24/7 customer support Archives - Page 6 of 39

October 30, 2024

Incredible benefits of IVR technology: I

As mentioned earlier IVR technology refers to an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. IVR is a simple and efficacious system that will significantly reduce costs and increase efficiency within any company. It has to offer a number of benefits to the organizations employing it. Some of those benefits have been listed below:

1. It helps attain valuable information about your customers:

IVR technology helps collect information about customer’s needs and transfer calls to the most appropriate agent or department depending on their IVR input. Making use of technology to direct calls, reduces the probability of the caller being transferred to the wrong agent or department, hence, increasing the efficacy of the entire system.

2. It aids in an increased productivity:

Directing callers to the perfect department or agent to address their issues exempts the wastage of time. It also means that there won’t be any sort of confusion in finding the right answer or transferring the caller around for a query resolution. Thus, it would lead to more problems being solved in lesser time.

3. It has a provision for personalized greetings:

IVR technology allows you to record any sort of personalized greeting you want, and include the appropriate prompts to transfer callers to the corresponding department.

4. It exempts any sort of errors:

Since an IVR system does not require a receptionist for answering your calls, so, there is no chance that in the hundreds of calls received daily, a couple of them will wind up in the wrong place. Error exemption is yet another benefit provided by an IVR auto attendant.

5. It allows the usage of pre- recorded messages:

Its not always preferable to use your own voice on the IVR. In such cases, you can use pre-recorded IVR messages to make your task easier.

October 30, 2024

Tips to reduce average handle time: III

1. Encourage agents to provide top- notch service:

Average handle time boosts up in cases where many customers are waiting on hold. Reasons responsible may be that agents get exhausted handling call after call and hence, slow down. This leads to customers’ dissatisfaction and hence frustration. Therefore, it needs to be dealt appropriately. One of the most efficacious method of doing so is to encourage agents to take breaks between calls and get refreshed from time to time.

2. Leverage call control:

Call control is a skill and can be taught to the customer support agents through specialized training. The nature of calls being received at a call center is heterogeneous. In other words, the content of a call may vary from customer to customer such that, while some might come straight to the point, others might go into irrelevant details before they come to the reason for their call. Therefore, it is extremely important for agents to remain focused and encourage customers to get back to the real point. Call control is a skill and can be taught and trained.

3. Make the most out of experienced customer reps:

As a matter of fact, nothing can beat the real, on-ground experience. Therefore, processes should be established leveraging the inputs of the most experienced customer service agents. Valuable experience can actually let the newbies know about the popular shortcuts and workarounds to achieve a target. On the other hand, managers should identify those agents who have a low AHT and discover what tactics they employ. Thereafter, these agents should be held as role models and be encouraged to share practical tips with others so as to improve their efficacy as well.

4. Access AHT data carefully:

As mentioned earlier, the nature of calls being received at a call center is heterogeneous. A variety of calls can be encountered there like some deal with billing while others may be related to accounts or general queries. As a matter of fact, AHT for all these are different, and thus an agent’s performance should take into consideration the nature of call handled by him or her. Therefore, the result for AHT should be analyzed accordingly. Similarly, if the marketing strategies or management decisions change, the impact should be calculated accordingly.

October 30, 2024

Tips to reduce average handle time: II

1. Inculcate short and pleasant customer greetings:

Visitors love being treated appropriately. Therefore, opening and closing greetings are critical to create a positive customer experience and also help in reducing average handle time. Whether automated or manual, it needs to be ensured that such greetings are short and pleasant. Instead of asking unnecessary questions, relevant questions should be asked such as “Hello Mr. ABC, how may I help you?”. Apart from reducing the average handle time, this would also instigate the customer to come directly to the point. Moreover, he/ she would definitely get impressed with the brand’s friendly attitude. Conversations can also be personalized by keeping the customer’s data up-to-date.

2. Ensure system efficiency:

Call center managers must ensure the system’s efficiency. In other words, every aspect of the system should be efficacious including the load time, number of window tabs that could be opened at one time etc. This is crucial because when system response time is slow, agents wait longer for their computer screens to refresh which adds unnecessary minutes to the overall call. Therefore, managers can take note of their system efficiency during the busiest hours of operation in order to employ strategies to reduce AHT. Moreover, the telephone lines should be up and running, with 100% voice clarity and multiple menu options such as mute/un-mute, record, etc.

3. Leverage knowledge repository:

The call center agents should be provided with necessary knowledge base so that they can quickly identify the relevant answers to some tough queries. Such that instead of thinking about the tough questions asked by the customers, the agents can quickly check the knowledge base to find the right answer, hence reducing the average hold time and eliminating customers’ dissatisfaction.

4. Make use of self service technologies:

Self service technologies such as the IVR technology helps in improving the efficiency of the customer support system. IVR collects basic customer information, presents answers to common queries such as address, hours of operations, and routes the calls to the right agent, which saves a considerable amount of time. Therefore, you need to make sure that your call center is equipped with an efficient call center software with features such as ACD, intelligent IVR system and skill-based routing. These self service technologies reduce the workload of the agents to a large extent.

October 30, 2024

Tips to reduce average handle time: I

Average Handle Time (AHT) refers to a call center metric that calculates the average duration of contact between a customer and an agent. This includes both hold time and talk time.

The formula for calculating AHT is:

Average Handling Time = (Total talk time + Total hold time + Total wrap-up time) /Number of calls handled

A low AHT indicates a good performance, while a high AHT signifies that the call handling technique needs improvement. Here are some effective tips that help reduce the average handle time to a large extent:

1. Set up regular training sessions for customer support agents:

Customer support agents should have a thorough understanding of the company’s products and services so that they are able to contribute towards conversions and also resolve queries instantly. Agents should be trained at frequent intervals in order to help them reduce AHT. This training should include educating them about the usage of the contact center software and tools such as CRM and chat to ensure that the call is answered in the lowest time possible leaving the customer satisfied. Moreover the agents should also know whom to contact in case of any doubt and from where to extract any relevant information.

2. Record all inbound and outbound calls:

Recording every inbound and outbound call makes it easier to assess the productivity of an agent and other issues that might affect his or her output. This can also be helpful in case managers are not able to review calls in real time such that they can always refer to the recorded version and get the desired insights. Moreover these calls can be leveraged to train the customer support agents and improve their performance. Making them listen to some of the good examples of calls wherein the customer’s problem was resolved and the handling time was less can help them learn valuable tactics for reducing AHT.

3. Tailor agents’ workflow and processes:

Tailoring agents’ workflow and productivity can help optimize their productivity. Managers should work hard to spot inefficiencies and work out strategies to eliminate them thereafter. One of the best method of doing this is automating all their manual tasks so as to minimize their busy time and hence reduce AHT.

October 29, 2024

Tips for reducing average handle time: I

Average handle time (AHT) refers to a call center metric that calculates the average duration of contact between a customer and an agent. It includes both hold time and talk time.

The formula for calculating AHT is:

Average Handling Time = (Total Talk Time + Total Hold Time + Total Wrap-up Time) /Number of Calls Handled

Therefore, a low AHT indicates good performance, while a high AHT signifies that call handling technique needs improvement. Here are some tips that can be considered in order to reduca the average handle time:

1. Set up regular training sessions for customer support agents:

Customer support agents should have a thorough knowledge of company’s products and services so that they are able to contribute efficiently towards conversions and are also able to resolve customers’ queries at the earliest. They should be trained at frequent intervals in order to help them reduce AHT. All the agents should be aware about the usage of the contact center software and tools such as CRM and chat to ensure that the call is answered in the lowest time possible leaving the customer satisfied. They should also know whom to contact in case of any doubt and from where to extract any relevant information.

2. Record all inbound and outbound calls:

Recording every inbound and outbound call makes it easier to assess the productivity of an agent and other issues that might affect his or her output. Moreover in cases where managers are not able to review calls in real time, they can always refer to the recorded version and get the desired insights. Apart from this, coaching the customer support agents with the help of call recordings is the best way to improve their performance. Making them listen good examples of calls wherein the customer’s problem was resolved and the handling time was less can help them learn the valuable tactics of reducing call handling time.

3. Automate agents’ manual tasks:

One of the best strategy to reduce AHT is tailoring agent’s workflow and processes in order to optimize their productivity. For this purpose managers should work hard so that inefficiencies can be spotted and eliminated thereafter. AHT can also be reduced by automating all their manual tasks which would minimize their busy time to a great extent.

October 29, 2024

Benefits of co- browse technology: III

1. Increased grade of customer engagement:

An increased grade of customer engagement is one more benefit offered by co- browse technology. Co-browsing teaches customers how to do things rapidly and effectively. Moreover, proactive invitations to shop together drive customer engagement, giving agents the ability to make offers, answer questions, and provide the help needed to close more sales as actively engaged customers convert. Co-browsing feature is of potential use to serve the customers that aren’t tech savvy.

2. Boosted e-commerce sales:

Co- browsing is not just meant for instant query resolution or instant guidance through the purchase process. In fact, agents engaged in a co-shopping session can be trained to up-sell, cross-sell, and encourage opt-in for future sales opportunities. These offers may include joining a mailing list, connecting on social media, subscribing newsletters and more.

3. Identify the weak points and help in customer service improvement:

Co-browsing can actually be used to monitor or keep a track of customer queries through screen shots of issues. These screen shots can be used for knowledge base, training, or bug fixes. It helps companies maintain real-time visibility into the customer experience and further assist in improving the customer service.

4. Enhanced buyer experience:

According to a study conducted by Forester, co-browsing has the highest customer satisfaction ratings of any customer support tool. The study shows that live-assist communication channels like phone, chat, co-browse have much higher satisfaction ratings than asynchronous electronic channels such as email, web self-service. Satisfaction ratings as stated by the above mentioned study are as follows: phone (74%), chat (69%), co-browse (78%), email (54%), and web self-service (47%). Thus, the study clearly proves that with co-browsing the customer achieves another level of customer service. Many a times it is seen that the customers ask the agent to co-browse because they understand that co-browsing will easily resolve the issue that too faster.

October 29, 2024

Benefits of co- browse technology: II

1. Long term adoption of self service tools:

Showing customers how to utilize self service tools leads to the long term adoption of self service tools which is yet another benefit of co- browsing. It is extremely beneficial when:

i) a company is launching new online tools or updating existing tools or procedures

ii) when specific customer segments are having trouble using online tools

iii) when white-glove service can be provided to top-tier customers.

2. Differential customer service experience:

These days customers ask to co-browse when they contact an agent because they know co-browsing allows them to get help instantly and conveniently. In other words, co- browsing creates a differentiated customer service experience. This exempts the risk of losing customers and results in returning customers. Hence it improves your business performance.

3. Customer service agent satisfaction:

There is a possibility of agents being frustrated when customers articulate issues and agents are required to verbally direct the customer to perform actions online. Thus, providing the agents with technologies such as co- browsing reduces this frustration and leads to an increased efficiency of customer support. Moreover, agents appreciate being given the tools they need to be more efficient and productive so they are able to meet their performance goals.

5. Reduced call handling time and improved efficiency of customer support system:

Co-browse technology helps in the reduction of call handling time. As a matter of fact, the less call-handling time agents will take, the more level of customer service they will provide. Thus, co- browsing promotes efficiency by enabling agents to handle issues more quickly and accurately. It can also be used as a real-time live training tool to help on board new agents and familiarize them with the customer experience quickly and efficaciously. The customers also get satisfied as they get faster resolution and the agents save their time.

October 29, 2024

Benefits of co- browse technology: I

By now all of you are quite familiar with co- browse technology. Apart from being a great tool for the success of a website, it offers a number of benefits to the companies and sites inculcating this technology. Some of those benefits have been mentioned below:

1. It improves support accuracy:

Co- browse technology helps to improve support accuracy by seeing exactly what the customer is seeing. Through screen sharing you can actually see what steps he is taking, what errors he is getting, reasons responsible for that error and more. Co- browsing helps ensure complete resolution as you’ll be solving the issue together with your customer.

2. Higher conversion rate:

Co-browsing lets the agents have a look at the customer’s browser tab to guide them through your website and support them with the buying process. Resolving purchase related queries during this process helps clarify their purchasing decision which results in higher conversion rates and thus higher revenue per call.

3. Increased customer contentment:

The attention span of visitors is very short and so is their patience level when they are online. So, they appreciate being helped quickly and efficiently, and having their issues resolved instantly. Most communications channels available show that customers demand fast fixes for their problems. Co- browsing is one such technology that can be used to provide quick fixes to customers’ problems. Companies can successfully meet their customers’ expectations by using such services that provide fast customer service.

4. Reduction in call handling time:

Another advantage or benefit that co- browsing offers is the reduction in call-handling time. This further increases agent utilization and reduces costs. Co- browsing involves sharing screen space online and being able to have a look at the customer’s screen which results in more involved and motivated agents. In other words, this technology actually helps to shave off all the time spent articulating what is on the screen, what the customer did previously, and what the customer should do next as it makes chats and calls more efficacious.

October 29, 2024

All you need to know about co- browsing

Co-browsing, in context of web browsing refers to joint navigation through the world wide web by two/ more people accessing the same web pages at same time. Complete co-browsing supports automatic synchronization of the browsers’ state and content, including frames, portlets, or even content of the form fields and controls. Various tools are employed for this purpose some of which can even identify complex media objects such as audio and video players and offer capability of synchronous playback with start/pause/stop functionality.

Co browsing is a short form of collaborative browsing. It is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer’s web browser to show them something. In case of a B2B scenario, it can actually be used ease out the complex purchasing process for the customers. For instance, a B2B customer facing difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages by sharing screen on the desktop or whatever device is being used. Collaborative browsing may include e-mail, fax, regular telephone, and internet phone contact as part of an interaction.

Co-browsing has so far evolved to support a full user web experience. It has come up as a great tool for customer service and support teams. You need to keep the following points in your mind while considering a co- browsing solution for your business:

i) co-browsing solutions must be offered in a seamless manner irrespective of the communication channel the customer initiates the conversation from.

ii) solutions that cannot share critical information that exists outside of the browser will inhibit the experience your customers expect.

iii) co-browsing technology that mandates tagging each and every page that a customer may want to share may be a technical challenge and, in many cases, not feasible.

iv) co-browse solutions that share a browser experience may help with simple web page based content but are not capable of extending to view the rich content on every web page, so make sure that all viewers are seeing the same and synchronized content

October 29, 2024

Your guide to omnichannel customer service

Omnichannel refers to a cross-channel business model that companies employ to increase customer experience and improve the quality of customer service. This approach has verticals in healthcare, government, financial services, retail and telecommunications industries, including channels such as physical locations, FAQ webpages, social media, live web chats, mobile applications and telephone communication. Companies that utilize omnichannel contend that a customer values the ability to be in constant contact with a company through multiple avenues at the same time.

Previously customers expected to receive service from an organization on the channel of their choice. Thus companies employed multi-channel customer service technique which made use of voice, email, SMS/text, web, mobile or social media. Omnichannel customer service takes the multi-channel customer service to the next level as with an omnichannel solution that integrates channels to provide a consistent customer experience.

Multichannel customer service — Multi-channel customer service

As far as the customers are concerned, channel is the least important matter of concern for them. What’s important for them is finding an answer to their question or a solution to their problem. For this purpose they may reach out via voice, mobile website or over a social media channel like Twitter. In today’s era, as more consumers adopt mobile devices, the lines between channels tend to blur. As a result, customer expectations for the convenience of starting a conversation in one channel and then continuing in another, become even higher.

Omnichannel self-service is a solution to such high end expectations of the customers. It empowers the customer to initiate an activity in one channel, and seamlessly transition to another such that a conversation that begins on Twitter can be continued via text message or phone call with all of the relevant context preserved across channels. Omni-channel solutions don’t require implementing every possible channel and it also ensures the service level, responsiveness, and quality of service received on individual channels and across channels would be exceptionally high.

October 28, 2024

Strategies for generating B2B leads online: II

1. Content Marketing:

Content marketing refers to the marketing focused on creating, publishing and distributing content to online targeted audience.It is a crucial element for B2B lead generation. It is often used by businesses in order to attract attention, generate leads, expand their customer base, generate online sales, increase brand awareness or engage an online community of users. While pursuing content marketing, the main focus of the businesses should be the needs of the prospect or customer.

Once a business has identified the customer’s need, information can be presented in a variety of formats, including news, video,white papers, e-books, infographics, email newsletters, case studies, podcasts, how-to guides, question and answer articles, photos, blogs, etc. The appropriate type of content for any business will depend on the business’ goals and target customer.

2. Search engine marketing:

Search engine marketing includes both paid search results (using tools like Google Adwords or Bing Ads, formerly known as Microsoft ad-center) and organic search results (SEO) and plays a crucial rule in B2B lead generation. It includes the following steps:

Keyword research and analysis: It involves ensuring the site can be indexed in the search engines, finding the most relevant and popular keywords for the site and its products, and using those keywords on the site in a way that will generate and convert traffic.
Website saturation and popularity: It means how much presence a website has on search engines, can be analyzed through the number of pages of the site that are indexed by search engines (saturation) and how many back links the site has (popularity).
Back end tools: These include Web analytic tools and HTML validators which provide data on a website and its visitors and allow the success of a website to be measured.
Whois tools: They reveal the owners of various websites and can provide valuable information relating to copyright and trademark issues.
Google Mobile-Friendly Website Checker: This test will analyze a URL and report if the page has a mobile-friendly design.

October 28, 2024

Strategies for generating B2B leads online: I

In the previous post we talked about B2B lead generation and its components. Now let’s take a look at the strategies that can be employed to generate leads online:

1.Email marketing:

It refers to sending a commercial message to a group of people (typically potential or current customers), using email. It basically inculcates the use of email to send advertisements, request business, or solicit sales or donations, and is meant to build loyalty, trust, or brand awareness. Email marketing can be carried out using:

Transactional emails: These emails are usually triggered based on a customer’s action with a company. To be qualified as transactional or relationship messages, these communications’ primary purpose must be to confirm a commercial transaction that the recipient has previously agreed to enter into with the sender, along with a few other narrow definitions of transactional messaging.

Direct email: It involves sending an email solely to communicate a promotional message (for example, an announcement of a special offer or a catalog of products).

Mobile email marketing: It develops large amounts of traffic through smartphones and tablets.

2. Social marketing:

This type of marketing involves leveraging social media to generate leads online. Businesses can use it to generate and nurture millions of dollars worth of leads. As a matter of fact, one of the most obvious ways to generate B2B leads from social media is using LinkedIn. Since social media is an integral part of content marketing, and to some extent, search marketing, so, your blogging or info graphics can be extremely successful if you are active on social media platforms.

In order to integrate social networks into their marketing strategies, companies have to develop a marketing model. One such model includes the following steps:

Selection of the correct social networks to use
Setting out a financial plan for hiring social media brand managers or consultants
Designing organizational structures to manage the social network in the companies’ market
Selection of target markets
Selection of the products, services, brands or company messages that you plan to promote
Performance measures for the social media strategy such as evaluation, data analytics, etc.

October 28, 2024

Top factors that cause cart abandonment: II

1. Costly products:

Extremely high cost of products is also a reason for cart abandonment. If your products are costly, people will not buy them. In other words, if you are driving up the prices, the users may look elsewhere or consider buying it for less elsewhere.

2. Discount coupons

Discount coupons may not always lead to sales because when a website has discount coupons or promotional offers, the users go in search of the coupon code and come back only if they find one.

3. Forced registration:

It is true that the more information you have about a client, the better you can market and deliver your products to them. moreover, registered users are more likely to visit the site again and develop loyalty. However, many commerce stores try to get this information through a forced registration. Not all are willing to register, so, the sites that do not allow the users to buy goods as guest visitors see a high rate of shopping cart abandonment.

4. High or late listed shipping prices:

In today’s era, people buy online so that they can get the goods delivered at their doorstep and also get a discount at the same time. But high shipping costs increase the price and may even drive the customers away. In many cases, websites try and get the customers interested in a product and once they have placed a product in the shopping cart, they cleverly add the shipping cost to the total cost.

5. Complex checkout process and lack of payment options:

As a matter of fact, the checkout process is required to be as simple, smooth and quick as possible. Making a user fill out too many forms will make him/ her abandon the cart and leave. On the other hand, there are customers who want to buy products but are forced to abandon the carts because the e-commerce website doesn’t make provisions for their convenient method of payment.

October 27, 2024

Tips to increase conversion rate: II

1. Provide transparency:

Today’s consumers know when you’re being transparent and when you’re covering up for a defect with colorful or manipulative language. So, if you wish to increase your conversion rate, instead of trying to sugar coat things to sell your product, be straightforward about it. Mention precise, honest bullet points about the uniqueness and advantages of your product. The more honest and upfront you are, the better the transparency that you provide to your customers and higher the level of their trust in you.

2. Develop trust:

Once you provide transparency to your customers you have already developed some amount trust in your customers. Another means of increasing website credibility is by providing third-party support which includes citations, testimonials, articles in well-known publications, source material etc for the information you present, especially if you link to this evidence. This is a way of showing confidence in your material. Further listing a physical address, posting a photo of your offices or listing a membership with the chamber of commerce, making your contact information clear are some other techniques of increasing website credibility. Moreover, you can make your site easy to use by avoiding ads on your site. If you must have ads, clearly distinguish the sponsored content from your own. Also, try to keep your site fast, up and running.

3. Keep it simple and enticing at the same time:

Researchers have proved that sight is the strongest sense, so, instead of writing about your product, include a video or image-based demonstration of what it is and how it works. Visuals always make it easier to sell, so, leverage the power of visuals to increase your sales. But you need to avoid aggressive popup ads, flashing lights, or tons of exclamation points to make a good case for conversion. These things may drive the users away. You need to know that the simpler your design and offers are, the more likely your customers will be willing to convert.

October 26, 2024

Inbound marketing strategies to grow your business: II

1. Email opt-ins:

An email list is an important aspect of inbound marketing and one of the most crucial factors in building a business and growing it thereafter. Opt-in email is a term used when someone is given the option to receive email and is some sort of mailing list, newsletter, or advertising. Without obtaining permission before sending email, the email is spam. Email opt-ins are categorized as:

i) Unconfirmed / single opt-ins:

Someone first gives an email address to the list software, but no steps are taken to confirm that this address belongs to the person submitting it.

ii) Confirmed opt-ins:

A new subscriber asks to be subscribed to the mailing list, but in this type of opt- in steps are taken to confirm that the address provided belongs to the person submitting it.

Opt- ins

2. Personal branding:

Personal branding refers to the practice of people marketing themselves and their careers as brands. Personal branding is essentially the process of establishing a prescribed image or impression in the mind of others about an individual, group, or organization and often involves the application of one’s name to various products. When someone starts a business, it’s virtually impossible to separate oneself from that business. So, a personal brand can actually be used to build that business. Brands such as Tim Ferriss’s and Ramit Sethi’s depend almost exclusively on the power of their personal brand.

Personal branding

3. Free guides and reports:

You can actually create advanced guides and give them away for free. You just need to make sure that the guide is relevant to your business. So, you are required to keep your guide as specific as possible, because you are using it to gain a certain type of visitors such as the ones who will convert to become your customers. These guides can actually be used to showcase your expertise in your work and to provide other marketers with valuable information that can help them in growing their business.

Free guides and reports

October 25, 2024

Inbound marketing strategies to grow your business: I

Inbound marketing refers to the technique of drawing customers to products and services via content marketing, social media marketing and search engine optimization. Inbound marketing provides information, an improved customer experience and builds trust by offering potential customers the valuable information they desire via company sponsored newsletters, blogs, and entries on social media platforms.

We have mentioned a number of inbound marketing strategies to grow your business:

1. Leverage the power of keywords:

In order to rank higher in SERPs you need to identify the most relevant keywords and optimize your content accordingly. This will help you to successfully gain traffic for relevant keywords if you use those keywords on your site. So, you need to focus on keywords, specifically long tail keywords that are important. Having a quality website and content optimized for SEO ensures that Google’s web-crawling technology is able to identify and index your site’s content to have it appear for free to people searching and rank higher in the search results.

2. Social media interaction:

This is an era driven by social media. These days, potential customers find companies, follow those companies, and interact with those companies.Since there are real people behind every like and share, so, in order to connect with those people, you need to ask questions, answer questions, respond to tweets, and be a presence. Each of these social mentions provide an opportunity for your business to interact with the mention, thereby increasing its brand image and its reach into other social networks as well.

3. Use guest blogging:

Guest blogging is a new way to promote your web blog or website. In this strategy you may post your article or blog on others blog by getting their permission. Guest Blogging is used by bloggers to increase traffic for their blog by posting published blog on other blogger’s blog.

October 25, 2024

How to leverage PPC for lead generation: II

1. Ensure relevance between your PPC ad and landing page content:

When online users have queries related to a particular topic or want to know more about a product or service, they search the required information using specific keywords. Also, if your ad is focused on the desired certain keyword or topic, it is expected that your landing page would provide more information about that particular keyword or topic. The users would definitely be turned off if your landing page content talks about everything else except what’s mentioned in your PPC ad. Therefore, your content should be optimized in such a way that it entices landing page visitors to become a lead or a customer.

2. Employ convincing tools to support your ad claims:

For effective lead generation support your PPC advertising campaigns with evidence. This will help you gain the trust of your target audience. You may employ convincing tools such as customer testimonial, slideshows, white papers, and eBooks. these tools could support your claim as a reputable product or service. You can also feature prominently trusted seals from organizations or agencies that will increase your credibility, gain your targeted audiences’ trust, and convert them into long-term customers.

3. Entice your visitors with giveaways:

You may entice your visitors by including rewards and offers that you would give them in exchange for their sign-up information to a blog or newsletter. These giveaways may include webinars, ebooks, videos, presentations and more. Make sure that these rewards and offers are well-designed to give your web visitors something of value that will tempt them to know more about your brand, product or service. Also, it is suggested that you place your offers near your lead generation form, with customized graphics and text that will convince people to make a response to a particular call-to-action.

October 24, 2024

Tips for an effective online chat: II

1. Transfer chat sessions when required:

Since individual agents may have different areas of expertise, so, provide them with a list of other agents and their levels of expertise. This helps in cases where a chat agent is involved in a conversation that has got to do nothing with his current level of expertise. Such that, without much ado, he quickly transfers the chat to another agent ensuring that the customer is aware of the transfer.

2. Make use of typing indicators:

Your live chat software should include typing indicators. It should enable the agents to see a customer’s words as they type, and issue an alert when the customer has hit the “send” button. This feature gives the agents insight to what the customers are thinking as they type and also allows the respective chat agent to respond quickly without making the customer wait for long time periods. The alert should be audible, visible, or both such that it lets the agent know that a customer is awaiting a response.

3. Program targetted pages to raise chat offer:

As a matter of fact, just raising the offer to chat is enough to convey a sense of goodwill. Allow customers to browse on your site for a time before raising the offer to chat. Identify a list of target pages where you want to increase the conversion rate, and program them to automatically raise the chat offer after a period of 30 – 60 seconds such that the customers get enough time to be oriented for the chat.

4. Create a set of professionally designed canned messages:

Customers should be greeted professionally when they arrive within a live chat conversation. Professionally designed canned messages can be employed for this purpose. Carefully worded standardized canned messages can be used to automate parts of the conversation and augment your professional profile in order to greet the customers with courtesy.

5. Employ CRM tool along with online chat:

All your chat agents should have access to customer sales records. Integrating online chat with CRM tool allows them to update the CRM records at the end of a chat session.

October 24, 2024

Tips for an effective online chat: I

These days customers are increasingly using live chat as a communication channel to interact with websites to get instant help in case of any queries. Here are some tips to leverage online chat in order to reassure lead nurturing:

1. Offer a copy of the transcript to the customers:

Customers contact the live chat agents so that their queries are resolved instantly. The whole chat process provides them with valuable information. But, most people don’t record every conversation so this information can get lost or can be rendered futile. So, provide your customers with transcripts at the end of live chat sessions.

2. Include chat button in email campaigns:

This feature allows your customers to provide direct feedback on questions they may have regarding the email they’ve received from you. Emails could be anything from periodic newsletters or follow-ups to individual questions or grievances and embedded chat button along with it provides an ease of instant query resolution.

3. Provide chat agents with previous chat transcripts:

Providing your chat agents with a chat history for returning visitors allows the agents to come up to speed on issues that the customer discussed previously, and to proactively follow up with any questions. This will hasten up the live chat process and customers will appreciate the fact that they don’t have to repeat their previous problems to newly assigned chat agents.

4. Initiate an automatic response:

The only way to guarantee a quick response is to accept all incoming chats immediately. Once a customer initiates a chat session, the system should accept the chat automatically and convince the customer that a chat agent will respond shortly. Pre-canned messages can be used to welcome the customer and let him know that action is taking place immediately.

5. Inculcate pre-chat survey forms:

Pre- chat survey forms allow customers to set the direction of the conversation. They include questions that allow your chat agents the necessary background so they can provide a quick and courteous answer. The pre-chat survey forms also allow you to quickly route the chat session to the agents who are most qualified to handle the respective conversations.

October 24, 2024

Tips to enhance the performance of your support agents: III

1. Arrange weekly meetings:

Arrange regular meetings for knowledge sharing. The basic idea is to discuss and understand the overall experience of your support agents with your clients. Try to understand what obstacles they face while they carry out a live chat with the website visitors, what kind of tricky questions customers may ask and how to resolve their queries. Agents can uncover important techniques of live chat support in this knowledge sharing process. This can aid in improving their overall performance.

2. Club videos with training sessions:

As a matter of fact, humans are visual learners. They tend to learn things more effectively if taught through graphics and videos. You don’t need to spend extra bucks on video tutorials. There are thousands of useful videos available on YouTube which can be utilized for this purpose. This is one of the best customer service training ideas that gives tremendous results.

3. Help them know their actual roles:

Yet another concept of your training should be to help your chat agents understand the actual role they need to play in building customer relationships. Educate them about the lifetime value of a customer as well as the consequences of a bad customer interaction. Let them know how the quality of customer support impacts on sales conversion, customer retention, and brand image. Once the support agents have this basic understanding, they will be more efficient in providing top-notch service.

4. Train them practically:

Practicing something practically helps you learn it better. Team up all of your agents and assign them different chat scenarios. Encourage them to try their best to deal with those given situations. Give them enough time to understand the whole support process, your products/services and most importantly, how to manage the live chat software. These practical sessions are very important to cultivate a capable workforce.

Category: 24/7 customer support

Incredible benefits of IVR technology: I

Tips to reduce average handle time: III

Tips to reduce average handle time: II

Tips to reduce average handle time: I

Tips for reducing average handle time: I

Benefits of co- browse technology: III

Benefits of co- browse technology: II

Benefits of co- browse technology: I

All you need to know about co- browsing

Your guide to omnichannel customer service

Strategies for generating B2B leads online: II

Top factors that cause cart abandonment: II

Tips to increase conversion rate: II

Inbound marketing strategies to grow your business: II

How to leverage PPC for lead generation: II

Tips for an effective online chat: II

Tips for an effective online chat: I

Tips to enhance the performance of your support agents: III

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