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Tag: customer messaging

4 Tips for Communicating Effectively With Customers Over Live Chat

Posted on Max Fortis

Consumers want answers, and they want them right away. Slow customer service can result in lost opportunities for businesses across all industries. That’s why live chat is more popular among businesses and corporations than ever before. This fast, efficient communication method is a great way to address the questions and concerns of both new and long-standing customers. With the help of a few customer service live chat tips, it’s easy to improve consumer relationships and stay competitive in the industry.

Tips for Effective Live Chat Customer Service Messages

For consumers who have questions while deciding whether to buy a product or service, live chat is a quick and simple solution. With live chat customer service messages, consumers have their questions answered and decide on a course of action within minutes. Like any other part of a customer support strategy, it takes planning and precision to develop a successful live chat program. Here are a few live chat customer service tips that can help you communicate more quickly and effectively.

1. Keep a Conversational Tone

While the tone of a conversation may vary depending on the situation or customer, it’s important to be friendly and conversational. Excessive formal language can translate as boring, while a message filled with errors and too much slang may read as unprofessional. Although the occasional slang or emoji is acceptable in the right context, it’s best to communicate professionally during live messaging.

2. Write Short Messages

Consumers like quick, easy answers. They prefer replies that are short, sweet, and to the point. It’s easy to lose potential leads by offering answers that are too long and complex. Short messages are more digestible and easier to read, which makes them ideal for consumers who are in a hurry to find solutions.

3. Point to Relevant Materials

Additional resources and materials play an important role in allowing businesses to communicate with new customers. These materials can help answer questions, point consumers to other offerings, and even encourage them to buy more products. During live chat, it’s important to find ways to keep the conversation going so the consumer receives the support they need and walks away satisfied with their service. Pointing to relevant materials is a smart way to keep people engaged and asking questions.

4. Focus on Speed

Live chat is different from other types of messaging and communication because it all happens in one sitting. If a representative is too slow to respond, they could lose a lead within minutes. That’s why focusing on speed without sacrificing accuracy and quality is so important. Live chat features such as Quiq Replies offer standardized messages the agent can use with a simple keystroke to respond both quickly and consistently.

Greater speed during live chat can result in more leads, happier customers, and better profits. In some cases, chat bots also keep the conversation going by helping potential leads while representatives are unavailable.

Contact Quiq for More Live Chat Customer Service Tips

Live chat is a powerful strategy that can help any business attract more customers and build better customer loyalty. The key is to keep replies quick, short, and to the point while maintaining a positive tone. For more information about customer service live chat, contact us online today.

How to Improve Your Customer Satisfaction Score (CSAT)

Posted on Cristina Bravo-Olmo

Customer satisfaction has a direct impact on a company’s ability to retain existing customers and attract new ones. The level of satisfaction customers feel is largely defined by the experiences they have with customer service representatives. As a result, companies that succeed must monitor and improve call center and customer service performance continuously.

A customer satisfaction score (CSAT) is an essential metric companies use to determine how customer service teams are performing and how they could do better. This score is generated by asking customers to rate their experiences and provide feedback after interactions. A low overall CSAT score indicates a problem with the current approach to customer service. Even if a team has a high CSAT score, there is usually still room for improvement.

4 Steps to Improve Your CSAT Score

  1. Create a Customer-Focused Work Environment
  2. Conduct Customer Surveys
  3. Make Changes in Response to Customer Feedback
  4. Create Personalized Conversations With Customer Messaging

If you’re wondering how to increase customer service ratings, you are already on the right path. The following tips can help improve CSAT scores at your call center.

1. Create a Customer-Focused Work Environment

One of the best ways to increase customer satisfaction is to ensure agents put the customer first in all interactions. All aspects of workflow and policy should be designed to produce the most positive result for the customer. This includes giving agents the tools they need to serve customers efficiently in the manner they prefer.

To improve CSAT scores, companies should analyze the customer journey and consider how certain strategies may make customers feel. When the whole team places customer needs and expectations at the heart of operations, customer satisfaction goes up, along with sales.

2. Conduct Customer Surveys

Call centers struggle to make meaningful changes to the customer experience when they lack the data to back up their decisions. Unless you ask your customers how you are doing, you’ll never know exactly how they feel.

To make more informed adjustments to policy and show an active interest in your customers’ opinions, consider conducting customer surveys after every conversation. Just remember to keep it short and respect each individual’s decision whether or not to participate, as overly time-consuming surveys can backfire.

3. Make Changes in Response to Customer Feedback

Gathering customer feedback is only the first step toward improving customer satisfaction. Customers want to feel heard, so it’s important to listen to negative feedback and implement solutions designed to address the root cause.

To repair damaged customer relationships and further increase CSAT, consider following-up with customers. When you acknowledge the problem and explain how you are working to fix it, customers will be more willing to trust your customer support team in the future.

4. Create Personalized Conversations With Customer Messaging

While some customers may find phone conversations convenient, others would rather send a message using social media or SMS. People view text messaging as a comfortable, safe, and enjoyable form of communication. As a result, companies have the opportunity to significantly improve the customer experience and increase CSAT scores when they implement a business messaging platform like Quiq.

Our platform allows customer service agents to engage multiple customers in their preferred form of communication. Text conversations allow for more personalization, and rich messaging features enable agents to provide easy, direct, and actionable solutions. Agents can send and receive helpful pictures and videos to streamline the conversation, and they can even process secure transactions.

Get Started by Requesting a Quote

By reducing call volume, messaging systems allow call center employees to work more efficiently and ensure customers receive answers quickly. To find out how Quiq can help improve your company’s CSAT rating, request a demo today.

Rich Messaging: Make Online Shopping A Conversation

Posted on Max Fortis

The term doesn’t refer to communication reserved solely for the elite, but rich messaging does rank highly among the most effective ways to engage customers today. Rich messaging (or Rich Communication Services or RCS) adds personalization, branding, and interactivity to 2-way messaging conversations , which even in its current SMS form, has very high open rates. Let’s cover the uses and benefits of rich messaging and how this service can enhance the customer experience as a whole.

What Is RCS Messaging?

Rich Communication Services messaging is a new way to exchange a text with added functionality. Consider RCS an upgrade to the simple plain-text format that SMS consisted of during the early years of mobile messaging when 160 characters was the limit.

With RCS, it’s possible to:

  • Attach large files and interactive media such as images, videos, digital promotions, and sign-ups
  • Shop and place orders
  • Schedule appointments
  • Complete secure transactions
  • Include option menus, response suggestions, or next steps
  • Leverage device components like a mobile camera to capture augmented reality, or GPS to display store location on a map

It’s expected that RCS will likely surpass SMS in time as the main protocol for messaging services. Right now, the use of rich messaging has risen dramatically in the digital marketplace, particularly in retail, consumer goods, and consumer services.

The two primary providers of these rich communication services are Apple and Google with Apple Business Chat and Google Messages. Businesses getting started will need to work with a Customer Service Platform like Quiq to enable using these communication services with their customers.

How Rich Messaging Drives Conversions

The biggest benefit of RCS for businesses is the ability to send more sophisticated texts for better branding and customer service. The numerous features of RCS give the digital customer experience a personal touch. The organization or the platform itself provides the methods to fine-tune the message for each recipient, and even account for customer data like the customers location or

Additional benefits of rich messaging services include:

  • Convenient product displays: Send carousel galleries or expandable pages for customers to scroll through
  • Direct assistance: Convert questions or complaints into actionable solutions in one conversation
  • Fast, personalized answers: Whether through a chatbot or live agent, customer requests are fulfilled without navigating out of the messaging window
  • Skip directly to the bottom of the buyer funnel: Provide sufficient information to make a sale without customers dialing a number or visiting a store

Improved Satisfaction With Faster Service and Richer Communication

Today, customer satisfaction hinges on timely, accurate, and useful information. RCS is beneficial for times when the full picture matters in the final purchasing decision — like the appearance of home decor — or when busy customer schedules make speedy applications or appointments a necessity.

Altogether, implementing rich messaging makes it more convenient for both businesses and consumers to exchange information. With the ability for businesses to respond in these more modern ways, they are then able to be faster and more tailored in their communications, and these richer experiences make it easy for customers to complete transactions and want to come back for more.

Deploy Rich Messaging in Your B2C Engagement With Quiq

Quiq makes enabling rich messaging as easy as sending a text message as it recognizes and sends the richest form of message possible, whether RCS or SMS, based upon device capabilities. To see the potential for yourself, schedule a live demo today.

See a Demo Today