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What defines customer support from customer service?
Modern customer support is not the same as customer service. The only similarity is that they employ customer service techniques.
The new customer support applies the principles of customer service in helping customers. It is available for voice (phone calls) and non-voice (live chat and email) operations. They solve problems and make decisions. In addition, they function as part sales, part tech support, and part customer success.
Live chat customer service benefits
Live chat allows customers to communicate with customer service representatives in real time.
Instead of waiting for an email response, users can send a message in a live chat. The answer is immediate from the agent.
Improves the support experience for customers
With live chat, consumers get their questions answered immediately.
Compared to email, it’s hard to know when you’ll get a response back.
Helps with customer acquisition and onboarding
Connect with prospective and new customers. Please give them the confidence they need to use your product.
Being available helps build trust, even if your customers don’t need to talk immediately.
Agents build rapport with customers.
Agents can build rapport. This is by mirroring or adjusting their formality that matches the customer.
Chat platforms offer authenticity that showcases an agent’s personality more than traditional channels.
Reduce repetition for your customers
No one wants to explain the issue over and over again.
Agents can read the text supplied by the customer. They can multitask by reviewing other details they have access to. Some tools even allow them to share a screen or send links and screenshots to help.
Boost your customer service team’s productivity.
While people can only be on one phone call or reply to one email at a time, they can juggle a few at once with chat.
They may want to stick to one or two. But if they’re working the chat queue full of quick and straightforward questions, handling more than one can be manageable with practice.
Provides 24/7 support
With careful scheduling, live chat support are available round-the-clock.
Customers will have little reason to complain about the availability to cover the whole day.
Increase customer engagement
This allows a chance to make a good impression and give customers a reason to stick around.
Some customers may switch to using chat instead of email/phone support. Some of the growth is people who found conversation and realized they could get immediate help.
It gives you an edge over your competition.
For instance, would a customer pick up the phone and call support? Or would they be more tempted by someone else that was already available?
Most people are more likely to ask questions over chat instead of calls.
Live chat data helps inform product decisions.
Agents could store, organize, and tag chats to filter them for review later.
Consider tagging for things like feature requests and bugs, as well as by question type or topic. Agents can spot the updates faster. As a result, they would be able to help more customers out.
Some of the industries that partnered with us found their dedicated 24/7 live chat support team:
- Telecom industries
- Banking
- Travel
- eCommerce
Magellan Solutions offer a wide range of customer service support:
- Loyalty programs
- Invoice inquiries
- Balance inquiries
- Order tracking and fulfillment
- Customer care support
- Inbound sales support
- Billing Support
- Replacements
- Account management
Outsource your support ticketing system with Magellan Solutions
If you’re looking for an outsourcing location with up-to-date technology and a rich talent base, the Philippines could be on your top list!
Magellan Solutions offers help desk outsourcing services to all kinds of businesses. Our skilled support team will help reduce your ticket volumes for better customer support. We also provide multilingual customer support for foreign-language-speaking customers.
Are you looking for responsive and round-the-clock technical assistance to your customers? Fill out the form below to get a free 60-minute consultation.
