Tip #1: Automate Responses

You can't solve every problem immediately, and your customers don't expect you to do so. The one thing they expect from you, however, is acknowledgement. Customer service software can set up and send automated responses to every request. Determine the most frequently asked questions and what knowledge base is most commonly read so that you can create automatic responses. Customers might even fix the problem themselves with an automated response. Consider using an auto-response bot that will recognize similar questions from previous conversations to give you the answer you think is best. Your team can focus on more productive tasks if an auto-response bot takes care of the frequently asked questions.

Tip #2: Seamless Routing

Configure your customer service software to allocate requests to the team members who are best suited to resolve the issue on the spot. They can also find the best solution without needlessly forwarding the case to other departments. Fast and frictionless customer service largely depends on assigning the right issues to the right agents and bots. Decisions made at the time of assignment determine everything that happens afterwards. Poorly assigned tickets cause confusion among team members, resulting in delays and customer dissatisfaction.

Tip #3: Use Templates

Speed is a crucial component of providing top-notch customer service. The main benefit of customer service software is the ability to upload and use pre-written email support templates. By selecting a pre-written response from your templates, you can easily insert the same explanation into your email rather than typing it out in every email, resulting in a highly professional response featuring written information and a consistent tone.

Tip #4: Organise Information

Customer is on hold because your agent has to look up customer details, previous communications, and complaints. Without information, the agent may have to ask the customer back and forth, resulting in more frustration. Customer service software will track all your customer interactions, so you can get a detailed overview of their profiles every time they contact you. All departments in your company can see a complete summary of the customer's profile and all previous interactions with your company anywhere, including sales, marketing, and service information. In other words, when an agent is away on vacation, another can handle any outstanding requests without keeping the customer waiting. You can also see your team's progress and spot potential improvement areas by making customer service reports as simple as clicking a button.

Final Thoughts

Customer requests should be prioritized.

The most significant benefit of customer service software is its ability to prioritize customer requests. Specific customers and requests should be prioritized, while others can handle them later. There are four levels of priority for tickets: Urgent, High, Medium, and Low. It depends on the type of problem, the communication channel, and the type of customer. Prioritizing your customers' needs starts with understanding their value. A ticket's priority will determine how fast it gets answered and resolved. Customers who are important to your company may be your largest accounts that spend the most or those who received poor service in the past. In either case, they are given priority.

Check out Zendesk to learn how customer service software can boost customer loyalty. As a Zendesk partner, Zooloo offers a wide range of services, including sales, consulting, implementation support and integration. Get in touch with us at sales@zooloo.asia.

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