managing live chat team

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How to build, train and measure your customer service team for peak performance

The Ultimate Guide to Managing a Successful Live Chat Team

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5.1

How To Deliver Better Service with Omnichannel Customer Engagement

1. Offer an Omnichannel Experience

Up until now, we have largely spoken about utilizing live chat on your website. This is the first step to providing digital customer service that today’s 21st century consumers expect (and demand!). However, even the best live chat technology and team isn’t enough. You need to offer support to your customers on every channel they want – whether this be live chat, social media, email or even SMS. And crucially for your customers and agents alike, this communication has to be connected.

Imagine a customer sends you a question via email, but then decides they need an answer more quickly, so they message you on live chat. If these channels aren’t connected, your agent won’t know what their question was on email and will have to ask the customer to repeat themselves, performing one of the greatest customer service cardinal sins. According to research by UBM, repeating a query to agents is the biggest bugbear, with 75% of customers citing it as the worst customer service event.

Now let’s imagine that these channels are connected. When the live chat message comes in from the customer, your agent is immediately able to read the previous email query they sent (as well as all other previous interactions) within one unified display. As a result, they can immediately understand what the customer’s issue is and won’t need to ask the customer to repeat themselves – improving the customer experience and saving agent time too.

comm100 omnichannel

Often an agent won’t be able to provide a resolution immediately. In fact at best, 22% of the time the issue won’t be resolved on first contact (FCR). Because of this, it’s crucial that your agents can track support tickets from first contact through to resolution – whether originating as an email or a chat — with detailed notes covering every step along the way. A unified customer engagement platform that connects all customer conversations into one agent console achieves just this, allowing your agents to provide a cohesive, streamlined and personalized experience for every customer.

The same applies to social media. Whether reaching out to you on Twitter, Facebook, or WeChat, customer messages are consolidated into one display, including direct and public inquiries so no message (good or bad!) goes amiss. Say goodbye to your social media coordinators guessing responses to tweets, or haphazardly forwarding queries onto the CS team hoping for a quick answer they can copy and paste in response.

Comm100’s omnichannel platform can even integrate SMS communications. SMS is the most popular digital communication method, but for it to be used effectively, it must be connected with your other communication channels, and not stuck in a silo. Comm100’s SMS integration allows agents to respond to SMS within the same display as for live chat, ticketing, and email.

SMS customer communication can be used in a huge variety of circumstances – sending appointment confirmations, delivery notifications, or even offering SMS as a faster alternative when the phone queue is getting long.

Comm100 omnichannel

Comm100 integrates SMS, social, and other digital channels to be managed and prioritized from one console.

2. Personalize the conversation

While written messages will often be enough to resolve a query, sometimes the issue is more complex or the customer needs more help.

When this happens, you need a live chat solution that allows your agents to offer an alternative way of communicating. With Comm100 Live Chat, your agents can suggest audio and video chat, helping to deliver a more personalized chat experience, decrease handle times and establish closer, more personal relationships with customers. Audio and video chat are browser-based within the chat window. This means the customer doesn’t have to move onto a different page and you don’t need additional downloads or plugins, ensuring a seamless experience for everyone.

Your agents can also offer co-browsing to allow the agent to instantly view and interact with a visitor’s web browser through a single click. This way, your agent can easily understand where your visitors are having trouble, and personally guide them through complex processes, decreasing time spent on resolving more difficult issues. The agent can even request to control the visitor’s keyboard and mouse through remote control. This helps agents tackle complex troubleshooting steps without needing to ask visitors to do the work themselves, increasing satisfaction and decreasing time to resolution.

Comm100 Live Chat also allows you to easily exchange files with visitors during a chat, including documents, PDFs, spreadsheets, and images. This can help improve chat efficiency, and because it can all be performed within the chat window, it also increases First Case Resolution (FCR) as you don’t need to divert the conversation onto email.

audio and video chat

Audio and video chat is made easy using Comm100 to provide a personalized experience and often faster resolution.

3. Sophisticated routing

In most organizations, certain agents are more qualified to answer a question than others. So why not make sure that these agents always receive these questions and provide the customer with the most accurate answer straight-away?

With Comm100’s intelligent routing capabilities, you can do just this. When a query comes in (through live chat, email or social media), you can efficiently route it (manually or automatically) to specific agents or departments based on a number of variables – customer location, source, behavior, navigation history and other system fields.

You can even set up your pre-chat survey to allow visitors to select the department they wish to chat with for a solution, allowing for faster routing and better customer service. Here are some typical chat routing scenarios:

  • Customers from different geographic regions should be served by the resellers, partners or teams responsible for those regions.
  • VIPs may be served by a senior team while non-VIPs may be handled by lower level teams.
  • Customers are assigned to dedicated account managers and are served by those account managers who know them well and can provide a more personalized service.

Not all your agents will be equal – some of your more weathered agents will be able to handle more chats simultaneously than your new recruits. This isn’t a problem – simply select the maximum number of chats each agent can handle at one time and live chats will come in according to these criteria.

When visitors get quality, detailed answers on their first try, it builds long-term brand loyalty among customers. This provides big benefits for your business in agency efficiency, increased top-line revenue, and customer retention.

live chat routing

Use drop down fields in the chat form to automatically route the visitor to the correct agent using Comm100.

4. AI Chatbot

There is no doubt that well-trained agents are invaluable. However, often these fantastic agents have to spend large periods of the day fielding simple customer questions, preventing them from spending time on more complex issues or ‘VIP’ customers. This is where an AI Chatbot can revolutionize your customer service and take it up a level you didn’t know existed!

Comm100’s AI Chatbot can be used to answer routine questions or ask pre-chat questions in order to route the chat to the appropriate agent efficiently. It can also be set up when your agents are not online. Connect it to your other business systems and the Chatbot can even help customers book tickets or make payments.

Whatever your goals are as a company, the AI Chatbot can understand what a customer is trying to do, help them do it, or put them in touch with the person who can. Using Natural Language Processing (NLP) it can make sense of the wide range of human expression, language, and grammar, even understanding idioms and spelling mistakes.

Everyone knows that there are some conversations that bots just aren’t meant to handle. Perhaps the visitor has a particularly complex issue, or a VIP logs on. In this instance, you may want to escalate to a human agent. By setting up smart triggers, an agent can be automatically brought in and can take over the conversation from the Chatbot with full visibility of previous chat history.

AI chatbot

Comm100 AI Chatbot uses NLP to provide relevant answers and complete customer service tasks.

5. Agent Assist

As chat volumes increase, agent efficiency becomes increasingly important. Agent Assist is a key feature in any live chat agent’s toolkit. Powered by AI, it helps your agents to respond to customer queries more quickly and accurately. How?

While your agent is chatting to the customer, Agent Assist is monitoring the conversation, interpreting the questions being asked, and then suggesting answers to your agent in real- time from your Knowledge Base, canned messages, and chatbot intents.

Because of this, the agent doesn’t need to spend nearly as much time hunting for and typing out the answer. This means faster resolution and more time to focus on complex or sensitive issues. And since these suggested answers can be chosen with a double-click of the mouse, your agents will be able to handle more chats more quickly, resulting in shorter queues and happier customers. It’s a win-win!

comm100 agent assist

Comm100 Agent Assist interprets what the visitor is saying and suggests answers for your agent to use.

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