Digital Customer Service Tips You Need to Know [infographic]
Your digital customer service is very likely overloaded from the disruption caused by the pandemic. Support teams across industries report that inbound call volume has grown significantly since the outbreak, in many cases by more than 50%.
The sudden shift to work-from-home models presents new challenges in productivity and management. Digital customer service strategies can effectively address your customers’ needs while enabling your support team to overcome many of the issues they may be facing.
Here are some tips to help your support teams:
- Assess the technology capabilities that remote contact center workers will require and identify how to employ your existing technologies to enable new workforce needs.
- Reach out proactively to customers via email and text message informing them of online support resources.
- Give customers the option of a video call with a live person who can answer their questions and address concerns.
- Provide helpful blog posts and content on your site, such as FAQs to make it easy for customers to solve problems on their own without having to speak with a customer service representative.
- Implement chatbots, especially if you’re finding that customers are asking many of the same questions. Chatbots can help automatically resolve simple, repetitive questions.
- Leverage live chat to help resolve customers’ problem when they face them on your website. Customers don’t have to fill out a form and wait for an email reply or call into your team.
- Use queue messaging to increase awareness of other options, give them choices for other types of support and move callers directly into digital channels. When tickets enter your inbox, employ automated responses with tailored troubleshooting steps based on the ticket topic.
- Remove telephone numbers from web pages if your call centers have been disabled due to the pandemic health concerns. And, be sure to update web pages with any new re-routed numbers.
For more tips, check out our ebook, 5 Rapid Response Strategies to Advance Digital Commerce.