Growlatics’ Post

- Optimizing the Response Time of Live Chat Support In the realm of live chat support, response time plays a pivotal role in customer satisfaction and experience. Delayed or slow responses can lead to frustration and dissatisfaction among customers. Therefore, optimizing the response time is crucial for delivering exceptional customer service. The Problem: Many companies struggle with prolonged response times in live chat support, leading to dissatisfied customers and missed opportunities for efficient issue resolution. Best Practices and Actionable Solutions | To overcome the challenge of slow response times, companies can implement the following best practices: 1. Utilize Chatbots for Initial Triage ● Implement chatbots to handle initial customer inquiries and route them to the appropriate live chat agents, reducing the wait time for customers. 2. Implement Response Time Metrics ● Set specific response time goals and metrics to track the team's performance, holding agents accountable for timely responses. 3. Prioritize Active Chats ● Develop a system to prioritize active chats, ensuring that customers who have been waiting the longest receive prompt attention. 4. Streamline Information Access ● Equip agents with comprehensive knowledge bases and quick access to customer information to facilitate efficient responses. - Tips for Implementing the Solutions Effectively: ● Regularly monitor response time metrics and provide constructive feedback to agents to help them improve their efficiency. ● Implement automated alerts for unattended chats to ensure that no customer inquiry goes unnoticed. ● Continuously optimize chat routing algorithms to ensure customers are connected to the most suitable agents promptly. By implementing these solutions, companies can significantly enhance the efficiency of their live chat support, leading to improved customer satisfaction and retention. #Thoughts #Comments #LinkedInconnection

Ever had to repeat your information multiple times to customer support? It's frustrating, right? Without context, 60% of the call is wasted on rehashing details the company already has. At Exotel, we understand that context is key. When agents and chatbots have the right information, it leads to quicker, smoother resolutions. Remember, customers interact with a brand, not just individual support agents or chatbots. #CustomerExperience #CX #Exotel #CustomerSupport #ContextMatters

Say you have a frustrating experience with customer support on chat. You want to get it resolved, so you call them, and then the conversation goes something like this: "What's your name?" "Raman." "How can I help you today?" "I had raised an issue with my billing last week via your chatbot." "Ok, I'm sorry about that. Can you share your ticket ID?" "You have my number, you have my details. Why can't you pull up my information?" "Sorry sir, I'm not able to access it." "Uff." "Can you tell me your last name?" "Oh God." Sound familiar? 60% of the call is spent repeating information that the company already has. Frustrating, right? Context is everything. When support agents and chatbots have the details they need, it saves time and makes the conversation smoother. No one wants to reintroduce themselves every time. Customers interact with a brand, not with customer support agent X or Chatbot Y, which has only rigid questions that you are allowed to ask. Without context, conversations are meaningless. At least, that's how I see it.

Pro Tip: If you aren't in customer service, develop a reputation of being slow to respond to corporate chat. Why? 1. If someone says something stupid to you and you are known for replying quickly, your delayed response is a tell to the person that you recognize they are an idiot and it will hurt you during 360-degree feedback. 2. There are a lot of stupid questions and requests in corporate ( I have made plenty), if you are slow on ping the person who made the request sometimes reflects on their stupidity and follows up with, "You know what, I figured it out." 3. If everyone knows you are slow on ping you won't be the first person they think of pinging when they need something, which will save you time to work on your core projects. 4. If you are known to be slow on ping, when someone says something stupid, and you have to reply to it, you have vital time to rethink your response without emotion.

ChatMarshal - Live Chat Services ChatMarshal is a live chat service that offers both a chatbot and a human agent. Most common questions can be answered by a well-designed chatbot, however, people still need to speak to humans. That’s where we come in. The ultimate goal of any business is to increase sales. Whether you use your website as an electronic brochure or a complex interactive tool, you want to make sure that no leads slip through the cracks. By using a virtual assistant or chatbot to answer common questions and a human for escalations, we are able to ensure quality answers, faster and more accurately than a human alone. By using the speed and accuracy of a chatbot and having a human live chat agent as backup, your visitors will experience the ultimate in customer service and customer satisfaction. ChatMarshal | https://lnkd.in/gJ4RjR_2 #linkmybusiness #businessnetworking #networking #support #growth #connections #livechat

FACT: Customer testimonials improve conversion But getting customers to write them isn't easy, here's a quick way to generate them from your customer support: 1. Search for "love", "thank you!", "thanks!" or any other super positive phrases in your customer support chat histories 2. Take the chat history and pass it into ChatGPT with a prompt asking for it to write a short testimonial from the history Tip: (make sure you have "training" turned off in ChatGPT for privacy) 3. Share the AI-generated testimonial with the customer, asking if they are happy for you to share it 4. Publish the testimonial on your site Bonus: If you're a My AskAI user, you can just review your Insights to find these positive reviews, or set up a Zap for this process to generate and send them automatically Why does this work? Users are happy to leave testimonials but often don't have the time or get around to them If you can make it an "approve" or "edit" task rather than a "create" task, then you turn a 15-30 min task for them into a 1-2 min one #customersuccess #customersupport

Live chat helps your business establish instant connections with customers, but there are some mistakes to avoid to prevent frustrating them. Check out our blog post for 9 common mistakes to avoid in live chat and actionable tips to ace customer support. Read the article here 👇🏾 #livechat #customersupport #customerservicetips

Day 6: Personalized Customer Support 🛠️ Exceptional Support: Use ChatGPT to provide 24/7 customer support, ensuring all queries are answered promptly and efficiently. #CustomerSupport #CustomerSatisfaction Helpful Tips: 💬 Instant Responses: Provide instant answers to common questions using ChatGPT, improving customer satisfaction. 📊 Track Issues: Monitor and track customer issues to identify common problems and improve your products or services. 📚 Knowledge Base: Create a comprehensive knowledge base with ChatGPT to help customers find solutions independently. Use Case Prompt:: "create a knowledge base article that addresses common troubleshooting issues for my product."

Chat handle time covers the time when a new chat is initiated all the way to when the interaction is concluded. Ideally, customers who use chat wish for their concerns to be resolved quickly. But hopes for speedy resolutions don’t excuse mediocre agent performance nor does it justify short-lived solutions. The key for companies and their customer service teams lies within their ability to balance providing quick resolutions to without compromising service quality, professionalism, and empathy. Here are some of the benefits of tracking chat handle time: 🕵️ 𝐈𝐝𝐞𝐧𝐭𝐢𝐟𝐲𝐢𝐧𝐠 𝐚𝐫𝐞𝐚𝐬 𝐟𝐨𝐫 𝐢𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭 Is your training method still effective? Are the help materials and resources used by agents updated? 🕵️ 𝐑𝐞𝐦𝐨𝐯𝐢𝐧𝐠 𝐛𝐨𝐭𝐭𝐥𝐞𝐧𝐞𝐜𝐤𝐬Is your team understaffed? Are they equipped with the best tech tools for providing customer support? 🕵️ 𝐌𝐞𝐚𝐬𝐮𝐫𝐢𝐧𝐠 𝐭𝐞𝐚𝐦’𝐬 𝐩𝐫𝐨𝐝𝐮𝐜𝐭𝐢𝐯𝐢𝐭𝐲 Who’s doing more and who’s slacking off? Who’s struggling to solve easy and recurring issues? 🕵️ 𝐌𝐞𝐞𝐭𝐢𝐧𝐠 𝐚𝐧𝐝 𝐞𝐱𝐜𝐞𝐞𝐝𝐢𝐧𝐠 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬’ 𝐞𝐱𝐩𝐞𝐜𝐭𝐚𝐭𝐢𝐨𝐧𝐬 How speedy do customers expect your agents’ responses to be? How can you make agent-to-customer interactions more pleasant? Is your customer service team hitting the mark or falling behind? The 𝐚𝐯𝐞𝐫𝐚𝐠𝐞 𝐜𝐡𝐚𝐭 𝐡𝐚𝐧𝐝𝐥𝐞 𝐭𝐢𝐦𝐞 𝐟𝐨𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐢𝐧 2024 𝐢𝐬 11 𝐦𝐢𝐧𝐮𝐭𝐞𝐬. Check out the blog now to discover what the other benchmarks are for chat handle time. Find the link below. #CustomerService #ChatHandleTime #CX #KPI #CustomerExperience

Remember the last time you had to call a company's customer service line? You probably found yourself stuck in a phone menu maze, listening to hold music for ages, and maybe even having to explain your issue to multiple people. It can be incredibly frustrating!😩 But fear not, because chatbots are here to save the day! 🤖✨ Say goodbye to long waits and hello to speedy resolutions. Let's explore why chatbots are becoming the preferred choice for customer support. Read more in the blog. The link is below ⬇️