Quality user support has always been important, and now it can become an important competitive advantage. Your clients have more time to study different offers before making a choice, so timely resolution of questions and problems can be a serious argument in your favor.
How to set up processes, analyze work results and what kind of support should be that really helps users, we have collected in this article.
In this section, we will tell you how to help your team work in a single stream and more effectively solve user problems, even if all operators are working remotely.
Problem: users write about their problems in different channels: in the chat on the website, in the mail and on social networks. It is difficult to monitor all channels at once and respond equally quickly to all users, so some requests are not processed or are processed too late, users are left with their problems, are unhappy, go to churn and write angry comments on social networks.
Solution: to ensure that all users receive support equally quickly, regardless of the channel in which they write, combine all communications from chat, mail and social networks in one window. You see and respond to messages from users from any source, they stay with you and remain loyal.
Problem: you receive a lot of requests, they are all different: messages from users about their problems, questions about the terms of contracts from customers, offers of partnership. The former are usually answered by support specialists, the latter by lawyers, and the latter are considered by marketers, but it is difficult to navigate in a large stream of different dialogues and there is a danger of missing important ones.
Solution: distribute dialogues across channels depending on the client’s request, so that it would be more convenient for each team to work with exactly those requests that are in their area of responsibility.
Channels can be created and sorted according to different principles:
* by source, if the responsibility for different channels lies with different specialists (for example, divide by different channels of communication from chat, mail and social networks);
* by purpose, so that the issues are resolved by people in whose area of responsibility they fall (for example, separate questions to support, accounting and technical specialists);
* by appointment, so that a person sees those dialogues for which he is responsible.
Problem: A new message came from a client. You open it, start typing the response and see that another operator has already sent the response. You have done double work and wasted time that you could have given to another client.
Solution: use the assignment of operators to dialogs in order to know which dialogs are already occupied and not to duplicate other people’s tasks.
Before replying to the user, assign the dialog to yourself so that it does not appear in the list of unparsed dialogs for other operators.
Problem: you need to understand at what time you need to organize support work on weekdays, whether it is needed on weekends and holidays, in order to correctly allocate team resources.
Solution: This is very individual and depends on how often your customers use the product, what time zones they are in, and what time they most often contact support. You can make conclusions based on data from dialogue analytics: see the number of new calls at different times of the day, on weekends or holidays, and provide support during the most active and busy periods.
Problem: a lot of dialogues and calls are received for support, some are lost and remain unanswered.
Solution: in open dialogues, there should be only those dialogues that are here and now in work. This is necessary in order not to miss anything important, and so that dialogues with resolved issues do not clog the workspace.
If it is impossible to solve the problem right now, more time, information or help from other teams is needed, the dialogue should be postponed.
Problem: it is necessary to restrict operators’ access to the service functionality that is not related to dialogues so that they do not accidentally interfere with the work of other specialists.
Solution: different users may have different access levels: super administrators, administrators, and operators. Operators can work with dialogs, but they will not be able to view statistics on dialogs, send mass mailings or add other users.
Problem: a request came from a client to a dialogue assigned to an operator who is not present at the moment. What to do?
Solution: for support, the main thing is to solve the problem of each user and do it as quickly as possible, so the dialogue can be reassigned to any free operator.
Another situation when it comes to the dialogues of the sales team: it is unethical to intercept other people’s dialogues, because, first of all, it is the relationship between a specific manager and a specific client. The maximum that can be done is to inform the client that his message has been received and forwarded to another manager, and to orientate the response time.
Problem: the user wrote about his problem in the chat on the site, and after a couple of days he clarified whether his issue was resolved. The operator had to spend time clarifying the problem; the user had to spend time trying to explain it again.
Solution: in the dialogs, the entire history of the correspondence with the user should be saved so that you can already be in context: for example, by reading the history of the correspondence or by looking at the client’s card.
Problem: a user has come up with a complex problem and needs the help of another specialist to solve it. It is inconvenient if the operator and the specialist have to discuss this problem in isolation from the dialogue itself: the context can be lost, you have to switch between tabs, and so on.
Solution: use notes to communicate with each other in a dialogue with the client, but so that the client does not see this, you do not need to switch to other channels, and everything will be saved in one place.
Problem: Your support team has multiple agents. It is important that all operators have access to the information they need (not in the form of scattered Google Docks of questionable freshness and relevance).
Solution: collect everything you need for the operators to work in the knowledge base (instructions, basic information, answers to the most frequent questions). Operators will be able to quickly find the article they need and send it to the client, instead of printing the same thing every time or copying from other documents and easily update the information if something has changed.
In this section, we show you how to understand what your team is dealing with, where the bottlenecks are, and what can be improved.
Alternatively, you can start with three basic metrics to support:
This metric shows how quickly the team responds to user questions. Obviously, the faster the user gets a response, the better, but you can focus on the data from the Live Chat Benchmark Report 2020:
Industry – First Response Speed
Business services – 84 sec
eCommerce – 113 sec
Technology – 96 sec
This metric will show you how satisfied the user is with your support team. Ask him to rate at the end of the dialogue: bad, good, or excellent, and pay special attention to dialogues where the user is not satisfied with something.
To assess the indicators, be guided by the data of the Live Chat Benchmark Report 2020:
Industry – User satisfaction
Business services – 89,47%
eCommerce – 86,06%
Technology – 90,13%
In addition to this, you can conduct a qualitative assessment of the dialogues – numbers can describe the situation as a whole and show you the main trends, but they do not take into account many important nuances.
For example, you can upload records of random dialogs of different operators and evaluate them according to the following criteria:
▪️ The user was able to complete his task;
▪️ the user is happy with the solution;
▪️ task closing speed;
▪️ the operator used the knowledge base, blog (if possible);
▪️ all possible options for solving the problem are presented;
▪️ recommendations for success are given (the following tasks for the user are thought out in advance);
▪️ the operator is cheerful and friendly;
▪️ assessment of the dialogue as a whole.
From processes and analytics, we are moving on to what kind of support should be in order for it to really help users, what capabilities the team has in order not only to respond in chat, but to make the service better. Otherwise, there is a possibility that situations from the anti-case about online chats will be repeated.
Excellent support cannot be created solely with fine-tuned processes, rituals and analytics, a lot depends on people. Soft skills starter pack for an excellent support operator seems to us like this:
▪️ high level of empathy;
▪️ the ability to listen and hear the user;
▪️ sincere desire to help;
▪️ the ability to bring what has been started to the end;
▪️ a responsibility;
▪️ the ability to admit mistakes;
▪️ willingness to help other operators.
Support operators communicate directly with users and know better than others where users have the most problems, and what improvements in the service could improve their user experience. The more stable the service is and the more intuitive the interface is, the less support the user will need.
Alternatively, you can collect feedback using:
▪️ User ratings: Ask why users are giving low ratings to get important insights into the product
▪️ NPS surveys that will show how satisfied users are with the product and what they are not satisfied with;
▪️ JTBD interview.
It is important that the operator understands where to get information, where to go for help, and how to respond in each case.
For example, if the operator does not have enough experience or knowledge to answer a question, he can turn to the knowledge base or ask colleagues in a special channel. If everyone clearly understands what to do and who to contact in complex issues, there will be fewer problems.
To convey information about bugs and crashes, so that it clearly describes the situation and is understandable to everyone involved, you can use a structured response system.
Sometimes it happens that the operator cannot make a decision in situations for which the order of actions is not prescribed or established. For example, a client asks for a discount, and the operator cannot take responsibility for making such a decision, this requires coordination with other specialists. In such matters, GotYourBack Support encourages maximum independence, so that the operator speaks with the client, clarifies all the circumstances and comes not with the question “what can we do for the client,” but with a specific proposal and reasoning why.
Sometimes there are situations when there are many times more support calls, and most often they are associated with drops and interruptions in the work of the service. In such cases, it is especially important to let users know that they are not alone with these problems, you are ready to help them and do everything possible to fix the problems.
Most of all, users are worried about when everything is in order. Problem solving depends on other teams, and operators need to make promises to users when more information is available on the timing of the problem.
We hope excellent support will be your superpower, analytics will help eliminate bottlenecks, and the professionalism of operators will be the envy of all competitors. Good luck!