Intercom’s Post

5 Customer Support tools I couldn’t live without. 1- Zendesk or Freshdesk: Indispensable for managing customer inquiries efficiently. They provide: • Live chat • Chatbot solutions • Automated responses • Reporting and analytics • And integrating ticketing systems 2- Surfboard or Zendesk WFM (Tymeshift): Essential for scheduling and forecasting. They ensure you can predict customer demand and staff your team accordingly. 3- Medallia / SentiSum / Dolphin AI: Help you collect and analyze customer feedback. These platforms analyze: • Areas needing improvement • Interactions • Sentiments • Trends 4- Zendesk QA (Klaus) or Playvox: Help identify gaps and provide actionable feedback. Modern QA tools allow you to cover up to 100% of interactions. But it must not come at the expense of coaching quality... 5- Smart Role: Ensure that your support team is capable of handling any customer scenarios. AI-powered training simulations allow agents to practice and improve their skills in a controlled environment. Implementing these tools provides a solid foundation for any customer support operation. Now we are well equipped to provide the best customer support! • Thibaut 🦊 PS: Would you add another one?

As a business owner, you know that exceptional customer service is the key to success. But did you know that well-crafted live chat responses can take your customer service to the next level? 📈 Discover the secrets to effective live chat interactions and explore our 12 best pre-written response examples in our recent article Read the full article here 👇🏾 #livechat #customerservice #customersupport

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 ⬇️

Live chat agents play a pivotal role in delivering exceptional customer experiences and fostering lasting relationships with your audience. But how do you find and hire the best talent for your business? Check out our latest article for expert tips on identifying top-notch live chat agents. Read now 👇🏾 #livechat #customersupport

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.

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

Tired of overwhelmed customer support teams? 🤯 Introducing Advisor Agent, your AI-powered customer service superhero! 🦸♂️ Our customizable, multi-industry agent is trained on your company's information to provide instant, accurate answers. Say goodbye to customer frustration and hello to exceptional service! 🤝 #AI #CustomerService #GenAI #AdvisorAgent

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

We talk a lot about customer support. It's time to start the conversation about agent support 🙏 We had an insightful conversation with • Shep Hyken about how service leaders can keep pace with technology while responding to trends. Read the full conversation 👇

Customer support has transformed dramatically over the decades, moving from face-to-face interactions to live chat and chatbots. While live chat offers personalized, real-time assistance, chatbots provide 24/7 service and handle high volumes of queries efficiently. Want to know which one is best for your business? Our article dives into the strengths and weaknesses of both, helping you choose the right solution for your customer support needs. Read the full article here 👇🏾 #Customersupporttips #Livechat #Chatbots