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Best practices
At FROGED we work every day to improve customer service for our users thanks to the omnichannel inbox. Here are some tips and best practices that we have learned in the course of our work.
Human attention
Customers are people and they need to feel that they are not just a number on a long list. When customers feel cared for and treated with empathy, they rate the service more highly.
You should use an approachable, natural and friendly tone. Try not to use phrases such as ‘dear customer’, which are cold and distant.
Include data or known attributes of the client in communications so that they feel included and understood, this way you generate a relationship of trust instantly.
Customised replies
Message templates can be used to reduce reply times. Templates can include attributes and customer data to be tailored to each case and customer. However, we recommend that you customise each reply sent based on the customer to make them feel understood and unique.
Typing $ in the text field of the conversation or template adds an attribute or variable of the customer, agent or company. We recommend using attributes whenever possible in communications.
Always reply
When a new conversation arrives in the inbox you should give a quick, honest and friendly reply, even if you don't have the solution at that moment. Tell the customer honestly what is going on. If you don't know how to resolve the conversation apologize and try to find an answer or solution as soon as possible, so the customer stays calm and you get a little more time.
Don't promise anything
Always be honest about what you can and cannot do for the customer. If you over-promise and then fail to deliver, you will create frustration and dissatisfaction with the product and service. We also don't recommend defining times or dates because inconveniences and delays can occur and hold up the resolution of the conversation.
Transparency with the customer is essential to build a relationship of trust and respect. If you have made a mistake or don't have an answer in time, apologize to the customer and try to solve it.
Detailed explanation
Answers and solutions to customer problems should be clear and detailed with simple language and few technicalities. You should make sure that the customer understands everything you say. If you think they are still in doubt, you can try other closer communication channels, such as a voice call or a video call where you can give demonstrations in real time.
Know the product
All agents must be fully aware of the product or service of the company in order to guarantee useful and quick replies to customers. You must be up to date with everything that is happening: improvements, new features, shortcuts, removed features...
You can use help desk documentation to reply to customers, but must be up to date with all the latest product updates. Knowledge base articles are added to conversations in the text field from the articles button.
Close conversations
The main objective is the resolution of conversation in a way that is satisfactory to the customer. You should make sure that all the customer's problems and doubts have been solved before closing the conversation. If the customer feels hurried or uninterested, it may cause them to lose confidence in product and company.
Remember to close the conversation after the resolution has been completed so that the metrics are as reliable as possible. If you close a conversation prematurely, the customer may reopen it and this is detrimental to resolution times and service performance.
Empathize with the customer
To give the best customer service you must put yourself in the customer's shoes at all times and treat them as you would like to be treated yourself. You should review every reply before sending to try to make it as good as possible.
The best tools for working with customers are empathy and patience. In times of work overload you shouldn't decrease the quality of your replies, you should take your time with each customer, because they aren't to blame for how busy you are.
Think like the customer
When a customer asks a question on a particular topic, they could have doubts about it later on. Agents should anticipate this and provide answers to questions that haven't yet been asked. For this it is very useful to share the knowledge base articles because they have links to other similar topics at the end.
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