HelpFlow Blog

3 Ways to Provide an Awesome Customer Experience on Live Chat

3 Ways to Provide an Awesome Customer Experience on Live Chat

Live chat can be an amazing tool to provide human help if used correctly. In fact, it can be even better than in-person retail help if you know how to use it right. The challenge is that some of the default functionality you have in your live chat software might not be set to maximize customer experience.

There are a few key principles to get right with chat, and a few ways to supercharge results. At HelpFlow, we provide 24/7 live chat teams to over 100 brands and have done millions of chats that have driven over $10 million in sales. We’ve developed best practices over time and will walk you through how to provide an awesome customer experience with chat in this post.

Even if you don’t end up working with us, there will be a lot here that you can apply with your team. So let’s get into it…

Customer Service KPI Routine

Customer Service KPI Routine

Customer service software typically provides a whole range of analytics you can use to measure how things are going.

While these are sometimes fun to explore, it can be overwhelming to figure out which of these metrics truly matter and should be used to manage the customer service department. Even if you do know what numbers to use to measure customer service, it could be overwhelming to figure out how often to review the numbers and what the right timing is to act on them to improve certain issues you see.
Even with the craziness of customer service, it’s possible to create a predictable workflow and eliminate the feeling of fire fighting each day. You can have a clear time that everything gets addressed throughout the day and throughout the week, which makes for a much better work environment and the ability to do overall better quality work.

Meeting Routines for Customer Service Departments

Meeting Routines for Customer Service Departments

The customer service department has a fluctuating workload and a lot of fires to put out throughout the week. Without a clear meeting routine, you’ll typically feel like a firefighter all the time and it’s only getting worse as you grow. Not only is this a frustrating environment to work in, but it also won’t leave you time for deep work that moves the business forward.

Even with the craziness of customer service, it’s possible to create a predictable workflow and eliminate the feeling of fire fighting each day. You can have a clear time that everything gets addressed throughout the day and throughout the week, which makes for a much better work environment and the ability to do overall better quality work.

How to Handle Customer Service Spikes

How to Handle Customer Service Spikes

Customer service spikes can happen in many ways. You might have some unforeseen publicity opportunities or an ad that performs better than expected, both of which can drive a lot of questions. On the fulfillment side, you might have order processing issues that cause an increase in the number of questions per order. And, of course, spikes can happen simply due to seasonality and holidays.

3 Critical Customer Service Skills to Screen For When Hiring

3 Critical Customer Service Skills to Screen For When Hiring

It’s tough to hire someone good for any role if you don’t clearly define the skill sets needed for success. When hiring customer service agents, you’re probably aware of a few skills that are important for success. But evaluating that upfront in the recruitment process can be difficult. On top of that, when you need a new customer service agent, you typically need them quickly. So hiring speed matters.

How to Train Customer Service Agents

How to Train Customer Service Agents

Building an e-commerce business is challenging. Once you’ve got a great product, the tough part is not over once you’ve cracked how to drive traffic and sales through advertising, influencers, or some other growth channel. As you start to ramp up, you have to figure out how to scale the people side of your business in customer service.

The Right Timing For Cart Recovery SMS and Emails

The Right Timing For Cart Recovery SMS and Emails

80% of the people that start the checkout process end up abandoning. You’re probably already using email and maybe even SMS as a cart recovery tactic, but I can almost guarantee that you’re not maximizing recovery results.

Most people set up email and SMS cart recovery sequences in a pretty haphazard way, without a clear understanding of which channel is best for which scenarios and how to have them work together in sync to maximize recovery results. And this is not just something that doesn’t work if you do it wrong. You can end up annoying potential customers and causing them never to come back by being too aggressive with cart recovery efforts.
With that said, you should definitely be using email and SMS, and if you get the timing of each channel right, the results can be insane.

Preparing for the Customer Service Spike in Q4

Preparing for the Customer Service Spike in Q4

Everyone wants to increase sales during Black Friday and Cyber Monday. You’ve probably been focused heavily on your marketing plans of how to drive traffic, determining the best offers to make, and setting up all your campaigns to work together to drive sales.

This will be our 6th Black Friday Cyber Monday at HelpFlow. In this post, we’re going to share the lessons we’ve learned over the years that you can use to make this Black Friday easy (and successful).