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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.
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!
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:
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:
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:
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:
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:
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:
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