HelpFlow Blog

How to Be Effective as a Customer Service Agent

How to Be Effective as a Customer Service Agent

Your customer service agents have a lot to handle, with tickets constantly coming in and making sure your customers are happy. As a business owner, it’s important to make sure your Customer Service Team is working effectively. Customer service is a major cost center, especially as you start to scale past one or two agents.

Think about this–a single agent that works 20% less effective than they could be has a serious cost to your business. Anywhere from $600-$1000 per month of waste per agent depending on the rate you pay. And based on what we’ve seen, the effectiveness gap is way over 20%.

With just a few tweaks to the workflow your customer service team uses, you can drastically increase their efficiency. At HelpFlow, we provide 24 / 7 live chat and customer service teams to over 100 e-commerce stores. After processing millions of tickets over more than five years, we learned how to be most effective as agents while keeping customers happy.

In this post, you’ll see how you can make your team more effective too!

3 Ways to Save Cart Abandons With Live Chat

3 Ways to Save Cart Abandons With Live Chat

It’s incredibly frustrating to spend so much money driving traffic to your site only to see a big portion of people that start check out end up abandoning and never purchasing. People abandon for a lot of reasons, some of which you can save and some of which you can’t.

Sure, you’re probably doing abandon cart emails and maybe running some ads trying to target people that abandoned. But you’re still losing people. That’s because questions are ultimately what caused people to abandon. They get confused or just want to confirm something before buying. However, your reminder emails and discount offers trying to save them usually won’t convert if there’s a question holding them back.

You might already be using live chat to do customer support on your website, but you’re probably not using live chat strategically to save cart abandons. There’s a number of things you can do with live chat to save cart abandons, both on the website and off the website, including a way to supercharge your abandoned cart recovery emails.

At HelpFlow.com, we run 24/7 live chat teams for over 100 e-commerce stores and specifically focus on converting sales from visitors that are likely to abandon or have already abandoned. In this post, we’ll explain how we do it so you can do the same on your website.

The Importance of Segmenting Customer Service Metrics by Channel and Ticket Type

The Importance of Segmenting Customer Service Metrics by Channel and Ticket Type

Gauging the health of your customer service operations is tough, especially as you add more channels. When you start with just email, it’s a bit easier. But as email volume skills up and you add chat, phone, social media, and other channels, it can be challenging to know if your team is doing an excellent job of keeping customers happy.

It’s possible to measure the health of the CS operation and the happiness of customers easily if you use a few simple metrics and then segment which channels and types of tickets you measure during your analysis.

At HelpFlow, we run 24/7 live chat in customer service teams for over 100 stores that have built a robust process for managing customer service operations over the past six years. In this post, I’ll break down how we measure and make decisions in a customer service operation with multiple channels and a wide range of tickets.

Founders Chat Webinar by ConvertCart

Founders Chat Webinar by ConvertCart

Did you miss the Founders Chat Webinar by ConvertCart?  We’ve got you covered.  Here’s a replay of HelpFlow’s presentation on Predicting and Saving Cart Abandons Before They Happen (with Live Chat).

Most stores think of live chat as a customer service cost center, but it can be as a massive conversion driver to recover a big chunk of checkout abandons and drive even more conversions earlier in the purchase flow.

Jon Tucker, CEO of HelpFlow.com, has helped 100s of eCommerce stores drive conversions by providing 24/7 live chat teams at a fraction of the cost of running live chat in house (i.e. their 24/7 team can chat with your visitors).

In this talk, Jon shared the strategies HelpFlow has used to drive nearly $100M in live chat revenue for a wide range of stores:
-How to predict checkout abandons and engage directly in the checkout flow.
-How to integrate live chat into cart abandonment emails to supercharge results.
-How to identify highly engaged prospects prior to checkout, and convert them.

Watch the video below and walk away with actionable insights you can implement quickly to maximize conversions with live chat.

Improve Product Search and Discovery with Insights from Chat

Improve Product Search and Discovery with Insights from Chat

Everyone talks about driving more traffic to eCommerce stores, but if you nail your customer service process (especially pre-sale service), you can 2-3x your stores conversion rate. This happens because visitors are taken care of, their questions are answered, and they’re able to smoothly do business with you.

But here’s the tough part… As the business owner or manager, you’re the only one that can do it as great as it needs to be done, right? That’s WRONG (it’s a rhetorical question).

Maximize eCommerce Upsells and Cross Sells with Live Chat

Maximize eCommerce Upsells and Cross Sells with Live Chat

Increasing average order value and margin can be super impactful in ecomm. The more you make on an order and overall LTV, the more you can spend on acquisition.

But how can you do that in a way that’s effective while also being a great customer experience? Apps, pop-ups, etc. They’re not super effective, and most are a really poor sales experience for the customer.

Guest Post at Gorgias.com: Forecast Customer Service for Q4 and Beyond

Guest Post at Gorgias.com: Forecast Customer Service for Q4 and Beyond

Forecasting customer service volume for Q4 has always been challenging. But e-commerce growth due to Covid, along with logistics nightmares that are happening, makes forecasting even harder.

In this Gorgias.com guest blog post by Jon Tucker from HelpFlow, you’ll learn how to easily and accurately forecast customer service volume in any environment. HelpFlow provides 24/7 live chat and customer service teams to over 100 stores and will share the insights from their experience here.

The Future of Ecommerce for Marketing 2021

The Future of Ecommerce for Marketing 2021

Did you miss The Future of Ecommerce for Marketing 2021 event by eCommerceTech? We’ve got you covered.

Here’s a replay of HelpFlow’s segment during the event. Most stores think of live chat as a customer service cost center, but it can be as a massive conversion driver to recover a big chunk of checkout abandons and drive even more conversions earlier in the purchase flow. In this talk, Jon Tucker, CEO of HelpFlow, shared the strategies HelpFlow has used to drive nearly $100M in live chat revenue for a wide range of stores:
-How to predict checkout abandons and engage directly in the checkout flow.
-How to integrate live chat into cart abandonment emails to supercharge results.
-How to identify highly engaged prospects prior to checkout, and convert them.

Watch the video and walk away with actionable insights you can implement quickly to maximize conversions with live chat.

The Future of Ecommerce for Beauty and Skincare Brands 2021

The Future of Ecommerce for Beauty and Skincare Brands 2021

Did you miss The Future of Ecommerce for Beauty and Skincare Brands 2021 event by eCommerceTech? We’ve got you covered.

Here’s a replay of HelpFlow’s segment during the event. Most stores think of live chat as a customer service cost center, but it can be as a massive conversion driver to recover a big chunk of checkout abandons and drive even more conversions earlier in the purchase flow. In this talk, Jon Tucker, CEO of HelpFlow, shared the strategies HelpFlow has used to drive nearly $100M in live chat revenue for a wide range of stores:
-How to predict checkout abandons and engage directly in the checkout flow.
-How to integrate live chat into cart abandonment emails to supercharge results.
-How to identify highly engaged prospects prior to checkout, and convert them.

Watch the video and walk away with actionable insights you can implement quickly to maximize conversions with live chat.

Guest Post at Livechat.com: How To Predict Cart Abandons and Save Them With Live Chat

Guest Post at Livechat.com: How To Predict Cart Abandons and Save Them With Live Chat

It’s tough to point out the reasons why visitors abandon your website. There could be a lot of reasons why. Live chat could be a big help when trying to figure out why people leave your site. It’s not just a channel for inquiries and sales, but also for your customers to let you know the things you can improve on your site or if there are some things that need fixing like broken links. This post will give you some context on the common issues we see flagged by visitors in chat.