Tips To Enhance Real-Time Customer Support

Tips To Enhance Real-Time Customer Support

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Tips To Enhance Real-Time Customer Support

Customer Service Outsourcing

It’s a fact that outstanding customer support plays a vital role in driving businesses ahead. But with nearly every firm having dedicated customer support departments in-house, the field is pretty common. So, it is where real-time customer support helps you to stand out of crowd. Real-time customer service permits you to assist your clients in real-time. You can hire a customer service outsourcing partner for this purpose. Though harder to achieve than conventional customer support methods such as email, it has proven to be a rebel. So, you might be thinking about how customer service with real-time data can entirely improve your business? Here are some sure tips:

  • Talk like a human, not a Bot

The obsessive requirement for customer support agents to be formal and the utilization of bots has left the consumers confused. They can’t figure out whether they are conversing with a human or a bot. It’s a fact that customers always wish to talk to humans.

Thus, if you want to enhance the CX, you need to act more like polite humans, instead of being formal like bots. It implies that you don’t have to answer everything. For example, if you make a mistake while delivering information, just tell the customer about it and simply apologize. Most customers don’t expect to have a seamless customer service experience, but a friendly one. Even if you have the whole life history of a customer, do not show like you know everything. Ask them some questions and make them feel engaged.

  • Give the Right Tools to your Agents

To boost real-time customer support, you have to resolve real-time issues. However, solving problems in real-time can be laborious, and at times may lead to errors due to the pressure on customer support agents. So, to avoid it, you have to train and guide your agents properly.

If you offer customer support outsourcing, then it is a must to have supervisors handle the agents. But, “Let me connect you with my senior” can’t always be a good solution. Agents must have the essential knowledge as well as the right tools to solve consumer grievances quickly on their own.

  • Authorize your Customers

Customers admire it if someone is there to help them on the go. However, they love being able to solve their issues themselves more. Thus, the first line of defense is users themselves. Using user data analysis, you can figure out the most common issues that customers face and place them under FAQ.

Also, leverage some more troubleshooting options on the website, call, or through email to the customers. This way, they will be able to solve some minor issues on their own. Most customers hesitate to call customer support for minor issues, at the risk of looking foolish.

  • Go mobile-first

The count of smartphone users is increasing rapidly day by day. People love using portable devices so that they can perform tasks anytime and anywhere. This is what you need to utilize. To enhance real-time CX, you must optimize your customer support for smartphones. Having an inbuilt link for a chat in your app will make it easier for the users to connect with you. Many apps come with an in-built call or chatting feature which offers ease of access. Thus, customer support with real-time data must be embedded into your app if you wish to enhance the overall CX.

  • Be Eveready

When we talk about “real-time customer support”, it implies “offering customer support at any time”. Customers may require your help at any time, so saying “call us later” doesn’t work. To boost the CX of users in real-time, you have to be always available to take up the calls. It may require extra resources as well as a workforce, but it’s crucial to ensure CSAT.

If you are a startup and don’t have enough to invest in offering 24×7 customer support, then you must empower your customers to help themselves. If they are capable of solving their issues themselves, then they won’t call for your help at odd hours.

The Bottom Line- Customer Service Outsourcing

Real-time customer support is doubtlessly one of the best ways to stand out from the crowd. Just a few steps, though harder to incorporate, can make a huge difference to the level of CSAT that your business offers. A happy customer is surely the best thing that an agency can witness. If you can’t afford to offer real-time customer support in-house, just outsource to us! Octopus Tech Solutions is a leading name in customer service outsourcing. You can reach us anytime!