Nobody likes heading to customer support when they have a problem. However, it is a very necessary part of your website and it will always make your customers feel a little safer when they visit. Here are 5 key features you should make sure your customer support system always has.
Live Chat Support
Live chat is one of the best ways to allow your customers to get in touch with you. It allows for a problem to be fixed in real-time and can put many people at ease to get their issues fixed in this way. Take the examples of casinos. They need to be able to handle people’s complaints quickly and easily so people can return to playing games in the knowledge that their accounts are safe. You can find a great example of customer support here at casino.netbet.co.uk, as there is an entire help centre which is always ready to answer your queries and questions.
Before a customer contacts you with their claim, you should direct them towards a set of FAQs, or Frequently Asked Questions. These are what they say on the tin; questions which you think they are most likely going to want answers to. Setting up FAQs allows your customers to feel a sense of achievement as they solve their problems themselves and frees up your time to focus on more pressing matters.
When setting up the support network for your side of communication, one feature you should always include is inbuilt ticketing. Whenever a customer lodges a query, your system will assign them a place in the queue for jobs. This might be as simple as working through them in chronological order or it might involve a more sophisticated system which assigns an order based on the severity of the issue logged.
Not every customer enjoys using live chat, going through the FAQ, or the process of inbuilt ticketing, so it is important that you offer other methods like AI-powered chats (which can be achieved using customer service automation software) too. Besides this, it could also be a good idea to include a phone number and an email where customers can get in touch. Make sure you state any hours of operation with the phone number, just as you would with the live chat and also ensure that you give an approximate time frame for any replies to email.
Finally, you should look for a customer support system that has its own internal chat function. This means that anyone working on a customer’s issue can easily communicate with a colleague without leaving the conversation with the customer. It is quick and efficient and allows for a seamless problem-solving experience for all involved. Moreover, you can also provide your agents additional assistance through an AI customer care technology that can handle and answer basic client inquiries. AI tech (which you can get through sites similar to thelevel.ai) can also provide knowledge to the agent about the products, issues related to them, and solutions that could be suggested to a customer.
While there are many different features you could choose while trying to set up a customer support system, the five listed above are some of the key ones you should always make sure to include. Without these features, you are always going to find your customer support is lacking in some way. You should always try to find a system which will support all five of them. Start moving towards implementing a high-quality customer support system which both you and your customers can use with ease; no matter the query.