Customer service channels are designed to work together #omnichannel dynamically and in tune to support customers.
There is an art to choosing the appropriate customer service channel for communication in startup companies, and must be taken into the mindset:
- 93% of customers make repeat purchases from companies there provide excellent service.
- 83% of customers have increased #loyalty for brands that respond to and resolve their complaints.
Most startups do not have the time or resources to maintain the highest levels of customer service provided and also to maintain achieving the highest level of service #SLA
But now customer service techniques have improved, and it is possible to choose the most appropriate tool according to the need to collect them in the same tool:
✨ Live Chat:
Gartner statistics are provided by:
Between 69% and 73% of customers request the live chat feature, and also find it the most satisfying way to communicate.
Because the live chat allows the service team to respond in real-time to customers.
✨ Contact Form:
- It is one of the easiest ways for you and your customer, as the contact form is quickly and easily included in your site, and it is easy for your customer to write his request and leave his name and contact details.
- However, contact forms are not the most appropriate nor the fastest support channels, but their existence means balance and professionalism.
✨ Knowledge Base:
It should be one of the first channels for contacting your customers.
Sometimes called the "#Help Center" or "#Support Center"
- If linked with a customer relationship management system #CRM, you can use previously resolved customer issues
as a way to enrich their content.
✨ Contact Center Solution
Studies show that 3/4 of customers will still choose to interact with a real person even as customer service technology improves.
- Despite the prevalence of #Live chat, phone support is a more personal and direct way to customers.
It is the fastest and simplest way to show your interest to your customers.
But call center maintenance is known to be expensive the more you scale it up,
It has become difficult to maintain quality, so train your staff well and don't let quantity replace quality.
✨ Chatbot:
Chatbots and live chat tools have something in common, both of which are available with one click through the company's website.
The main difference is that live chats are run by customer service personnel - unlike chatbots
Chatbots rely on #AI as one of their advantages
- They do not need wages or sleep, so they can work around the clock
- They rely on artificial intelligence so there is no chance of human error causing customer dissatisfaction.
✨ Email:
It's strange to think of him in a world that looks to him as an old customer service communication channel
But this is the reality we face that companies have to work with.
With the dominance of chat, contact forms, and phone calls, email is fast becoming an obsolete proposition.
But it can be included with more active channels and not be relied upon as a primary channel.
In the sense that email can be part of a good customer service strategy - but not the core of it!