Time and money can be wasted daily in business. Streamlining your live support process could help to increase consumer satisfaction and hopefully reduce churn. Giving customers a speedy response, putting them through to the relevant people and continuously monitoring metrics are just few of the areas you could start improving. Let’s have a deeper look at how to get your live support department running smoothly:

Integrations

Clever features can help to save your employees’ time and keep them organized, increasing the level of your service. A quality live support software will have integrations to help you along the way.

Smart Tip:
Xeno has integrations for Facebook, Twitter, your phone, your mailbox and many other platforms that allow you to get in touch with your customers. For example, when running Facebook ads, you can receive messages from leads clicking on the “Contact Us” button straight in your Xeno inbox so you don’t even have to open the Facebook or Messenger App.

Consolidation

It can be hectic working in customer support these days. With so many platforms old and new: Facebook, Instagram, Email, telephone, etc., it’s important that you keep all your correspondence organized and in one place.

Use Chatbots

Get a helping hand from chatbots. You don’t want to use them more than physical staff but you can use them: in busy periods, for pre-screening to ensure customers get through to the relevant agents, for simple and FAQs or to collect customer information before speaking to a human, etc.

Measure Your Metrics

Metrics are your digital breadcrumbs, use them to work out where you are going wrong and right. Statistics such as FCR or first contact resolution rate, response time and consumer satisfaction are important, among others. Listening to customers feedback from post-chat surveys can also help you to piece together the puzzle.

Knowledge is Power

Have a knowledge base available to team members full of answers to FAQs and information on the latest customer issues. This can save agents time when faced with problems to which they don’t know how to answer or need a refresher on.

Predefined Responses

Your staff will get asked similar questions often. Set up some predefined responses to FAQs to save on typing time.

Streamline Your Ship

There are lots of hacks to get your shipmates working as efficiently as possible. These may stop you losing money from customers leaving you, but you could also save on staff costs. One of the big players in the optimization game is the live support software you choose. Xeno offers a wealth of features to get your ship in shape, including: unlimited predefined responses, a host of metrics, post-chat surveys so you can listen to customers feedback and a knowledge base, all consolidated into one, organized location.