Customer service is becoming increasingly challenging for many different businesses. That’s largely because customers now use a variety of channels to communicate with brands and they expect better, faster service at the same time.
And at the same time, offering high-quality customer service is more important than ever – if you don’t take care of each customer, it’s very easy for them to publicly denounce you, which can lead to backlash and other issues along the way.
But at the same time, great customer service will be rewarded: your customers will be happier, they’ll be more likely to recommend you and they’ll be more likely to talk about you online in a positive light.
Want to deliver better customer service and impress all of your customers and prospects?
In this blog post, discover 4 useful tools to help you transform your customer service:
NapoleonCat – for better customer service on social media
People are increasingly turning to social media to ask questions, voice their complaints and sort out any issues they might be having with the products and services they use.
And as a business, that can be quite challenging to manage, especially when you have social media profiles on multiple channels (and most businesses do!)
That’s where NapoleonCat comes in to help; as an all-in-one social media marketing tool, it helps you manage your entire social media presence in one place, while also featuring a few different tools that can help you deliver better customer service in less time.
Basically, their unified social media inbox is built specifically to help businesses deliver fast customer service and ensuring they never miss any important mentions. It works with Facebook, Instagram, Twitter, LinkedIn, YouTube and Google My Business, which means you can track all of the interactions and mentions from these channels in the same inbox, in real time.
This is, of course, of huge help because it means that you don’t have to log in and out of several social networks or tools which is not only a huge time loss but it can also lead to missing certain mentions or questions from your leads and customers.
But the feature that truly makes the biggest difference is “auto-reply”; basically, you can create automated rules to quickly act on any questions or comments that you get a lot: you can have them hidden or deleted completely (great for spam messages and comments!) or you can set up an automated reply, whether it’s a direct response to a common question you get a lot, or a quick reply to let that person you’re on the job and will get back to them as soon as possible.
What’s more, you can also collaborate with other team members easily, including assigning tasks and comments, leaving internal notes and automatically assigning customer service tickets to the right agent.
Plus, you can track your customer service teams’ progress with automated reports, as well as use NapoleonCat to post and schedule updates and check your social media analytics.
GoSquared – for real-time web analytics and live chat
The more you know about your website visitors and customers, the better you’ll be prepared to offer stellar customer service to all your leads, prospects and customers.
And when you pair that with live chat, it can have a huge positive impact on your overall sales.
GoSquared is a powerful real-time web analytics and live chat tool that also features marketing automation features, as well as a customer data hub where you can find everything you need to know about your leads and customers.
Its main goal is to help businesses improve their overall marketing and sales, by providing you with real-time data and intelligence that you can apply to your customer messaging.
To start with, you can use it to track your website analytics in real time and see exactly what your visitors are doing, what pages they’re saying and what actions they’re taking.
And then there’s the live chat tool; this allows you to quickly respond to any questions your website visitors might have, offer customer service and help them along the way so that they convert into customers.
But because the tool also gives you access to these detailed real-time analytics, that means you’ll get even more value out of the live chat feature: for every visitor you speak with, you’ll be able to see what actions they took that led up to that conversation, as well as see who that person is and where they work (GoSquared automatically looks up their social media and company information to provide you with this useful information.)
You can also automatically translate messages on the spot (so basically, you can offer great customer service in any language), save replies to respond faster and be more efficient, collaborate with your team and assign tasks, and add internal notes.
Plus, as I mentioned earlier, you also get access to a customer data hub where all the information you have on your contacts, website visitors and customers is all brought together (and it’s updated in real time too!)
OnceHub – for easy, convenient meeting scheduling with your customers
Sometimes, you can’t sort out every issue online, using email, social media, live chat and so on; with some customer service issues, it’s best to talk directly to the customer to help them. Plus, this is particularly important for those in service-based industries; here, a more personalized approach might be imperative.
And in order to be as efficient as possible with these types of issues, you need a good software to help you schedule these calls and meetings with minimal effort – and that’s where OnceHub comes in.
They offer 2 main products to help:
- ScheduleOnce, which is a super easy way for your customers to schedule a call with you with a one-time link
- InviteOnce, which allows you to create a more personalized meeting, and send a personalized link that works for one booking only; this way, you’ll be able to fully customize the settings for each meeting
The tools are built to help you eliminate unnecessary waiting times; plus, you can even get paid for more complex customer support sessions, using the so-called pay-per-incident support.
Zendesk – for easy, self-service customer service
Sometimes, customers don’t want to have to reach out to a business directly every time they have a question or a problem.
And sometimes, great customer service isn’t just about responding as fast as possible, but rather how easy you make it for customers to find the information they need by themselves.
Plus, this makes things so much easier for your support teams as well as they’ll be able to focus on the more complex issues and questions.
And that’s what Zendesk Guides does; it helps you build a powerful, in-depth knowledge base for smart self-service, so that your customers can easily find your FAQs, your guides and your tips to making the most out of your product or figuring out how to leverage certain features.
It’s worth noting though that this is just one part of Zendesk – it actually features numerous customer service tools, including a live chat and messaging tool, a call centre software, and a sales CRM tool, among others.
Zendesk Guides allows you to build a branded, responsive help centre; to make things as easy as possible, it features a WYSIWYG editor as well as a Google Docs important to help you customize your help centre.
Plus, it also provides in-depth reporting so that you can find out what works and what doesn’t and continue improving the experience for your customers.
Offering stellar customer service can transform your businesses’ success; but in order to deliver great service to your customers in a timely manner, you need tools to help. Otherwise, it would not only take you too much time to respond to all enquiries, but it would be very difficult to ensure you’re giving great service to everyone who needs it.
Use the tools in this list to find the perfect solution for your particular needs – and your customers’ as well.