![]() That’s where automation platforms like Automate.io come in. The personalization in scenario two will only be possible if you have your customer’s profile and order history readily available in your customer support platform. However, the key to successfully personalize the customer experience lies in making the data available in real-time across all the different apps you use. If you noticed, John got his query resolved in both the scenarios, but if I were to ask which scenario would you rate as pleasant? You would go with scenario 2, wouldn’t you?Ī little personalization goes a long way in improving your customer experience. The agent then responds with the cause of the delay and gives John a new ETA on the order delivery before marking the ticket as resolved. Scenario 2 : As a follow-up to John’s query, the support agent cross-references John’s order history, thanks John for being a long-standing customer, and acknowledges that he hasn’t received the Blue Hooded Jacket yet. ![]() Since John had no other concerns, the agent marks the ticket as resolved. The support agent then responds with the cause of the delay and gives John a new ETA on the order delivery. John goes through his order history, finds the order for the Blue Hooded Jacket, copies the order id, and gives it to the support agent. Scenario 1 : As a follow-up to John’s query, the support agent asks for his order details. ![]() Can you please let me know it’s delivery status?” To know the status of his order, he raises a support ticket with you via chat that says, “Hi guys, I haven’t yet received one of my previous orders. John had recently placed five orders with you, and while he had received the other four orders, one order for a Blue Hooded Jacket, which was expected to arrive five days earlier, had not been delivered yet. Imagine a customer named John, who’s been a loyal customer of your eCommerce store for the last three years. I mean, when your customer interacts with you via any channel: email, chat, call, or social media-you should know about their previous interactions with your company or, more simply put, their digital footprint related to your company. The first step to becoming a customer support rockstar starts with knowing your customers. In this post, we’ll cover the impact of customer support on modern businesses and take a deep-dive into ten best practices every support agent must follow to boost customer happiness and engagement. Want to know how you as a customer support agent can single-handedly ensure your customers have a positive image of your brand? Then read on. The modern-day consumer’s experience with your support team now defines how they perceive your brand, and thanks to social media, it has the power to influence the perception of a million others. It has now become a key component of a brand’s overall customer experience and plays a vital role in differentiating it from the competition.ħ3% of customers fall in love with a brand and remain loyal because of friendly customer service reps, says a report by RightNow. Gone are the days when customer support was just about resolving your customer’s issue.
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