Have a total view of your customers
Having all the data of your customers, either by integrated
applications or by personalized applications, will help you make your online
customer service much
more personalized . There are many softwares, such as
Zendesk and Crisp, that allow the customer request to appear in the agent
workspace, so that it can be solved in a single view.
Thanks to this, agents will be able to have a greater context of the relationship they have with the client, be it the purchase history or old conversations, among others.
Keep your team trained in social skills
All commonly thought of customer service skills are also applied
in the digital world. It will only take a training so that this can be
translated online.
In general, people read the emails they receive in a more
negative way than it really is. That is why the online customer service
team must have
communication that is as conversational and light as possible . Agents
can be warmer while making use of emojis, GIFs, and exclamation points, as long
as it's appropriate.
Tip : Even with simple but great
online courses you can give your team exceptional customer service training. Websites
like Udemy or Coursera can be of great help to you.
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