CUStomers want real-time answers and immediate resolutions

In a recent survey, we found out that live chat consistently ranked in the top 3 channels of engagement in most countries. In the US alone, close to 26% of the customers we surveyed chose live chat as their most preferred channel for service interactions with brands. Social media support is just as popular, with 43% of people between the ages of 18 and 29 claiming social media platforms like Twitter and Facebook are their go-to solutions for service-related needs.

Provide service while working from home through live chat and social media

As your customer service team works from home in the wake of the ongoing pandemic, you need to be ready to explore alternative channels of communication and look beyond  traditional mediums like in-person support, email, and phone. As customers today are constantly on the lookout for instant gratification, it should come as no surpise that live chat and social media rule the roost when it comes to service-related queries. These channels make it easy for customers to initiate immediate, real-time conversations with support agents directly from your website or mobile app.  And with word of mouth spreading like wild fire on social media, you cannot afford to be complacent in planning a proper strategy for these channels. Here is a list of resources that will help you adopt live chat and social customer service effectively and will equip on how you can handle the potential hurdles and bottlenecks. Each guide is crafted to give you actionable plans to get started right away!

Resources to perfect your live chat service strategy

Whitepaper: Guide to live chat customer service

This in-depth whitepaper discusses the 101 of live chat as a channel for customer service. Right from its history and evolution, to best practices and examples that successful brands have adopted, you can get a detailed understanding of how to implement live chat support. Here's an overview of what this resource covers:

  • Understanding the benefits of live chat support
  • Finding out if it's a right fit for your company
  • Live chat best practices to help deliver moments of wow
Live chat 101

Infographic: 30 live chat service tips

Brands of all kinds have seen a significant decrease in customer service queries from traditional channels like email and phone, and a massive upsurge in  live chat requests. To help you get up to speed with the times, here are 30 tips to provide the best service experiences through live chat. The tips will help you to:

  • Reduce customer churn
  • Gain customer loyalty
  • Cut down operating costs
Live chat infographic

Customer service through instant messaging apps

Since a majority of consumers today rely on instant messaging apps as their primary source of communication, they expect brands to provide customer service via these channels as well. This article discusses the do's and don'ts of providing customer service through instant messaging apps such as:

  • Choosing the applications that your customer base uses the most
  • Etiquette rules for Facebook Messenger, WhatsApp, and other such apps
  • The long term benefits of adopting these channels, and how they contribute to customer loyalty
Instant messaging tips

Resources to help you provide customer service on social channels

7 Essential tips to deliver stellar Facebook support

Facebook is one of the most popular social channels, and unsurprisingly it has become a place where customers post support queries and reviews, and expect them to get addressed immediately. This article looks at tips to build your Facebook support strategy, including best practices on:

  • Setting up a Facebook support page
  • Managing processes to resolve queries quickly
  • Leveraging Facebook Messenger as a support channel
Facebook support

5 tips to handle customer service on Twitter

Twitter is the most preferred social media channel for customer service today, but its extremely public and transparent nature requires you to plan a well-thought out strategy beforehand. This article covers the following tips to help you ace Twitter support:

  • Setting the right customer expectations
  • Adding a touch of personalization to your replies
  • Implementing proactive support through Twitter's dedicated features
Twitter upskill

Managing customer service on Instagram

While Instagram isn't the most obvious channel to deliver customer support, over the last few years, business accounts on Instagram have generated 4x more interactions. This makes it a prime channel to offer customer service and increase customer engagement. This article discusses best practices such as:

  • Optimizing your Instagram business acount for customer service
  • Setting up workflows for managing Instagram DMs
  • Adopting techniques of proactive support on Instagram
Instagram customer service