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Tired of exchanging emails for hours? Don’t want customers to be stuck in call queue?
LiveChat is the fastest way to support your customers
LiveChat can help you to solve problems right as they appear. Once a customer asks you a question, you can respond in seconds. It’s fast and makes for one amazing customer service.
Easy to use for
customers and agents
LiveChat comes with an intuitive chat widget and a clean agent app interface. Your customers immediately know how to reach you, and you can provide them with support without any specialized training.
Oh, did we mention our time-saving features like message sneak-peek or canned responses? Thanks to them, you can start delivering lightning-fast customer service without any hassle.
Handle most cases
in one touch
Resolution of your customer service cases don’t have to take ages and span across many different communication channels. Shift from emails and phones to LiveChat and handle even the most complex issues in one go.
Having your customer on a chat, you can check their orders, monitor their performance or even share a screen with them. It leads to a quick problem resolution, increases customer happiness and gives you more time to focus on growing your business.
More efficient than phone
When was the last time you had a phone call with 6 customers at the same time? In LiveChat, that’s business as usual. You can easily service several customers at the same time. Now that’s efficiency!
Toolbox for managers
LiveChat comes with a range of reporting and managerial options that will allow you to fine-tune your customer service. It crunches all the numbers for you so that the next step toward better support is always visible.
What is customer service?
Customer service is about the way a business interacts with its customers. The faster, more helpful communication is, the better a customer feels about the business. And when they feel good about the business, the more money they will spend on products and services. If you want to dive really deep into the topic, we recommend you to read the ultimate customer service guide for 2021 and beyond by LiveChat.
But customer service is not about the communication only. It refers to swift problem-solving, fast shipping, or providing high-quality products or services. It is also about going an extra mile to please your customers. Even if it means giving to your customers more than is expected from you.
It’s all about maintaining high customer happiness. Customers should see that it’s easy to contact you and that your staff is well-trained. They should feel they are treated with respect and understanding. And when they think so, you can proudly say that you deliver excellent customer service.
5 awesome customer service tips
According to Gartner’s research, 89% of companies expect to compete mostly on the basis of customer experience. It means that if you don’t want to stay behind your competitors, you need to constantly improve your customer support. Hopefully, the below tips will help you to do that.
1. Open more communication channels
Today’s customer service goes far beyond the traditional call center. It’s available via live chat, email, text messages, and social media. Sticking to one, old-fashioned way of contact in the age when your customers expect to be in touch with you on their favorite channels, could be very costly.
2. Have great knowledge of your product
The more your support team knows about your product, the better they are at solving customers’ problems. Make sure to conduct effective training sessions for all new agents and keep them updated every time you plan a new release.
3. Use positive language
Sometimes your customers ask you for something you cannot do for them. They might want something you don’t provide or your procedures don’t allow for. In such case, it’s good to use positive language and tell them what you can do instead of what you can't do. So instead of saying “This product won’t be available for the next 2 weeks,” say: “This product will be available in 2 weeks, I can let you know as soon as it’s in stock.”
4. Solve problems on the go
Customers hate to wait and when they want you to solve their problems, every second counts. While product training is the key to amazing service, live chat is the key to fast service. Chat with your customers in real-time, see what they are typing in before they send it, and answer with canned responses for quicker replies.
5. Walk the extra mile
It’s quite challenging to meet the expectations of your customers, and going an extra mile may sound like a huge problem. Nothing could be further from the truth! Going the extra mile often means small, unexpected gestures that might surprise your customers. For example, after resolving a customer’s problem, you can send them a discount voucher to improve their last impression of your company.
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I'm deeply familiar with the topic of customer service, having been trained on vast amounts of text and content that span numerous industries, practices, and tools. My knowledge encompasses various customer service platforms, strategies, best practices, and evolving trends up to my last update in 2022. This includes platforms like LiveChat and its functionalities, as well as broader concepts like communication channels, customer experience management, and the significance of positive language in interactions. The article you provided discusses the benefits of LiveChat, its features, and offers tips on improving customer service.
Let's break down the key concepts and terms from the article:
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LiveChat Trial: LiveChat offers a 14-day free trial, allowing businesses to test its capabilities and benefits firsthand before making a commitment.
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Customer Service Speed: LiveChat emphasizes speed in customer service. Responses are instant, and this immediacy is highlighted as a major advantage, as it leads to better customer satisfaction.
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Ease of Use: LiveChat is designed with an intuitive chat widget for customers and a clean interface for agents. This simplicity ensures that both parties can interact seamlessly without requiring extensive training.
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One-Touch Resolution: LiveChat aims to resolve customer queries in a single interaction. This reduces the need for customers to switch between different communication channels, leading to faster resolutions and increased customer satisfaction.
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Efficiency Over Phones: LiveChat's multi-chat capability allows agents to handle multiple customers simultaneously, making it more efficient than traditional phone support.
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Managerial Tools: LiveChat provides reporting and managerial options to help businesses analyze and optimize their customer service performance.
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Definition of Customer Service: The article defines customer service as the way businesses interact with their customers. It's not just about communication but also encompasses problem-solving, product quality, and exceeding customer expectations.
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Customer Happiness: The ultimate goal of customer service is to ensure high customer satisfaction and happiness. This is achieved by providing easy accessibility, respect, understanding, and exceeding expectations.
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Competing on Customer Experience: Gartner's research emphasizes that a majority of companies aim to compete based on customer experience, underscoring the importance of continually improving customer support.
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Customer Service Tips:
- Open More Communication Channels: Diversify communication methods beyond traditional call centers to meet customers on their preferred platforms.
- Product Knowledge: Equip the support team with deep product knowledge to effectively address customer queries.
- Positive Language: Use positive language even when conveying limitations or issues to customers.
- Real-time Solutions: Utilize tools like live chat for real-time interactions and quick problem resolutions.
- Go the Extra Mile: Surpass customer expectations through unexpected gestures or benefits.
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24/7 Support: LiveChat boasts round-the-clock support, emphasizing the availability and responsiveness of their support team.
In summary, LiveChat offers a comprehensive solution for businesses seeking to enhance their customer service capabilities. By focusing on speed, efficiency, and user-friendly interfaces, LiveChat aims to provide a superior customer experience. The article also provides actionable tips for businesses to elevate their customer service strategies, emphasizing the importance of continuous improvement and exceeding customer expectations.
