Now that’s all well and good for a big company, or even for a small business. But what if you are a single person business, or a solopreneur? You can’t afford to spend the entire day on customer service, can you? You have to wear a number of hats: manage sales, marketing, operations, invoicing and training.
Where’s the time?
Thankfully, there are a number of ways for a solopreneur to provide a level of customer service that matches, or even beats that provided by the big boys. Thanks to social media and cloud services there are a number of services (both free and paid) that can take a lot of load off your shoulders and make you lot more productive and efficient.
Let’s dive in. (more…)
A knowledge base is not merely something that’s nice to have if you offer software products and services.
It’s as crucial as pushing regular updates, incorporating newer features and ensuring that you have solid uptime if you are operating in a cloud based environment.
Knowledge base is not the same as a help document or a manual. A good knowledge base functions more like a wiki in that it can be regularly updated by multiple contributors and its contents accurately reflect the needs and concerns of users.
A good knowledge base is a living, breathing thing.
So how do you, a software company with hundreds or thousands of users go about building one that is actually useful?
Wanna know the biggest problem e-commerce sites are dueling with?
It’s not inventory, shipping or logistics. It’s shopping cart abandonment (65.23% rate!).
Let’s imagine that right now, at this very moment, a woman named Linda is browsing for T shirts on your site.
Linda sees several T-shirts that she likes and finally settles on three . The items have been added to the card but she suddenly gets cold feet at the checkout page. She has a number of questions, and there’s no quick way to get answers.
What if the colors on the screen and the color in real life look different? Would she have to jump through hoops to return it?
What are the shipping charges?
What are the guarantees? And why are there no customer reviews?
Normally, in a brick and mortar store Linda can get answers immediately. But in this context, and especially if Linda is a first time buyer and not very tech savvy she might simply abandon the cart.
And not only would you lose the sale, but you will also forfeit the marketing costs that brought Linda over in the first place. (more…)
Offering a live chat option on your website is a great start at being more responsive to your market’s needs.
But if you have decent traffic and your agents process one chat request at a time, you would have to expand your customer service exponentially to offer a good user experience.
A smarter option would be to train your agents to multitask effectively, and offer them the required tools and resources to get the job done in a fraction of the time.
Now, your agents might be used to chatting with 7 friends everyday but with customers, it’s a whole different game. For example, mistakes like unprofessional language, typing in different windows and not knowing answers or appearing clueless can cost you sales.
Keep an eye on these points if you want to provide an awesome live chat experience with a lean workforce.
You might have been hearing a lot of talk about how a well written FAQ can be a powerful customer service asset. And it is true- customers and prospects really do appreciate a well written FAQ section.
If you are using a solution like our Ticket System or our Chat System you already have a list of questions that are frequently asked. That is one part of the job, but it’s not the most important part.
The trick is to write your FAQ in such a way that it’s useful, can sustain reader interest and does not leave them with more questions than they started with.
Additionally, to automate large parts of the workflow, organize and update it regularly and save time you can use solutions like our Knowledge Base. This system is a great resource, especially when you will need to maintain a massive knowledge base.
So here are some guidelines for writing great FAQs
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