How can your customer service team work remotely during COVID-19 lockdown?
Three months ago, we rang in 2020 with great hope that this was going to be THE year; the year we travel more, the year we get that summer body, the year we double our revenue. Enter stage right: coronavirus. What started in a little town in China virtually brought the world to its knees within the first quarter: plummeting stock markets, emptying food shelves and locking people in their own homes. But, the work must go on for those who can, as businesses find ways to keep segments of their company trading while the country is in a nationwide lockdown along with the rest of the world.
Remote working has never been such a hot topic as it is now. Every company that provides remote working software is experiencing a boom in business, as companies across the world scramble to keep their businesses as close to operational as possible. We have been in this business for a long time, and know the world of remote working well, which is why our solution is built with remote working in mind and can help you navigate your customer service team through it.
On the front line
Your customer service team is your frontline, answering the many incoming questions from your customers about how the lockdowns are affecting your business and your service to them. One of the simplest ways to keep your communication flowing and reduce the telephone queues is through a live chat integration on your website. This will allow customers to have a quick chat with your team and get answers to their questions quickly. This instantly increases your team’s productivity as they can speak with multiple customers at a time with live chat, rather than only one at the time with telephone calls and is much easier to work with remotely.
Let AI lend a hand
Artificial intelligence has never before been so widely used and there has never been a better time to start using it. Artie, Click4Assistance’s AI chatbot, is always online to speak with your website visitors and social media followers, immediately engaging them so that your team does not have to. This increases the response rate as many customers do not like waiting for ages without a response, so Artie bridges that gap swiftly. He can act as a buffer for your team as well, ensuring that they spend more time on each customer, increasing the overall quality of chats.
By asking basic questions, Artie can derive key information from the customer, so that the right department can pick up that chat, saving the customer time and reducing the number of transfers before they receive an answer to their query. This greatly improves the overall experience and increases positive ratings instantly.
The biggest benefit with Artie during this COVID-19 crisis is the fact that he can respond immediately, disseminate pertinent information to your visitors, gather information from visitors and aid your customer service team 24/7, all without human intervention and while being cost effective.
Physical distancing means video is closer
One on one, face to face meetings are now a thing of the past with social and physical distancing rules in place. This is our new normal. An easy, user friendly way to keep it business as usual in this brand new world is through video conferencing. With chat integration, switching to video for a customer is as easy as clicking a button, and allows your customer service to add a more personal, human layer of contact with your customers, which is so important to developing deeper relationships with your customers.
Everything, in one robust solution
With 15 years of experience across multiple industries and managing clients of all sizes, Click4Assistance are the only GDPR compliant live chat solution that is completely British based, with all our staff and servers located on UK soil. Our expertise has helped many companies like yours and continues to grow and influence the direction of our development as technology progresses.
Our all in one suite of communication software is robust, yet user friendly, and our fully customisable dashboard allows you to showcase what is important to you and get rid of the noise, so that you can focus better and be more productive. And with seamless integrations, social media and customer notes have never been so easy to reach, increasing your customer service team’s efficiency.
If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your business’ productivity for 2020, give us a call on 08451235871 or send an email to theteam@click4assistance.co.uk and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.
