A study recently found that 50% of customers decided to switch brands because the latter offered them superior customer service.
With the pandemic raging across the world – companies cannot afford to lose customers as another study found that it was 7 times more expensive to attract a new customer than retain an existing one.
So the question remains, with the governments encouraging businesses to shift to a work from home model. How do you maintain customer relationships while working with a remote customer support team?
Four Quick Tips that can help businesses offer stellar customer service while working remotely
1. Proactive Email Support
Amidst the chaos caused by the pandemic, customers need to be assured of your ability to service them during these uncertain times.
A helpful email reinstating the fact that your support team is available to them whenever they need can help you build up your customer happiness rating reserves.
A simple email template that you could send could be;
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Hi { Customer Name }
We’d just like to let you know that our support team is working remotely at the moment.
But all our support channels are still functioning
If you ever need to reach out to our team for assistance, you could email us at support@acmeinc.com
You can also send us a message on our Facebook and Instagram handles @acmeinc.
If you’d like to speak with one of our agents, just dial the toll-free number 0203498765 and we’ll connect you with an agent right away
Stay Home. Stay Safe
Best Regards
Arjun Singh
Customer Support Specialist, Acme Inc
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You can use a helpdesk CRM to segment your list and send this email out to recent buyers, channel-specific buyers, or simply just send this out as a newsletter to your entire customer list.
2. Power up Customer loyalty with live Chat
A study by Kayako found that 71% of businesses that implemented a live chat on their website saw customer loyalty and sales increase significantly.
The real-time live chat gives your customers an easy way to reach out to an agent in minutes. It can also be accessed remotely as well so agents working from home are notified when a chat ticket is created.
With live chat – support teams can attend multiple conversations simultaneously.
Since the wait time of a live chat is negligible, customers can get their queries resolved at the earliest.
3. Customer Support is just a dial away
If a customer walks away from a telephonic interaction with a positive experience – the reliability factor of your support operation rises in their eyes.
A cloud telephony software lets your agents answer calls from their laptops themselves. All they need is a headset and an internet connection. All calls can then be answered by agents who are available.
If you use a helpdesk CRM you can also add an IVR call routing feature that allocates incoming calls to the right team.
4. Self Service Portal
A self-service portal is an efficient way to encourage your customers to resolve frequent queries quicker. When a customer is looking for a specific topic, he simply needs to type in the query in the search bar and related topics are offered to him.
The self-service portal can be set up via API integration with the CRM.
This means you can add/edit and update all the material from the CRM itself.
Once you do this, the FAQ is auto-updated on your website – helping you offer your customers the power of self-service.
Conclusion
To tie all these tips out with a bow, businesses looking to manage support remotely should seriously consider investing in a helpdesk CRM.
Helpdesk CRM is a great investment for businesses looking to unify their support operations.
The Omnichannel nature of the SaaS platform helps you unify multiple conversations into just one inbox helping your agents stay on top of queries as soon as they are generated.
The reporting and analytics feature also gives you real-time data on;
- Calls answered vs those dropped
- Tickets opened vs those closed
- Agent productivity..and more
To learn more about How a Helpdesk CRM can help your business automate support operations across every vertical, tap the banner below.
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