Chat support is one of the most popular ways to interact with customers today, it’s a fast, easy, and convenient way to handle customer questions and complaints but chat support isn’t just for customer service. It can be used to diagnose and solve problems, or to provide information or instructions.
In this article, we’ll give you tips on how to use Chat support for your business, we’ll give you tips on how to set up and use chat support, how to respond to customer questions, and how to troubleshoot problems.
Setting Up Your Chat System
The first thing you’ll want to do is choose a system that works best for your business, there are many different chat solutions available.
In some cases, you can choose between a number of different applications, you’ll want to make sure that the application you choose supports the features you need, if you don’t have an established solution in place, you may be able to integrate an application with your existing ERP system.
You can also use online solutions and you’ll also want to make sure that the solution you choose supports the devices you use.
When setting up your chat system, you’ll want to consider these factors:
- The volume of customers – The more volume you have, the more important it is to have a reliable chat system. You may have to expand or hire more staff to handle the volume, chat can cost a lot of money, it can also take a long time to get the right people.
- Type of customers – Do you need a solution that supports different types of customer agents, such as support agents, sales agents, and managers?
Responding to Customer Questions
When customers ask questions via Chat support, you can respond to them directly or route their questions to your team.
- You can respond to customers by typing a message in the chat window, or by clicking a button that routes their message to a customer service agent.
- You can also respond via canned responses or via a virtual assistant, whenever you respond to a customer, you’ll want to make sure you’re addressing their question and solving their problem, if you can’t solve their problem, you can flag it and route it to your team so they can look into it.
- You can also send customer service agents messages to assist customers, this can be useful when customers go into too much detail or become too technical. If a customer is asking you a specific, detailed question, you can easily flag the request so that your team doesn’t miss it.
In addition to solving problems, you can troubleshoot, when customers contact you with problems.
- You can troubleshoot with them and determine the cause of the problem.
- You can also troubleshoot on behalf of your team this lets you ensure that your team is solving the problem correctly.
- You can troubleshoot for either the customer or your team, if you’re troubleshooting for the customer, you can make sure that they have the information they need.
- You can also troubleshoot with them to determine the cause of the problem.
- You can also troubleshoot on behalf of your team, to make sure that the solution you created is working as intended, this can be useful when you don’t know why a certain solution doesn’t work properly.