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Nowadays there are several ways in which customers can communicate with a company. In this way, they seek to get some help and ask questions to resolve their doubts. This is done through telephone, social networks, live chat or email, among others.
For a business that is in high growth, it is advisable to have a good strategy that manages the different communication channels, as it is something indispensable in the customer service of an online shop. According to HubSpot, 68% of consumers would pay more for any service or product, as long as they get a positive customer service experience.
Simply put, having the right customer service tools in place will make your team of agents do their job more effectively and efficiently, providing better solutions to queries. However, there are many customer service tools on the market, so it's a challenge to know which one to use and where to start. Want to know which customer service tools are the most useful? Find out below!
Live chat
While technology is advancing, and more people are shopping online, there are also some who are looking for help or support online. Offering a live chat customer service option, such as the one Salesupply employs, is a great way to provide a good online experience for your customers.
Live chat support can be used for much more than just asking customer service questions. It is also a tool that provides certain information that could incentivise and increase a buying decision. This tool is key to providing good customer service, as it greatly increases conversions.
The reason for this is very simple, as live chat software allows agents to resolve any queries made by the customer in real time, mainly those that are easily answered and simple in nature. In this way, customers are encouraged to interact with agents while providing them with real-time support and solutions.
Co-browsing
The co-browsing tool makes it easy for your business to solve some problems before they arise, making the online shopping process more enjoyable.
Its co-browsing software also provides live help between agents and customers, as it allows screen sharing so that both can see, in real time, where the customer is confused and solve the problem together. This results in timely assistance, increasing customer satisfaction and loyalty.
An online shop that employs collaborative denial also leads to higher conversion, as the website will become more intuitive and user-friendly..
Shared inbox
One of the biggest problems in customer service, and one that sets companies up for failure, is having organizational problems with emails being overlooked, resulting in poor customer service. One tool to avoid this is a shared inbox.
This is software that allows the whole team to manage information by receiving, sending and managing e-mails from a single e-mail address. In this way, any member of the team can collaborate and manage from their own inbox.
By having all queries and complaints in one place, your team will ensure better customer service, ensuring that everyone is attended to. Thanks to this, all customer information will be kept organised in the same shared inbox. In addition, it prevents the creation of duplicate and multiple emails, since it has real-time indicators that allow you to see if someone else in the team is responding to a particular request.
Provide the best customer service
As customers' expectations of online shopping increase, customer service is becoming indispensable to gaining popularity in the highly competitive e-commerce sector.
Providing good customer service to your customers can be a simple process, as long as the right tools are used. And with the right equipment, not only will the job be done faster, but it will also provide greater benefits to your customers, because they will be happier and more satisfied.
So don't waste any more time and make the decisions that are best for your online shop. Make use of customer service tools that will increase the productivity of your team, as well as the customer experience and, moreover, your sales.
Main phto: Rupixen