If you think customer service is basic, you have some catching up to do. Businesses have long gotten the memo that offering the best products isn’t sufficient to dominate the market.
According to a Gartner Report, 89% of businesses are competing on the basis of customer experience. The prerogative of determining business champions lies with the consumers. And how they are treated plays a huge role in their judgment.
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Leverage customer support tools
There comes a time when you need to lay all the cards on the table to forge ahead. Providing excellent service customers desire isn’t something you can do all by yourself.
Did you say you have a competent support team?
Well, there’s only so many humans can do by themselves. If your support desk is a busy one, chances are that your agents are overwhelmed. They probably haven’t told you so because they are trying to protect their job. If you always have a long queue of customers to attend to, that’s a red flag.
Customers hate waiting in line. The longer you make them wait, the more reasons they find to move on to an organization that won’t neglect them.
Simply put: You need to get help ASAP. Otherwise, your customers will leave one after the other. In no time, your support agents will be short of customers to attend to. That’s a sign your business is packing up.
Using an effective tool like Aquire in customer service creates a seamless process that’s mutually beneficial to both you and your customers.
What’s Acquire?
Acquire is the friend every business needs to thrive. It empowers businesses to succeed by providing tools to enhance their inputs. The multi-channel help desk smoothens the customer support process by taking out clogs in the system. It caters to the needs of the digital workplace by defiling geographical boundaries in customer support.
Some of its tools include the following:
1. Live Chat
Live Chat has grown in popularity over the years. It’s on almost every website you visit. According to research, 63% of customers don’t mind returning to a website that offers Live Chat. With returning customers spending 67% more than new ones, you are already missing out by not having the software.
But how effective are these Live Chat applications?
Installing Live Chat on your website doesn’t cut it. It’s as good as absent if it doesn’t have key features that enhance the customer experience. Acquire Live Chat offers the following:
- Proactive action: You don’t have to wait for the customer to reach out. As they navigate your site, you need to ask them if they need help with anything.
- Mobile optimization: We live in a mobile society. The majority of people visit your site on mobile. Give them a good mobile support experience.
- Chat monitoring: Your support agents are underperforming if they aren’t resolving customers’ queries accurately. Keep a tab of their performance through monitoring.
- Visitors tracking: Offering a personalized experience is the bane of modern customer service. It gives you insights into visitors’ online behavior.
2. Co-browsing
Live chat makes customer service easy. Cobrowse makes it easier. How? Being stranded largely contributes to the 75.6% cart abandonment rate in e-commerce reported by SaleCycle. Rather than stress themselves over it, a customer simply uses the door. If you could resolve the challenge they are facing, without them lifting a finger, don’t you think they’d complete their order?
Co-browsing allows the support agent to share the same screen with the customer. From your end, you can see the customer’s webpage. Equipped with the skill to proffer a solution, you fix the issue right on the spot. Customer support doesn’t get better than that.
3. Chatbot
You have to give your support team some credit for the work they do. With so much on their hands, they may not respond as fast as customers expect. Help them make the job easier by adopting the artificial intelligence technology chatbot in your customer service.
Harvard Business Review reports that it costs businesses between 5 to 25 times more expenses to acquire a new customer than retain an existing one. Don’t neglect the ones you have. While support agents are preoccupied, rather than leave customers hanging, the chatbot receives and interprets their queries.
4. Video and voice calls
According to a study by McKinsey, customer’s perception of how they are treated determines 70% of their buying decision. Good customer service boils down to effective communication. If the information customers need can be passed across effective and timely, they’d have no reason to complain.
With Acquire video and voice calls, you get to communicate with your customers on two different levels.
5. Knowledge-base Software
According to Forrester Research, Customers prefer knowledge bases over all other self-service channels.
Acquire’s knowledge-base software and conversational AI chatbot is a power-packed combination. While the chatbot is actively understanding and replying to your customers, it can also share your branded written resources like how-to articles, use-cases, blogs, etc.
A knowledge-base software will help your agents establish trust with your prospects and customers massively. This is because people tend to believe more in the written word than what’s being said to them.
6. Shared Inbox
Shared Inbox is another most potent tool of Acquire.
Shared Inbox allows your sales agent or support staff to have a look at the conversation made by their peers. It also allows them to view all of them from one centralized interface.
Emails, social media chat messages, live chat or chatbot conversations, you name it — and you will find all of them in one place.
This massively increases the efficiency of your customer experience teams.
More importantly, a shared Inbox helps your customer support team to offer an omnichannel customer experience.
Which is foundational for growth. According to research by Google,
98% of Americans switch between devices on the same day.
Getting started
Signing up to Acquire is very easy. In a bid to encourage organizations to enhance their customer service, it offers a 14-day free trial to give them an experience of the value it provides. You don’t have to worry about credit card details to enjoy the trial; it isn’t required. By the end of the trial, you’d be the one looking to insert your card details to subscribe.
Pricing
The majority of users who signed up for the free trial period get to this point.
Committed to helping them grow their business, Acquire offers competitive pricing.
Acquire’s pricing plans are segregated into three categories, namely:
- Team Plan: $90/user/month
- Professional Plan: $120/user/month
- Enterprise Plan: Subject to discussion
1. Team Plan: $90/user/month
Ideal for: Small teams and start-ups wanting to engage with customers and prospects across their digital channels.
Includes:
- Chat
- Cobrowse
- Video
- Voice
- Unified Agent Workspace
- Custom Notifications & Chat Rules
- Multilingual Support
- Conversation Routing
- 50+ Out-of-the-Box Reports
2. Professional Plan: $120/user/month
Ideal for: Big and medium-sized enterprises looking for an efficient, centralized system for all digital interactions with their prospects and customers.
Includes:
- All Team plan features
- Sequence & AI Chatbots
- AI Auto Suggestion
- SLAs & Queue Prioritization
- Advanced Routing
- Agent Performance Insights
- Knowledge Base
- Real-time Dashboards
3. Enterprise Plan: Customizable as per need
Ideal for: Large enterprises looking for a solution that plugs into their tech stack to lead for the future.
Includes:
- All features of Professional PlanÂ
- Advanced Queuing
- Audit Logging
- Custom Roles & Permissions
- Business Workflows
- Sentiment Analysis
- Custom Reporting
- Dedicated Account Manager
- Dedicated Server Environment
- SSO
- 50+ Out-of-the-Box Reports
Conclusion
Successful businesses have one thing in common – satisfied customers. Excellent customer service has a ripple effect. A satisfied customer spreads the word about your business, bringing more customers to you. This, in turn, leads to more profit for your organization. With more profit, you can increase the salaries and benefits of your employees. At the end of the day, everyone is happy.