenting it in a concise and easy-to-understand manner. This not only improves efficiency but also ensures consistency in the support provided. Customers can expect the same level of accuracy and quality in every interaction, regardless of the agent handling their case.

The cost-effectiveness of AI systems cannot be overlooked. While hiring and training human agents can be expensive, implementing AI technology is a one-time investment with long-term benefits. It’s like having a team of superheroes saving the day, without the outrageous salaries.

Challenges and Solutions in Implementing AI Knowledge Base Management

Like any superhero, AI knowledge base management faces its fair share of challenges. But fear not, solutions are here.

Overcoming Common Obstacles in AI Implementation

Implementing AI can be a daunting task, but with proper planning and training, it becomes a breeze. Companies need to invest in robust AI systems, provide comprehensive training to agents, and continuously monitor and refine the AI algorithms. With these measures in place, AI knowledge base management can conquer any challenge.

Ensuring Quality and Accuracy in AI Systems

Accuracy is fundamental in customer support, and AI is no exception. To ensure quality and accuracy, AI systems need regular updates and maintenance. Companies must also implement measures to prevent bias and ensure ethical AI practices. It’s like having an AI ethics committee, making sure our knowledge base is as pure as snow.

Integrating AI with Internal Knowledge Base

If you already have an internal knowledge base system in place, integrating AI can be a straightforward process. 

Structure and Organization 

The first step is to ensure that your knowledge base is properly structured, with well-organized articles, tags, and categories. This organization helps AI understand the scope and context of the information.

Having a well-structured internal knowledge base is crucial for effective integration with AI. It allows the model to navigate through the vast amount of information and provide accurate responses. Imagine a knowledge base as a library, and each article, tag, and category as a book, chapter, and section respectively. This organization not only helps AI locate relevant information quickly but also enables it to grasp the interconnectedness of different topics.

AI Training 

Once your knowledge base is properly structured, the next step is to train your AI tools using your internal knowledge base data. By exposing AI to your organization’s specific knowledge domain, it can better understand and respond to queries related to your industry or business. Fine-tuning the model with relevant data ensures that users receive accurate and tailored responses when interacting with the knowledge base. Try an example of AI chatbot trained on your website instantly.

Training AI with your internal knowledge base data is like providing it with a crash course on your organization’s expertise. It immerses the model in the intricacies of your industry, allowing it to learn the specific jargon, concepts, and nuances that are unique to your business. This deep understanding empowers AI to provide insightful and contextually appropriate responses, enhancing the overall user experience.

Fine-tuning the model with your internal knowledge base data helps AI develop a sense of familiarity with your organization’s processes, products, and services. It becomes well-versed in the intricacies of your business operations, enabling it to provide accurate and up-to-date information to users. This level of expertise not only enhances the user experience but also builds trust and credibility among your customers or employees.

Introducing HUE: LiveHelpNow’s AI System 

Hue, LiveHelpNow’s ChatGPT-powered customer support tool, quickly finds information within a website and uses it to answer inquiries in real-time. Similarly, the tool can search knowledge bases and other data sources. 

With Hue’s ability to understand and retrieve information from your knowledge base, it can swiftly provide agents with relevant articles, answers, or suggestions to help resolve customer issues effectively. This collaborative approach not only saves time but also ensures consistent and accurate responses to customer inquiries.

The post AI Knowledge Base Management: The Brain of Customer Support appeared first on LiveHelpNow.

Knowledge management systems (KMS) have served as essential tools to streamline information gathering, storage, and retrieval processes. Harnessing the power of artificial intelligence (AI) technologies like ChatGPT adds an extra layer of efficiency and interactivity to these systems. In this article, we will explore various ways businesses can integrate knowledge management systems with ChatGPT to unlock its full potential throughout their operations.

Knowledge Management System and ChatGPT Examples

Before diving into the integration details, let’s take a closer look at some real-world scenarios where knowledge management systems and ChatGPT work hand in hand.

KMS and Chat GPT in Education

In the education sector, a Knowledge Management System (KMS) can play a crucial role in enhancing the learning experience for students. Imagine a scenario where a student is studying a complex subject and comes across a challenging concept. With a KMS in place, the student can easily access relevant learning materials, such as textbooks, lecture notes, and supplementary resources. However, sometimes these resources might not provide the clarity or personalized explanations that the student needs.

This is where ChatGPT comes into play. As an advanced conversational AI model, ChatGPT can assist students by answering their questions and providing personalized explanations. Students can simply type in their queries, and ChatGPT will generate detailed and contextually relevant responses. Whether it’s clarifying a difficult concept or providing additional examples, ChatGPT can help students grasp the subject matter more effectively.

While some view the emergence of AI as a threat to the educational process, others believe that it can help students. Daniel Oppenheimer, Ph.D., a professor of psychology at Carnegie Mellon University in Pittsburgh belongs to the latter. He believes ChatGPT can help student enhance their critical thinking skills. 

BLOCKQUOTE: “ChatGPT teaches students to ask better questions and then defend those questions, which could help them become real scientists.” (Daniel Oppenheimer, Ph.D, American Psychological Association, June 2023.) 

LMS and ChatGPT in Customer Support 

Similarly, in the customer support industry, a KMS can store a comprehensive knowledge base containing information about products, services, and common inquiries. This knowledge base serves as a valuable resource for customer support representatives, enabling them to quickly access accurate and up-to-date information.

However, relying solely on a knowledge base can sometimes be time-consuming, especially when dealing with a high volume of customer inquiries. This is where ChatGPT can significantly improve the efficiency of customer support operations. By integrating ChatGPT as an intelligent chatbot, common inquiries can be resolved instantly without the need for human intervention. 

ChatGPT can understand customer queries, interpret their intent, and provide relevant and accurate responses. Whether it’s checking order status, troubleshooting technical issues, or providing product recommendations, ChatGPT can handle a wide range of customer inquiries with ease. The AI tool can resolve repeated customer inquiries and provide answers to the most common questions. 

These examples demonstrate the power of ChatGPT knowledge base capabilities of a KMS with the conversational AI capabilities of ChatGPT. By leveraging the strengths of both systems, organizations can enhance learning experiences, improve customer support efficiency, and provide personalized assistance to users. LMS consulting services can further optimize knowledge and learning systems by aligning capabilities to specific organizational objectives and workflows.

Benefits of Using ChatGPT in Knowledge Management

Conversational Interface for Ease of Use

Integrating ChatGPT with your existing knowledge management system can significantly enhance its efficiency and usability. ChatGPT can serve as a conversational interface, allowing users to interact with the knowledge base and obtain the information they need more quickly and easily. The natural language processing capabilities of ChatGPT enable users to ask questions in their own words, effortlessly navigating through the vast knowledge base without the need for complex search queries.

Assistance at Customer’s Fingertips 

Imagine a scenario where a customer needs assistance with a specific product feature. “What are the best practices for optimizing Product X’s performance?” ChatGPT can analyze the question, understand the user’s context, and recommend specific articles or resources that address the optimization techniques for Product X. This intelligent suggestion feature not only saves users from having to manually search for relevant information but also exposes them to additional valuable resources they may not have discovered otherwise.

Continuous Learning and Improvement

Another advantage of ChatGPT knowledge base integration is its ability to learn from user interactions. As users engage with ChatGPT and ask questions, the system can gather valuable insights about the most common queries, pain points, and areas where the knowledge base may need improvement. This feedback loop enables continuous refinement of the knowledge base, ensuring that it remains up-to-date, accurate, and relevant.

Internal and External Use

By empowering users to efficiently find the information they seek, your organization can save time, reduce support costs, and ultimately improve customer satisfaction. Customers will appreciate the ease of use and quick access to relevant information, leading to a positive overall experience with your products or services. 

An example of such technology at work, Hue, LiveHelpNow’s ChatGPT-powered customer support tool, quickly finds information within a website and uses it to answer inquiries in real time. Similarly, the tool can search knowledge bases and other data sources. 

ChatGPT knowledge base integration can also benefit internal knowledge management within your organization. Employees can leverage ChatGPT to quickly retrieve information, collaborate more effectively, and make informed decisions based on the knowledge base.

Integrating ChatGPT with Internal Knowledge Base

If you already have an internal knowledge base system in place, integrating ChatGPT can be a straightforward process. 

Structure and Organization 

The first step is to ensure that your knowledge base is properly structured, with well-organized articles, tags, and categories. This organization helps ChatGPT understand the scope and context of the information.

Having a well-structured internal knowledge base is crucial for effective integration with ChatGPT. It allows the model to navigate through the vast amount of information and provide accurate responses. Imagine a knowledge base as a library, and each article, tag, and category as a book, chapter, and section respectively. This organization not only helps ChatGPT locate the relevant information quickly but also enables it to grasp the interconnectedness of different topics.

AI Training 

Once your knowledge base is properly structured, the next step is to train ChatGPT using your internal knowledge base data. By exposing ChatGPT to your organization’s specific knowledge domain, it can better understand and respond to queries related to your industry or business. Fine-tuning the model with relevant data ensures that users receive accurate and tailored responses when interacting with the knowledge base. Try an example of AI chatbot trained on your website instantly.

Training ChatGPT with your internal knowledge base data is like providing it with a crash course on your organization’s expertise. It immerses the model in the intricacies of your industry, allowing it to learn the specific jargon, concepts, and nuances that are unique to your business. This deep understanding empowers ChatGPT to provide insightful and contextually appropriate responses, enhancing the overall user experience.

Fine-tuning the model with your internal knowledge base data helps ChatGPT develop a sense of familiarity with your organization’s processes, products, and services. It becomes well-versed in the intricacies of your business operations, enabling it to provide accurate and up-to-date information to users. This level of expertise not only enhances the user experience but also builds trust and credibility among your customers or employees.

Harnessing ChatGPT for Rapid Knowledge Base Article Creation

Knowledge management systems typically require dedicated resources to create and update articles within the knowledge base. However, ChatGPT can be harnessed to automate and expedite this process. By utilizing the few-shot learning capabilities of ChatGPT, you can train it to generate high-quality articles based on a few examples or prompts.

This approach not only saves time and resources but also allows subject matter experts to focus on more complex tasks, leaving routine article creation to ChatGPT. By letting ChatGPT assist in generating new content and updating existing articles, your organization can keep its knowledge base up-to-date and relevant without overwhelming your knowledge management team.

One of the key advantages of using ChatGPT for knowledge-based article creation is its ability to learn from a few examples. This means that even with limited training data, ChatGPT can still generate high-quality articles that align with your organization’s style and tone.

By harnessing ChatGPT for article creation, experts can focus on more complex tasks, just as preparing with Microsoft AI-102 practice tests dumps helps AI professionals hone their skills. Instead of spending hours on routine article updates, they can focus on more complex tasks that require their expertise.

Agent Assist with ChatGPT

Integrating ChatGPT into your customer support workflow can significantly enhance agent productivity and efficiency. By implementing an agent assist system, agents can use ChatGPT as a real-time tool to assist them in answering customer queries.

With ChatGPT’s ability to understand and retrieve information from your knowledge base, it can swiftly provide agents with relevant articles, answers, or suggestions to help resolve customer issues effectively. This collaborative approach not only saves time but also ensures consistent and accurate responses to customer inquiries.

Integrating Knowledge Management Systems with ChatGPT

ChatGPT knowledge base integration opens up a world of possibilities for organizations seeking to maximize the value of their information assets. By combining the knowledge management capabilities of a KMS with the conversational AI power of ChatGPT, you can enhance user experience, automate processes, and improve overall efficiency. Whether it’s creating a fully-automated chatbot, empowering agents with real-time assistance, or optimizing knowledge base article creation, the potential benefits are ample. 

The post Integrating Knowledge Management Systems with ChatGPT appeared first on LiveHelpNow.

More leads? Higher sales? Or better profits?

Irrespective of your metric, one thing that you must ensure is establishing customer loyalty – that’s if you want to survive in the long run. 

After all, it’s your customers that make or break your business. Without them, all your efforts will be in vain.

You should ensure every customer has a great experience with your company at every stage of the sales funnel. This is also where providing excellent customer service comes into play

In this article, we’ll discuss why good customer service is one of the most effective and best ways to retain customers. We’ll also shed light on ways to improve customer loyalty by making simple changes in your customer service strategy.

Sounds good? Then let’s get to it!

What is Customer Loyalty?

Customer loyalty refers to a customer’s ongoing preference for and commitment to a particular brand, product, or service over its competitors. It is characterized by repeated purchases, positive word-of-mouth referrals, and a willingness to engage with and advocate for the brand. Customer loyalty often results from consistently positive experiences, high-quality products or services, and the emotional connection customers feel with a brand.

Why Is Customer Loyalty Critical in Your Business?

To put it simply, customer service helps retain customers, helping you extract more value from them. Moreover, it recoups customer acquisition costs, creates solid testimonials and positive reviews, and nurtures a loyal customer base.

Source

Essentially, everything you’d want for your business.

By making a few basic changes in your customer service team, you’ll be able to build customer loyalty, as well as take your business to the next level. Read on as we discuss ways in which you can establish customer loyalty by working on your customer service team. 

Best Tips to Improve Your Company’s Customer Service Sector and Gain Customer Loyalty

All business owners should seriously consider investing in customer service because of its innumerable benefits. By spreading the word about the business your customers can do a lot for you.

Below, we’ll discuss a few tips to help you improve your customer service team.

Keep Your Customer Service Employees Happy

The rule is pretty simple for this one: Happy employees mean happy customers.

It’s pretty obvious that an under-appreciated employee will not put the same amount of effort into their work when compared to happy employees, who feel satisfied with their jobs. 

When your employees work hard and efficiently, your business’s customers get quality service that keeps them happy. This, in turn, allows you to reap its benefits.

Leadership creates great managers.

Great managers create engaged employees.

Engaged employees create happy customers.

Happy customers create revenue growth.

— Jacob Espinoza (@MrJacobEspi) February 1, 2021

Hence, you should make sure you respect and appreciate your customer service employees, recognize hard work, and even give them incentives for good performances.

Use Positive Verbs

Positive language has this magical effect that helps the customer feel more at ease.

There’s no doubt that words are powerful, and in this case, can be particularly beneficial to create a trusting relationship with your customers.

#Customer service starts with #positive language, https://t.co/QWSzcu9pqB pic.twitter.com/U9hmL7P2q1

— The Mentor Group (@the_mentorgroup) May 18, 2016

Ask your team to use verbs more positively. Instead of asking your customer to not or avoid doing a certain action, inform them why the alternative is the better option. For instance, instead of saying “don’t use your phones” say “it’s better to keep your phones switched off.”

The idea here is to prove your authenticity and positivity, and reinforce a calm and peaceful image of your company to the customer – even when they’re angry.

Prioritize Finding a Common Ground

You may already know empathy is one of the very foundations of excellent customer service. After all, it’s the ability to understand how your customer is feeling, and trying to see the problem through their eyes.

While many people are born with this trait, it’s also a skill that can be acquired – luckily. 

You must try to empathize with your customers. Not only will it help de-escalate a conflict, but also give a positive impression of your company. 89% of consumers read company responses to online reviews, so empathy is especially critical in this regard.

However, in order to empathize, you need a common ground of communication. 

This can include live chat, telephone calls, or the more practical, email. You see, customers want to connect with you in a bid to vocalize their problems, and having a common ground of communication helps meet this very need.

Invest in Your Customer Service Team’s Skillset

In addition to your mental skill set, understanding the technicality of the job is equally important.

Customers can come to you with all kinds of problems, and they want each one of the questions answered as efficiently and swiftly as possible. 

Suppose you don’t know how to implement a service ticket. Not only will you be wasting your time trying to do this when attending to a customer, but also your customer’s time. And we know the one thing that customers don’t appreciate is waiting for nothing. 

You, along with your teammates, should know how to use the ticketing system, live chat, email, or any other help desk system you use when making note of the complaint or query. If you want to have true congruence across your organization, you could use an online course platform to develop one, or many training courses for your staff as well.  And oh, typing fast and having excellent communication skills is incredibly important too.

Using Advanced Tech for Better Service

There’s no doubt that face-to-face contact is the best way of dealing with customers. But when the number in question becomes hard to handle – we’re talking hundreds or thousands – relying simply on human resources may be inefficient. 

What you need here is technology.

Try to use technology that has been specifically developed to improve and enhance customer experience. For instance, using a live chat feature that offers 24/7 service, offering free delivery after the purchase of a specific amount, and automating product returns are excellent tactics to build customer loyalty as they help ensure seamless interaction at all times.

Performing Periodical Evaluations

It’s obvious for customer support teams to have their limitations, which is precisely why your aim here should be to identify these weaknesses as well as make necessary and relevant adjustments that can help you deliver better customer service. 

Try to look for reasons behind customer complaints by performing regular evaluations. The next thing on your agenda should be finding ways to eliminate these problems to provide an even better service to your clients.

Excellent Customer Service = Customer Loyalty

Considering customer acquisition costs 5x more than satisfying and retaining current customers, it makes perfect sense to invest and work on developing customer loyalty. You need to work on your customer service if you want to stay relevant in the long run. 

Start by improving your customer support team’s mental and technical skills. Also educate team members about the importance of empathizing with your customers and performing regular evaluations to identify weak spots.

Remember, just focusing on price is only a race to the bottom – plus, companies who already have loyal customers don’t need to compete on price. It’s leveraging strong relationships with customers that will always keep them coming back, and help your business survive for longer.

The post Guest Post: How to Build Customer Loyalty With Excellent Customer Service 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.

Good CX has to be a priority if your business focuses on customer support and email marketing. This will set you apart from the competition.

The Meaning Of The Term Customer Experience

Basically, customer experience (CX) is a broad term that includes all interactions between a customer and a company. It actually refers to the period from the first moment of awareness until the current moment. That consists of moments prior, during, and following a purchase, provided service, or experience.

For example, consider CX as a customer journey with several touchpoints between the consumer and the company so that you can understand it better. That said, the customer journey consists of sequential phases, activities, questions, and potential barriers. These moments of direct engagement are known as touchpoints. And you can see their range from the product itself to conventional customer service.

The Advantages Of Customer Experience Research

For starters, your entire organization needs to understand the impact of positive CX to develop an efficient and successful strategy.

Customer experience influences the chances of consumers promoting your business to their friends and the likelihood of them becoming your customers. It also has an indirect impact on your employee experience.

As per Forrester’s research, brands that focus on customer experience management have a 14% edge over those that don’t focus on CX research and usability testing.

In addition, it can help you lower the cost to acquire and serve a customer by better understanding and servicing your customers. That, in return, will result in increased revenues.

Social Media and Customer Experience

Customers are constantly connecting with brands through various platforms, including websites and social media. Because of that, the importance of CX research is increasing.

According to recent statistics, customers use different channels at different times of their journey. For example, users can discover your company on social media because of your specific product or article. Then, they can go and visit your website or use Google to get more information before making a purchase.

You can also follow UI design trends for your site to look more appealing and use social media to connect with customers. In addition, try to prioritize engagement and interaction. All this can help your company recognize potential customers and help in creating an excellent experience for them.

Develop A Customer Experience Strategy

While each company’s approach to developing a customer experience strategy is different, several basic elements are universally important for every brand’s process.

“CXM = The art and science of coaxing lifetime loyalty from daily transactions.” – Steve Curtin

1. CX Research

For starters, the best approach to learn about your customers is to do detailed research. That is the first stage of your CX campaign.

From surveys to analytics, you should use both quantitative and qualitative data. In addition, pay attention to personalities and behaviors, and you’ll be able to grasp a better knowledge of your consumers’ needs. For example, Hotjar alternatives are one of the best strategies to boost your website’s total conversion rate and track customer behavior and needs.

Try to evaluate the following data when you’re doing the research:

• CSAT (Customer Satisfaction Score) – is determined using simple survey feedback.
• Accessibility –  how easily clients can locate what they’re looking for on your company’s website.
• Intention and goal realization – what users expect from your brand and whether they think you can meet their goals.
• Response time – how fast your firm serves consumers, replies to questions, and more.
• Referrals rate – an indicator of loyalty.
• Metrics based on numbers – visited pages, time on the website, and conversion rate, for example.

2. Create Journey Maps For Your Customers

Create a customer journey map once you’ve collected and evaluated your client data and created several profiles for your users base.

A customer journey map visualizes a customer’s interaction with a brand, its products/services, and staff. The personas you use to describe the present customer experience guide the map’s members uniquely.

You can design an example user based on your research findings. To help them come to life, give them a name as well as some identifying details.

For example, Katie Smith:

• Age and gender: 30-year-old woman
• Location: Manhattan, New York
• Role: Production manager
• Motivators: Solving problems, software
• Hobbies: Running, playing guitar, and gardening

So, the primary benefit of this map is that it visually organizes the points of contact between the client and your company. Some of the examples are emotional responses, needs, pain points, and more.

Moreover, journey maps give your company insight into possible customer decision-making situations, in addition to helping them better understand the factors that affect customers’ purchasing decisions.

To be more precise, this kind of mapping creates a perspective of the customer experience and discovers every flaw in your current strategy.

3. Your Current Staff Can Help Build Your CX

Employees concerned about the customer’s experience and happiness and those who have a customer-centric mindset are crucial.

A simple phone conversation with a real person can provide unexpected insight into how your CX strategy performs. Verify that your customer service team can share gathered data. Also, try to motivate product managers to seek key customers and schedule open-ended meetings.

Take into account your company’s culture as well. For example, are all of the company’s leaders and employees on the same page? Do they share clearly defined values that support positive customer experiences? Is there anything you can do to make your company more user-centric?

Focus on your current team as their motivation, or lack of motivation can have an impact on your users’ experience.

4. Execute Your CX Strategy

“No longer will people accept viral marketing. What consumers are expecting — and craving — is a more personalized, curated experience.” – Penny Wilson

You can now freely take action after you’ve completed your research and have your goals set.

A Customer Experience Management (CEM) program should be the core of your executive strategy. With that program, you can manage and measure customer interactions at all contact points. In addition, using such technology and coordinating tasks among your team will make the experience management process go smoothly.

Among the most important CX technologies are:

• Self-service
• Live chat
• Mobile support
• Social support
• Omnichannel support

The future of customer experience

“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” – Steve Jobs

Artificial intelligence (AI) will drive Customer Experience Management (CEM) in the future. The technologies can work together to automate repetitive operations and make them easier. As a result, human workers will be freer and get all the AI insight to help them quickly resolve client issues.

These improvements will effectively identify frustrated and dissatisfied users and those who could be on the verge of switching to a competitor. In addition, AI will immediately forecast who these consumers will be and step in early to prevent those issues.

CX Research as Marketing 

As we all know, customers now have higher expectations than ever, and your company should change its strategy accordingly. Moreover, as the user gains more influence, the customer experience becomes increasingly more important.

Customer experience is an area that needs constant nurturing and care. With that in mind, if your organization places a big emphasis on CX research, you will see a rise in customer loyalty, retention, and revenue growth.

The post CX Research As a Main Marketing Strategy appeared first on LiveHelpNow.

I don’t always use social media, but when I do I prefer…Pinterest? Lots of media has circulated around Pinterest as a great social media marketing tool, but for some industries the picture-sharing site might be more wasteful than wonderful.

Unlike Facebook and Twitter, Pinterest doesn’t spark conversation. Interaction with customers won’t reach far beyond “repinning” images, which doesn’t do much to deepen relationships.  Even if someone does find your site through Pinterest, chances are they won’t stay there.

So why are people clamoring over it? Advocates of the site say it allows companies to share images that “speak to their core,” expressing key values and ideals. Customers piqued by the pics can follow source links back to the company site.

If you decide to spend the time and manpower maintaining your boards, make sure your company is Pinnable, or image-friendly. Here’s how:

1. Be Original

• Post original pictures that you’ve taken or created yourself and that also appear on your website. You can link your pin back to the page where it appears on your site, so users who like the image can see where it came from and how it relates directly to your business.
• Include pictures of your products as well as your logo. Create infographics or a flashy print of your company’s manifesto. Both are visually appealing and speak strongly to what your business is about.

2. Build Your Boards

• Be smart with categories. People aren’t browsing the site to do research. They want simple information delivered quickly, so break down your content into basic, broad boards that convey the general focus of your business. Too many precise categories can be overwhelming.

3. Button Up

• Add the “pin it” and “follow” button to your website so visitors can re-pin your images and see your boards. But ONLY do it when your boards are organized and have a good number of pins on them. A sparse account will just make users think you’re lazy. They don’t want to be led somewhere when there’s nothing to see.

4. Get Creative

• Some of the most successful Pinterest campaigns use the platform in out-of-the-box ways. Increasingly, companies have created contests in which contestants create a board of pins related to that company’s product. For example, BCBG asked users plan a $5,000 wedding and pin their venues and products (including three from BCBG) to a special board. The creator of the best board won the $5K and a BCBG bridal gown. Leverage AI image creation tools to get attractive images for your campaigns.

These rules only apply, though, if your business caters to the Pinning crowd. Did you know that 80% of Pinners are women, 50% have kids, and the top categories of interest include crafts, interior design, and fashion?  If you’re looking to sell an electric razor or a home-beer-brewing or car detailing kit, it’s probably not worth your resources to start up an account. Ditto for companies selling a service with no tangible result. Showing users how well you do financial consulting, for example, can be difficult to translate in images. Use analytical tools to track referrals from Pinterest, and then decide if the account is working for you.

How to build a smart Pinterest marketing strategy

Building a smart Pinterest marketing strategy requires thoughtful planning, creativity, and an understanding of your target audience. For businesses in the home décor industry like Blind Style, sharing visually stunning content such as cheap canvas pictures prints for wall art can boost engagement and attract potential customers. Here’s a step-by-step guide to creating a successful Pinterest marketing strategy:

1. Define Your Goals

• Increase Website Traffic: Focus on creating visually appealing pins that link to your website.
• Boost Brand Awareness: Share consistent, branded content that aligns with your niche.
• Drive Sales: Highlight products or services with compelling imagery and descriptions.

2. Understand Your Target Audience

• Demographics: Identify your ideal audience’s age, gender, interests, and location.
• Search Behavior: Research what your audience searches for on Pinterest (e.g., seasonal trends, tutorials, product inspiration).

3. Optimize Your Profile

• Use a Business Account: Access analytics, ads, and other business features.
• Choose a Relevant Username: Keep it short, memorable, and reflective of your brand.
• Add Keywords to Your Bio: Use terms that describe your business and expertise.
• Claim Your Website: Verify your site for access to analytics and increased trust.

4. Conduct Keyword Research

• Use Pinterest’s search bar to find popular keywords related to your niche.
• Incorporate keywords into your:
  • Pin titles
  • Descriptions
  • Board names and descriptions

5. Create Engaging Boards

• Organize content into boards that reflect your brand’s key topics or categories.
• Use compelling titles with relevant keywords (e.g., “DIY Home Decor Ideas” instead of “Home”).

6. Design High-Quality Pins

• Use Vertical Formats: Ideal size is 1000 x 1500 pixels (2:3 aspect ratio).
• Add Text Overlays: Include clear, concise text to explain the value of the pin.
• Stay On-Brand: Use consistent fonts, colors, and logos to reinforce brand identity. In today’s digital world, you can leverage an AI logo generator to create a unique for your brand.
• Use Eye-Catching Imagery: High-quality, lifestyle-focused photos perform best.

7. Focus on Content That Works on Pinterest

• How-To Guides: Tutorials and step-by-step instructions are highly shareable.
• Inspirational Ideas: Share unique ideas for events, projects, or styling.
• List Posts: Create pins like “Top 10…” or “5 Ways to…” that provide value quickly.
• Seasonal Content: Tailor content to holidays, seasons, and current trends.

8. Schedule and Post Consistently

• Optimal Times: Post during peak times (evenings and weekends).
• Frequency: Aim for at least 5-10 pins per day to keep your profile active.
• Use tools like Tailwind for scheduling and managing posts.

9. Leverage Rich Pins

• Enable Rich Pins to include additional information automatically, such as:
  • Product details for e-commerce.
  • Recipe ingredients for food bloggers.
  • Article headlines and summaries for blogs.

10. Engage with the Community

• Re-Pin Others’ Content: Share relevant content from others to diversify your boards.
• Comment and Like: Interact with other users to build connections and increase visibility.
• Follow Relevant Boards: Network with creators and brands in your niche.

11. Use Pinterest Analytics

• Track performance metrics such as:
  • Impressions
  • Clicks
  • Saves
• Identify top-performing pins and optimize future content based on insights.

12. Run Pinterest Ads

• Promoted Pins: Boost your best-performing pins to reach more users.
• Target Specific Audiences: Use Pinterest’s targeting tools to reach people by demographics, interests, or keywords.
• Track ROI: Monitor ad performance to adjust campaigns for better results.

13. Encourage Sharing

• Add Pin It Buttons to your website and blog posts.
• Encourage users to save your content by making it highly visual and engaging.

14. Stay Updated on Trends

• Regularly explore Pinterest’s Trends tool to identify what’s popular in your niche.
• Align your content with trending searches to increase visibility.

15. Cross-Promote Your Pinterest

• Share pins on other social platforms (Instagram, Facebook, Twitter).
• Include links to your Pinterest profile in emails and newsletters.

By combining visually stunning content with strategic planning, consistent posting, and audience engagement, you can create a smart Pinterest marketing strategy that drives results for your business.

Would Pinterest work for you? How can you incorporate it on your website?

The post How to use Pinterest for business appeared first on LiveHelpNow.

Please complete the following easy steps to integrate your LiveHelpNow live chat user info into your SendInBlue list.

1. Login to your LiveHelpNow account, proceed to Admin Panel > Integrations > SendInBlue.
   
2. Enter your V2 SendInBlue API Key found here https://account.sendinblue.com/advanced/api
3. Click “Save API Key”
4. Click “Refresh” button
   

   

5. Enable SendInBlue integration and select the List to which you would like to publish LiveHelpNow contacts
   

   

For the integration to work correctly at least email must be collected on Pre-chat window Admin Panel > Chat system > Customization > Pre-chat requirements

See more LiveHelpNow live chat system integrations

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What do you do when you are short on trained agents to man your helpdesk, but neglecting calls can lead to customers and prospects jumping ship and giving you a bad rep?

What do you do when you don’t want to give the appearance that there is no one behind the counter?

Who needs a call back system

Think of a typical customer service scenario. A customer calls your helpdesk to ask about something. The waiting times are long because it’s peak hour and your helpdesk is swamped, with agents overwhelmed by the volume of calls they are handling.

On the other end of the line, the caller is slowly getting more and more annoyed as she hears the same “Your call is important for us” message played back over and over again to the tune of elevator music.

Eventually, something will snap and it will get ugly. How do you solve a situation like this?

Enter the call back system.

This system works by collecting callers’ phone numbers and designating a specific time when they will be called back. Depending on the complexity of the query, it can usually be solved during that call back, without additional conversations or transfers.

This will bump up the FCR rate and increase customer satisfaction.

Benefits of a call back system

Actually, if you can improve in those two areas you will be doing yourself an immense favor. According to the 2012 US Contact Center Decision Makers Guide which surveyed 210 contact center managers and directors, customer satisfaction rating was the most important metric with 59% respondents saying this was more important than two years ago. FCR rate was the second most, with 47% respondents considering it to be more important.

But apart from these metrics consider a few scenarios where call back system can benefit you in the short to medium term.

Using a call back solution can give you another way to reach your customers. People will almost always read their texts, and SMS marketing has been demonstrated to yield the kind of returns that other forms of marketing can only dream about. Play this right, take the necessary permissions, don’t spam or act greedy and you can take advantage of this very direct channel to your customers’ attention, advertising right to their cell phone.

Call backs, while costly in the short term in terms of telephone bills, are actually cheaper in the long run. Here’s why: a frustrated customer waiting on the line for 15 minus will likely answer with a sentiment of “WHAT the %&^$ is wrong with you people and why can’t you pick up the goddamned phone ?” Taking contact information instead and calling back at a convenient time, however, is more likely to elicit this response: “Wow, thanks for calling back so soon!”

This response means business can be conducted in a much more congenial environment. Agents would be less stressed, and over the long run that leads to lower attrition rates, lower training and other associated costs and higher profits.

Best practices for implementing and managing a callback system

A callback system is a valuable tool for businesses to enhance customer service by addressing queries and resolving issues efficiently. Here are the best practices for implementing and managing a callback system:

1. Offer Callbacks at the Right Time

• Peak Times: Use callback systems to manage high call volumes during peak hours, reducing wait times for customers.
• Customer Option: Always allow the customer to choose whether they want to wait on hold or receive a callback.

2. Provide Accurate Wait-Time Estimates

• Use advanced algorithms to calculate expected wait times and communicate this clearly to customers.
• Ensure the estimates are realistic to build trust.

3. Make It Easy to Request Callbacks

• One-Click Options: Implement simple prompts in IVR systems or web-based tools for callback requests.
• Multi-Channel Accessibility: Allow customers to request callbacks via phone, mobile apps, websites, or even chat platforms.

4. Prioritize Callback Requests

• Fair Queuing: Serve callbacks in the order they were received, unless there’s an emergency or VIP queue system in place.
• Integration with CRM: Use customer data to prioritize callbacks for high-value or repeat customers.

5. Train Agents for Callback Scenarios

• Preparedness: Provide agents with customer information before the callback to personalize the interaction.
• Empathy Training: Teach agents to acknowledge the customer’s time and reduce any frustration caused by delays.

6. Confirm Callbacks

• Notifications: Send a confirmation via SMS or email to the customer, specifying the scheduled time.
• Reminder Alerts: Notify the customer shortly before the callback to ensure availability.

7. Use Intelligent Scheduling

• Offer specific time slots for callbacks, allowing customers to choose a convenient time.
• Account for agent availability and customer preferences.

8. Monitor and Optimize System Performance

• Track Metrics: Measure callback success rates, customer satisfaction scores (CSAT), and abandoned callback rates.
• Feedback Loop: Regularly collect customer feedback to improve the system.

9. Ensure Technical Reliability

• Invest in robust software and backup systems to prevent outages or delays.
• Regularly test the system for scalability during high demand.

10. Communicate Clearly

• Inform customers about callback policies and timelines during their initial interaction.
• If there’s a delay, proactively update customers about the new callback time.

11. Personalize the Experience

• Use CRM data to tailor the interaction based on previous conversations, purchases, or inquiries.
• Greet customers by name and reference their specific issue for a seamless experience.

12. Integrate with Omnichannel Support

• Ensure the callback system is integrated with your omnichannel customer service strategy so that customers can continue the conversation across multiple touchpoints.

Trending Now

Handling missed calls professionally is key to creating good impressions in business. Understand the caller’s intent, especially if they leave a voicemail. Use tools like VoIP apps for cost-effective call-backs, and set up voicemail or custom auto-responses to maintain communication. Autoresponders let callers leave messages, ensuring you don’t miss important information. Visual voicemail adds convenience by letting you view and prioritize messages, with some services even transcribing voicemails into text for easier management. These steps help manage missed calls effectively and maintain professionalism.

Conclusion

You can’t extensively depend on a call back system for your customer service, but you can mix and match it with other systems like live chat and inbound phone lines to provide an optimum level of service without investing massively in human resources.

The post How a call back system improves call center effectiveness appeared first on LiveHelpNow.

Intrigued? 

Read on to learn more about our new Sneak Peek feature – the customer support agent’s next superpower. 

Sneak Peek Into Customers’ Mindsets

We’re not kidding when we say our Sneak Peek Feature provides a window to the customers’ minds. 

An essential part of our new Agent Workspace, the function provides the ability to see what customers are writing before they submit their responses. This allows agents the opportunity to respond faster because they can start typing and retrieving information sooner. Additionally, this new feature can help agents better understand customer sentiment. If a customer types a somewhat angry message but then deletes it, an agent can come up with a successful strategy to appease the unhappy customer. Here is what the Sneak Peek feature looks like in action:

Here is an example of the Feature in Action 

For example, let’s say customer types, “I’m looking for shipping options on the website” in a chat. He or she then takes additional time to type another question or add more information to the inquiry. With the Sneak Peek option, an agent sees the upcoming question ahead of time and can be ready with shipping information details. 

It’s like having the power of premonition and mindreading all at the same time! 

Use Sneak Peek to Train New Superhero-Agents

The sneak peek into the customers’ minds makes website visitors’ interactions go smoother. But we’re expanding the feature to add another benefit. 

Soon, supervisors and admins will be able to enable the Sneak Peek feature on the agent level as well. This feature development adds to our whisper technology, which enables supervisors or other agents to help during a visitor interaction. When a supervisor or agent ‘whispers’ into another agent’s chat session, the agent will see the message, but the customer can’t. 

Providing Fast and Personalized Customer Support is Easier with Sneak Peek 

Between knowing what the customers are typing ahead of time and making sure the agents are providing the best possible service, the Sneak Peek brings great benefits to live chat users. Sneak Peek aids with the speed of customer support interactions as well as with service personalization efforts.

It’s a true superpower for customer support agents and supervisors. It can take customer experience, if not into a different universe, then to new heights for sure.

The post Sneak Peek Feature: Superpower of Live Chat Communications appeared first on LiveHelpNow.