Online chats and chatbots
Posted: Tue Dec 17, 2024 4:44 am
Using live chats is an increasingly common solution, and it is also ideal for gaining speed in your customer service strategies.
Live chats are fast and effective channels that your customers can use while browsing your website. On the other hand, there are chatbots , which are very useful for answering general user questions.
5. Telephone service channels
Telephone calls remain a good option for obtaining customer information and resolving concerns. Because of its universality, the telephone allows access to a large number of customers, and is simple and direct.
6. Self-help portals
Self-help portals or knowledge bases allow customers to resolve concerns on their own, following the instructions on the portal. To this end, it is common to include a list of frequently asked questions and tutorials so that users know what to do in the event of technical failures or problems when contracting a service.
Platforms to implement customer service channels
With so many channels available and necessary to cover a wide range of customers, it is necessary to centralize them by taking advantage of the availability of specific tools.
The concept of omnichannel will be useful to understand what we are referring to. It is about understanding each channel as part of a whole, and managing them within the same platform.
The difference – compared to a multi-channel strategy – is australia telegram data that each channel is not developed separately, opening different tabs in the browser for each thing, but rather a holistic customer service system is sought.
A strategy of this type allows all the company's contact channels to be connected and managed from a central module to ensure the same level of satisfaction. This makes it possible to concentrate the customer service protocol for physical stores, social networks, websites, emails, calls and mobile devices.
This type of strategy can be efficiently implemented with the help of a Help Desk Software . This type of program is designed to solve the management of different channels from a single place, simplifying the management of:
Live chats and chatbots.
Social networks.
Blogs and website forms.
Phone calls.
Mobile applications.
Some examples of very popular Help Desk Software are:
Zendesk . It offers multiple tools for customer service, including: live chat modules, instant messaging, SLA management . It also includes integration with more than 500 public apps.
Intercom is a communications platform with a suite of integrated products for teams that includes modules for sales, marketing, product management, and support. Intercom's interface is very intuitive and aesthetic, making it very easy to find answers to frequently asked questions directly from the live chat module, avoiding the user having to submit a support ticket.
Live chats are fast and effective channels that your customers can use while browsing your website. On the other hand, there are chatbots , which are very useful for answering general user questions.
5. Telephone service channels
Telephone calls remain a good option for obtaining customer information and resolving concerns. Because of its universality, the telephone allows access to a large number of customers, and is simple and direct.
6. Self-help portals
Self-help portals or knowledge bases allow customers to resolve concerns on their own, following the instructions on the portal. To this end, it is common to include a list of frequently asked questions and tutorials so that users know what to do in the event of technical failures or problems when contracting a service.
Platforms to implement customer service channels
With so many channels available and necessary to cover a wide range of customers, it is necessary to centralize them by taking advantage of the availability of specific tools.
The concept of omnichannel will be useful to understand what we are referring to. It is about understanding each channel as part of a whole, and managing them within the same platform.
The difference – compared to a multi-channel strategy – is australia telegram data that each channel is not developed separately, opening different tabs in the browser for each thing, but rather a holistic customer service system is sought.
A strategy of this type allows all the company's contact channels to be connected and managed from a central module to ensure the same level of satisfaction. This makes it possible to concentrate the customer service protocol for physical stores, social networks, websites, emails, calls and mobile devices.
This type of strategy can be efficiently implemented with the help of a Help Desk Software . This type of program is designed to solve the management of different channels from a single place, simplifying the management of:
Live chats and chatbots.
Social networks.
Blogs and website forms.
Phone calls.
Mobile applications.
Some examples of very popular Help Desk Software are:
Zendesk . It offers multiple tools for customer service, including: live chat modules, instant messaging, SLA management . It also includes integration with more than 500 public apps.
Intercom is a communications platform with a suite of integrated products for teams that includes modules for sales, marketing, product management, and support. Intercom's interface is very intuitive and aesthetic, making it very easy to find answers to frequently asked questions directly from the live chat module, avoiding the user having to submit a support ticket.