GDPR compliance is demanded of all businesses handling EU citizens’ data by 25 May 2018. For companies across every industry, the paradigm of data privacy has changed fundamentally. Under GDPR, companies must follow uniform rules on how personal data is processed or face severe penalties.
These data security rules are applied to all companies using live chat technology as communication channel. Thus they need to adapt their data processing policies. Provide Support developed tools to meet these rules and help businesses to follow data protection regulations. (...)
2018 year was very productive and rich for new features in Provide Support. A complete system redesign made it possible to add new functionality and start working on major upgrades which will help to improve live chat customer experience and increase customer engagement and customer support team productivity.
Modern embedded chat window
Light built into your website page chat window will become part of your website and will let your customers easily contact you while they are browsing your website. The following features are available with new embedded chat window: (...)
Live chat has become integral part of modern e-commerce websites. No matter whether you are a large retailer or run a small business, live chat feature added to your website will help you not only interact with your customers in real time but also engage prospects while they are browsing your store. In this blog post you will find useful recommendations for choosing the right chat window for your website. (...)
Holidays provide a great opportunity for companies not only to sell more to repeat clients but also to acquire new customers. Together with a great opportunity to gain, comes a big chance to lose customers in the holiday season if you offer them bad customer service.
Customer service is almost always the first impression a customer will have with your company, so it is important to handle it the right way and not scare your customers away.
The survey says that 60% of consumers would be “unlikely or very unlikely” to give repeat business to a company that had given them bad service in the past.
And repeat customers that continue to support your brand over time will spend 67% more than new customers. So it is well worth it to give your time and attention to managing the busy customer flow well in the holiday season.
The French writer Antoine de Saint-Exupéry is credited with saying “A goal without a plan is just a wish.”
It is generally understood that the goal in customer service is to have effective communication with customers, which will result in customers being satisfied and will produce more revenue for the company in the end.
However, what is effective communication? What does it include and how a company can achieve it? Breaking down your plan into smaller sections which are easy to understand and convey to employees is the way to go. (...)
67% of customers left a company due to poor service
10% have switched more than 5 times in the past year
$430 is the average loss per customer
On the whole, all those service failures cost to businesses in the United States $75 billion per year.
Losing income, however, is not the only consequence of losing a customer. Angry and frustrated customers can hurt your company in many other ways. For example, they can spread negative word-of-mouth about your company or leave negative online reviews in social media and other online resources. (...)
Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed.
It also helps to:
measure customer satisfaction
improve products and services
show that you value customers’ opinions
create the best customer experience
establish reliable source of information to other consumers
collect data that helps taking business decisions
Most customers ignore survey requests unless they have something very positive or very negative to say. The main reasons for this are that surveys often reach customers at inconvenient time and the customer doesn’t see any real value for themselves in completing the survey. And even if the customer has taken the survey offered, this often results in very generalized responses, which don’t give you as a company much insight about the customer or what their interests and difficulties are.(...)
Have you ever encountered a situation when you would click the live chat button on a website promising instant online help and you would not reach anyone? I did. At other times, I would contact live chat support and instead of finding an answer to my question, I would be escalated to another person who would say that they will check the information and email me later.
I do understand that some questions take research and some issues take time to be diagnosed and fixed.
And still, I feel frustration in many such situations, especially when I have to explain the issue over and over again to another agent or repeat the same things in email later. As a customer, I want to be helped here and now while my question is still relevant and the issue is current.
Perhaps similar customer experiences are the reason first contact resolution remains an important metric in customer service. According to the Customer Experience Executive Report by CCW Digital, 70% of customers consider first contact resolution the most important factor when interacting with a company, yet only 10% of companies believe they excel at its delivery. (...)
At some moments customer service job can be a challenge. Dealing with different people and trying to meet their expectations is not an easy task. It takes patience, sharp intellect and I would even say wisdom to navigate through the various customer moods and still provide a professional service.
In this article I would like to review the biggest customer service challenges based on my own experience. I would like to share with you what I found worked best for me to overcome them and I hope my experience will be of use to you as well.
So let’s begin.
Having to serve multiple customers at the same time
If you are working in customer service, you need to be prepared to deal with several customers at a time on daily basis.
My best tip for overcoming this challenge is learning to take a pause correctly.
If you clearly specify to the customer there is going to be a break, that you need time to find a response to his question or find a solution to his problem, it is no big deal. Customers are ok being put on hold if you tell them you need a few moments to research their issue. This is the time that you can use to respond to another customer. However, avoid telling the first customer you are communicating with someone else and need time for this. It would be a bad idea! And don’t just leave the first customer on hold without explaining – that’s another bad idea!
Being time-pressed to give a response when you don’t have one
There are situations when a customer is rushing you to give them a response, but you don’t actually know what to say, because either you don’t understand how to solve their problem or you don’t have enough information.
In such situations, I recommend to hold your ground and insist on taking your time to investigate the issue. Not buying into the rush will help you to give a better quality customer service. You can say, for example, “I will need some time to research the issue and do some testing. Would it be ok if I emailed you with the results later today?” Or you could say, “I will need to check this up with our administrator/manager. Could you please leave me your email and I will get back to you shortly.”
Facing an irate customer
Dealing with angry customers is part of the deal you are entering a customer service job. There is no escaping it.
There is a long list of advice spoken on this subject. And the reason is that it’s really not easy. If I am to take a single line to give my own advice, it is “Remain calm yourself”. What helps me personally when I see someone who is just venting out their emotions, I try to think of that person as a teenager and treat him accordingly. We’ve all been there and we know, there is no arguing or reasoning with a teenager. It’s just how they feel and you can’t help it. You can only save it from going worse if you
Having no solution to the customer’s problem
If you are at a loss and have no idea how to solve a certain issue, it’s better to take the time and research it a little bit or maybe consult with your team-mates or senior staff. It’s kind of a shameful situation, but hey, let’s face it, it happens. You are not omnipotent.
However, don’t be so bold about it with your customer and don’t admit it in these exact words, “I don’t know how to solve this problem, sorry”, because you will label yourself incompetent. Instead, you can say, “Sorry, it will take me some time to investigate the issue and check a few details with our admin/manager. Can I get back to you by email?”
Not being able to give a bigger discount
It’s a tough one to say “No” to a request of a discount. Especially, if it is a loyal and trusted customer who’s been with the company for many years. But what can you do about it. If you can’t, you can’t. Sometimes life says “No” to you too in other situations.
What I think works in such situations is admitting the situation honestly as it is, “I’m very sorry, but the company can’t go lower than this price.” And you can also add some explanations of they are true, for example, “Our service/product cost is quite low as it is and lowering it further would just make it not worth for us running the business. I hope you understand.” This is quite honest and most people with reason will understand it right.
Admitting the lack of a feature or a product
This is similar to saying “No” to a discount request. No one likes to hear a “No”. Still, you got to say it bold as it is, otherwise you may mislead the customer and he will feel cheated if you promise him something you can’t deliver. “Sorry, we don’t have this feature at this time. We didn’t receive enough requests from customers, so we don’t plan to add it in the nearest future. This may change later on, however.” Or, if the feature is in the works, you can say, “My apologies, we don’t have this feature yet. However, it is under development and we hope to see a new release soon. Would you like to be notified by email when it is ready?”
Dealing with a service outage or a crisis situation
Having a big volume of inquiries with many customers frustrated that something is not working can be tough.
The approach that I have developed over the years and which I found works best is to be dead honest about what’s going on, admit the problem even if you don’t know how and when it is going to be resolved. But the truth is, you are working on it and that’s exactly what matters.
“Please accept our apologies. We are having a problem at our end. Our technicians are working now to fix it as soon as possible. Thank you for your patience and understanding.”
There you go! You are prepared for the toughest customer service situations now.
Have your take and share your tips in the comments if you already had experience dealing with difficult customer service situations.