Customer support - help and advice that a company makes available to customers when they have bought something
Kas tiek saprasts ar klientu atbalstu?
Customer support is a set of services provided by a company to a customer. It is also a part of customer relationship management. Companies use a Helpdesk to provide customer support. Thus, customers can connect with the company through different types of channels. For instance: Email, Phone, or Live chat.
Uzņēmumi palīdz instalācijā un apmācībā. Turklāt tās cenšas atrisināt klientu problēmas un vaicājumus.
Kāda ir atšķirība starp klientu apkalpošanu un klientu atbalstu?
The main difference between the two is that customer support is responsible for assisting a customer with technical issues. On the other hand, customer service is about helping the customer use the product/service to its full potential. This is where you engage with customers and grow customer relations. Thus, providing the best value.
If you would like to learn more details, read Customer service vs Customer support.
Kāpēc klientu atbalsts ir svarīgs?
Klientu atbalsts ir svarīgs, jo tas veido lojālu klientu bāzi. Tomēr ir vēl daudz vairāk priekšrocību.
Tālāk ir aprakstītas dažas priekšrocības, ko sniedz labs klientu atbalsts.
- Higher sales
- Higher revenue
- Customer satisfaction
- Customer retention
- Efficient workflow
Kādi ir visefektīvākie klientu atbalsta kanāli?
Live chat
Live chat is an important part of every customer support software. It enables your customer representatives to chat or simply approach customers in real-time. It is believed that millenials are the only ones who use live chat. However, there are also other age groups that use live chat. Don’t miss out on live chat and its benefits.
If you would like to learn more, read LiveAgent – Live chat.
E-pasts
E-pasta ziņas ir katra klienta atbalsta parastā un galvenā daļa. Daži varētu teikt, ka tas var būt visai stīvs atbalsta kanāls. Kāpēc? Vienkārši tāpēc, ka problēmas atrisināšanai var būt nepieciešams ilgāks laiks. Tomēr sasniedzamība ar e-pastu ir visā pasaulē, un tas joprojām ir labi izmantots kanāls.
If you would like to learn more, read LiveAgent – Email.
Tālrunis
Tālrunis ir arī viens no vēlamajiem veidiem, kā sazināties ar klientu atbalstu. To izmanto klienti, kuri, iespējams, nav tehniski tik pieredzējuši vai vienkārši dod priekšroku sarunai (cilvēciskam kontaktam).
If you would like to learn more, read LiveAgent – Phone.
Social Media (SoMe)
Facebook, Instagram un Twitter. Tās ir tikai dažas platformas, kur klienti mijiedarbojas savā starpā. Turklāt viņi sadarbojas arī ar savu zīmolu/kompāniju. Atbildes uz klientu jautājumiem vai palīdzība klientiem, izmantojot sociālos medijus, mūsdienās ir ļoti svarīga katra klienta atbalsta sastāvdaļa. Klientu apkalpošanas programmatūra, piemēram, LiveAgent, var palīdzēt pārvaldīt sociālo mediju pieprasījumus no vienotas saskarnes. Tādējādi ir iespējams efektīvi atbildēt un sadarboties ar dažādiem klientiem.
If you would like to learn more, read LiveAgent – Social Media.
Klientu portāls/Pašapkalpošanās
Ir svarīgi, lai klientu portāls/pašapkalpošanās darbotos 24/7 kā uzņēmuma turpinājums. Tādēļ, lai gan jūsu klientu aģenti nav pieejami, jūsu klienti joprojām saņem nepieciešamo atbalstu. Tas var notikt, izmantojot zināšanu bāzes rakstus, kas sniedz; pamācības, informāciju par produktu, video un daudz ko citu.
If you would like to learn more, read LiveAgent – Knowledge Base.
What is customer support software?
Customer service software, such as LiveAgent creates an optimal workflow for your customer agents that make them more efficient and effective at the same time. The ability that stands out the most is that a customer representative does not have to switch between interfaces while working. Thus, being able to resolve a customer inquiry from all kinds of channels from one place.
One important help desk feature that allows businesses to manage customer support requests is a customer support ticketing solution. It is a type of software that automatically turns every customer request into a ticket which can be then assigned to the appropriate agent or department.
All of the above-mentioned channels are included in LiveAgent.
Citas LiveAgent funkcijas:
- CRM
- Canned messages/ Predefined messages
- Merge tickets/inquiries
- Rules/SLAs
- Analytics overview
- Video chat with customers and colleagues too
If you would like to learn more, read about all LiveAgent – Features here.
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Frequently Asked Questions
How to define customer support?
Customer service is a range of services offered by an organization to help customers with their problems with your product or services and to support them in getting the most out of using your product. It includes answering customer questions and helping with problem solving.
What are the principles of customer support?
The key to good customer service is, above all, building lasting, good relationships with customers. For this to happen, the customer service team needs to know what customers think is good customer service, stay up to date with customer feedback that helps improve customer service, and look for ways to improve customer service and exceed customer expectations.
What tools to use to provide the best customer support?
In order to provide the best customer service, it is good to use several tools and communication channels that allow for comprehensive service. It is worth engaging in communication using communicators in social media, e-mail, text messages. In addition to these traditional forms, it is worth building communities in groups on social media or online forums, where clients can contact each other and chat with experts. Live chat is an important tool that allows you to chat in real time when a customer needs quick help. Customer service is also improved by a responsive and intuitive mobile application. In addition, the customer service team should have an appropriate system from which they will be able to manage all channels.
Esiet ciešā kontaktā ar saviem klientiem
Sāc veidot labāku saskarsmi ar saviem klientiem jau tagad. Esi uzdevumu augstumos ar visām klientu prasībām un uzlabo klientu pieredzi visos līmeņos.
Sociālo mediju klientu apkalpošanas sagataves
Gatavas sociālo mediju klientu apkalpošanas sagataves, kuras var pielāgot, personalizēt un izmantot ikreiz, kad klienti vēršas pēc atbalsta pie sociālajiem medijiem.
Iepazīstieties ar mūsu klientu apkalpošanas supervaroņiem
LiveAgent piedāvā klientu apkalpošanas programmatūru, VoIP tālruņa sistēmas, pašapkalpošanās programmatūru un citas funkcijas. Arī atbalsta portāls, datu migrācija un uzņēmuma informācija ir pieejama. Darba laiki klientu apkalpošanas vadītājiem ir norādīti.