Why self service should be an option?

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It is a fact that talking to your customers personally is a key to fully understand your customer’s needs and thereby customers also feel comfortable if we give a personal touch. But not all the customers want to reach out to the support team over the phone when any problem arises because not all the customers have the patience to wait for hours before they receive any solution for their problem from the support agent.

So a self-service should definitely be an option for all the businesses where customers can find their answers at your website. Knowledgebase/Self-service should be easily accessible to the customers from their apps as well so that it saves a lot of time to support team and they need not worry about not being at the desks every time. The apps also help you build a knowledge base full of help documentation so your customers can find quick answers to common questions. The support team can also reply to customer emails or solve the issue raised by the customer from anywhere. A maximum number of the issues can be solved by just providing useful knowledge base where customers can themselves understand the queries and solve them. It can overall increase customer satisfaction as well as customer engagement.Having a good knowledge base articles to your business helps to get new users as well who wants to know about the product. New users can go through the articles available in the knowledge base.

faasthelp has many features where you and your customers can just log, start a live chat where customers and businesses can have a chat ,email alerts for any missed chats and search for self-help which is nothing but an amazing knowledge base, a simple ticketing system where you can create a ticket as well as track those ticket to know the status of the tickets and all these features are bundled in a single button and can be integrated into your business application in less than a minute without disturbing any other functions.Add unlimited Agents/employees to support your business at no additional cost. So make your customers happy and increase your customer satisfaction by just logging on to www.faasthelp.com

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Tips to improve your Visual content in FAQ

Customer self-service/FAQ/Knowledgebase anything you call it the purpose is same that is to help customers to solve the issues independently without waiting for the support team to solve the problem.According to a recent survey, many customers want businesses to have a self-service portal as it empowers customers by letting them take a decision on their own and be more online thereby there is a better customer engagement as well.

On the other hand, if you want to improve your knowledge base visual aids will be very helpful as it helps the customers easily follow instructions and fully understand the product features.

Below are some visual tools you must use to improve your Knowledge base:

   1.Videos :

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Videos are the most commonly used visual tool on any platform. As video contains both audio and video, it is easy to see a video and to hear the instructions which make any concept clear. You should see that the quality of the audio should be crisp and clear and the video quality also should be finest. See that video length is optimum to 1 to 2 minutes.

2.Images and Screenshots :

faasthelp screenshots-2Images and Screenshots are another types of visual tools which can be used in the knowledge base to tell the customers about the product features, or features of a website which will also be useful for them when they are using your website.

3.Graphs and Charts:

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Graphs and charts are the special visual tool which will more useful for data-driven customers. These graphs and charts help to explain complex processes of products performance. Graphs can also be used to compare other product features to yours. You can have those graphs and charts at the time of presentations to demonstrate a point and allow customers to take certain actions.

4.Animated Graphic Images:

picture219-4By using Animated Graphic images to your knowledge base articles, it adds an attention and beautiful feeling for your knowledge base for explaining the product features or the step by step procedure for a particular feature where customers even enjoy reading your knowledge base.

5.Infographics :

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Infographic is an excellent tool in which you can collect all the important data and keep them in a uniform arrangement visually. You can use them to explain the step by step information by various components such as graphs, icons or diagrams. While doing infographics you should be sure to highlight important data using right colors and shapes and also avoid pushing a space with too many elements which hinders the appearance of an infographic.

6.Drawings:picture219-5

The drawing tools can be used while explaining for businesses having some manuals or some instruction kits. They are commonly used for explaining small gadgets like phone or home and electric appliances.

Apart from all these make sure to keep your other customer service channels accessible at all times as your customers may be experiencing some unique issues.

faasthelp has many features where you and your customers can just log, start a live chat where customers and businesses can have a chat ,email alerts for any missed chats and search for self-help which is nothing but an amazing knowledge base, a simple ticketing system where you can create a ticket as well as track those ticket to know the status of the tickets and all these features are bundled in a single button and can be integrated into your business application in less than a minute without disturbing any other functions.Add unlimited Agents/employees to support your business with no additional cost. So make your customers happy and increase your customer satisfaction by just logging on to www.faasthelp.com

#faasthelp #livehelpdesk #livechat #knowledgebasesoftware #customerservicesoftware #simple support software#helpdesk #customerservice #livehelp#onlinelivechat

 

 

How to reduce tickets with Great FAQ?

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FAQ or Knowledgebase is essential for every business. It helps in increasing the business growth and promotes self-service which allows customers to solve the issue by themselves. Having an FAQ page can also reduce the frustration of the customers and also decreases the number of tickets raised. So to reduce the tickets have some features on your FAQ page which are discussed below and follow the tips as well.

  • Have your answers organized by categories: FAQ is a place where customers can reach out for the answers of the issues or even it is a place to learn more about your product. So make the answers as easy as possible for the customers to reach out. The questions should be organized by having categories which will be easy for the customers to look out for the answers. You can even track which questions are more often asked with the help of Analytics and feature those frequently asked questions on the main page of the FAQ.
  • Have a Search bar: Having a search bar helps the customers find the answers which they want to know quickly by just a right keyword in a search bar. When there is a product with a lot of information search bar will be very useful.
  • Add Images and Visuals: Sometimes by adding images or visuals to the answers makes the answer to look in a better way than it is to tell them. It also makes the answer more interesting to have a look.
  • Make your answers short: While writing answers to the questions in FAQ ensure that the answers are short and precise and see to that you are answering to the point. There is no need to write an essay about every detail of your product in every answer.
  • Be available for the customers: If customers cannot find the answers make easy for the customers to contact you which will avoid customers getting angry or frustrated and go away from your business. Let your customers know you are available to them.

faasthelp has many features where you and your customers can just log, start a live chat where customers and businesses can have a chat ,email alerts for any missed chats and search for self-help which is nothing but an amazing knowledge base, a simple ticketing system where you can create a ticket as well as track those ticket to know the status of the tickets and all these features are bundled in a single button and can be integrated into your business application in less than a minute without disturbing any other functions.Add unlimited Agents/employees to support your business at no additional cost. So make your customers happy and increase your customer satisfaction by just logging on to www.faasthelp.com

#faasthelp #livehelpdesk #livechat #knowledgebasesoftware #customerservicesoftware #simple support software#helpdesk #customerservice #livehelp#onlinelivechat

 

 

Tips on how to answer support emails in a better way

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A way to answer the support emails sometimes should be done more carefully and quickly so that customers find it pleasing and will continue in your business and also the count of emails will be less in your inbox as you follow some tips on how to answer the emails in a better so that it saves a lot of time.

  • It’s always a good thing to start with customers name like for example “Hi, tom” so that customers feel that you are giving personal attention to them or their queries. Using “Hi” is friendlier than “Hello” which looks like the official message.
  • Develop to write the emails in a way how you talk while the customer is sitting in front of you.
  • Sometimes use some phrases like “thanks for your feedback” or “We welcome your suggestion” by which it feels good for the customers.
  • Reply to emails in short and precise way by breaking line in between (see to that they understand it), answer in points and short paragraphs. Avoid long paragraphs.
  • Learn how to apologize and say “sorry” if necessary and “ thanks” a lot and don’t be afraid to say “No”, try to explain the situation for what reason you are saying “no”. It’s better to use “sorry” for using the word “no”.

BE ALWAYS NICE AND KIND TO CUSTOMERS IN WHICHEVER WAY YOU RESPOND TO THEM

faasthelp has many features where you and your customers can just log, start a live chat where customers and businesses can have a chat ,email alerts for any missed chats and search for self-help which is nothing but an amazing knowledge base, a simple ticketing system where you can create a ticket as well as track those ticket to know the status of the tickets and all these features are bundled in a single button and can be integrated into your business application in less than a minute without disturbing any other functions.Add unlimited Agents/employees to support your business with no additional cost. So make your customers happy and increase your customer satisfaction by just logging on to www.faasthelp.com

#faasthelp #livehelpdesk #livechat #knowledgebasesoftware #customerservicesoftware #simple support software#helpdesk #customerservice #livehelp#onlinelivechat

Ways to interact with customers on live chat

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The live chat makes it possible to have a chat simultaneously with multiple numbers of customers by which you solve more issues more quickly. But simultaneously managing the multiple customers is not an easy job because you have to constantly switch the contexts as you think about the issues every customer raises.

Because you chat with customers in real time they expect that you reply them immediately. So, you need to know how to handle the live chat and ensuring that your customers have a satisfying customer experience. Here are some points you need to remember while interacting with customers.

  • Have Chat sessions in short: Respond quickly and make the total interaction as short as possible because shorter the conversation higher is the customer satisfaction. A longer chat session doesn’t mean bad customer satisfaction instead it indicates the conversation should be changed to a different channel.
  • Be a Keen Reader: Sometimes Customers will hurry when it comes to explaining their issues and will not be able to express their problems in writing. So read carefully and ask questions. Don’t come to conclusions.
  • Don’t ask the customers repeated information: Yes, don’t ask the customers repeated information which they have already provided during the initial chats. If the customer is repeatedly in touch with you for the same issue, study the previous chats. This avoids the repetitive.
  • Be honest: If you cannot answer the customer’s question be honest and say no. If you want to clarify the doubt with another agent which will take a bit of time tell the customer the same which will help them understand why they may have to wait. And also communicate your status with the customer tell them what’s happening. If you need more time let them know that you are working towards it.
  • Transfer the chat to another agent if needed: If you are not able to handle the chat with the customer and want to transfer to another agent inform the customer before making this transfer. The new agent should also be quick enough to speed on the issue by seeing the previous chats and should never ask the customer to repeat the information.

faasthelp has many features where you and your customers can just log, start a live chat where customers and businesses can have a chat ,email alerts for any missed chats and search for self-help which is nothing but an amazing knowledge base, a simple ticketing system where you can create a ticket as well as track those ticket to know the status of the tickets and all these features are bundled in a single button and can be integrated into your business application in less than a minute without disturbing any other functions.Add unlimited Agents/employees to support your business at no additional cost. So make your customers happy and increase your customer satisfaction by just logging on to www.faasthelp.com

#faasthelp #livehelpdesk #livechat #knowledgebasesoftware #customerservicesoftware #simple support software#helpdesk #customerservice #livehelp#onlinelivechat

 

What are ways to properly handle a Support Ticket?

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A Support ticket handling is an important task if you have support ticketing software in your business. Sometimes handling a support ticket can go wrong way if not handled properly. Whenever you think you have solved one ticket another ticket will be waiting in the queue.Sometimes no agent wants to touch a ticket which is too difficult and because of these, there will be an increase in the number of pending tickets. And this results in customers getting angry because their tickets are not solved.

Below are the tips which will help you in handling a ticket efficiently:

  • Respond to each ticket quickly: Try responding to the customers as quickly as possible because customers will have a clear picture that you are taking care of their issue even if you don’t have an immediate solution for it.
  • Make your responses are simple: The easier you understand and reply, the faster the issue will be resolved. Whenever you reply to customer highlight what needs to be done next to solve the issue by replying it in a simple way rather than send long paragraphs of answer where the solution is at the end of it.
  • Pay attention to the status of the ticket: Many tickets get lost or it will be unanswered if they are not properly assigned. Mark the tickets as open when it needs to be answered, by this even customers will know that the support team is handling their issue. Mark the ticket as solved when the solution is given and the issue is closed. Mark the ticket as pending when you are asking for more information and you need to wait for the reply.
  • Give priority to the old issues first: When selecting an issue to address you should consider taking up the old issues first because the customer who raised a ticket have to wait for the longest and don’t leave the issues unfinished.
  • Regularly check for new tickets: Cultivate the habit of regularly checking the new tickets by having email notifications. By email notifications, you will get to know any new ticket has arrived or is there any update on the ongoing issue.Sometimes it’s better to check the spam section as there are chances that new ticket can be flagged as spam.

faasthelp has many features where you and your customers can just log, start a live chat where customers and businesses can have a chat ,email alerts for any missed chats and search for self-help which is nothing but an amazing knowledge base, a simple ticketing system where you can create a ticket as well as track those ticket to know the status of the tickets and all these features are bundled in a single button and can be integrated into your business application in less than a minute without disturbing any other functions.Add unlimited Agents/employees to support your business at no additional cost. So make your customers happy and increase your customer satisfaction by just logging on to www.faasthelp.com

#faasthelp #livehelpdesk #livechat #knowledgebasesoftware #customerservicesoftware #simple support software#helpdesk #customerservice #livehelp#onlinelivechat

What are some good strategies for Customer Engagement?

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Customer Engagement is about encouraging your customers to interact and share the experiences you create for them as a business or as a brand. When we execute well, a strong customer engagement strategy will promote the business growth and loyalty.

Businesses should focus on customer engagement, value creation rather than revenue. Businesses should have something meaningful and useful real-time support and a brilliant end to end customer experience. Below are some strategies which we have to do for a good customer engagement:

  • Emails: Sending emails regularly to the customers is the simple way to keep in touch with them. By sending emails regarding product features, new plans, and subscriptions, about any new offers customers feel happy that they remembered by you and get themselves engaged.
  • Phone Calls and live chat: We can keep customers engaged by making a phone call or by chatting in person with them and asking about our service or asking if they have any problem so that customers feel that are specially taken care of and will be happy for the customer service we are giving.
  • By conducting Contests: Yes, by conducting contests among all your customers like how well they know about your product, company and announce exciting prizes for the winners. Customers will be eager to win prizes thereby they make use of the knowledge base articles available to know about your product and thereby they keep engaged in our website.
  • Live sessions: Have live sessions with all your customers so that you can interact with them all at once and can take their suggestions or choices in improving your product so that even you have an idea what customers are thinking and also even they will be engaged with you and your business regularly.
  • Webinars and Seminars: Webinars and Seminars can also be conducted with the customers by taking some important topic for discussion for example about any new feature that is developed etc so that even customers will be known about what is going on in your business as they are important part of your business and shows keen interest towards on their engagement on your website.
  • Blogs: Yes, by writing some topics as blogs and articles it will helpful for the customers when they need it or they can use for further references. By doing this customer will also be engaged in your website which automatically leads to good customer engagement.faasthelp has many features where you and your customers can just log, start a live chat where customers and businesses can have a chat ,email alerts for any missed chats and search for self-help which is nothing but an amazing knowledge base, a simple ticketing system where you can create a ticket as well as track those ticket to know the status of the tickets and all these features are bundled in a single button and can be integrated into your business application in less than a minute without disturbing any other functions.Add unlimited Agents/employees to support your business at no additional cost. So make your customers happy and increase your customer satisfaction by just logging on to www.faasthelp.com

    #faasthelp #livehelpdesk #livechat #knowledgebasesoftware #customerservicesoftware #simple support software#helpdesk #customerservice #livehelp#onlinelivechat