There is more in customer service than answering questions. While availability and access are the basis for a solid customer support function, you also need a mix of technology tools to do the task efficiently.
Effective customer service, means connecting with customers and having the resources to solve their problems. Which is easier said than done. Especially when it comes to remote work.
Today, more and more teams are looking to transition to remote work. In the last five years, in fact, remote work grew by 44%, and it grew by 91% in the last 10 years. (Only accelerated, of course, by recent COVID-19 issues.) In this rapid transition, finding ways of remote customer service of power quality is a significant challenge. Here's how live chat software for customer service can help.
Real Time Connection
Creating great experiences is more than being able to answer a call or reel in a response. It is able to solve customers' problems, meet their needs, and nurture a genuine human connection.
For new remote customer service teams, this may seem difficult to achieve. Not only are you disconnected from the customer, you are cut off from your normal work environment. Therefore, you usually have fewer signs than you, and there is also a possibility of fewer resources at your disposal. (Probably because remote workers are more likely to be dissatisfied with their daily activities.)
Enter live chat software. Live chat connects customer-facing teams with the customer and with colleagues - with a host of tools to make work easier and easier. So, what are we specifically talking about?
Accessibility
First, and most obviously, the very format of live chat is currently compatible with remote customer service. Its online nature means that there is no need to sit in a busy call center or expensive office to use it. All your teams need to run live chat software which is an internet connected device.
You may be at home, for example, a work-in-laptop with a chat client installed on the desktop. You can work remotely on a more abrupt basis, without having access to your company's workstation. In this case, you can still access chat through a browser-based web client. Or you may be on a trip - in which case a live chat app will power remote customer service chat.
Either way, live chat is an easily accessible tool, no matter where - or when - you work.
Powering Human Service, Remotely
Beyond its reach, live chat software helps power human customer service. Service, which seems friendly, personal and helpful.
Therefore, for remote customer service teams, chat works better than other channels. It provides a level of efficiency beyond the telephone, a level of warmth beyond email, and a level of smarter features than both.
Useful Features For Human Services
CRM Integration
Remote agents can personalize the service provided using CRM integration. For example, they can view a customer's chat history and key data. And, as an added boon, automated CRM integration means that your system will be kept up-to-date, while agents are off-premises.
Video Chat
In some cases, supporting remote work means finding ways to do the things you normally do remotely. For example, some remote workers may need to talk face to face with the customer. These situations are covered by video chat in live chat software. Through video chat, you can have face-to-face conversations, consultations or catch-ups online. All are building that humanized service.
Remote Desktop Control
Other remote workers may need to look at a customer's computer screen or control it completely to fix a problem. Live chat software also enables this remote with a follow page and remote desktop control. So, you can chat with customers directly while resolving their issues. It hasn't been any more humane than that.
Suggested Read:7 Customer Satisfaction Tools That Will Make Customers Love Your Company
Empowering Remote Teamwork
It takes a village to raise a child and takes teamwork to create efficient, effective customer service. It is important to encourage a favorable, positive change between agents. This is especially true when your team works remotely.
Teamwork means sharing knowledge. It means supporting each other and building positive social relationships with colleagues. This can boost the mood and make for happier team members. And happy agents make for happy customers.
In an office, teamwork is second nature. If you are stuck, you ask the person next to you. If you're disappointed, stop by for a helpful chat on the water cooler. Live chat can help your remote team replicate it.
Even when the team is not in the same building, they support each other through convenient chat facilities can do.
Chat Features For Remote Teamwork
Remote customer service workers can see who is on their team and who is online. From there, live chat software comes with features that promote collaboration. Therefore, remote customer service teams can ask for help and provide support to each other.
Chat
Internal chat allows agents to talk to each other. They could use it to have a normal conversation. For example, they can use it to turn off steam and talk through a difficult conversation. It helps increase the sense of social connection and, by extension, the feeling of being part of a team.
Agent Tagging
With Team @ 'tagging, agents can tag team members - or a supervisor - when they need a quick reply. In turn, this is the result of a more supportive and consistent service experience for the customer.
Whisper Message
With whisper messages, team members can obtain agents 'whisper' helpful information for agents who ask for help. This means that your remote customer service team can share knowledge and help fix problems faster.
Remote Customer Service Management
There is a need for effective management along with teamwork. You need to make sure that each team member is performing well, no one is inadvertently working on the same task as the other. You may need to make sure that everyone has seen an announcement or message.
In an office, you can do this in person, by looking at who is who, asking if anyone needs assistance, and making announcements verbally. But remote tasks can make it difficult to take care of your service agents.
This is yet another area where live chat software powers and supports remote customer service functions. how? With a host of easy management features.
Useful Features For Remote Management
Agent Activity Log
Take care of your team. Live chat software can give you an easy overview of how each of your remote customer service agents are performing overall. Agent activity logs give you a daily record of activity. For example, agent status throughout the day. It also provides an overview of performance indicators such as sentiment analysis scores.
Broadcast Message
You may have an important announcement to share, a warning about a service outage, or an update on a company issue. Telling about your complete remote customer service can be a time-consuming phone call. But with live chat software broadcast messages, you only need to send the hit once, and each agent will get your message simultaneously.
Availability Program
From within your chat client, you can assign a fixed rota, set a task duration, and track who needs to be logged in and when. Therefore, you can ensure that your remote team's time is effectively managed to cover the volume of those chats.
Remote Customer Service
Customer service is more than responding to customers. This tool, teamwork and management is meant to be for your customers, make real connections and solve their problems.
Live chat software is a way for customers to contact you. It is also enriched with features that support the behind-the-scenes work of great customer service. And it won't work where your team is.
Power your remote customer service teams today, with a free trial of Duvim Chat.
0 Comments