Historically, companies have aimed to limit customer contact in a bid to spare resources. Long and complicated IVRs, overflowing email inboxes and unanswered social media posts are products of this disconnection.The age of instant availability has flipped this on its head. When almost anything can be obtained at the touch of a screen, customer service must follow suit. Businesses are searching for ways to differentiate their offering. Providing provide proactive online chat is proving to be a key competitive battleground.
Proactive chat earns 105% ROI.
Be proactive, not reactive
A customer hits an issue. They’ll try to find an answer online, and eventually they’ll reach out to you for assistance when they reach a roadblock. All of this involves effort from the customer, and that effort breeds annoyance. Provide proactive online chat service, on the other hand, is all about businesses making the first move. Reaching out to your customers means you can catch and resolve problems before they escalate. By speaking with the customer before they have a chance to get frustrated, you improve relationships, and in turn loyalty.
Speed Up the Support Process
Both of the examples we’ve covered so far focus on using customer data to address customer needs before they reach out to your support team. But data can also be used as part of your agents’ interactions. That’s because the more data a support agent has about a customer. The more efficiently they’ll be able to provide assistance. After all, many of their interactions likely begin with asking customers for basic information account IDs, order numbers, and purchase history.
Imagine you had all the resources available to turn a problem into a solution.
You can eliminate the need for these questions by making customer data accessible to your support team. This way, they can jump straight into the issue at hand — and get to a resolution much more efficiently.
Live chat as the ideal tool
78% of customers will buy more from businesses that cut the time and effort required to interact with them.
The ability to provide proactive online chat is the ultimate channel for pro activity. Rather than waiting for a telephone to ring or manning a saturated inbox of angry emails. Live chat allows businesses to engage their customers immediately and with insight. With a smart chat channel on your website, you can analyse your website visitors in real-time. From there, you can identify key differentiating factors to reach out in a way that is specific, strategic, and that works for each individual.
Anticipate Customer Needs
Customer service teams now have more resources at their disposal than ever for understanding and assisting customers.
This means that there are plenty of opportunities for companies looking to step up their service. Still, some of these opportunities are more valuable than others in terms of the potential impact they can make on the customer experience. And one of the most valuable of these is customer data. If you’re not yet using customer data as part of your approach to service, read on.
One of the biggest advantages of leveraging customer data in support is that it allows teams to shift from a reactive approach to a proactive one.
Today, most customer service teams’ primary role is to respond to customer inquiries as they come in and resolve customers’ issues individually. This forces agents to take a reactive approach. And up until recently, this was the only practical way to approach customer support. But that’s no longer the case. Thanks to advances in data management, support teams can now analyze user behavior to take a proactive approach.
For example, let’s say the support team for a B2B software company notices that new customers tend to reach out roughly one week after converting with questions about creating new accounts for other employees at their company. Based on this insight, they might decide to create an automated email campaign that sends new customers information about user permissions five days after they begin using new software. This way, the company can not only show that they’re in tune with their customers’ needs but can make sure that those customers have all of the information they need, right when they need it.
As a result, they’ll be able to continue using the product seamlessly — and the company’s support agents will be free to focus on other customer needs.
Offer Better Support Resources
In addition to delivering well-timed support, you can also use customer data to make it easier for your customers to help themselves.
For example, let’s say a customer has been using your product for a few weeks and decides to try a new feature for the first time. But has some trouble figuring it out. Some customers in this situation will have no problem reaching out to your support team to ask for assistance. But many others would rather find the information they need online. And customer data can be a valuable resource when creating them. You can use past interactions to determine the issues your customers run into most frequently, then use this insight to create resources that help customers resolve those issues themselves. This way, you can be confident that your customers have the tools they need to get value out of your product, whether they decide to ask for help or not.
Tailor the Support Experience to Individual Needs
Successful customer service teams know that every customer has their own unique set of needs. Their own reasons for choosing to purchase from or partner with a company. If they take the time to identify those needs, they can store this information in their customer support platform. This way, when an agent begins an interaction with a long-time customer, they can go beyond checking out a few basic account details. They can use past interactions to get a sense of that customer’s goals and approach their conversation accordingly. As a result, each customer will receive support that’s tailored to their interest and needs — instead of getting generic, one-size-fits-all solutions.
Offer Personalized Recommendations
As teams collect data on their customers’ needs, they can use it to go beyond resolving those customers’ issues. After addressing the inquiry at hand when a customer reaches out, they might also choose to offer personalized recommendations. Because customer service teams interact with customers more frequently than other employees, they have the unique opportunity to pitch upsells and cross-sells. If they want some help sharpening their pitch, they can even work on some collaboration magic and call on some expert help from their CRM. And if they make these pitches based on a customer’s unique goals, they’ll be much more likely to succeed.
In conclusion, world class customer service and support is essential to any business growth. Simply put, a business with excellent customer service will develop a trusted online reputation and spread their influence through word of mouth. To help with your customer service and support, you can hire a company like GrowthHut to develop a strong online reputation and provide real time online support for your business.