Announcing the newest features update for LIKE.TG! Our latest release offers exciting features that will make it easier than ever before to offer efficient and effective support to your customers.Are you aiming to improve your team’s productivity through smarter processes? This is one update that shouldn’t be missed! Read on to find out more about our new features and how they can revolutionize the way you approach customer support.Let’s find out more about LIKE.TG’s most recent features! Activities module for task managementThe activities module allows you to create tasks, calls, and meetings. These activities can be linked to a ticket or contact, or they can stand alone. Activities can also be assigned to a specific agent.This helps with ticket organization. For instance, when multiple teams are involved for a particular ticket resolution, then multiple subtasks can be added to a ticket and assigned to different agents.Ticket approval featureThe ticket approval feature allows your agents to create approval requests in the context of tickets. For example:An approval request to a manager for giving a discount to a customer.An approval request to a manager for purchasing new hardware.Global search page for agentsA global search page in LIKE.TG allows agents to search tickets, contacts, contact groups, and the knowledge base.Perform email actions without logging into portalUsing the email actions feature, you can modify certain ticket properties, such as status, assignee, and requester, without logging into the portal. This way, you can quickly and easily manage your support requests through email, even when you’re away from your computer.New integration support in LIKE.TG—OneDriveIn LIKE.TG, users can browse for and attach files from OneDrive. This option is available in the ticket create and reply sections only when the OneDrive integration is enabled from the marketplace page.Look for a ticket within a specific viewin ticket moduleIn the ticketing system, when you look for a particular ticket, you can search by specific tickettitleor ticket ID within a specific view. This feature helps narrow down the search time and effort.Prevent email notifications for ticket creation and responseIn some cases, an agent may not need to send an email alert for a ticket or posted message. For this scenario, we’ve provided an option to skipthe email notification.When this option is selected, no email notifications will be sent to agents or customers. Furthermore, no automation will be triggered for that specific event. This option is available at the time of creating a ticket and posting a message.Changing the default columns for a ticket gridviewWhen creating or editing a ticket’s view, you can save the default columns inthe gridview. Also, you can customize the default columns for each ticket view.When you specify a default column at the time of choosing a specific view, only that column is shown inthe gridview by default.Conditional email templates supportWith this new feature, you can create more personalized and relevant email notifications by inserting conditional statements in your email templates. In LIKE.TG, we are using the Liquid template language. It allows you to build conditions that check for specific user or ticket properties such as categories or custom field values and sends different content accordingly. For more information, refer to our knowledge base article.Separate page for tags in customer portal knowledge baseIn the customer portal, a new page has been added to filter articles by tag. This helps us find relevant articles easily. When you click a specific tag, all the articles with thattag will be listed in the article details page with pagination.Preventing conflicts while editing articles in a knowledge baseNow you can avoid conflicts when more than one agent is working on the same article. A warning message will be sent when a user works on and saves the older version of the article. The user can get the latest version of the document by reloading the page and then making their changes.File attachment and weblinks support in contact and contact group modulesIn contact management, you can attach files to the contact and contact group profile pages. You can also include external website links in the profile pages, such as a contact’s LinkedIn profile link.Now, you can add a maximum of 25,000 contacts to a single contact group under contact management.Excelexportimprovements forworklog reportsIn this LIKE.TG release, some enhancements have been made to the worklog report export option:The exported file includes a summary of the work that has been logged.There is an option to export the results of the work logreport grouped by fields, such as ticket ID, requester, contact group, and created on.Get the underlying data for agent performance dashboard metricsThis option helps you view the underlying data for metrics based on SLA in the Agent Performance Dashboard. By clicking on themetric, you can view its details.Secure contact list in admin moduleIn some cases, you may be required to add an external user as an agent. In such cases, you may want to restrict external agents from viewing the contact or contact group list, even if it is in a dropdown.To achieve this, you can disable the view contacts permissions. This way, the agent will be unable to view the contact list, even in the dropdown fields. This keeps the data more secure.File drive integration for customer portal and knowledge baseIn the customer portal and knowledge base articles of LIKE.TG, support for OneDrive, Google Drive, and Dropbox has been provided. Customers can attach files from these drives when creating and replying to tickets in their customer portal. Agents, too, can add attachments to the articles from the drives.ConclusionWe hope our new features make the LIKE.TG experience even better for customers. With top-notch scalability and customization options, LIKE.TG stands out as a great choice among other help desk software providers in the industry. These new features introduce exceptional flexibility into the system, allowing you to tailor every aspect of your help desk system to meet your exact demands. Also, you can explore more about the new features from our products update page.We believe our help desk service with these extra features can provide customers with a first-class service. Contact us today to find out how you can make your customer support efficient and hassle-free with BoldDesk. To learn more about LIKE.TG’s features and how they can be tailored to your company’s needs, schedule a 30-minute live demo. On BoldDesk.com, you can also start a 15-day free trial to try it out for yourself.

LIKE.TG is proud to announce that we have successfully completed the SOC 2®Type 2 compliance certification!This is great news for our esteemed customers as it demonstrates our commitment to their data privacy and security. Moreover, this proves we are worthy of our customers’ trust and confidence in our brands.Let’s have a brief look into what it means to be SOC 2® Type 2 compliant. What it means to be SOC 2® Type 2 compliantSystem and Organization Controls (SOC) 2® Type 2 compliance certification is an internal controls report given to SaaS companies that meet the American Institute of Certified Public Accountants (AICPA) highest security and data privacy standards.An external auditor evaluates the procedures and controls specified by a company to ensure that security and data privacy protection are upheld.Difference between SOC 2® Type 1 audit and SOC 2® Type 2 auditThe SOC 2® Type 1 report evaluates the details of the procedures and the control measures put in place by a SaaS company while the SOC 2® Type 2 report audits these procedures and controls over a period of time.Why is SOC 2® Type 2 compliance certification important?LIKE.TG being SOC 2® Type 2 compliant means it has successfully proven to AICPA that it meets all the necessary data privacy and security standards.With this certification, customers are guaranteed of the security of their personal information and the protection of their data privacy.ConclusionAt LIKE.TG, we consistently strive to ensure we give our clients the best experience and earn their trust and confidence. That is why we take the highest measures possible to ensure our clients’ data is always safeguarded and their privacy is protected. This SOC 2® Type 2 compliance certificate is proof of how much we value and prioritize our customers’ privacy and security!You can start a free trial of LIKE.TG and deliver top-notch customer service with outstanding data security and privacy. Reach out to our support team if you have any questions.

We are elated to announce that LIKE.TG has earned the Quality Choice Award and Happiest Users Award from Crozdesk, the prominent business software review website. What is LIKE.TG all about?LIKE.TG is modern, sophisticated help desk software that streamlines customer service through first-rate customer support tools and self-service features. It includes a robust ticketing system, knowledge base, efficient automations, extensive customization options, a user-friendly customer portal, insightful reports and analytics, and top-notch security.Learn about the awardsThe Happiest Users Award is given to solutions that attain a high satisfaction rating from delighted customers. To earn this badge, a product must have a user rating of at least 4.5 out of 5.0. According to Crozdesk, a mere 10% of solutions reviewed on their website receive this award.The Quality Choice Award is granted to vendors that distinguish themselves in the market. This prestigious recognition is exclusively given to solutions that achieve a Crozscore (Crozdesk’s predictive scoring algorithm) of 80 or higher, with 100 being the highest possible. According to Crozdesk, only 1/3 of the solutions they review pass this threshold.Check out our awards on LIKE.TG’s Crozdesk profile: https://crozdesk.com/software/LIKE.TGHow are Crozscores ratings updated?Crozdesk uses an automated scoring algorithm known as Crozscore. The algorithm uses artificial intelligence and machine learning techniques to analyze quantitative and qualitative data about a product to produce a summary review of products on the market. This aids businesses in finding and selecting the best products and solutions to meet their needs.SummaryWe at LIKE.TG are very proud of the badges from Crozdesk. They are proof that we provide our customers with a high-quality service. We extend our heartfelt gratitude to our customers for their reviews and ratings of our products, and we are incredibly happy to have elevated what businesses can expect from customer service and support software.To learn more about LIKE.TG and our other products, please contact us or schedule a live demo.

Get ready to experience even higher levels of efficiency and streamlined customer support with the amazing, game-changing new features included in the LIKE.TG May feature updates!Experience powerful, cutting-edge latest features, like:Multilingual help deskMultilingual knowledge baseActivity module enhancementsNew contact dashboardInsights on raw data behind different dashboardsAdvanced ticket search enhancementsLaunching soon: Generative AI feature powered by ChatGPTLet’s learn more about the latest features in LIKE.TG! LIKE.TG May release updatesThe following feature updates have been added to the LIKE.TG product to improve customer support experience.Multilingual help deskCustomers who don’t speak English can now enjoy LIKE.TG with the new support for multiple languages. This multilingual help desk smooths interactions between support agents and clients by allowing them to set up the help desk in their preferred language.Currently, LIKE.TG can be customized to the following languages:EnglishGermanFrenchSpanishItalianPortugueseCzechNote: More languages will be supported by LIKE.TG in the near future.The multilingual support options have been added to the following features: customer portal, fields and forms, embeddable widgets and forms, email notification templates, and satisfaction surveys.Multilingual knowledge baseCommunication and information sharing in the LIKE.TG knowledge base tool has also been elevated with support for multiple languages. Clients can now effectively communicate in their preferred language.What’s more, content in the knowledge base can now be written in multiple languages. This ensures a personalized and engaging experience for end users.The key new features of multilingual support in the knowledge base include:a. Primary and secondary language supportAllows multiple language support in the help center. This enables you to quickly and easily set up your help center in your customers’ preferred languages.b. Translate categories and sectionsTranslate the categories and sections in your knowledge base so users with non-English languages can find relevant information fast.Translating the categories and sections of your knowledge base into multiple languages ensures a wider audience can access your knowledge base.c. SEO metadata for different languagesSet up SEO metadata like titles and descriptions in an article’s specific language.d. Article translation statusTrack the status of your article translations as either outdated or up to date. This makes it easy for authors to identify which articles require further work to keep clients supplied with current and accurate information.e. Keep different article versions and restore options in various languagesMaintain several versions of your articles in various languages. You can restore the articles to previous versions if necessary.f. Language-specific history and metricsMonitor your knowledge base article performance to ensure you optimize your content for better customer service.g. Multilingual tags and search optionsUsers can search for and tag articles in the help center in multiple languages.h. Search function improvementsWe have improved how search queries are processed and how search results are ranked to make the search function more effective and efficient.i. Knowledge base access restrictionsLimit who can access and view the knowledge base portal. You can allow either all users or just logged-in users.New features in activity modulePerforming activities within the ticketing system has been made easier with the following new features in the activity module:Attach files and images in comments: More easily share information and collaborate with othersFilter activities: Filter activities based on their type, date, and status to find any needed information.Add watchers to activities: Watchers get notifications whenever a new comment is added to an activity.Activity module filter in the global search page: Searching for activities in the global search page to easily find activities relevant to your work.Mention agents in comments: Get the right user’s attention.Clone activities: Create new activities based on those that already exist.New Activities tab in contact profile pageA new Activities tab has been added to the contact profile page in BoldDesk. It provides a list of all activities linked to a specific contact so you can quickly view that contact’s recent activities.New reports and analytics feature: Contact DashboardA new Contact Dashboard has been added to the reports and analytics of LIKE.TG for visualizing data based on contacts and contact groups.With this dashboard, you can see statistics about requests, tickets, and SLAs. You can also apply filters to inspect specific data sets.Insights into raw data behind different dashboardsYou can now view the raw data used to generate charts and graphs for SLA and agent performance dashboards. This gives you a deeper view of your customer service information.New advanced ticket filter optionsTo help you find tickets, new fields have been added to the advanced filter in the ticket module.These new fields include:Last Modified By: Filters tickets based on the last person to modify them.Last Replied By: Filters tickets based on the last person to reply to them.Ticket External Reference ID: Filters tickets using external reference IDs.Not All operator in the Tag field: Excludes all tickets with the specified tags.Multiple selection of the Subject field for keyword filtering: Allows you to search for tickets that have multiple keywords in the subject line.New generative AI integration coming soonA new generative AI feature powered by ChatGPT integration will be launching soon! This new feature will have the following exceptional capabilities:RephrasingShorteningElaborationGrammar CorrectionSummarizationSummaryWith these exciting feature updates to LIKE.TG, your customer support operations will thrive! Clients and support agents alike will have incredible experiences with the new features, like the multilanguage support and advanced ticket search options.With LIKE.TG, elevate your support team’s productivity with a highly efficient ticketing system and provide the best customer experience possible with the new features added in this release.Request a live demo or give these latest features a try with a LIKE.TG free trial. Reach out to our LIKE.TG support team if you have any questions.

A knowledge base is of no use unless individuals can locate the appropriate information, comprehend it, and apply it to their queries. The first impressions of 94% of website users are influenced by the website’s appearance.Undoubtedly, visuals greatly enhance the allure of a webpage or website. However, what role does design and visuals play in a knowledge base? In this blog, we will look at techniques to improve your knowledge base design and visuals. Tips to improve your knowledge base designAn effectively designed customer-facing knowledge base, utilizing self-service tools, can revolutionize a brand’s image. When designing a knowledge base website, visuals are an important aspect to consider.To find out more on best practices to improve your knowledge base, read this blog.Here are some visual design techniques to consider:1. Concentrate on the design aspectIn the realm of self-service tools, how can one define exceptional design? It ultimately boils down to the absence of friction. A design with minimal friction allows users to seamlessly benefit from a product.Consider the needs of your customers and choose a design that aligns with their requirements.Your customers desire quick answers, and it’s your responsibility to ensure they get them. To achieve this, you can:Incorporate a prominent knowledge domain search for users to instantly locate the information they need.Include links to your most popular articles on the homepage to prevent customers from navigating away immediately.By doing so, customers receive the answers they seek without sacrificing visual appeal.2. Your knowledge domain should be quick to loadOne factor that can deter your customers is the inability to view certain sections of an article.According to Go-Globe, 39% of individuals will cease engaging with a website if images wont load or take too much time to load. Ensuring a quick load time involves optimizing various elements such as:Using appropriate file formats: When it comes to images and other media, choose the right file format.Optimizing image size: Large image files can significantly slow download times. Resize and compress images to reduce their file size without compromising on quality.As users, we understand that each second spent waiting online can feel like an eternity. Therefore, confirm that your site loads as quickly as possible.3. Ensure your knowledge domain is device-compatibleYour knowledge base software must cater to users accessing it from various devices, such as smartphones and tablets.It is essential to enable your customers to self-serve from any location, and for this reason, ensuring your site displays accurately on different devices is crucial.A responsive knowledge base design provides an enhanced user experience regardless of whether a customer is using their laptop at home or browsing on their smartphone.Furthermore, search engines rank sites with responsive designs higher than those without them.4. Design to enhance readabilityWhen creating the appearance of your articles, it is essential to optimize them for readability, ensuring that users can easily comprehend your content.Large blocks of text may deter users, so it is crucial to utilize an appropriate font size and break up the text using bullet points, numbered lists, headings, and other formatting techniques.It is also essential to:Ensure that there is sufficient spacing between lines of text to prevent them from appearing too condensed.Refrain from using all capital letters in your articles, as it can be challenging for some individuals to read.Avoid underlining text within your content and reserve this formatting method for links.5. Ensure your knowledge center is interactiveIt is essential for your knowledge base articles to engage with your clients. An interactive self-service tool can significantly improve user experience and engagement by providing visually appealing and easy-to-navigate content.You can practice the following to make the self-help center more interactive:Use interactive elements such as quizzes or surveys to engage users and push them to interact with your articles. This can help reinforce learning and keep users interested in your content.Motivate users to share their opinions regarding your knowledge center content and use their suggestions to make improvements. This can assist you to identify areas where your content may need to be more interactive or visually appealing.6. Incorporate visuals in your self-service toolA picture holds the value of a thousand words, which is especially accurate in knowledge base software. Since individuals process visuals quicker than text, investing in this vital aspect of your design is advisable.Optimize your articles by incorporating visual components like images, videos, and screenshots to cater to various learning styles.To optimize the influence of your knowledge center, it is essential to incorporate relevant and captivating visuals that enhance your material.7. Ensure that your knowledge center is in line with your company’s brandYour website architecture needs to be designed with purpose, ensuring that the structure of your knowledge domain complements the information it contains.This involves maintaining visual consistency with other sections of your site and aligning the copy within the knowledge center with your overall site copy and brand tone.Elements such as UX design, tone of voice, grammar, and visuals should all represent your brand and feel intuitive to the customer.Possessing a comprehensive understanding of your intended audience will make this aspect of the process more manageable.Benefits of design in your knowledge base softwareWhat roles do designs play in a knowledge base?a. Designs embody your brand’s personaThe appearance of your knowledge base establishes your company’s identity.b. Improved design enhance the knowledge domain experienceBy providing better design representation, organization, and navigation within the knowledge base.c. Boost the authenticity of your messageEnsuring that your knowledge center aligns with your company’s branding guarantees that your customers recognize it as the official knowledge base.d. Transmit information more quicklyUndoubtedly, information presented in bullet points is easier to comprehend. However, when the same information is conveyed through images or videos, it is processed even more rapidly.e. Enhance the retention of informationPeople remember information better when it is presented visually rather than in text.f. Simplify complex informationDesigns can help break down complex ideas and concepts into more easily digestible formats. By simplifying complex information, designs can make the knowledge center more accessible and understandable to a wider audience.g. Designs are engaging and attention-grabbersThe design appeal of your knowledge center plays a crucial role in capturing the user’s interest.ConclusionOverall, the design of your knowledge base should be user-centric, visually appealing, and easy to navigate. By incorporating these knowledge base design techniques, you can design a knowledge domain that is informative, engaging, and effective.LIKE.TG provides the best help desk software with the best knowledge base design to enhance user-friendliness. Register for a free trial to explore its potential for your team.The LIKE.TG support team is constantly ready to assist with any inquiries.To see how LIKE.TG can be customized to suit your business requirements, kindly reach out to us to arrange a live demo.Related linksThe Importance of a Knowledge Base in an Organization7 Proven Best practices to improve your knowledge base7 Important Tips to Creating a Knowledge Base Effectively

Get ready to experience even higher levels of efficiency and streamlined customer support with the amazing, game-changing new features included in the LIKE.TG May feature updates!Experience powerful, cutting-edge latest features, like:Multilingual help deskMultilingual knowledge baseActivity module enhancementsNew contact dashboardInsights on raw data behind different dashboardsAdvanced ticket search enhancementsLaunching soon: Generative AI feature powered by ChatGPTLet’s learn more about the latest features in LIKE.TG! LIKE.TG May release updatesThe following feature updates have been added to the LIKE.TG product to improve customer support experience.Multilingual help deskCustomers who don’t speak English can now enjoy LIKE.TG with the new support for multiple languages. This multilingual help desk smooths interactions between support agents and clients by allowing them to set up the help desk in their preferred language.Currently, LIKE.TG can be customized to the following languages:EnglishGermanFrenchSpanishItalianPortugueseCzechNote: More languages will be supported by LIKE.TG in the near future.The multilingual support options have been added to the following features: customer portal, fields and forms, embeddable widgets and forms, email notification templates, and satisfaction surveys.Multilingual knowledge baseCommunication and information sharing in the LIKE.TG knowledge base tool has also been elevated with support for multiple languages. Clients can now effectively communicate in their preferred language.What’s more, content in the knowledge base can now be written in multiple languages. This ensures a personalized and engaging experience for end users.The key new features of multilingual support in the knowledge base include:a. Primary and secondary language supportAllows multiple language support in the help center. This enables you to quickly and easily set up your help center in your customers’ preferred languages.b. Translate categories and sectionsTranslate the categories and sections in your knowledge base so users with non-English languages can find relevant information fast.Translating the categories and sections of your knowledge base into multiple languages ensures a wider audience can access your knowledge base.c. SEO metadata for different languagesSet up SEO metadata like titles and descriptions in an article’s specific language.d. Article translation statusTrack the status of your article translations as either outdated or up to date. This makes it easy for authors to identify which articles require further work to keep clients supplied with current and accurate information.e. Keep different article versions and restore options in various languagesMaintain several versions of your articles in various languages. You can restore the articles to previous versions if necessary.f. Language-specific history and metricsMonitor your knowledge base article performance to ensure you optimize your content for better customer service.g. Multilingual tags and search optionsUsers can search for and tag articles in the help center in multiple languages.h. Search function improvementsWe have improved how search queries are processed and how search results are ranked to make the search function more effective and efficient.i. Knowledge base access restrictionsLimit who can access and view the knowledge base portal. You can allow either all users or just logged-in users.New features in activity modulePerforming activities within the ticketing system has been made easier with the following new features in the activity module:Attach files and images in comments: More easily share information and collaborate with othersFilter activities: Filter activities based on their type, date, and status to find any needed information.Add watchers to activities: Watchers get notifications whenever a new comment is added to an activity.Activity module filter in the global search page: Searching for activities in the global search page to easily find activities relevant to your work.Mention agents in comments: Get the right user’s attention.Clone activities: Create new activities based on those that already exist.New Activities tab in contact profile pageA new Activities tab has been added to the contact profile page in BoldDesk. It provides a list of all activities linked to a specific contact so you can quickly view that contact’s recent activities.New reports and analytics feature: Contact DashboardA new Contact Dashboard has been added to the reports and analytics of LIKE.TG for visualizing data based on contacts and contact groups.With this dashboard, you can see statistics about requests, tickets, and SLAs. You can also apply filters to inspect specific data sets.Insights into raw data behind different dashboardsYou can now view the raw data used to generate charts and graphs for SLA and agent performance dashboards. This gives you a deeper view of your customer service information.New advanced ticket filter optionsTo help you find tickets, new fields have been added to the advanced filter in the ticket module.These new fields include:Last Modified By: Filters tickets based on the last person to modify them.Last Replied By: Filters tickets based on the last person to reply to them.Ticket External Reference ID: Filters tickets using external reference IDs.Not All operator in the Tag field: Excludes all tickets with the specified tags.Multiple selection of the Subject field for keyword filtering: Allows you to search for tickets that have multiple keywords in the subject line.New generative AI integration coming soonA new generative AI feature powered by ChatGPT integration will be launching soon! This new feature will have the following exceptional capabilities:RephrasingShorteningElaborationGrammar CorrectionSummarizationSummaryWith these exciting feature updates to LIKE.TG, your customer support operations will thrive! Clients and support agents alike will have incredible experiences with the new features, like the multilanguage support and advanced ticket search options.With LIKE.TG, elevate your support team’s productivity with a highly efficient ticketing system and provide the best customer experience possible with the new features added in this release.Request a live demo or give these latest features a try with a LIKE.TG free trial. Reach out to our LIKE.TG support team if you have any questions.

Brands rely on customers to thrive. Thus, satisfying customers is necessary for your business to succeed. One crucial aspect that affects customers’ contentment is how promptly their concerns are addressed.Research indicates that nearly a third of customers anticipate receiving an email reply from businesses in under an hour.If your response time exceeds this, you may miss out on fulfilling customers’ expectations and lose significant business opportunities.Do you struggle with reducing your customer service response time due to an overwhelming number of support tickets? Fear not, as we have the solutions.This article will explore the ins and outs of first response time in customer service and provide ten exceptional methods to minimize it. What is first response time in customer service?In today’s customer service, the primary goal is to enhance the first response time, which refers to the time that elapses between receiving a customer service ticket and an agent providing the initial response.Responses generated by automation are not considered in calculating a company’s initial response time.Whether the ticket is about responding to a product inquiry, handling an unhappy customer, or finalizing a sales deal, prompt responses can significantly impact the outcome.First response time is an essential customer support KPI that you cannot ignore.Focusing your customer service efforts on minimizing it has the potential to enhance customer satisfaction, boost conversions, and even regain lost customers.How to measure first response timeTo be prominent in their respective markets, businesses need to set an exceptionally fast first response time as one of their performance standards.Record individual ticket response times by measuring the time elapsed between when a ticket is created and when the agent adds an initial response. Then, take the average of all your first response times in a set period by using the following formula:The best tips to improve first response timeAfter measuring first response time, it is necessary to closely examine and evaluate the data for patterns.This allows you to discover what causes delays in first response time, determine which agents respond the quickest, and interrogate how those agents are the fastest—these are crucial questions that must be answered to steer improvement efforts in the right direction.The following are ways to improve first response time:1. Train your agentsTraining and developing your team give it a strong foundation to rely on to pursue faster response times. Your customer service staff represents your business and helps resolve issues for clients. Here are some training tips:Encourage your team to focus on improving communication, problem-solving, and conflict-resolution abilities.Ensure that your agents have an in-depth understanding of your support policies and practices.Invest in your agents’ knowledge of and skills with the product or service to improve their customer service performance and enhance the customer experience.When agents possess comprehensive knowledge of the product, they can respond to customer inquiries more efficiently, reducing the time spent searching for answers.2. Take advantage of customer service softwareManaging customer emails and tickets manually is a daunting task. If you’re dependent on traditional approaches to addressing customer inquiries, achieving quick response times will be nearly impossible.Luckily, there are numerous customer service software options available that can simplify your workflow and lighten the load.Some help desk software empowers teams to access and respond to customer inquiries from various platforms, including social media, emails, web chat messages, and more, all from a unified dashboard.You can arrange inquiries according to various criteria, such as the date and time of receipt, priority, and subject matter.3. Create an adequate knowledge baseProviding customers with the opportunity to help themselves can often be the most effective form of support. This can be achieved by:Providing customers with fast and easy access to information without the need for individual assistance.Creating a comprehensive knowledge base that includes product guides and tutorials, establishing a self-service platform for your customers that will reduce the number of tickets created.When the incoming ticket volume is reduced, your support team achieves better response times and boosts agent efficiency. Agents are freed up to focus on intricate and pressing cases.4. Prevent agent burnout and reduce multitaskingEven the most productive agents may lose their drive to meet their targets when they experience burnout.When a large number of support tickets accumulate in their inbox, it can cause anxiety for agents and hinder their ability to meet response time targets.Managing multiple conversations simultaneously and responding to customer emails in between phone calls or live chats is an unrealistic expectation. It is not a sustainable practice.Therefore, your support team should pursue methods that maintain agents’ motivation, such as following a timetable that allows agents to concentrate on a particular channel for a few hours.This technique can enhance precision and excellence, translating to fewer interactions and quicker resolutions of customer concerns.5. Set targets and track response timesSetting measurable goals is essential to enhance average response times. At minimum, you should:Develop a strategy outlining how you will attain your objectives within a defined period.Establish targets that are tailored to individual communication channels.If you fail to define and track relevant KPIs like the average time for first response, handling time, and number of resolved tickets, it’s easy to lose track of how effective your support team is.Conducting thorough assessments before outlining the KPIs you plan to measure will provide valuable insight into staffing sufficiency, acceptable benchmarks, and areas for growth.Establish realistic goals and communicate them to your customers to manage their expectations.6. Prioritize tickets and categorize themCustomer tickets vary in urgency and importance. Some have the potential to cause significant issues if left unaddressed, while others may not be as severe.Therefore, it is important to categorize customer tickets according to their level of criticality or urgency.Though tickets have different priorities, each one is an issue that must be solved. The ultimate goal of customer support is to resolve each issue as swiftly as possible.To quickly solve critical queries or tickets from valuable clients, it’s advisable to assign proficient and well-experienced agents to them.This will give less experienced staff to address simpler concerns and become more comfortable in performing their duties.7. Prepare customer service response templatesIt is likely that a significant portion of your support tickets will be similar, if not outright the same.Instead of having your team create unique responses to identical inquiries, you can provide them with pre-written email templates to simplify their work.This approach not only hastens your response time, but also ensures consistent communication.By utilizing scripts and email templates, your team can avoid the repetitive task of typing the same answer to frequently asked questions, resulting in more efficient and more prompt responses.Over time, you will notice recurring queries. Ensure that your customer service team is equipped to handle these matters swiftly.8. Create an FAQ pageAn FAQ page, like a knowledge base, gives customers the ability to find their own solutions. Having a well-crafted FAQ can be a significant time-saver for both your company and service representatives in addressing user concerns.Be sure to provide a link to your FAQ page in various communication channels, such as email, websites, automated messages, and social media profiles.9. Establish a standard processBusinesses may struggle to improve their response time if they lack a proper structure or process for providing support.The most successful organizations establish clear procedures that make it simpler to handle customer service communication.Establishing a standard procedure for handling customer service inquiries is critical to ensure prompt and efficient responses.The procedure should address who should respond to inquiries, how queries are prioritized, and how long a ticket with a particular urgency should take to resolve.This enables everyone on the customer service team to know how to handle inquiries as soon as they arrive. When the correct process is in place, reducing customer response time is no longer a difficult task.10. Employ more agents when necessaryInsufficient staffing in customer service departments is a common cause of slow response times for many organizations.If you have all the previously mentioned techniques in place and are still struggling to achieve your response time objectives, it may be time to enlist additional customer service specialists to manage the workload.The important thing to keep in mind in this situation is that though it is easy to add more personnel to handle your ticket load and connect with customers, you need to account for the training and onboarding time required for them to make a noticeable impact.On the other hand, if the long response times is a sudden, short-term problem, you could ask members of operations or development teams to assist the customer support team on a part-time basis, such as an hour or two per day.Why is improving first response time so important?Businesses can significantly enhance the customer service experience and distinguish themselves from competitors by improving response times. Focusing on achieving optimal response times can deliver the following rewards to your company:Improve customer service efficiencyEfficiency means accomplishing more tasks in less time without exhausting your agents. Prioritizing response and resolution times ensures agents concentrate on essential tasks.Service representatives manage their schedules effectively and handle a higher number of tickets than the average agent.Improved customer satisfaction is associated with a low first response time.Knowing the first response time helps support team leaders identify necessary actions to decrease it and prevents customers from experiencing long wait times that may lead to frustration. Dissatisfied customers are more likely to switch to a competitor.Boost customer loyaltyPrioritizing customer service is crucial for brands as it engages customers and attracts potential customers. The loyalty of customers toward big brands like Apple is a testimony to this fact.By providing prompt support, brands can improve the overall customer experience, satisfy customers, and ensure customer retention. It is the positive customer experience that encourages customers to return.Enhance customer satisfaction and agent efficiencyCustomer service excellence doesn’t always entail resolving a customer’s issue on the first contact.Sometimes, acknowledging their email and informing them that you’re working on a solution is sufficient to keep them satisfied temporarily while also allowing your customer service team some breathing room.If the problem cannot be solved right away, your primary objective when responding initially is to recognize the customer’s issue, inform them that a representative has been assigned to their ticket, and give them a timeframe for when they can anticipate a solution.By sending a comprehensive initial response, you can ensure that customers remain content and understanding while your team focuses on their follow-up.Reduce support team workloadAlthough achieving fast response times may seem daunting, slow responses can actually increase the workload of your customer support team.If you fail to assist a customer promptly, they may contact your company multiple times through various channels, resulting in multiple support tickets for a single issue.This can overwhelm your team and cause unnecessary confusion, which could have been avoided by responding to the initial query promptly.Quicker resolutions make more moneyThere are numerous situations wherein promptly addressing a customer’s inquiry can result in increased revenue for your business.For instance, if a customer has a query about your product, responding swiftly could prevent them from exploring alternate products, potentially resulting in a sale that you may have otherwise missed out on.Improve your company’s reputationYour brand image can suffer due to slow response times, regardless of whether it is fair. As a business, it is important to foster brand loyalty and maintain returning customers, but slow response times can impede this goal.Bear in mind that customers anticipate rapid response times due to the abundance of companies that can fulfill those expectations.If your company fails to keep up with the customer service standards set by your competitors, your brand reputation will be negatively impacted.Potential buyers will also take notice of a company that provides exceptional service. Your market and rivals will acknowledge your brand as one that responds promptly to customer needs.Higher customer satisfactionProviding a prompt solution results in a favorable brand reputation and promotes customer satisfaction. When satisfaction scores are elevated, customer lifetime value is also increased.If you respond to your customers promptly, it indicates that you value their concerns, prioritize their needs, and go beyond their anticipated level of service.Better handle changes in ticket volumesBy monitoring and analyzing the first response time, you can develop strategies for agent productivity, staffing levels during peak periods or outages, scaling up or down for seasonal demands, and other factors.Develop empathy in your support staffBy correlating the first response time with customer satisfaction, you can gain valuable insights into how customers react to long waiting times.A high first response time can lead to customer churn and negative word-of-mouth, whereas a low one can leave customers feeling satisfied and happy.It is a common misconception among customer service representatives that they can delay responding to a question until they have all the necessary information.Even if agents are waiting for more information from the customer, it is vital that the customer and their problem be acknowledged promptly.Because the first response time indicates how quickly customers are informed that their problem is being addressed, it is often more critical than the overall resolution time.ConclusionIn our personal lives, prompt replies to messages leave a positive impression, while delayed responses or no response at all can be aggravating, disappointing, or both.Because customers expect a certain value delivered in exchange for their money, businesses are held to a higher standard and are obliged to treat customers with respect.The speed of customer service is crucial as it makes customers feel valued, but also determines their likelihood of returning. Perhaps even more important than resolving a customer’s issue is how fast the company’s first response time is.Schedule a live demo to discover how LIKE.TG can help your business improve its first response time. Start a free trial to explore its many capabilities. If you have any questions about the product and its features, feel free to contact the LIKE.TG support team.Related blogsWhat is Average Handle Time and How to Minimize ItTime to Resolution: What It is and How to Calculate and Reduce It in Customer Support7 Best Techniques for Reducing Customer Service Response Time

With businesses offering nearly identical products and services, customers can switch to a competitor when even slightly inconvenienced.In fact, a study by Emplifi revealed that86% of consumerswould leave a brand after as few as two poor experiences.It is therefore crucial for companies to focus on delivering outstanding customer experiences to retain clients and foster long-lasting relationships.Two elements make up a company’s comprehensive customer management approach: customer support and customer service.This blog explores the crucial distinctions that set them apart from each other. What does customer support mean?Customer support refers to a range of services provided by a company to its clients, aimed at assisting them in effectively utilizing the products or services offered.This includes responding to questions, providing guidance, troubleshooting issues, and offering resolutions to problems encountered by customers.What does customer service mean?Customer service refers to the range of activities and interactions a company engages in to meet, address, and exceed customer needs and expectations.It involves maintaining client satisfaction and a positive brand image by:Providing pre-sale and post-sale assistance.Troubleshooting customer issues.Delivering tailored products or services.Offering expert guidance.Fostering effective communication channels.The difference between customer supportand customer serviceThe fine line between customer support and service can often seem blurred.Understanding the methods employed, unique roles and objectives, time frames, and the metrics for assessing each function will help foster long-lasting, loyal relationships with your customers.1. MethodologyCustomer support is primarily reactive in nature. It involves responding to customer inquiries and resolving issues as they arise.Client support teams typically engage with customers either in-person or remotely through phone conversations, ensuring their concerns are promptly resolved.Customer service encompasses a broader range of activities designed to not only address customer concerns and issues but also to prevent them from occurring in the first place.This involves measures such as predicting customer needs, providing relevant information, and ensuring a seamless experience.Client service may also include reactive measures that involve promptly addressing customer complaints and resolving issues to enhance customer satisfaction.2. ObjectivesThe main objective of client support is to offer quick and effective assistance to customers whenever they encounter problems when using a company’s products or services.On the other hand, client service encompasses a broader range of activities that ensure customers have a positive and seamless experience when interacting with a company.3. Key performance indicators (KPIs)Since each of these client-facing departments has distinct goals and approaches, companies use different types of customer experience metricsand key performance indicators (KPIs) to evaluate performance.A survey by Businesswire concluded that “The top needs for improving customer experience are more real-time insights (46%), gathering more customer data (40%), and greater analysis of customer data (38%).”The KPIs for measuring the successes and failures of your client support teams are:First response time (FRT)assesses the average time it takes to respond to a customer query.Resolution rate refers to the percentage of tickets resolved.Customer effort score measures the perceived effort a client exerts to have their issue addressed.Customer satisfaction (CSAT) score measures the overall satisfaction of customers with the support provided.The KPIs for evaluating customer service are more intricate compared to those for client support.They include the following:Upsell rate tracks the number of times a team successfully convinces a client to make additional purchases.Customer churn rate measures the rate at which customers cease conducting business.Customer effort score, like client support, also gauges the ease with which customers can get their issues resolved by client service teams.The table below summarizes the differences between the KPIs for measuring each function.4. Duties and responsibilitiesCustomer support agents employ excellent communication and conflict resolution skills to empathize and adapt to different customer personalities and situations.They have a deep knowledge of the products and services offered and hence play a significant role in creating knowledge base articles.They leverage technology and multiple communication platforms to:Provide prompt response to customer inquiriesResolving diverse customer problemsEscalating complex ones to higher levelsProviding product and service informationMaintaining inventory and system maintenance recordsOn the other hand, customer service involves a wide range of responsibilities, such as:client on boarding,pre-sales assistance,guidance throughout the purchasing process,and after sales services.Client service teams focus less on the technical aspects of products and more on providing value to customers at every interaction.5. Revenue generationSupport teams play a crucial role in the overall success of a business. While traditionally viewed as a cost center, the support department can significantly contribute to revenue generation.Support agents are often the first point of contact for users facing issues. Providing timely and effective solutions can enhance the client experience, leading to improved customer satisfactionand loyalty.Satisfied clients tend to buy again and recommend the business to friends and family, indirectly contributing to revenue growth.Customer service is the frontline of interaction with users. During user interactions, customer service agents can identify opportunities for upselling and cross-selling.By understanding customer needs and offering relevant additional products or services, customer service can drive sales and contribute to a company’s revenue.Excellent customer service can also help reduce the customer churn rate.6. TimelinesClient support deals with solving customer issues when using a product or service.It is focused on the present, often involving troubleshooting, providing technical assistance, and solving problems as they arise.On the other hand, client service deals with all interactions a customer has with a company, from the pre-purchase to the post-purchase stages.Customer support vs. Customer service: Comparison chartComparison factorsCustomer support Customer serviceDefinitionCustomer support encompasses a variety of services designed to help customers use a product in the most cost-efficient and appropriate way.Customer service involves the provision of professional assistance to individuals who purchase or use a company’s products or services.GoalTo improve customer satisfaction, establish robust customer relationships, build trust and foster customer loyalty.To aid users in resolving their issues and ensuring a smooth and seamless experience with the product or service.FocusCustomer interactions, which include sales, inquiries, and overall customer experience.Diagnosing issues, resolving problems, providing technical support, and problem-solving.EffortSingle teamSingle teamSkills requiredStrong interpersonal and communication skillsEmpathyPatienceActive listening skillsProblem-solving capabilitiesTechnical proficiencyProblem-solving abilitiesAnalytical reasoningComprehensive understanding of the productMetricsCustomer satisfaction (CSAT)Net promoter score (NPS)Customer retention rateFirst call resolution (FCR)Response timeAverage handling time (AHT)First response time (FRT)Customer effort score (CES)Customer churn rateApproachClient support operates in a reactive manner, providing service only when the customer initiates contact for assistance.Customer service is reactive, mainly concentrating on handling issues reported by customers and providing timely responses to support requests.TimelinesInteractions with client support are transactional; they have a start and finish.Customer service prioritizes addressing clients’ immediate needs by resolving issues or answering queries to enhance their immediate experience and perception of the company.ConclusionAs we have seen, the differences between the two functions are quite subtle.While it is essential to have separate departments for each to clearly define their responsibilities, they should also be able to collaborate to aid clients on their journey to customer success.Consider LIKE.TG the best help desk to manage these teams and improve the experience you give to your clients.Contact us to set up a live demoto learn how LIKE.TG functions and may be tailored to suit the unique needs of your company. Sign up for a 15-day free trialtoday.Related articlesThe following are other articles related to this topic:Best Ways to Build and Organize a Customer Support Team.Effective Guidelines for Customer Service for Any Business.

We are proud to announce that LIKE.TG has been recognized as a High Performer in the G2 Summer 2023 Grid® Report! In the past few months, LIKE.TG has seen tremendous growth by consistently pushing the limits of innovation, product excellence, and client experience.This recognition arrives just a few months after completing SOC 2® Type 2 compliance certification and securing Crozdesk’s Quality Choice Award and Happiest Users Award. About G2 G2 is a reliable software review resource that allows users to discover, research, and review software. Every year, G2 assists more than 80 million users make well-informed software choices by utilizing data-driven insights and reports derived from genuine user reviews and market patterns.Software companies that excel in the categories of performance, customer support, customer satisfaction, and other criteria receive awards from G2 based on their achievements in these areas.What is a High Performer?Every quarter, top-performing software solutions with exceptional customer satisfaction ratings in their respective fields receive the High Performer designation from G2. This designation is based on genuine customer reviews of a company’s products, services, and overall user experience.G2’s algorithm ranks products based on reviews gathered from social media and online sources, as well as feedback directly from G2 users, to identify a High Performer.The G2 High Performer award is a symbol of reliability and showcases LIKE.TG’s dedication to providing top-notch customer experiences.LIKE.TG aims to surpass customer expectations, and this award is a testament to this effort. That is why LIKE.TG is currently rated as:8.3 for meeting user requirements8.9 in ease of set-up9.3 for ease of use9.5 in quality of support8.9 for the likelihood to be recommended to othersHigh Performer Summer 2023 BadgeWhy do users love LIKE.TG?LIKE.TG is sophisticated help desk software that uses innovative customer support tools and self-service features to streamline customer service.LIKE.TG provides:An efficient, end-to-end ticketing system for your support team.A complete task management system that boosts productivity.Robust knowledge base software that fosters self-service and knowledge transfer.A multilingual help desk that bridges language barriers for enhanced support.Efficientautomation for repetitive tasks, saving users time.Seamless integration possibilities with your favorite applications.Unlimited customization options that let you make the help desk your own.Flexible APIs and webhooks that let you build exactly what you need.A fully customizable and user-friendlycustomer portal.Insightfulanalytics and reporting on functionality and performance.Top-notchsecurity and privacy that protects user data.Check out LIKE.TG reviews on G2.ConclusionG2’s acknowledgment is remarkable. We at LIKE.TG are thrilled that our customers recognize and appreciate the value we endeavor to deliver.We would like to express our gratitude to all our clients who submitted reviews and continue to utilize our services. This award motivates us to go above and beyond in developing solutions that help drive businesses to achieve their goals.Schedule a30-minute live demo with us to realize how LIKE.TG can help revolutionize your customer service, or sign up for a 15-day free trial with instant access to discover firsthand what sets us apart. Pleasecontact usif you have any questions—we would love to hear from you.

In today’s extremely competitive business landscape, standing out from the crowd is no longer just about what you are selling, it’s also about how you are selling it. To secure long-term business success, it is essential to deliberate which customer engagement strategies and customer follow-up policies to adopt.89% of customers are likely to make repeat purchases with companies that offer excellent customer service. Therefore, the importance of providing an outstanding customer experience cannot be overstated.Get ready to discover proven client engagement strategies that will revolutionize your customer support system and take your business to the next level. What is customer engagement?Customer engagement involves the continuous nurturing of a relationship between a business and its consumer, extending beyond just transactions.It’s a deliberate, regular strategy employed by a business that ensures every customer interaction is valuable, thereby enhancing loyalty.It can be achieved through marketing initiatives, internet content, and outreach via social media, mobile, and wearable devices.It’s crucial for businesses to stay updated on their customers’ changing needs, uphold and enhance their brand reputation, and ethically utilize customer data to improve customer experience.Engagement isn’t limited to the interaction between customers and employees or the product, but an active community can also enhance customer engagement.Why is customer engagement important?Customer engagement is crucial for businesses for several reasons:Boosting revenueThe more engaged a customer is, the more likely they are to make repeat purchases. This increases overall revenue for a business.The expense of attracting new customers can often exceed the cost of retaining existing ones.Strategies to engage customers can prolong their interactions beyond their first interaction or purchase, reducing customer turnover.Engaged customers typically turn into recurring customers.Regular customers who have a positive experience with your brand are likely to spend more compared to infrequent shoppers.Brand awarenessThe way customers view a brand and its values greatly influences their buying habits, loyalty to the brand, and their advocacy for it.Customers who are engaged are more likely to promote the brand. Their positive experiences can be shared with their network, thereby expanding brand recognition.Engaging customers effectively creates a memorable and lasting image of your company, enhancing your brand’s visibility in the market.By concentrating on delivering a superior customer experience, you can establish a faithful customer base that promotes marketing through word-of-mouth.Useful client feedbackCustomer engagement allows brands to gather valuable feedback and insights about their customers’ preferences and needs.Utilizing surveys, social media posts, or questionnaires can help you acquire customer feedback.This understanding can be used to improve products or services, ultimately resulting in increased customer satisfaction.Improved customer trust and retentionEngaging often with customers enhances their loyalty to the brand by creating emotional connections. A robust engagement strategy will enable you to:Continuously understand your customers’ opinions about your product or serviceAppreciate their valued qualities.Pinpoint any areas needing enhancement to deliver a superior experience.Utilizing data and personalization throughout the customer journey can improve customer interactions.By making your customers feel acknowledged and valued, you can help reduce customer churn. Demonstrating authentic interest in your customers increases the chances of repeat purchases.Upsell and cross-sell opportunitiesUpselling and cross-selling also provide opportunities to create new revenue streams. For instance, a software company might upsell premium features or cross-sell complementary software to existing customers.By offering upsell and cross-sell opportunities that meet customers’ needs, businesses can increase customer retention and sustain long-term profitability.Building a communityWhen a business fosters a community, it gives customers a sense of belonging. Engaging customers can assist in creating a community and encourage them to share their interactions with your brand and other customers who share similar interests.Regular and meaningful customer engagement can build customer trust. Customers who have faith in a brand are more likely to remain loyal and keep transacting with the company.What is a customer engagement strategy?A customer engagement strategy is a well-planned approach for creating a consistent positive experience that keeps customers coming back to your product or service.Customer engagement strategies involve creative and well-timed interactions with customers in order to:Grab their focus.Provide them with the best possible experience.Keep them interested in your brand.Top customer engagement strategies you should tryA thriving business has a strong customer engagement plan at its core, which focuses on fostering emotional connections, loyalty, trust, and advocacy among customers.So, how does a business achieve this? Let’s explore eleven smart customer engagement strategies that you should leverage:1. Know your customers and their journeysBefore initiating any customer engagement plan, it is essential to understand who your customers are and how they interact with your brand.Start by identifying key stages like:How they discovered your product.Their assessment of your product.Any problems they encounter.The resolution of those problems.This will reveal the overarching customer needs and behaviors, as well as identify opportunities for engagement. Gain insights into your customers’ behaviors by examining factors such as purchase history, browsing history, product preferences, and frequency of purchases.This understanding enables you to develop customer profiles and devise targeted client engagement strategies that effectively engage each customer demographic in a way that yields results.2. Share your story55% of people say they would consider purchasing from a brand after reading a compelling story. Share authentic and relatable stories about your brand and its values to establish an emotional connection with your customers and create a sense of community.Let your customers know:Your personal experiences.The various obstacles you have encountered along the way.The innovative strategies you employed to overcome obstacles.Present this information in a manner that is both engaging and relatable, allowing your customers to identify with your story. To see how this works, read LIKE.TG’s story.3. Improve the appearance and user experience of your websiteA well-designed website with a visually appealing interface, clear navigation, and engaging content is an important customer engagement marketing strategy. Adding videos to your website can significantly boost audience engagement. Leveraging AI-generated videos makes this process even more efficient and impactful. It not only attracts more visitors but also encourages them to spend more time exploring your offerings.Improve your website’s look and feel to:Reinforce your brand’s image.Build trust with potential customers.Drive organic traffic.Increasing the likelihood of conversions.Apart from highly ranking in search engine results, a well-designed website will offer:An optimized performanceFast loading timesA seamless functionalityMulti-device compatibility4. Create a customer loyalty recognition and reward programRecognizing loyal customers is a strategic customer engagement plan to foster a strong sense of connection and value between a company and its clientele.Develop enduring relationships with customers who continually engage with your brand by offering redeemable points, discounts, and exclusive offers.5. Provide personalized customer experiencesA study conducted by Twillio revealed that 60% of consumers become repeat buyers after a personalized purchasing experience. It is therefore imperative to make your customers feel valued and understood by creating personalized experiences that cater to their individual preferences.By tailoring content, recommendations, and interactions based on past purchases, browsing history, and demographics, you can build deeper relationships with your customers.Customization will not only distinguish your business from others, but it will also improve the customer experience, leading to greater satisfaction, loyalty, and advocacy.6. Set up convenient support channels for your customersLong gone are the days when it was enough to provide customers with a support line. Modern-day clients desire various modes of interaction, and above all they seek prompt responses.Having an omnichannel plan in place to provide 24-hour support is a vital customer engagement plan that will allow customers to easily access assistance and communicate with your business.Provide customers with multiple support options, including live chat, email, phone, and social media.By setting up various support channels, you can:Allocate agents to manage inquiries from each channel.Address problems swiftly.Accommodate a wide range of customer preferences and requirements.Collect crucial customer feedback.Obtain a deeper understanding of customer behavior.These advantages will help enhance the overall customer experience and boost customer engagement.7. Add value at every interaction you have with your customersIt is essential to approach each interaction you have with your customer as distinctive.Make every interaction you have with your customers count by:Communicating effectivelyActively soliciting feedbackUnderstanding their needs, preferences, and expectationsProviding prompt responsesOffering personalized and relevant experiencesConsistently refining deliverables based on customer inputBy cultivating a culture centered around customers, you can establish an emotional bond with them, which consequently enhances customer engagement and overall business success.8. Encourage customers to share ideasEstablishing a collaborative environment with your clients is an important customer engagement plan that will help you:Establish a sense of communityFoster open customer communicationPromote innovative thinkingOffer targeted customer experiencesStay ahead of customer needsBoost customer satisfaction levelsBuild lasting relationshipsAcknowledge and appreciate customers whose recommendations were feasible and have been implemented, to encourage more customers to share their ideas on enhancing their experience.9. Provide conversational customer supportConversational customer support should be one of the top customer engagement strategies for businesses looking to enhance customer satisfaction and nurture lasting, fruitful relationships.To encourage transparent communication across all your channels, give customers the impression that they are speaking to a real person.To achieve this, you can:Initiate brief casual conversations.Adopt a warm, friendly tone.Incorporate client-specific details in chats and canned responses.Avoid using overly formal language.Pose questions to stimulate conversations.Creating a sense of concern and familiarity builds customer trust and satisfaction, which results in increased customer retention and brand advocacy.10. Offer an exciting customer onboarding experience63% of customers believe that the onboarding period plays a vital role in determining whether to subscribe to a product or not.Therefore, it is important to offer an engaging onboarding experience to induce strong customer engagement and establish a foundation for a long-lasting business relationship.An excellent approach for achieving this is to:Provide a captivating introduction to your product or service.Set up transparent communication with new clients.Follow up on their progress.Complement the process with educational materials.Customize experiences according to the user’s preferences.A well-executed onboarding experience:Serves as a powerful marketing tool.Facilitates seamless product adoption.Sets the right tone for subsequent engagements.Enables you to cultivate a loyal client base.11. Boost customer engagement by empowering your support staffEmpowering your support staff provides them with the autonomy, skills, and resources to effectively address the diverse needs of your clients.Promote a culture of ongoing learning and growth to enable your staff can acquire a deep knowledge of your products and services, allowing them to offer proactive, customized, and efficient solutions to customers.Additionally, empowered support staff are more likely to take responsibility for their work, show greater job satisfaction, and actively participate in enhancing processes.How to measure customer engagementAn effective customer engagement strategy fosters brand loyalty, boosts sales, and reduces customer churn. But how do you know if your strategy is working?To gauge the effectiveness of your customer engagement initiatives:1. Define your goalsDetermine the improvements you want to achieve for customer engagement. Is it increased website traffic, higher social media interaction, or more repeat purchases? Defining your goals enables you to focus your efforts and select relevant performance indicators.2. Identify key performance metricsEstablish specific and relevant KPIs to help you track progress and pinpoint areas of strength and weakness in your strategy. There’s a range of metrics to consider, depending on your goals:Customer satisfaction (CSAT):CSAT surveys measure how satisfied customers are after engaging with a business.Net promoter score (NPS):Determines customer loyalty and satisfaction by evaluating how likely customers are to recommend your products or services to others.Customer effort score (CES):Evaluates how easy it is for customers to complete certain tasks like finding information on your website.Social media engagement metrics: These metrics track how customers interact with your brand across social media platforms, including brand mentions, likes, comments, and shares.Pages per session: This metric measures the number of pages (e.g., blogs or landing pages) a customer navigates through in a single visit to your website.Customer retention rate:This tracks the number of customers your company has retained over a specific period.Customer churn rate: This metric calculates the percentage of customers who stop using your product or service during a certain period.Average session duration: This metric shows the average time customers spend on your blog or landing page in a single visit.Conversion rates: This metric measures the percentage of customer service interactions that result in a sale, a subscription, an upgrade, or any other type of conversion that is beneficial to the company.3. Choose the appropriate toolsSelect the right tools to gain a holistic view of how customers interact with your brand across different touchpoints.These tools include:Contact management systemsWebsite analytics platformsSocial media monitoring software4. Continuously analyze and refine your strategyRegularly track your customer engagement metrics to identify trends, measure the success of specific engagement initiatives, and make data-driven decisions to optimize their effectiveness.Additionally, always gather customer feedback to gain insights into individual customer behavior and preferences and use this data to improve your strategy.Best 5 customer engagement examplesHere are some successful customer engagement examples:NikeNike’s customer engagement strategy stands out due to its membership-based club applications, which are centered around assisting users in achieving their objectives. These membership-based club applications include:Nike Run Club: Nike engages its customers through the Nike Run Club app, where users can track their runs, get personalized coaching plans, and share their achievements with a community of runners. This not only promotes the use of Nike products, but it also creates a community around the brand.Nike Training Club: Similar to the Nike Run Club, this app offers fitness enthusiasts workout plans and guidance, thus strengthening customer engagement.The brand also operates an exclusive Nike Membership program that offers member-only styles, free shipping, special deals, and more.CanvaCanva boasts a large user base spanning several nations. They maintain an active and engaged customer base by offering:Interactive tutorials: Canva provides interactive tutorials to help users create designs. This engages users by helping them learn how to use the platform while also creating content.Social media engagement: Canva actively engages with users on social media platforms like Facebook, X, and Instagram. They share user-generated content, respond to comments, and post relevant content to engage their audience.Challenges and contests: Canva often runs design challenges and contests inviting users to engage with the platform and showcase their design skills. They also conduct the #CanvaDesignChallenge campaign, which is promoted through email and social media, to motivate customers to use their product.SpotifySpotify links with music enthusiasts around the globe via its vibrant Spotify community. Spotify frequently offers unique value propositions to its customers by routinely providing them with customized playlists that reflect their listening preferences. Spotify customer engagement strategy involves:Personalized playlists: Spotify engages its users by creating personalized playlists based on their listening habits.Social sharing: Spotify allows users to share what they’re listening to on social media platforms, encouraging engagement not just within the Spotify app, but across other social networks as well.Coca-ColaCoca-Cola has several customer engagement techniques:“Share a Coke” campaign: Coca-Cola’s “Share a Coke” campaign was a perfect example of customer engagement. They replaced their traditional logo with the most popular names, encouraging customers to buy a Coke bottle with their name on it and “share a Coke.” Their sales saw a significant boost due to the huge success of the campaign.Coke Studio: This music television series sponsored by Coca-Cola brought together different artists to collaborate and create unique music. This engaged customers not only with the brand but also with the music, creating a strong emotional connection.Coke Rewards Program: Coca-Cola’s rewards program encouraged customers to collect points from product purchases and redeem them for prizes. This program not only increased sales but also fostered customer loyalty.SlackSlack has become a vital tool for many professionals. Slack understands the significance of its software in its users’ lives and the role it plays in fostering an “always-on” culture. To address this, Slack has the following engagement techniques:Personalized onboarding: When a user signs up for Slack, they receive a personalized onboarding experience. Slack guides users through the various features and functionalities, ensuring they understand how to use the platform effectively.Slackbot: This is an automated assistant that helps users navigate the platform. It answers questions, provides tips, and prompts users to complete tasks, engaging them and enhancing their user experience.User community: Slack features a user community where individuals can exchange their experiences, pose questions, and offer feedback. This engages users, making them feel a part of the community, and it improves the platform based on users’ needs.Regular updates: Slack regularly updates its platform with new features and improvements, keeping users engaged and interested. Updates are communicated via email, in-app notifications, and through their blog.Forge stronger bonds with smart customer engagement strategiesTaking proactive approaches in enhancing the interactions you have with customers can significantly impact your business’s overall success.It is, however, pointless to have customer engagement strategies with no tools to help you implement them.Check out LIKE.TG, which presents robust tools that will help you execute and evaluate these strategies effectively.Get in touch with our support team to schedule a 30-minute live demo to see how LIKE.TG’s features can be customized to accommodate your business’s needs. You can also begin a 15-day free trial today.Related articlesCheck out the following related articles:Customer retention strategiesCustomer follow-up strategiesCustomer support operations

As an innovative business, we strive to understand how to better serve our customers and make their experience with us as rewarding and successful as possible. That’s why we are excited to announce the launch of a new feedback portal in LIKE.TG, our extremely user-friendly customer support platform.With this intuitive tool, it is now easier than ever for you to express your thoughts on how LIKE.TG can further elevate your service experience. In addition, you can submit feature requests or report bugs in the feedback portal.You can also view feedback submitted by other users and vote on the issues you think are most important. With the feedback portal, we hope to better understand common interests and concerns, allowing us to make meaningful improvements to BoldDesk. We are eagerly looking forward to your feedback and working together to make LIKE.TG the best product it can be! Using the feedback portalLIKE.TG’s feedback portal is straightforward and user-friendly. It provides a central location where you can:Share feedback on all LIKE.TG features.File bug reports for any problems you encounter.Vote on feedback from other users to move it higher up our priority list if you it’s something you think will be widely beneficial.Comment on other users’ feedback if you have any concerns or questions about it.Submitting feedbackTo start using the feedback portal, just log in with your LIKE.TG account or register a new one. After logging in, you’ll see the following page:Here, you can see feedback from other users as well as your own. You can submit new feedback at any time by clicking Create feedback at the top of the page. You’ll be presented with a Post Your Feedback dialog where you can select whether the feedback is a feature request or bug report and then provide a description and any necessary attachments. You’ll also see the option to set your feedback as public or private.Public feedbackPublic feedback can be seen by everyone, and other users can vote on whether the feature request or bug report is important.Private feedbackFeedback can be submitted privately if you are wary about sharing certain details due to privacy concerns. Only you and the LIKE.TG team can see private feedback, ensuring your information remains secure.Subscribe to specific feedback email alertsYou can receive notifications regarding updates in specific feedback submissions by using the Watch option. You will be emailed alerts when the feedback you’re watching is updated.How to monitor your feedbackYou can track the status of your feedback in the My Feedback page. Once a LIKE.TG team member starts working on your feedback, we will update its status and you will receive an email with all the details about the update.Bottom lineWe have created a simple, user-friendly portal where you can share your thoughts and suggestions for LIKE.TG with us. Your feedback is incredibly valuable as it helps us improve our services and makes LIKE.TG a better platform for everyone. We welcome all opinions and ideas, and we carefully review each one of them. We can’t wait to hear from you! So, go ahead and share your thoughts on our feedback portal today!

It is widely known that a successful business requires a high-quality product and an effective sales and marketing team.However, in order to conserve this growth, it is crucial to stay ahead in the fast-paced market.To maximize the lifetime value of their customers, businesses recognize that they must first ensure that those customers feel successful when utilizing their products.The focus of customer success is not solely on satisfying customers. Rather, the success of a business is directly linked to the success of the customers, as they are essential.In this blog, we provide a comprehensive guide to understanding customer success and its importance. What is customer success?Customer success refers to the actions made by a company to ensure its clients achieve the greatest success, both in utilizing its product and in their own business activities.It involves foreseeing potential issues or inquiries from clients and proactively offering solutions and responses.A company’s customer management approach consists of two components: customer support and customer service.Client success emphasizes proactively collaborating with clients during their entire journey as a customer.Which involves assisting them in deriving more value from their purchase and encouraging them to provide feedback.Customer success is the idea of making sure your clients are highly satisfied with your offerings, leading them to continue buying your products or services in the long term.Why is customer success important?37% of firms lack a well-defined customer service strategy. Customer success brings together the objectives of both customers and businesses to establish a long-lasting, mutually advantageous relationship.The following reasons are why customer success is essential for your business.1. Reducing expenses by prioritizing retention over acquisitionCustomer success is crucial to your business for several reasons-one of which is its impact on reducing expenses by prioritizing retention over acquisition.According to Invesp, 70% of respondents agreed its cheaper to retain customers than acquire new ones.Retaining customers is significantly more cost-effective than acquiring new ones, and customer success ensures that your customers are happy, satisfied, and continue to do business with you.Acquiring new customers is often more expensive due to:Marketing costsSales effortsOnboarding processesBy focusing on customer success, you invest in keeping your existing customers happy and engaged, which is typically more cost-effective.2. Increasing lifetime expenditure and reducing customer churnCustomer churn often occurs due to unmet customer needs and insufficient support, which can result in a significant loss for a business.A higher churn rate indicates a greater percentage of people cancelling their subscriptions to a business’s products or services, resulting in a decrease in the business’s revenue.Customer success emphasizes identifying churn warning signs while also proactively utilizing data to improve a customer’s experience.When experience becomes the primary focus, people are prepared to spend extra if they believe that the brand genuinely cares about their experience with the product.This reduces churn and prevents your customers from leaving your brand for a competitor’s.3. Facilitating a development cycle driven by feedbackAn essential aspect of the connection established between a customer and a customer success manager involves a transparent feedback cycle.As this relationship is personalized, customer success managers frequently have access to vital feedback that, if utilized properly, can lead to significant improvements in the product.Customers are undeniably at the heart of any business, and it’s essential to integrate them into all aspects of the organization.Integrating customer success solutions can bring customer voices to the forefront, aligning your organization’s product roadmap and efforts with the customer’s needs at every stage.By utilizing customer insights, you can fine-tune products and services to achieve desired results, ensuring exceptional customer experiences.4. Boosting business expansion through favorable customer success storiesIn today’s competitive market, simply having the best products and services is not enough to set you apart.Discovering innovative methods to boost ecommerce sales is becoming more challenging.By satisfying customers, small enterprises can leverage word-of-mouth marketing by empowering clients to serve as individual representatives.A highly efficient method for persuading customers about the worth of your company’s products and services is by utilizing customer success narratives.Following a favorable encounter with a business, 47% of clients would suggest it to a friend.Your business’s prior instances of delivering satisfactory customer service can serve as an appealing factor for future customers.5. Increasing revenue with repurchases and upsellingThe potential for upselling and repeat purchases is one of the clear benefits of customer success.Additionally, customer success management gives you access to consumers who may benefit from a software update or extension but are not currently doing so.You may uncover chances to upsell, cross-sell, and provide clients with proactive assistance when you are able to estimate customer health, that is, the possibility that a customer would upgrade to that new SaaS option or renew after the initial trial.6. Increasing customer satisfaction ratesClient success strategies may assist firms in successfully maintaining client relationships across the whole lifecycle of a product.To reduce customer attrition rates and thereby boost corporate sales and revenue volume, firms can adopt customer success techniques.Clients that are satisfied with your products or services are more likely to do business with you again.Customer success teams focus on ensuring that customers achieve their desired outcomes using your product or service.This leads to higher customer satisfaction, as clients feel that your company is genuinely interested in helping them succeed.7. Reducing support costsReduced support costs refer to a decrease in expenses associated with providing customer service, technical assistance, and other support services to clients or users of a product or service.By proactively addressing client needs and assisting them in achieving their goals, customer success teams can reduce the number of support tickets and requests, leading to lower support costs.Ultimately reducing support costs can lead to:Increased profitabilityCustomer satisfactionMore efficient business operationCustomer success vs. customer serviceCustomer success and customer service are related concepts, but they have distinct focuses and roles within a business. Following is a breakdown of customer success versus customer service.FocusCustomer success primarily focuses on the long-term success and satisfaction of clients throughout their entire journey with the company, while customer service focuses on addressing and resolving customer issues, inquiries, and problems at one time.Interaction typeWhile customer success is proactive in nature, aiming to understand customers’ goals and actively guide them toward achieving those goals, customer service is reactive in nature, responding to customer-initiated interactions or addressing problems as they arise.ToolsCustomer success relies on tools such as customer relationship management (CRM) systems, customer success platforms, and feedback mechanisms to manage the customer journey.Customer service relies on tools such as help desks, ticketing systems, and communication channels for issue resolution.GoalCustomer success aims to maximize the value customers receive from what they purchased, leading to long-term customer retention.Customer service aims to provide resolutions to customer problems, ensuring satisfaction in specific transactions.ResponsibilityCustomer success involves cross-functional collaboration, with teams working to understand and meet customer needs holistically.In customer service, responsibility primarily falls within the domain of the service team, addressing customer needs on a case-by-case basis.Customer success vs. account managementCustomer success and account management are related but distinct functions within a business, each with a specific focus and set of responsibilities.Following are the key differences of customer success versus account management.FocusCustomer success primarily focuses on ensuring that customers achieve their desired results and derive maximum value from the product or service.Account management focuses on the success of the broader business relationship, including revenue growth and overall account health.Interaction typeBoth are proactive. Customer success proactively engages with customers to understand their goals and challenges.Account management proactively engages with customers to understand their business needs, identify upselling or cross-selling opportunities, and address any account-related issues.TimeframeWhile customer success involves ongoing engagement throughout the customer lifecycle, from onboarding to continued product usage, account management involves ongoing relationship management, ensuring that the customer’s overall experience with the company is positive.GoalAlthough customer success aims to foster long-term customer satisfaction and loyalty by guiding customers toward success, account management aims to grow the account, increase revenue, and ensure customer satisfaction by understanding and meeting the broader business needs.MeasurementCustomer success is measured through metrics like the net promoter score, customer churn rate, and customer lifetime value.Account management is measured through upsell and cross-sell revenue, account growth, and customer satisfaction scores related to the overall account relationship.Customer success vs. customer experienceCustomer success and customer experience are two concepts that are often intertwined but have distinct differences in their focus and approach within a business context.FocusCustomer success focuses on guiding and supporting customers so that they can realize the full value of a product or service.This involves understanding customer goals, providing tailored advice, and helping them use the product more effectively.Customer experience, on the other hand, focuses on the quality and the subjective response of the customer to interactions with your brand.The aim is to ensure that at each touchpoint, the customer has a positive and seamless experience, which in turn can lead to higher satisfaction.ScopeCustomer success aims to foster long-term customer relationships and reduce churn by ensuring that customers are successful with their purchase.Customer experience encompasses all customer-facing aspects of a company, including website interactions, ease of use, customer service, branding, communication, and emotional connection.ResponsibilityCustomer success involves collaborating with various internal teams to ensure customers receive the support and resources needed for success.Customer experience involves collaboration to ensure a cohesive and positive experience at every touchpoint, including with marketing, sales, IT, product development, and customer support.MeasurementCustomer success is often measured through customer retention rates, churn rates, and customer lifetime value.Customer experience is often measured through metrics such as net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES).Key responsibilities of the customer success teamOnboardingOnboarding is the phase in the customer journey in which the foundation for a long-term relationship is established.A customer success team plays a fundamental role in ensuring that new users are effectively integrated and comfortable with the product or service.It’s important to ensure that as soon as a customer begins their subscription or receives their product, your team is there to steer them through best practices and advise them on how to use the product features that will be most advantageous for them.Providing support with renewalsThe customer success team has a responsibility to build and maintain relationships with customers, ensuring that the product or service aligns with their goals.In certain organizations, the customer success department may take on full responsibility for renewals, overseeing the entire process from contract negotiations to finalization.However, it is often more appropriate for customer success to provide support in the renewal process rather than to handle it in its entirety.This is because customer success managers excel at ensuring clients achieve their desired outcomes with the product, rather than focusing on sales expansion or increasing monthly recurring revenue.Preventing customer churnThe customer success team is tasked with identifying reasons for customer turnover and developing strategies to improve retention rates.A study by Gartner revealed that customers had an 82% likelihood of remaining with a company after experiencing a service interaction that enhanced the value they received.If customers have a committed ally to assist them in fully leveraging the benefits of their purchase and achieving their long-term objectives, they’re less inclined to switch to competitors.Discovering new opportunities for cross-selling and upsellingCustomer success teams prioritize building rapport with clients, placing them in a prime spot to introduce additional purchases or upgrades.While their core responsibility is to help customers achieve their desired outcomes, cross-selling and upselling can also fall under their purview as part of a broader strategy to deepen customer relationships and expand business opportunities.Your team should only recommend additional products when they are confident that these offerings will address the customer’s problems or support their expansion.Customer success strategyThere are many different customer success strategies that businesses can implement. Some of the most effective strategies include:1. Setting clear goals and objectivesWhat do you want to accomplish with your customer success strategy? Do you want to enhance customer retention, better customer satisfaction, or generate more revenue? After identifying your desired achievements, you can develop a plan to attain your objectives.2. Getting feedback from your customersThe best way to improve your customer success strategy is to get feedback from your customers. Inquire about their preferences and dislikes regarding your products and services. The input received will aid in pinpointing aspects that can be enhanced.3. Offering ongoing supportCustomer support doesn’t end when the sale is made. Continue to offer your customers support throughout their relationship with your company. This could include providing training materials, offering webinars or tutorials, or simply being available to answer questions.4. Personalized serviceThe first step to establishing a successful customer success strategy is to understand your customers:What are their needs and wants?What are customer pain points?Take time to understand your customers and their individual needs.Once you understand your customers, you can develop a strategy that addresses their needs and helps them achieve their goals.This will allow you to provide more personalized customized service and assistance.ConclusionIt is essential to recognize that the success of customers is not the exclusive responsibility of a single person or team; instead, it is the collective responsibility of the entire organization.Prioritizing customer success is an effective way to reduce expenses in your business.By ensuring that your customers achieve their desired outcomes, you can increase lifetime expenditure, reduce churn, and enjoy numerous other benefits that will contribute to the long-term success of your business.Arrange a live demo to learn how LIKE.TG can assist your company in enhancing its customer success. Begin a free trial to investigate its numerous features.If you have any inquiries concerning the product and its functionalities, don’t hesitate to reach out to the LIKE.TG support team.Related blogsCustomer retention strategiesCustomer follow-up strategiesHow to apologize the customersBest practices to handle customer complaints

Customer self-service alters how companies engage with their clients. Even though self-service is not a new concept, customer trends can call for more self-service options in new areas.According to Harvard findings, 81% of clients prefer to take care of issues themselves before reaching out to live representatives.This blog post will examine seven benefits of customer self-service in customer support and ways to improve self-service in your business. What is customer self-service?Customer self-service enables customers to find solutions to their problems, access information, and perform various tasks without directly interacting with a company representative.Customer self-service is available through a variety of channels, including knowledge bases, FAQs, chatbots, how-to videos, and online portals.Benefits of customer self-service in your organizationHere are the top seven significance of a customer self-service solution in your business.1. Increases efficiency and productivity of the support teamSelf-service customer service is available around the clock, allowing customers to find solutions to their issues anytime without needing any intervention from the support team.As a result, the brand’s total effectiveness can be improved.Additionally, the support team can be more productive and efficient with fewer support tickets and queries to manage.They can spend more time on initiative-taking tasks, such as improving the knowledge base to continuously boost their support level.2. Provides 24/7 supportIf you want to succeed in the market, you must live up to the grand expectations of the modern consumer.Customers want businesses to help whenever they need it, around the clock.The availability of support services is increased because of customer self-service.In this way, even if a consumer has a question at four in the morning, they may easily oversee it themselves.Businesses can only offer human support to employees during specific hours and certain days of the week.However, self-service is available around the clock and on holidays. Consumers no longer must wait for answers as a result.3. Serves more customers at onceSupport representatives can serve a finite number of clients. Customers have a speedier option that often satisfies everyone when using self-service options such as a knowledge base.For example, businesses like restaurants may find that installing self-service booths results in more customers.Self-service offers significant benefits to both the customer and the business. Some significance include:Customers can consult the latest information on websites and knowledge bases to obtain the same answer they would receive from support staff.Provide businesses with the opportunity to gather valuable information from clients for future marketing strategies.4. It is cost-effectiveEncouraging customer self-service is much less expensive than hiring a support team to manage client inquiries.A significant percentage of a company’s money utilized in other areas can be saved.With self-service, businesses need to spend less time and money on employee training since performing specific tasks is shifted to the customer.This can lead to significant savings in training expenses.5. Enhances the customer experienceCompanies are aware that offering top-notch customer service is essential to their success.Contacting the support team may cause consumers inconvenience in addition to a delay in assistance.The research may find that customers prefer to oversee their difficulties instead of asking for help.Using this information, customer self-service can become a trustworthy substitute for the support team in the company.Customers will be more satisfied and have a better experience if they can solve their problems without assistance from support personnel.6. Reduces the burden on support staffSupport staff strain must be reduced for businesses to maintain high productivity and customer happiness.Implementing self-service alternatives in customer assistance is one method to do this. Customer assistance is crucially dependent on self-service for a few reasons:Reduced need for additional staff: With self-service options managing a huge portion of customer inquiries, organizations may not need additional support staff to manage the workload.Scalability: As an enterprise grows, so does the demand for customer support. Self-service options allow organizations to scale their support efforts without needing a proportional increase in support staff.7. Provides insight into customers’ needsCustomer self-service provides insights into customers’ needs by enabling businesses to collect and analyze customer behavior, preferences, and feedback data.This information can then improve products, services, and customer experiences.Companies use a self-service solution to collect customer feedback and receive suggestions or related information.These insights may be leveraged to develop consumer-focused offerings, enhance the self-service experience, and guarantee outstanding customer service to clients.Tips for improving your customer self-service strategyA well-designed self-service strategy empowers customers to find answers and solve problems independently, improving their experience and reducing strain on support teams.Improve content discoverabilityTo provide the best customer self-service experience, you need a search engine optimization (SEO) strategy. This may include incorporating relevant keywords, meta descriptions, and tags to ensure content ranks high on search engine results pages (SERPs).You can also organize content into intuitive categories and provide a user-friendly navigation system, including a dynamic internal search engine with autocomplete, filtering, and suggestion features.Furthermore, incorporating frequently asked questions (FAQs), clear headings, and a logical hierarchy helps customers find information more easily.Conduct regular updatesOut-of-date and irrelevant content frustrates users and undermines customer trust. Regularly update and maintain your self-service resources, like FAQs and knowledge bases. Ensure information is accurate and addresses the issues customers are most likely to face.Integrate emerging technologiesIntegrate new technologies like chatbots or virtual assistants to answer basic questions and offer 24/7 support. Consider optimizing your websites for mobile devices and offering self-service options within your mobile app for on-the-go convenience.Include self-service options across multiple channelsDon’t limit self-service to your website. Integrate self-help resources and links in your mobile app and social media platforms to allow customers to access information, perform transactions, and solve issues using the most convenient channel for them.Provide quick escalation optionsMake it easy for customers to escalate to a human agent if their issue is complex or requires further assistance. Offer a clear and prominent “Contact Us” button, chat option, or phone details within the self-service platform to ensure customers get the personalized help they need.Enhance the readability of the self-help resourcesAlways use clear, concise language and break down complex topics into easy-to-understand steps whenever you add content into your knowledge base. Incorporate visuals like screenshots or infographics to further improve comprehension.Ensure your self-service resources are also accessible to everyone. This includes using proper coding for screen readers, offering alternative text descriptions for images, and providing content in multiple languages.Leverage customer feedbackCustomer feedback can help you refine your customer self-service strategy. By utilizing surveys, comment sections, and direct feedback channels, companies can identify common customer pain points, confusing interfaces, or frequently asked questions.These insights can then be used to refine knowledge bases, streamline navigation, improve interactive elements like chatbots, and create more intuitive self-service workflows.Additionally, analyzing feedback trends can help businesses anticipate customer needs, leading to the proactive development of tutorials, FAQs, and instructional content that empower users to independently solve problems better.Companies looking to begin offering self-service to their clients have many choices. Here are five top techniques to consider.Customer self-service examplesCustomer self-service is an essential component of modern businesses, empowering customers to find answers and resolve issues independently.Here are the major examples of effective customer self-service options:Knowledge baseOne of the most common and effective customer self-service options is a knowledge base.A knowledge base is a central storage space for information about a particular subject.It is commonly used to complement customer self-service as it allows users to find answers to their questions without contacting customer support directly.According to research by Higher Logic, 92% of people indicated that they would opt for a self-service option through a knowledge base if one were available.By providing a comprehensive knowledge base, companies can significantly reduce the volume of customer support tickets and empower customers to solve their own problems quickly and efficiently.FAQ pageMany business websites have a frequently asked questions (FAQ) section where they provide answers to common questions that customers have.An FAQ is often organized by topics and provides concise, straightforward answers, making it easy for customers to navigate and locate relevant information.Question topics can range from product usage to payment methods, to product information, to troubleshooting steps.Artificial IntelligenceAI can significantly enhance customer self-service by making it more informative, efficient, and user-friendly. An AI-powered knowledge base, for example, can examine a customer request and provide relevant articles, tutorials, or FAQs.AI chatbots further enhance customer self-service by analyzing customer data for intent and sentiment to comprehend customer requests better and provide accurate and personalized responses.With 24/7 availability and the ability to deliver accurate information, AI-powered chatbots are a valuable asset to self-service systems. AI complements customer support teams by handling routine inquiries so that agents can focus on complex issues that require human intervention.Community forumsCommunity forums are online platforms where individuals with shared interests or concerns can gather to discuss topics, ask questions, share information, provide support, and connect with each other.In a business setting, forums are often moderated by the company but rely on peer-to-peer support among customers.They are organized around aspects of a business’s offering, such as product features and technical support.Mobile appsMobile apps have become a popular and convenient platform for providing self-service options to users.They offer self-service features that allow users to access information and troubleshoot issues without contacting support, like FAQs and knowledge bases.And when a user is unable to solve a problem on their own, they can use the app to file a support ticket or initiate live chat support.Video tutorialsVisual learners benefit from video tutorials that show them how to use a product or service.Companies can create instructional videos on how to set up or use their products, which can be more engaging than text-based guides.By taking advantage of these resources, users can enhance their skills, save time, and reduce the need for direct support.Wrapping it upCustomer self-service offers a fantastic way for customers to identify solutions and address their issues independently, without the assistance of support staff.Online community forums, knowledge bases, and FAQs are all examples of customer self-service.Customer self-service can significantly enhance the productivity of an organization by empowering users and reducing support workload.Schedule a live demo to experience how LIKE.TG can encourage customer self-service. LIKE.TG provides an incredible knowledge base software to empower your customers and agents.To experience the value you can deliver to your support team and customers, sign up for a LIKE.TG free trial. If you have any queries, contact theLIKE.TG support team.Related articlesReasons why a knowledge base is important in an organization.Best practices to improve your knowledge base.Knowledge base article templates for great content creation.

Syncfusion, a leading provider of enterprise software solutions, is proud to announce that its customers (includes all Essential Studio, Bold BI, Bold Reports, and BoldSign customers) will now enjoy its help desk software app, LIKE.TG, for free!Read on to discover whatSyncfusion’s exclusive offeris all about! Introducing LIKE.TGLIKE.TG is a powerful, modern, cloud-based help desk that performs customer service-related processes in a simple yet intuitive manner.LIKE.TG is highly scalable and user-friendly for all enterprise businesses looking to offer outstanding customer support in order to grow their businesses.With LIKE.TG, businesses have access to amazing features including an automated ticketing system and knowledge base software.Learn more about the LIKE.TG features on thispage.A support team can use LIKE.TG to manage clients’ queries and requests, track customer conversations, and provide quick and timely responses and resolutions all in one central repository.Learn about the journey behind thecreation of LIKE.TG!Details of Syncfusion’s Exclusive OfferFor starters, Syncfusion is offering its customers a LIKE.TG licence completely free for 1 year— worth $2,880!This free licence package is illustrated in the table below.PlanGrowthNumber of Agents10Price$2880 $0Note: Customers will pay the Growth Plan pricing per agent for any additional agent.The Growth package includes all the main LIKE.TG features available for the Starter Plan and other advanced features, like:Multichannel ticketingKnowledge base software: internal and externalAutomation featuresThird-party integrationsReports and dashboardsEnterprise-grade security and privacyCustomer satisfaction (CSAT) surveysYou can see more LIKE.TG features included in the offerhere.Why Give Syncfusion’s Exclusive Offer a Try?Try this ticketing software to see how it can boost your support team. LIKE.TG is:A powerful help desk with advanced features. Using it, you can provide your clients with the best customer service and effectively manage support team workflows.Easy to set up and use, secure, highly scalable, and comes with a free and straightforward expert migration service.Free! With the LIKE.TG licence completely free for one full year, you save on the expense of purchasing support ticketing software for all that time.How to Sign Up and Claim Your Free LIKE.TG LicenceIf you are a Syncfusion customer, you can claim this offer by either signing up via the Syncfusion LIKE.TG offerspageor clicking theClaim Your Free Accountbutton on thispage.ConclusionWith Syncfusion’s exclusive offer of one year of free LIKE.TG, Syncfusion customers will enjoy great benefits. Try to experience Syncfusion’s modern, intuitive, cloud-based help desk software.For more information about howLIKE.TGcan transform your support system, request alive demo. Or you can experience LIKE.TG’s amazing features for yourself with theLIKE.TG free trial. Please contactLIKE.TG supportfor any questions.

Choosing the best customer service software from the many options available can be scary, especially for beginners.Most suppliers offer similar features and promises to assist you in achieving the same goals.To guide you in picking the perfect software for your business, we have gathered a list of the best customer service solutions for 2024.We will be looking at each software solution’s key features and cost. What is a customer service software?Customer service software are the platforms and tools used by businesses to enhance customer support management.These tools are used for managing customer support requests.They enable service agents to monitor, prioritize, manage, respond to, and resolve customer inquiries and employee requests.Promoting the growth of your business requires a robust customer service program.It is without question that excellent customer service skills form the foundation of a successful and long-lasting business.Hence, it is essential to utilize top-notch customer service software to deliver this level of service effectively.Top 20 customer service software providersCustomer service software is an important tool for any business that values its customers.It assists businesses in managing and tracking every customer interaction, ensuring a smooth and seamless customer experience.The best customer service software products in 2024 include features such as multichannel support, automation, analytics, and self-service support.Let’s check out some of the top software for helping businesses excel in customer service in 2024.1. LIKE.TGOur own LIKE.TG is an advanced customer service software platform that utilizes cutting-edge customer support tools and self-service portal to enhance and streamline customer service.It is a highly scalable and intuitive solution for enterprise businesses seeking to differentiate customer support vs customer service for business growth.LIKE.TG is a cloud-based platform that enhances customer experience by managing support emails, facilitating collaboration among team members, and automating repetitive tasks.LIKE.TG help desk software offers a user-friendly client portal software, an interface that allows customers to monitor and submit tickets with ease.LIKE.TG also holds a SOC 2® Type 2 certification, signifying that the customer service software observes the highest standards of customer service security and privacy.Key FeaturesMultilingual knowledge baseEffectiveautomationsTicketing system Perceptivereports and analyticsIntegrationTop-notchsecurityExtensivecustomization optionsUser-friendlycustomer portalSecurity and compliance featuresArtificial IntelligenceMultilanguage supportMobile help deskAdvantages of using LIKE.TGIntegrations: With LIKE.TG’s integration feature, users can link their preferred tools and apps to simplify workflow, organize data efficiently, and enhance productivity.Robust automation features: LIKE.TG possesses multiple automation options for routing tickets, eliminating repetitive tasks, reducing manual effort, and boosting agent productivity.Email-to-ticket conversion: LIKE.TG utilizes an email ticketing system that automatically converts customer emails into tickets for agents.Enhanced usability: LIKE.TG comes with an intuitive interface and utilizes AI for customer experience, making it easy for service agents and customers.Improved customer satisfaction: Businesses can set their SLA in BoldDesk. The software can automatically notify agents when due dates are approaching and supervisors when they pass. No customer ticket is left unaddressed, keeping customers happy.For more information on LIKE.TG features, please refer to the following video.PricingLIKE.TG has two pricing categories:Agent-Based plans:Scale:$25for 3 agents/monthGrowth:$50for 3 agents/monthEnterprise:$75for 3 agents/monthUnlimited Agents plans:Essential:$799per monthPro:$1499per monthBusiness:Contact usDon’t let this incredible opportunity slip away. Choose our Unlimited Agents package for a worry-free, seamless service.This not only streamlines your payment process but also allows you to concentrate more on your business instead of budget management.With our Unlimited Agents package, you have the freedom to scale your business and reach new heights without any financial constraints.You have the option to do a 15-day free trial and schedule a live demo.2. ZendeskZendesk is powerful customer support software tailored for large organizations. It allows users to handle conversations via email, X, and Facebook with any of their plans.It provides a collection of features specifically designed to optimize and improve customer service processes, making it stand out from other Zendesk alternatives.Their more expensive plans also enable the management of phone and chat conversations.PricingA free trial is available.Monthly plans begin at $19/agent.3. FreshdeskFreshdesk offers two types of support: a basic help desk solution and comprehensive omnichannel support.Freshdesk is customer service software that operates on the cloud and is designed to offer good customer service for businesses, regardless of their size.It converts customer inquiries from emails, phone, web, chat, and social media into manageable tickets.This makes it easier to streamline and unify your support operations, especially when you utilize Freshdesk integrations.However, exploring Freshdesk alternatives might be beneficial depending on your specific needs and budget.PricingA free trial is available.Monthly subscriptions for paid plans begin at $15/agent.4. SalesforceSalesforce is a CRM (customer relationship management) platform specifically engineered to facilitate collaboration among teams within companies for better customer service.It also provides a customer support platform known as Service Cloud.It ensures that staff members from IT, sales, marketing, support, and any other relevant department have access to identical customer data.This enables them to provide the necessary support to your customers.Salesforce Service Cloud is customer service software that equips agents with a merged view of:Customer dataPrior interactionsPurchase historyTicket informationThis single view enables agents to access relevant details swiftly and provide fast support.On its more expensive pricing tiers, Salesforce provides B2B customer service solutions for its clients.PricingA free trial period is available.Essentials: $25/user/month.Professional: $75/user/month.Enterprise: $150/user/month.Unlimited: $300/user/month.5. HubSpot Service HubHubSpot is a CRM platform that includes a ticketing system and live chat capabilities.It also offers a customer service product known as Service Hub.Service Hub is especially beneficial for teams that already utilize HubSpot’s CRM.The products integrate smoothly, providing agents with relevant data that assists in personalizing their support efforts.PricingStarter plan starts from just $18/monthProfessional plan starts at $450/monthEnterprise plan starts at $1,200/month6. AircallAircall is a phone support software designedwith simplicity and user-friendliness at its core.It is particularly suitable for small- to medium-sized businesses.Aircall’s customer support solution gathers relevant customer data, providing agents with the needed background for each interaction.The software connects with numerous customer support tools, such as live chat and social messaging platforms, offering support across multiple channels.PricingEssentials: $307. HelpshiftHelpshiftprimarily offers in-app customer assistance services tailored for mobile applications.It is a customer support tool that offers a collection of tools for businesses to provide customer support across various channels, including in-app, web, email, social media, and phone.Helpshift’s main purpose is to help businesses streamline their customer support process, improve response times, and enhance overall customer satisfaction.PricingA free trial is available.The cost of paid plans begins at $150/month.8. LiveAgentLiveAgent is a platform that streamlines customer requests from various channels into one management system.It joins all customer communication and support, enabling you to serve your customers regardless of their location.LiveAgent combines communications from email, calls, and social media into a single dashboard. It is a robust option for smaller service teams that utilize WordPress.Moreover, its extensive collection of built-in integrations enables your team to blend it into their current workflows.PricingSmall businesses: $12/agent/monthMedium businesses: $35/agent/monthLarge businesses: $59/agent/month9. Zoho DeskZoho Deskprovides customer support software designed to enhance your agents’ ability to deliver excellent customer service.The platform, along with Zoho Desk alternatives, is equipped with tools and automation features that can simplify your agents’ workflows and boost productivity and efficiency.The software from Zoho Desk offers omnichannel support with a unified view, enabling agents to manage customer concerns from a single location.PricingA free trial is available.Monthly plans start at $14.10. Help ScoutHelp Scout is a customer service softwaredesigned to replicate the experience of working from a shared inbox.Unlike Help Scout alternatives, it offers the added benefit of tracking customer inquiries via email and live chats.It brings together customer data, interactions, and history, providing your agents with background for every request.PricingA free trial is available.Monthly plans begin at $20/user.11. OlarkOlark‘s customer service softwareassists teams in delivering a great customer experience.The software offers customization features, allowing for a comprehensive brand experience for customers.It enables customers to get instant answers to their questions, thus enhancing the overall customer experience.With its pricing structure, no long-term commitments for most plans, and the option to add specific features as needed, Olark is particularly beneficial for smaller teams.It allows you to select the features you need and disregard the ones you don’t, optimizing your team’s functionality.PricingStandard: $2912. FrontFront is a customer service platform that prioritizes human interaction.It seeks to foster strong and personal relationships with customers instead of just seeing them as tickets.Front is an ideal choice for those in search of a straightforward, Gmail-like application for customer service.Described on their website as a “shared team inbox,” Front facilitates the union of all team discussions in one location.It integrates messages from various channels such as email, live website chat, SMS, and social media.PricingFree trial period: 7 daysPricing starts at$19/user/month13. LiveChatLiveChat is alive chat and help desk tool designed to deliver good customer service.It appears as a straightforward chat box on the surface, but it actually functions as an all-inclusive help desk ticketing system.This customer service chat tool is compatible with popular CMSes like WordPress and can also be directly linked to Facebook Messenger.The software is recognized for its attractive chat widgets, integrated product cards, and chatbot automation.PricingStarter: $25/user/monthTeam: $75/user/monthBusiness: $150/user/month14. Jira Service ManagementJira is commonly known for its project management and issue-tracking software used by development teams.However, they also offer Jira Service Management, a platform that aids IT teams in managing incidents and related requests.This support tool allows you to provide assistance to both employees and customers.Jira Service Management provides IT teams with a modern service desk, complete with ITIL-certified processes.PricingA free trial is available.Standard plan starts at $21/agent/month.15. HiverHiver is a customer service help desk designed for integration with Google Workspace.Instead of adopting an entirely new platform, Hiver enhances your company’s current Google Office programs by adding common customer service features such as Gmail shared inbox, analytics, and SLAs.It’s good for customer support teams who prefer the familiarity of Gmail but need help managing customer requests.PricingA free trial is available.Lite: $19/user/monthPro: $49/user/monthElite: $69/user/month16. Bitrix24Bitrix24 is a popular customer service softwarethat provides a suite of communication, social collaboration, and management tools.Bitrix24 also possesses project and team management features, making it good for remote customer service teams.This platform enables your teams to deliver omnichannel support and manage customer questions from one central point.PricingA free trial is available.Monthly plans begin at $61/ agent.17. Nextiva service CRMNextiva Customer Service CRM is a software that helps businessesmanage and improve their relationships with their customers.This software provides a unified customer service platform that allows businesses to track customer interactions, manage customer data, and automate some parts of the customer service process.Nextiva’s product suite also integrates with widely-used business applications for the enhancement of support operations and agent efficiency.PricingMonthly plans begin at $18.95/user/month.18. IntercomIntercom is a customer service softwarethat enables companies to communicate with their customers on their website, app, through social media, or via email.Intercom’s customer service solution employs messaging and automation to enhance the experience for both customers and in-house teams.This software is designed to help businesses manage and improve their customer engagement and support compared to Intercom alternatives.PricingA free trial is available.Starts at $74/2 seats/month.19. HappyfoxHappyfox is a customer support systemsuitable for use by not just customer service teams, but also HR and marketing departments.It enables the streamlining of internal customer service through its IT support and customer support operations modules.Together with Happyfox alternatives, it provides customizable workflows and automation features that help simplify and reduce routine tasks, thereby making work more manageable for agents.Additionally, Happyfox provides self-service options for both internal and external customers.This enables them to find solutions to their inquiries without the need to generate a support ticket.PricingA free trial is available.Starts at $29/user per month.20. TIDIOTIDIO is a communication tool for businesses that keeps live chat, chatbots, and marketing automation in one place.This customer service software is designed to help businesses communicate with their customers faster and more effectively.What sets TIDIO apart from its competitors is its exceptional affordability.TIDIO provides affordable solutions for websites with fewer visitors, ensuring you don’t pay for excessive features or site traffic that you might not need.PricingA free plan is available.Communicator: $19/operator/monthChatbots: $19/operator/monthTIDIO+: $329/operator/monthSummary of the top customer service software solutionsBelow is a summary of the best customer service platforms:NameFeaturesPricing planLIKE.TGModern ticketing systemMultilingual knowledge base softwareEffective automationsAdvanced reports and analyticsIntegrationsTop-notch securityExtensive customization optionsUser-friendly customer portalStarts at $10 for 10 agents/month.ZendeskReporting and analyticsAI chatbotsCommunity forumsAutomationLive chatStarts at $19/month/user.FreshdeskOmnichannel ticketingReportingTicket routingKnowledge base softwareAutomationStarts at $15/month/user.SalesforceAutomationReportingKnowledge baseCall center managementTicketingStarts at $25/month/user.HubSpot Service HubLive chatReportingTicketingIntegration with marketing and sales hubShared inboxStarts at $18/month/user.AircallReportingCall routingIntegrationCall taggingCall conferencing solutionStarts at $30/month/user.HelpshiftIn-app messagingKnowledge base softwareChatbotAnalytics dashboardStarts at $150/month/user.LiveAgentTicket routingLive chatAutomationCommunity forumKnowledge baseStarts at $12/month/user.Zoho DeskReports and analyticsTicket collaborationTicket managementAutomationTicket routingStarts at $14/month/user.Help ScoutShared inboxTicketing systemLive chatAutomationKnowledge base softwareStarts at $20/month/user.OlarkTicketing routingOmnichannel agent workspaceLive chatCanned responsesStarts at $29/month/user.FrontShared inboxLive chatReports and analyticsAutomationTeam collaborationStarts at $19/month/user.LiveChatMultichannel supportLive chatAutomationTicketingStarts at $25/month/user.Jira Service ManagementAutomationTicket routingKnowledge baseTracking and reportingLive chatStarts at $21/month/user.HiverAutomationsLive chatShared inboxIntegrationsAnalytics and reportsStarts at $19/month/user.Bitrix24DashboardsKnowledge base softwareCustom reportsTime trackingStarts at $61/month/user.Nextiva service CRMTicketing systemAutomationAnalyticsCollaborationStarts at $18.95/month/user.IntercomLive chatTicketingChatbotsReportingShared inboxStarts at $74/month/user.HappyFoxAutomationReportingTicketingKnowledge base softwareCanned responsesStarts at $29/month/user.TIDIOLive chatCanned responsesMultilanguage supportOmnichannel supportChatbotStarts at $19/month/user.What are the various types of customer service platforms?Here are some types of customer service platforms.Help desk softwareThis is a platform that provides customer support operators with a range of tools to assist users and solve their problems.These tools typically include ticket management, automation, reporting, a customer portal, and multiple-channel support.The software allows companies to manage and track interactions with customers, streamline their issue resolution process, and improve customer satisfaction.It also helps in prioritizing customer issues based on various factors like urgency, type of problem, etc., and assigns them to the appropriate support staff.You can also use an internal help desk software to manage staff support requests, enhancing their work efficiency and overall productivity.Knowledge base softwareKnowledge base software is a type of technology that stores and retrieves knowledge to support functions such as problem solving, learning, and decision-making.It serves as a central repository for information that is accessible to everyone in an organization.It may include FAQs, manuals, guides, procedures, rules and regulations, among other types of information.This software is used to create an online library of information about a service, product, department, or topic.It can help in improving customer service by providing answers to common questions.Internal knowledge bases increase efficiency by providing employees with quick access to the information they need to perform their tasks.Live chat support softwareLive chat support software enables businesses to communicate with their clients in real-time through a chat interface on their website or app.This software often includes features like automated responses, chat transcripts, customer profiles, and performance analytics.Shared inbox softwareShared inbox software is a type of program that allows multiple people to access and manage a single email account.This can be useful for groups that need to collaborate on responding to customer inquiries, managing customer support tickets, or handling other collaborative tasks.Phone support softwarePhone support software enables businesses to handle customer inquiries and issues over the phone efficiently.This software is designed to log, track, manage, and report on customer support calls.It assists in managing customer’s queries, complaints, suggestions, and requests, and also helps in tracking the resolution process until the issue has been resolved.Features of customer support softwareCustomer service software comes equipped with a range of features designed to enhance and streamline support operations.While specific features may vary across different platforms, here are common features found in customer service software.Ticketing system: This is the core feature of most customer support software, and it allows you to track customer issues and requests from start to finish on a single platform.Centralization guarantees that every request receives attention and simplifies the monitoring and handling of support tickets.You can assign tickets manually or automatically to different agents, set priorities, and track the progress of each ticket.Multichannel support: Customers reach out through various channels, including email, chat, social media, and phone.Customer service software should be able to combine all these communications into a single platform for easier management.Integration capabilities: Integrating with other tools and platforms, such as CRM systems, live chat, and other third-party software, can significantly enhance productivity and provide a seamless experience.Reporting and analytics: Track customer service KPIs such as response time, resolution time, customer effort score, and customer satisfaction.Customer service software should provide you with reports and analytics that track your team’s performance, helping you identify areas for improvement and measure the overall efficacy of your customer service efforts.Automation and workflow: Automation features help reduce repetitive tasks such as assigning tickets to appropriate agents and setting up auto-responses.Look for software that can automatically assign tickets based on specific criteria, send acknowledgment emails, and set follow-up reminders.Self-service options: These are usually in the form of a library of articles and other resources that can be used by both customers and support agents to find answers to common questions.They can include a knowledge base, documentation, community forums, and other helpful resources.Live chat: Live chat enables you to communicate with clients in real time, which can be helpful for resolving urgent issues or providing quick answers to simple questions.Benefits of customer support softwareCustomer support software is an essential tool for many businesses.It provides many benefits and advantages that can significantly improve the quality and efficiency of customer service operations.Promotes customer satisfaction, loyalty, and retentionProviding service agents with the information and tools that enable them to offer swift and accurate customer responses improves their quality of service.This reduces customer churn and promotes loyalty, which often translates into repeated purchases.Enhanced efficiency and response timeProviding a self-service hub for your customers can significantly improve their service experience and reduce your team’s response time.When some customers can help themselves, your team has more time for those who can’t.With customer support software, all relevant information about a customer’s history, including previous interactions and purchases, is centralized and easily accessible.This helps support agents respond to issues more efficiently, without having to spend time searching for information and obtaining information from customers.Creating customer service email templates can help streamline communication and ensure consistency in customer responses.The automation functions in proactive customer support solutions handle numerous repetitive tasks that would normally need human involvement.This includes sorting and assigning tickets to the relevant departments or individuals, sending automated responses for common questions, and tracking the status of each customer’s issue.This automation not only saves time but also ensures that no request goes unanswered.Provides analysis and reportsUtilize the built-in reporting functionalities of some customer support software to understand changes in support volume, team efficiency, customer type and size, among other things.Access to precise data insights and customer service metrics can enhance a business’s sales, marketing, and support operations.The reports generated can help management make informed decisions.They provide significant insights into customer behavior, preferences, pain points, satisfaction levels and customer service ROI.Improves customer experienceMany automated customer service solutions offer automated responses and chatbots that can provide assistance around the clock.This means that customers can receive help even outside of regular business hours.Customer support software helps businesses provide consistent service by standardizing responses and ensuring that all inquiries are handled in a timely manner.This can improve customer trust and satisfaction in the business.Reduces costs and saves timeUtilizing customer support software can significantly cut down on costs.First, it reduces the need for a large customer support team, as the software can handle some of the ticket volume, reducing labor costs.Second, it decreases the costs associated with human errors, as the software can provide accurate and consistent responses.Third, it reduces overhead costs by streamlining and automating different online customer service processes.The automation provided by customer support software also saves time.It can quickly sort and handle simple customer inquiries, leaving more complex issues to human agents.It also provides immediate responses to customers, reducing the waiting time.Finally, it allows for easy tracking and management of customer data, saving time that would have been spent on manual data entry and analysis.Upgrades your serviceAs your business grows, so does your customer base and the volume of support requests.Most customer support software can scale to accommodate this growth, allowing you to handle an increasing number of support tickets without compromising on service quality.Customer support software is also flexible, meaning it can easily adapt to alterations in your business needs.You can include new features, integrate with other systems, and upgrade your plan as needed.As your business grows, it’s important to provide consistent service to all customers.With customer service tools, you can ensure that all support requests are handled in a consistent manner, regardless of volume.Best practices of customer service toolsCustomer service is a key part in maintaining a successful business. It can be the difference between a single purchase and a loyal customer.As such, it’s important to ensure you’re using the best practices to select top-notch support software.Evaluate the requirements of your customersOne of the top ways to understand your customers’ needs is by actively listening to their questions, concerns, and suggestions.This involves hearing and understanding your customer feedback and evaluating the information they provide.Every customer service tool has unique features, usually customized for a particular audience, industry, or market segment.To simplify examining the array of customer service systems, begin by identifying the kind of support your customers need.Consider your potential for future developmentYour selection of customer service software tools will form the foundation of your support team’s workflows.Selecting an option that can grow alongside your business is important, to avoid having to overhaul everything later because your chosen solution couldn’t scale.When assessing tools, consider their scalability. Can you add more users as your team expands? Is there an option to upgrade to a more advanced solution from the same provider if your business really takes off?Comprehend your requirements and those of your teamIt’s important to remember that a small business does not share the same needs as a large enterprise.However, size should not be the only factor considered when choosing support software.Consider your business operations:Is the majority of your marketing done online?Is it through social media or your website?Do your customers often have technical issues that necessitate involvement from another department?Do your customer interactions take place over the phone or solely through digital platforms?Are you frequently asked the same or similar questions?Identify the customer service tasks that consume the most time or create the most managerial challenges.Then, think over the types of tools that could potentially simplify these tasks.Think about reporting capabilitiesReporting tools allow you to oversee your customer service experience and avoid potential irritations.This data can be used to gain a deep understanding of your customers, your team, and even your own products and services.Your customer service software solutions should also enable data collection on team performance, facilitating the establishment of a baseline response time and satisfaction level.Look for free trialsNumerous customer service software tools provide free trials.This gives you the opportunity to familiarize yourself with the product’s interface and assess its user-friendliness and suitability for your needs.If you’re representing a larger business, it’s advisable to contact the software provider’s sales team.Discuss your specific requirements with them so they can demonstrate how their tools can meet your needs.Frequently Asked Questions (FAQs)Why do small businesses need customer support software?Small businesses need customer support software to manage customer inquiries, provide timely responses, and enhance overall customer satisfaction.What are the key features of customer support software?Key features include a ticketing system, knowledge management software, automation, reporting and analytics software, multichannel support, live chat, and integration capabilities.These features help in organizing, automating, and improving customer interactions.What are the different types of customer support software? Different types include help desk software, knowledge base software, live chat support software, CRMs, and shared inbox software.How do you choose the right customer support software?To choose the right customer support software:Define your customer support goals and requirements.Consider the size of your business and potential growth.Evaluate the software’s ease of use and customization options.Look for essential features such as multichannel support and reporting.Check integration capabilities with your existing tools.Consider the quality and extent of customer support and training provided by the software vendor.Read reviews, ask for recommendations, and take advantage of free trials.How much does customer support software cost?Costs vary based on the software provider, features, and the scale of your business. Pricing models may include per-user pricing, tiered plans, or customized solutions.Expect monthly or annual subscription fees ranging from free basic plans to hundreds of dollars per user. Research and compare pricing models to find the best fit.How does customer support software improve response time?Customer support software improves response time by:Automating tasks like assigning tickets and sending notifications saves agents time.Providing agents with quick access to customer data and history.Offering customer service phrases and canned responses for common inquiries.Allowing customers to find their answers through self-service options.Enabling support across multiple channels from a single interface, making it easier for agents to access and respond quickly.It’s about time to invest in top-notch customer service softwareCustomer satisfaction should be a key priority for every business, as happy customers are more likely to return and spend more, while dissatisfied customers can severely harm your reputation.This is why it’s essential to utilize top-notch customer service software.These tools can assist you in automating and optimizing your system, enhancing your service delivery and maintaining customer satisfaction.It’s essential to choose a tool that fulfills your immediate needs, offers flexibility for future requirements, and fits within your budget.While the decision-making process might appear overwhelming, ending up with an unsuitable tool, unhappy customers, and dissatisfied team members is a far worse scenario.Through evaluating these options, we hope you can identify the customer service software that aligns with your business objectives and gives you superior customer service.Related blogsMost essential customer service skillsGuidelines for customer service for any business8 Strategies to Provide Efficient Customer Service

Having a scalable help desk ticketing system is a key factor in ensuring customer satisfaction. It shows how customer-oriented a business is.LIKE.TG is taking initiative by updating its ticketing features in this July 2023 release. The goal was to ensure that all the ticketing system functionalities are up to date with the dynamic advancements in the market.For better functionality of ourhelp desk ticketing system, several LIKE.TG features and modules have been updated and some new features added, too.This blog details the latest release updates. 1. New ticketing system featuresIn the ticketing system feature, the following are the latest updates available:Ticket forwarding to other usersThe forward ticket feature allows support agents to forward support tickets to other agents, clients, or third-party vendors.You can track the ticket-forwarding activity by filtering the type for Forward in theactivity module. Additionally, you can set the assignee,due date, andstatusfor future tracking purposes.Changing the order of system fields in ticket formsTicket form fields can now be rearranged in any order, both in the agent and customer portals.For instance, the category field can be re-ordered to appear at the top of the ticket form.New fields in the ticket filter and ticket export functionalitiesThe following new fields have been added to theadvanced filteroption in the ticket module:Solved OnClosed ByAdditionally, a new field has been added to the Excel export option to export ticket descriptions as plain text.2. Support for six new languagesTo reach a wider audience, LIKE.TG has added six new languages:FinnishJapaneseKoreanNorwegianPolishSwedishThis brings the total number ofLIKE.TG-supported languagesto 13.3. Generative artificial Intelligence (AI) featuresWithartificial intelligencefast gaining popularity in all markets, integrating AI-based ticketing system features in LIKE.TG was the best strategy to ensure our customers stay ahead of the game.The following are the key next-generation, AI-based features now included in our help desk.a. Ticket summaryThe ticket summary tool will perform the following functions in theticketing system software on a ticket:Identify the key purpose of the conversation.Analyze the attitude or emotions expressed by the customer in their support requests.Generate summaries of long customer-agent conversations.Ticket summarization reduces workload, thus helping improve agent productivity.b. AI-assist options for contentContent can be improved using the following new, AI-based features.The correct grammar AI feature:Enables support agents to check and correct the grammar for content. This helps make their writing error-free and enhances the quality of support responses.The rephrase feature:Enables agents to rephrase their customer support responses to make them more professional.Content AI elaboration feature:This expands on the information already existing in the content, thus enabling the support team to provide longer informative responses.Shorten feature:Thiscondenses lengthy content to short and concise information or responses by scraping off irrelevant words or phrases.Translate feature:Enables content or text translation to various languages, making it easy for the support team to interact with end users.c. New features using AI in knowledge base articlesThe following new features have been added to help improve the quality of knowledge base articles.Article summaryYou can create summaries of knowledge base articles to present just the most important information. This makes it easy to read and understand articles for readers with limited time.Title generatorThis generative artificial intelligence feature examines the contents of knowledge base articles to produce SEO-friendly titles for them.Meta description suggesterYou can use this artificial intelligence feature to generate SEO-friendly meta descriptions based on the contents of the knowledge base articles.Note: LIKE.TG is currently offering these new features for free for a limited time. Eventually, they will be available only in the Enterprise or Business plans as additional add-on features.4. Integration of LIKE.TG with third-party appsTo optimize the help desk workflow, integrating third-party apps is important. LIKE.TG has made it easier for support teams to use and access their tasks with the following new features.Integration of LIKE.TG tickets with Azure DevOps Boards TasksLIKE.TG tickets can be integrated with Azure DevOps Boards tasks. The integration includes the following features:Creating a link between existing Azure DevOps work items and tickets.Synchronizing tickets with work items like comments, status, and priority.Viewing Azure DevOps work item details, such as title, type, and status, on the ticket page.With the integration of Azure DevOps, support agents and product engineering can now collaborate as well as stay up-to-date with task statuses.Ability to create JIRA tasks directly from LIKE.TGSupport teams can now create Jira issues or tasks directly from LIKE.TG.The created tasks will automatically be linked with their respective tickets and their details can be viewed in the ticket details page.5. Contact management feature updatesThe following new contact managementfeatures have been added.Export contacts and contact groups in different file formatsYou can now share or export specific sets of contacts and contact groupsin CSV or Excel. Customize the export list based on specific fields like address, location, or name.Additionally, you can import the contacts and contact groups into another application, in either file format.Show a contact field in the sign-up formYou can now choose whether to show the contact field of the Admin page in the sign-up form or not.6. New features in knowledge baseLIKE.TG’s knowledge base softwarehas been updated with new capabilities for easier navigation and access to information.Reorder knowledge base article positionsYou can now specify the order of articles or drag them to any location in the knowledge base.Changing the articles’ order to highlight important ones helps improve their readability.Show or hide articlesShow or hide the following types of articles in the customer portalknowledge base:Popular articles in the home page.Articles in the same section and category in the article details page.These options are on the admin page, under knowledge base, in the customer portal settings.7. Automation feature updatesThe following functionality has been updated to make the automation process more streamlined.Auto-create approval requests in create-ticket trigger automationYou can now add the approval request action to tickets, using the create-ticket trigger and update ticket trigger automation.To do so, create an automation rule with the Add Approval Request action in the create ticket triggerIf the rule corresponds to a specific ticket, an approval request is added to the ticket.8. New updates for reports and analytics featureTo enhance the reporting and analysis capabilities, the following new features were added.Group based on custom fieldsAn option has been added to the support traffic dashboard and support monitoring dashboard enable grouping by custom field dropdowns.View underlying data in contact performance dashboardsThe support team can now view the contact and contact groups’ performance metrics in the contact dashboard.To view the detailed ticket information related to different metrics, click the metric.9. New features in the customer portalThe following feature has been added to the customer portal.New ticket count widgetThere is now a count widget under the ticket module in the customer portal. Customers can see the total number of tickets, pending tickets, and solved tickets.10. General feature updateThe following is a general feature added to BoldDesk.Support for new data center regionLIKE.TG has added a data center in the India region. This means that India can host databases.Other regions that can host databases are the U.S. and the EU.ConclusionWith the latest feature updates, LIKE.TG is set to enhance the customer experience and streamline your support workflow.You can book a LIKE.TG live demo for better understanding of the new features mentioned in this blog. There is also a LIKE.TG free trial for clients interested in first-hand experience with these latest features. For any inquiries, you can reach out tothe LIKE.TG contact support team.Related ArticlesLIKE.TG Release Announcement: May 2023 New Features Update!Ways Help Desk Software Can Be Helpful in Growing Your OrganizationReasons to Choose User-Friendly Help Desk Software

The importance of a knowledge base in customer support cannot be overstated. A study by IBM revealed that companies with a strong knowledge base are 3 times more likely to innovate and grow faster than those without.Effective customer support, therefore, starts with a robust knowledge base. So, it’s crucial for companies to create a well-organized and relevant knowledge base and periodically improve it.But how can you guarantee that your knowledge base remains relevant and contributes to exceptional outcomes for you and your team?In this blog, we will acquaint you with the essential knowledge base metrics to monitor to ensure your knowledge base reaches its full potential.These knowledge base key performance indicators (KPIs) will not only assist you in evaluating the efficacy of your content but also unveil critical insights into user behavior, areas that need enhancement, and chances to boost productivity. Knowledge base metrics you should be monitoringMonitoring knowledge base KPIs is essential to ensure your knowledge base’s usefulness and relevance. We recommend tracking the following knowledge management metrics to see how well your knowledge base is fulfilling its intended objectives.1. Engagement of users with the knowledge baseAccording to the Harvard Business Review, 81% of all clients attempt to take care of issues themselves before reaching out to live customer support. Monitoring the traffic of your knowledge base is an excellent method to assess the efficiency of your content over time.It is possible to gather and examine data like the following:Total number of unique visits.Questions asked.Time spent on a page.Times an article was shared.High user engagement indicates that users can easily access the knowledge base. The length of time spent on a page will tell you whether it effectively meets the readers’ requirements.A few-second skim followed by a bounce means the page didn’t have the necessary information. A longer linger indicates the content is being more thoroughly read, dependent on the length of the article.2. Most popular readsIdentifying the most-viewed articles provides insight into what your clients typically search for, enabling you to offer optimal support and information.Being aware of the most popular help topics at any given moment will assist you in making modifications to your product or service to eliminate common problems.Conversely, articles with minimal interaction may need refinement or updating to better address user needs.The most popular articles can serve as examples for optimizing other articles as far as length, topic, and complexity go.3. Knowledge base visits vs number of support tickets Examining the relationship between the traffic to your knowledge base and the number of customer support requests your team receives can help you comprehend the influence your knowledge base has on customers reaching out to your team.Expanding your client base without causing a corresponding rise in support requests is the dream, right?Well, a knowledge base can be the magic tool—direct customers toward its articles, and they’ll soon learn to seek answers before reaching out for help. However, it should never be the only form of help given.Ideally, an efficient knowledge base should cause a decrease in the number of support tickets over time. It may only fluctuate in response to specific events, like when you launch a new product.4. Search box activityHow often are users performing searches on the platform? What are some of the common terms they search for? Search analytics can be a valuable knowledge base metric for your support team.You can easily determine Frequently Asked Questions (FAQs) and develop improved articles, tutorials, and infographics to address these concerns.User search queries that yield no results can reveal deficiencies in your knowledge base. This information can be used to guide the improvement of your knowledge base in future updates.You can create new articles, modify document titles, and adjust keywords to make sure they are included in results whenever users search for relevant information.5. User feedback surveysAs users are the ones who can determine if the knowledge base meets their needs, their feedback plays a crucial role in assessing the efficiency of your knowledge base.While negative feedback can be discouraging, it can also serve as a useful guide for enhancing and fine-tuning your content. Embracing constructive criticism enables you to identify areas requiring change, ultimately improving the quality of your knowledge base.This is one of the important knowledge base KPIs in which positive feedback indicates that your knowledge base was a worthy investment and that it aligns well with business needs. Articles with the highest positive ratings can serve as a model for enhancing those with negative feedback.6. Last update datesIt is essential to frequently update your knowledge base to keep up with ongoing product, service, and process changes. Depending on your business, information may need frequent or just occasional updates, so you’ll need to decide at what age an article needs to be checked.By keeping track of the time since each article in the knowledge base was updated, you can guarantee that your information stays accurate and relevant.This metric allows you to sustain a dependable resource that not only caters to user needs but also cultivates their trust in your capacity to deliver outstanding service.7. Knowledge base articles usage in support repliesAccording to a report by Forrester, employees spend about 1.8 hours every day—9.3 hours per week, on average—searching and gathering information. A well-crafted knowledge base can reduce this time by providing instant access to information.How often knowledge base articles are used in customer support replies is a good metric for measuring how efficiently your knowledge base is complementing your customer support efforts.This metric highlights the relevance and clarity of the information available in the knowledge base, showing whether it is up-to-date, accurate, and easily accessible by support agents.A high level of knowledge base utilization in support responses suggests that agents regularly depend on and possess adequate trust in it.Over to youWe hope that by utilizing the knowledge base KPIs we have discussed, you will be better equipped to make data-driven decisions and refine your knowledge base management strategy.Monitor and fine-tune your knowledge base articles to guarantee a smooth customer experience and boost overall support effectiveness.Try out LIKE.TG, the best knowledge base software with inbuilt analytics. Contact our support team to schedule a 30-minute live demo to experience the best self-service tool for your support team and customers.Begin a 15-day free trial to discover how LIKE.TG’s features can be fashioned to meet your unique business needs.Related articlesThe following are other articles related to the topic:6 Reasons Why a Knowledge Base is Important in an Organization.7 Important Tips to Creating a Knowledge Base Effectively.10 Common Mistakes to Avoid When Creating a Knowledge Base.

The not-so-secret sauce of a successful business is putting customers first. It is a victory every time you help them. However, how do you embrace the core customer support principle without a conversation?As your business scales, your customer support team needs to keep up with the surge of customers’ requests and inquiries.If you keep encountering the same customer questions, it is time to establish self-service capabilities in your help desk solutions. Understanding self-service in help desk solutions: What is it?The self-help tools, in a ticketing system, is a centralized information hub where customers or employees can find whatever they want whenever needed.When customers encounter a problem or want to ask questions, picking up the phone is no longer their first option.They would prefer using self-help options to get answers instantly throughChecking your websiteLooking for how-to videosGoing through the Frequently Asked Question (FAQ) sectionWhy do you need self-help tools in your help desk solutions?Imagine if your customers need to check your website’s “Contact Us” page for every question they have. There must be a way to provide them with assistance and information immediately.That is why businesses take their customer service experience up a notch through including the self-help options in a help desk ticketing software.Depending on your business’ nature, self-help portals in a help desk could mean many things. At its core, it serves as its users’ first support line.Today, ticketing software exists to streamline service request management and provide communication channels for customer inquiries.It usually includes self-help tools such:Knowledge base softwareShared inboxThese self-assistance tools help businesses support customers effectively and efficiently, improving customer experience.How self-service in help desk improves customer experienceCheck how integrating self-help options capabilities with the best help desk solutions do wonders for your business:1. Round-the-clock assistanceSelf-service customer support means being there for your customers 24/7, at any hour and any day of the week.It does not matter if the customers are from different time zones.They do not need to listen to recorded music playing in the background or wait a day for a response from the customer support team.2. Faster issue resolutionSelf-help portals add value to your business by respecting the customer’s time and providing answers quickly.The resources are available online, including FAQs, how-to videos, knowledge bases, and other valuable documentation.Instead of queuing in the customer support hotline, customers can bypass this and resolve their issues at their own pace.3. Accurate informationEstablishing self-help resources in your help desk is one thing; regularly updating the information is another.If you have a knowledge base or a repository where customers can learn about your services or products, you need to ensure the accuracy and relevance of content.Having outdated information can cause confusion and frustration among your customers. It can also decrease customer satisfaction and increase live support inquiries.To prevent these, you need to bridge the gap between what you want them to know and what your customers know.4. Scalable customer supportThe long-term success of your business depends on your customers’ satisfaction. One way to keep them happy is by going the extra mile and delivering services beyond their expectations.But how can you do this if your customer support team cannot handle the flood of customer inquiries?As your business grows, the number of customer queries and tickets bog down your customer support team.You need to scale your customer support by investing in the right mix of software and technology.5. EmpowermentEmpowerment and self-service go hand in hand. As mentioned, having self-service help desk solutions puts your customers in charge of finding answers and resolving issues.You provide them with the tools, convenience, and knowledge and take control of their support experience.With convenient self-service options:You give customers a taste of empowerment.Enhance clients’ overall experience.Improve customer satisfaction.How businesses incorporate self-service in help desk softwareDid you know you can reduce the inflow of ticket volume by a huge percentage with self-service options?Learning about the power of self-service is one of the best ways to satisfy your customers’ needs and let them have the answers themselves.Check out these self-help platforms that you can use for your business:Knowledge baseA customer service knowledge base is a virtual library where customers or employees can check about your products and services.Employees can use this as a resource center to upload training instructions and onboarding materials.Meanwhile, customers can find most solutions and answers in an efficient customer knowledge base.Whether it is about your offered services or products, this online helpdesk software provides immediate assistance.Customer portalsIn modern help desk solutions, end-users have their own customer portals. These portals offer them apersonalized space toAccess their support tickets.Track tickets’ progresses.Interact with the support team.With the portal, users can easily perform the following:Find solutions to common issues.Create new support tickets.Check and review their ticket conversations history.Community forumsYou must give your customers a platform to interact with the entire community. This is what community forums are all about.Building a meeting place where the user community can discuss with others is an arsenal for your business.Businesses usually use software and tools to create one.It saves your customer representative’s time.Helps customers without your customer support team.No one can understate the benefits of community forums for your company.Level up your self-service channel with the right software tool!People expect customer service to be fast, reliable, and efficient. This is why self-service in help desk software is significant. The best business software for 2023 can simplify the integration of self-service customer support in your business.Integrating self-help capabilities into your ticketing software gives your customers the power and ability to find the answers themselves.Wrap upCompanies need to incorporate the best self-help tools as part of their modern help desk solutions. For the best customer support experience, they should consider the combination of a self-help options that can perform the functionalities of their support team.With LIKE.TG, you can simplify the integration of self-service customer support in your business. Try our LIKE.TG free trial and discover why you won’t need to increase the staff headcount. You can reach our LIKE.TG support team for any inquiries and book a live demo.Related articlesHelp Desk Software Features for Boosting Your Customer SupportReasons Why a Knowledge Base is Important in an OrganizationBest Techniques for Reducing Customer Service Response Time

Analyzing survey data is key. However, how to analyze survey data is crucial to gaining valuable insight into your business.The analysis helps you make well-informed decisions across diverse fields, including market research, customer service, agent relations, and customer satisfaction.In current marketing practices, customer survey results are a major and effective means of collecting data for directing profitable business transformations.For instance, through effective survey data analysis, organizations can uncover patterns, trends, and correlations within the survey reports, leading to actionable information that can be used to improve business practices and outcomes.Let’s learn more about survey analysis by looking at the best ways on how to analyse survey data and covering some key techniques and strategies for effective analysis. What is data analysis?Data analysis is the process of inspecting data to find valuable information that can be used to inform decisions and test ideas.Applied to customer surveys, data analysis can be used to find methods for streamlining purchasing processes, identify support obstacles, improve customer relationships, and increase customer retention.A recent report published by Product board found that approximately 52% of businesses improve their brands based on customer feedback.Strategies of how to analyze survey data effectivelyIn contemporary customer survey result analysis, it is crucial to wield a variety of techniques to investigate survey reports that have already been collected.The following items are essential to effectively analyzing survey data:1. Know and understand all measurement levelsSurvey data analysis can be classified into different measurement levels, each serving a unique role survey reports. Familiarize yourself with the following levels:Nominal: Data is classified into distinct groups or categories based on specific characteristics with no inherent order or value.Ordinal: Data is categorized into distinct groups based on specific characteristics with an integral order or ranking, but the intervals between categories are not equal.An example of ordinal data is customer satisfaction (CSAT) survey responses that use a Likert scale. (In this context, a Likert scale quantitatively analyzes a customer’s attitude, behavior, or opinions on their experience with the business).Interval: This level of data combines features of nominal and ordinal. It has equal intervals between values, without a true zero point, and quantifiable differences between data points. This means that the numerical difference between any two values is meaningful and can be used for comparison and analysis.Ratio: This level exhibits equal intervals between values, along with a meaningful zero point.2. Ensure the customer survey data is high-qualityWhen performing analysis, consider factors that may affect the survey data, such as the phrasing of the questions, the objectives of the survey, respondent attitude, and the information you intend to use.Surveys should use clear, concise, and unbiased questions to acquire accurate responses.3. Differentiate between closed- and open-ended questionsSurvey reports questions can be differentiated as follows:Closed-ended questionsClosed-ended questions are questions that offer predefined response options, such as multiple-choice or yes/no formats. Such questions facilitate quantitative analysis and simplify data processing.Open-ended questionsThese questions give respondents room to provide unrestricted answers in their own words.Importantly, the answers to such questions provide qualitative data and offer valuable insights into participants’ thoughts, feelings, and opinions, giving companies direct information that can be leveraged to improve their business.4. Analyze quantitative data firstQuantitative data involves numerical information, providing statistical precision and allowing companies to begin analysis much faster.There are two types of quantitative data:Discrete: This type of data has a fixed value. One example is the number of product licenses held by a customer.Continuous: This type of data varies over time. The value isn’t static. One example is the number of support tickets opened by a specific customer over the course of a week.By analyzing such data, you can better deliver objective analysis.5. Supplement analysis with qualitative dataQualitative data adds depth and context to quantitative findings by capturing the complexities of customer experiences. Qualitative data in customer surveys is mostly collected through interviews, observations, and open-ended questions.6. Identify relationships with cross-tabulationCross-tabulation is a method of examining relationships between two or more variables. It helps you merge data in a very compact and understandable manner.The following factors should be included in any cross-tabulation analysis of customer survey data:Demographics: Collect precise information on the different demographic groups that responded to survey questionsGender: Analyze how responses vary based on genderAverage: Calculate averages or means for specific variables within different demographic groups7. Use time-series analysisWhile analyzing survey data, you need to be able to compare your past data with current data.This will help you easily discover related data, better predict business growth, and detect gaps or inconsistencies in the survey data, the surveys themselves, or the customer service provided.8. Analyze missing dataEmploy appropriate techniques to handle missing values, such as imputation (the substitution of missing values for reasonably estimated values) or deletion.By doing so, you’ll still have the data necessary to perform productive, effective, and useful analysis.9. Differentiate between correlation and causationThe human mind likes to identify patterns. This tendency often leads to associating two unrelated events that occur independently of each other.Therefore, it is crucial to thoroughly examine and differentiate between all correlation and causation aspects of every analytical finding. Consider all relevant variables before drawing any conclusions.How to present survey resultsTo ensure your analysis has maximum impact, it’s important to employ strategies that enhance its visibility and cater to the needs and preferences of your audience.Let’s explore the best ways to do so.1. Use high-quality data visualizationsTo ensure your analyzed data is visually appealing and easily understandable, employ the following techniques:Choose appropriate charts and graphs: Select chart types and KPI visualizers that enhance clarity, emphasize key insights, and effectively represent your dataSimplify complex data: Break down complex information into smaller, digestible visual elementsUse clear and legible fonts: Choose easy-to-read fonts, particularly when presenting data on slides or in reports2. Put analyzed data at the forefrontTo effectively present survey reports, make it the focal point of your communication. Consider the following approaches:Summarize key findings: This allows your audience to grasp the main points up frontTell a compelling story: Connect data points to a broader context or objective to make it engagingProvide context and interpretation: Offer insights, observations, and expert interpretations to help your audience understand the meaning behind the numbers3. Present survey reports effectivelyTo ensure clarity and avoid confusion, present each type of survey results separately.Use multiple slides or sections: When presenting data in a slide deck or report, dedicate separate slides or sections to different types of customer survey data analysis.Organize data logically: Group related data together and provide clear headings and subheadings to guide your audience.4. Label your data components clearlyTo facilitate understanding and prevent misinterpretation, effective labelling of data components is crucial.Provide clear titles and captions: Use descriptive titles and captions to provide additional context or explanations for the data.Clearly label axes and units of measurement: This helps your audience easily understand the scale and context of the data being presented.Include data source information: Provide information about the source of the data and any relevant disclaimers to maintain transparency and credibility.5. Shape your analysis report to your audience’s satisfactionTo effectively engage your audience, you should consider their needs and preferences. Practice the following:Tailor the presentation to the audience: Understand your audience and summarize the detailed data so that the audience will engage with it. This means excluding irrelevant or inessential analysis.Proactively address specific concerns or questions: This demonstrates your expertise and helps build trust in the analysis.Actively seek feedback before and after delivering analysis: Utilize colleague and audience input to refine your presentation style and improve future data presentations.Turn survey data into meaningful business insightsNow that you know the keyways on how to analyse survey data and presenting your finding, try using LIKE.TG—powerful, customizable help desk software—to help you collect, analyze, and present your business’s data through built-in reports and analytics.LIKE.TG will also help you increase your customer service agents’ productivity and effectiveness.To learn more about how your customer service can excel with the aid of LIKE.TG, sign up for afree trial. Or you can schedule a live demoand experience LIKE.TG firsthand alongside our product experts. You can also reach out to our support team if you have any questions.Related articles3 Best Ways to Collect Customer Feedback Surveys and How to Use Them40+ Popular Customer Satisfaction Survey QuestionsCustomer Satisfaction (CSAT) Survey: Definition and Details You Should Know

The cornerstone of any successful business is achieving excellent customer satisfaction through its customer support operations.LIKE.TG continues to be among the best help desk software on the market for making that happen for any business by providing an excellent user experience that leaves customers very satisfied.We are excited to announce that LIKE.TG has been crowned the Rising Star Award winner for 2023 by FinancesOnline, a leading review platform of financial, B2B, and SaaS brands. What makes LIKE.TG worthy of the Rising Star Award?LIKE.TG has received a rating of 8.0 from FinancesOnline based on an in-depth analysis of its main functionalities, collaboration features, customization capabilities, integrations, and more.This high rating and our young age in the helpdesk ticketing software market earned us the award.Additionally, FinancesOnline vouched that LIKE.TG’s features and capabilities are what review platforms look for on their list of top help desk software products today.The user satisfaction rating we received is 96%, with over 100 positive social media mentions.The high ratings mean we are a great customer service software that users find valuable and easy to use.The renowned reviewing platform had the following to say about our help desk ticketing system:“It enables businesses to streamline support operations and improve customer satisfactions since it is strong, adaptable, and cost-effective.”“Using LIKE.TG, you can efficiently manage your support email, automate repetitive tasks, [customize it] to your business needs, and publish self-help articles for your services or products.”What are some benefits of LIKE.TG?FinancesOnline identified the following areas where we excels as a help desk system:Provides a powerful email-ticketing system for streamlining workflows and customer support operations.Includes an efficient ticket-routing system with effective SLAs (service-level agreements) policy settings.Provides centralized, comprehensive knowledge base software with powerful features for creating self-service solutions.ConclusionWith the recognition LIKE.TG has received, we are encouraged that we are building a product that meets the helpdesk software needs of businesses and organizations worldwide.Let LIKE.TG be your go-to ticketing software with robust features that improve your customer support processes. Request a live demo and use our free trial for guaranteed customer satisfaction. Contact LIKE.TG support if you have any questions.

Security is a crucial aspect of any organization’s customer support functions. It deals with protecting sensitive customer information, ensuring the privacy and confidentiality of communication, and maintaining the overall trust between customers and the company.Studies indicate that data security and privacy issues are a concern for 79% of consumers.With the increasing dependence on digital channels for customer interactions and the growing threats to data security, it is essential to understand and implement robust customer service security practices.In this blog, we will discuss what customer service security is, the potential risks, and advice on enhancing your customer service security measures. What is customer service security?Customer service security refers to the measures and practices implemented by a company to protect the sensitive information of its customers and ensure their privacy and safety while interacting with customer support representatives.A strong privacy policy makes a company more trustworthy to 90% of individuals.Information security is crucial for maintaining customer trust and ensuring compliance with data protection regulations.Common security attack strategies against your support staffBusiness success heavily relies on customer trust, which can be quickly undermined by security breaches and data loss incidents. With that in mind, let’s look at some common ways customer service security can be compromised.DigitallyDigital dangers are unauthorized access, theft, or manipulation of electronic data, systems, or networks, causing:Data breaches: Unauthorized access to customer data can lead to data breaches, compromising sensitive information.Disruption in service: Viruses can cause disruptions in customer service operations, such as network outages or system failures, resulting in delays or interruptions in service delivery.Hackers impersonate your employees or customersThrough email or phone scams, impersonators can gain unauthorized access to customers’ personal and financial information. This data can be used for fraudulent activities, including unauthorized transactions and identity theft.Impersonators can trick customers into revealing sensitive information by posing as legitimate customer service staff. They may also send emails or text messages containing malicious links or attachments, which, when clicked or opened, can result in the installation of malware and the theft of personal information.Some industries are more prone to this sort of scam, especially ones with vulnerable customers in confusing, emotional situations. Scammers will use emotional manipulation and a false sense of urgency to maliciously:Exploit customer vulnerabilities.Gain unauthorized access to sensitive information.Commit fraud.If this involves access to your systems, it can result in data breaches, financial losses, reputational damage for the company.Compromises involving physical aspectsPhysical compromises, such as unauthorized access to customer service facilities or workstations, can lead to the same security problems as remote unauthorized access to your digital systems.It can also result in the theft or damage of critical equipment, such as computers, servers, or communication devices, and can disrupt the operations of the customer service department.How to improve customer service securityThe foremost objective of customer service security is to safeguard customer data, including personal and financial information, from unauthorized access, theft, or misuse.Let’s discuss 10 ways to improve customer security.1. Establish a department for managing security risksComprehending your cybersecurity stance will enable you to implement a risk management program. Businesses need an expert or a team of experts to assess their risks and the steps needed to mitigate them.The purpose of a security risk management department is to:Evaluate risks by analyzing the probability of different types of threats.Identify and apply appropriate risk reduction methods.Keep track of internal data usage.Security risk managers can create efficient, next-generation network security tactics to prevent potential cyber hazards and their consequences.2. Develop a strategy for securityTo enhance safety measures within your support team, it is crucial to consistently implement and update a strategy that minimizes potential risk.Having a well-defined plan for dealing with potential attacks, too, can significantly improve the speed and efficiency of your response.This plan should secure data following a breach and outline the necessary steps to resolve the situation.A readily available checklist outlining the signs of a breach and the steps to take in the event of such a security issue will significantly increase the chances of a prompt and secure response.3. Educate and train your employees on data protection and securityA global survey revealed that 60% of company executives possess an inadequate comprehension of the risk of data breaches via third parties.Furthermore, 20% demonstrated little to no understanding of these risks at all (PWC).Essentially, your employees are unconsciously making your business susceptible to threats from within.To begin, it is crucial to establish a security awareness program within your organization. Regular and consistent training sessions are essential components of your strategy to prevent cybercrime.Ensure that your entire support team is trained on the importance of information security and confirm their awareness of all legal obligations. Instruct them on the appropriate course of action in case of a suspected attack and methods for maintaining data security.4. Ensure appropriate preventive measures are takenSome of the preventive measures you can undertake are:Keep your software up to date: Software updates usually comprise security patches, which can aid in safeguarding your systems against recognized vulnerabilities.Use authentication protocols: Authentication aims to ensure that clients are, indeed, who they claim to be.Regular security audits: Regularly perform security evaluations and audits to pinpoint possible weaknesses and opportunities for enhancement in your customer service systems and procedures.5. Monitor the access and modifications made by agentsLimit employee access to customer data to a need-to-know basis. This can aid in preventing unauthorized entry and minimizing the likelihood of data breach incidents.When customer service representatives require access, recording their entry to and alterations of client data will aid in detecting fraud and identifying hazardous situations sooner.6. Ensure that support teams are well informedEstablish clear lines of communication among support teams, management, and other departments to ensure that any security concerns or incidents are promptly addressed. Encourage open discussions about potential security risks and how to mitigate them.7. Remind clients of safe communication practicesOne of the best ways to ensure the safety and security of your customers’ data is by frequently reminding them to only communicate through official channels.If it is the case for your company, reassure customers that your company will never initiate contact via phone, email, or text asking for sensitive information such as passwords, credit card numbers, or social security numbers. Have this reminder prominently featured in your customer portal and possibly as an add-on to official communications.8. Avoid sharing personal and sensitive dataThis applies to both employees and customers. According to a study conducted by SafetyDetectives, email is the source of 92% of malware.Clients should refrain from sending emails containing their passwords or credit card details in plain text.Employees should equally avoid requesting customers to disclose any personal information unless it is absolutely essential and through secure pathways.9. Incorporate security features into your toolsWhenever feasible, incorporate secure mechanisms within your systems instead of depending on individuals to manually adhere to the correct protocols.Implementing multi-factor authentication (MFA) might be an effective solution for enhancing the security of your customer service.10. Enable automatic password resettingAvoid requiring your customers to email for a password reset, as it poses a security threat. Instead, invest in software that automates the password reset process and requests security information from customers to confirm their identity.Why is customer service security important?Customer service security protects both your customers and your business from potential harm.Here’s a breakdown of why it’s important:Safeguarding customer data: Customer service interactions often involve sensitive information like addresses, credit card numbers, and account details. Robust security measures ensure this personal data is protected from unauthorized access, breaches, or leaks.Preventing fraud and identity theft: Hackers and scammers may target or impersonate customer service representatives to gain access to accounts or personal information. Strong security protocols minimize the risk of fraudulent activity and identity theft.Maintaining customer trust: Customers entrust their data to your business when they seek support. When you have a reputation for high security standards, it builds public trust in your brand.Ensuring compliance with regulations: Many regions have data privacy regulations that require specific safety precautions for customer information. Robust customer service security helps ensure your business complies with these regulations and avoids potential fines or legal repercussions.Enhance your customer service security with proven strategiesGiven the rising number of cyberattacks and the high stakes involved in protecting customer information, customer service securityshould be a top priority for any organization.By adopting these robust security measures and fostering a culture of security awareness, organizations can safeguard customer data, maintain trust, and ensure the overall success of their customer service operations.Enhance your customer service security with the SOC 2® Type 2-certified help desk software, LIKE.TG. Register for a free trial and discover its potential for your team. If you need assistance or have any questions, the LIKE.TG support team is constantly at your service. To learn more about how LIKE.TG can be customized to suit your business requirements, contact us to arrange a live demo.Related blogs10 Ultimate Strategies to Identify and Overcome Customer Pain Points7 Best Techniques to Improve Customer ExperienceGuidelines for Customer Service for Any BusinessStrategies to Provide Efficient Customer Service

Every company wants devoted customers who will always support their brand. Part of inspiring that devotion is building effective customer service policies that meet clients’ expectations, implementing good practices and procedures.You can manage your interactions with customers and settle disputes effectively if you clearly understand customer service rules and how to create them.In this blog, we will discuss everything you need to know about customer service policies. What are customer service policies?Customer service policies are a set of guidelines and principles established by a company to ensure that its employees consistently deliver high-quality customer support.It outlines the company’s approach to handling customer inquiries and complaints, and it provides a uniform procedure for support representatives to follow when interacting with customers.What should you include in your customer service policy?The proper approach to customer service issues and the attitude with which to handle your customers varies from one company to the next, depending on the clients and nature of your relationship with them.However, there are some guidelines that can serve as a broad baseline. The following are the main components of a consumer service policy.Customer service mission and vision statementClearly define your company’s mission and vision, and how your customer service should align with these values. This will set the tone for your policy.Product and service descriptionProvide clear, updated descriptions of what your customers can expect from your company’s products, services, and customer support team.Customer support team standardsThe company should outline the duties and responsibilities of each employee in various departments. The standard of professionalism should be considered.Support agents should know how to relate and interact with each other and with clients.The company can always make adjustments later to improve their customer support.Communication guidelinesThe company needs to outline the expectations for communication with customers, including the channels available (phone, email, chat, and social media) and any necessary escalation procedures.Rules on team collaborationThe collaboration among agents across different departments should be defined. There should be a clear hierarchy for escalation.Both primary and secondary contacts should be listed for departments the support team may have to contact.If particular types of issues need to be seen by particular people or sub-teams, that needs to be clear.Customer service promisesBuild a strong relationship of trust with your customers and be transparent about the products and services you deliver. With this, you can boost customer satisfaction.How do you develop customer service policies?Building an effective customer service policy requires an entire process from before the policy is created, to after it has been implemented. You can create your customer service policy using the strategies outlined.1. Create and implement the company’s vision and mission statementsWhen drafting a customer service policy, it is important for a company to identify and consider its core values as well as define the long-term objectives that it hopes or aspires to achieve with its customer service. These include:Company vision: Defines the goals that a company intends or hopes to achieve in the long run.Company mission: It should clearly state the key values for which a company stands.All company employees should know the company’s vision and mission. They should be included in the policy and kept in mind during its creation.They’ll set the tone for the customer service standards and expectations.2. Identify and understand your customers’ needs and preferencesAccording to Salesforce, 66% of clients expect companies to understand their needs and fulfil their expectations.Knowing what works for your target clientele helps determine how to serve them. You can consider clients’ behavior, demographics, and industry feedback.You can also directly research what your customers prefer or need from your customer service. Ask your support team for input. Ask your customers through community forums or sending them surveys.Using analytical insights to determine factors humans may not think to articulate. Use the findings to tailor your support policies to suit their requirements.3. Define achievable goals and benchmarksWhen developing customer service policies, ask yourself if the goals you are setting can be achieved. How realistic are they? Do they meet the expected standards?Set goals on important aspects such as resolution speed, communication channels to use, follow-up strategies, customer retention, complaint resolution.Identify ways to balance speed and quality of service. For example, utilize canned responses for the quick reply. Find ways to resolve issues on time, all while maintaining good customer relationships.Consider creating varying rules for different situations in order to achieve the best end results.4. Create an employee code of conductThe customer service team acts as the face of a company. They are in direct contact with the customers.It is therefore important to have effective customer service guidelines to define how they should act in different situations.Clearly outline how the employees should carry themselves professionally, how they should interact with customers, handle different situations, conflict resolution procedures, and when training should occur on these policies.5. Create and implement customer feedback loopsCollecting the customers’ input through real-time reviews, comments, or complaints about your customer service will help you identify your strengths and weaknesses.Forbes statistics show that businesses that prioritize their clients’ experience are 66% more successful than those that don’t.Asking for clients’ feedback regularly will help in refining and improving the customer support policies and procedures over time, thus best serving your clients.6. Promote the policy to employees and customersCommunicate with employees and customers alike on any newly implemented or updated policies. This encourages policy adoption.You can enlighten them through conducting meetings with employees or sending notifications to clients that include links to the policy.Informing them ensures that everyone is aware of the updates and that they consent to the policy being passed.7. Train and empower your employeesIt is important for team members to have a clear understanding of the policies in place. You can consider the following options to empower them with the right skills to properly carry out your policies:Hold policy-training programs and workshops to discuss the guidelines in depth.Include the policies in the internal knowledge base for reference.Additionally, you can also give them acknowledgement or rewards for good performance and handling difficult situations well, using them as teaching opportunities.8. Strive to continuously improve customer service policiesAs your company and technology keep evolving, customer expectations change, new situations arise, and your support team grows or shrinks, the policies in place should adjust accordingly.Update the policies alongside the changes witnessed in the business. This will ensure your support team always knows what to do, and clients are guaranteed good experiences.Why are customer service policies important?It is important that employees and customers clearly align in their expectations regarding good customer service for the following reasons.Inspires confidence and improves productivityGiving your staff members specific standards, guidelines, and courses of action in scenarios they are likely to encounter gives them confidence. They feel prepared and approach their work with more certainty, a certainty that comes across in their interactions with customers, relaxing them.With less time spent on customer complaints and hesitation over procedure, agents are also more productive.Keeps all support representatives on the same pageThe internal team collaboration guidelines and the customer service workflow policies help ensure that all agents stay on the same page when it comes to offering support.They have clear ideas on what to do or steps to follow when different types of issues arise.Provides consistent supportCustomers can expect the same high level of assistance and service, regardless of how they reach out for help or with which representative they interact.Assists you in delivering enhanced customer serviceAn ideal customer support policy includes how the support team can effectively handle different types of issues, be it common issues, complex issues, or a new type of issue.Having customer service policies and procedures with clear stipulations also ensures customers know the exact kind and standard of service to expect.When customers have clear expectations of communication and support capabilities, they are less likely to be upset by perceived slights.Improves client satisfactionSuccessful customer service policies ensure that clients’ managed expectations lead to higher levels of satisfaction.Satisfied clients will recommend your brand to other potential consumers and return for further purchases themselves.Customer service policy examplesThe following are common examples of customer support policies that different businesses can apply to ensure they provide the best customer service:Privacy and cookie policy: This clearly states the type of information a company collects and what they will use it for. It protects the privacy of information for all involved parties.Return and refund policy: This outlines the terms and conditions or requirements needed to accept returns and follow through with refunds.Security policy: These are measures that companies take to protect users’ data against unlawful access and use by unauthorized personnel, accidental loss and destruction of data, etc.Ethics policy: This covers the standards of ethical and behavioral conduct to be adhered to by employees, business vendors, and the overall company.Terms of use: Stipulates the rights and restrictions of using and accessing the services or products.These policies vary based on client base, business goals, and type of market.Customer Service Policy TemplateCustomer Service Policy TemplateOur Mission [Provide Company’s Mission Statement]Example: At [Company Name], our mission is to deliver unparalleled customer service that goes above and beyond expectations, fostering lasting connections with every interaction.Our Vision [Provide Company’s Vision Statement]Example: Our vision is to become the premier destination for our customers’ needs, creating enriching and gratifying experiences at every touchpoint.Our Commitment: We at [Company Name] are committed to providing exceptional customer service to our valued customers. We strive to ensure every customer interaction is positive and professional.Scope: This customer service policy is applicable to all team members at [Company Name], governing interactions with customers across all channels, whether face-to-face, over the phone, or online.GuidelinesMaintain a friendly and professional tone, employing suitable language and body language, and keeping a positive attitude consistently.Strive to respond to all customer inquiries within one business day and resolve complaints promptly to ensure customer satisfaction.Utilize active listening skills to comprehend customers’ needs and concerns thoroughly. Pay attention, ask clarifying questions, and summarize to ensure a good understanding.Offer assistance and solutions. Endeavor to offer assistance and resolve customer issues to the best of your ability, exploring all avenues to find suitable solutions.In cases where resolution proves challenging, escalate the matter to a higher level of support for more expert assistance.Treat all customers with respect and dignity, irrespective of their demeanor. Recognize that customers may express frustration or dissatisfaction and maintain composure and patience throughout interactions.Safeguard the confidentiality of customer information by implementing appropriate measures to protect sensitive data, adhering to all relevant privacy and security protocols.Always try to find ways to enhance the customer experience. Welcome and actively solicit feedback from customers on areas where you could improvement and implement initiatives to elevate service delivery continually.We firmly believe that by adhering to these guidelines, we can fulfill our mission and vision of delivering exceptional customer service experiences that exceed expectations and cultivate enduring relationships with our valued customers.Final thoughts on customer service policiesEstablishing customer service policies and procedures is an easy method to ensure that your company upholds a consistently elevated level of service. Your customer service policy should include guidelines and procedures based on your company’s objectives and provide specific suggestions for how to get there.The correct tools will make it simpler to adhere to the commitments stated in your customer service policy.Schedule a live demo to discover howLIKE.TG can help improve your business by implementing favorable client service policies for your employees. Start a free trial to experience its many capabilities. Feel free to contact LIKE.TG support if you have any questions concerning customer support.

Understanding customer perception of your brand is vital in today’s highly competitive business environment.How customers view your brand can significantly impact their purchasing choices and loyalty, ultimately leading to a company’s success or failure.This blog will explore the full concept of customer perception, including ways to improve it, how to measure it, benefits and more. What is customer perception?Customer perception is how customers view a specific product, brand, service, or company.The importance of knowing clients’ attitude towards businesses lies in its potential to affect customer loyalty, the image of the brand, and the company’s sales.Why is client perception important?The following are impacts of how customers perceive a product or service.Impacts brand imageA brand’s image is directly influenced by customer perception. A brand’s reputation may suffer due to a negative customer opinion, whereas positive customer opinion can improve it.Positive customer experience provides a competitive advantagePositive customer perception can provide businesses with a competitive edge in the market. It can also help differentiate a brand from its competitors.Determines customer loyaltyThe way a client perceives a brand affects their loyalty—a positive customer perception enhances customer retention. Therefore, clients who value your product or service are more likely to become repeat customers.Influences buying decisionsA customer’s attitude dramatically influences their buying choices. If a customer deems a product or service high quality or in line with their values, they are more likely to purchase it.Affects profitabilityA company’s bottom line can be influenced by clients’ attitude towards their brand or general business. A positive customer insight results in higher sales and profitability, while a negative insight may cause losses.What factors influence customer perception?The following are some of the factors affecting consumer perception:a. Product quality: Customer perception involves the quality of a product or service. If they perceive a product to be of high quality, it can justify higher prices than competitors.b. Price: The goal of pricing is for customers to believe they are receiving good value for their money. This can be tricky.If you price a product higher than its perceived value, customers will react negatively. But if you price it too low, customers will question the product’s quality.c. Customer service: Customers’ attitude towards a brand can be significantly swayed by a business’s quality of customer service. A company’s reputation can be boosted by good customer service strategies.On the other hand, a company can be perceived as unfriendly to customers through poor customer service.d. Brand image and reputation: How customers perceive your business is greatly influenced by the image and reputation of a brand and vice versa. Brands that have a positive image and reputation tend to be viewed more positively by customers.e. Marketing strategies: Customers’ perception of a product or service is significantly swayed by its marketing and advertising strategy.These are the tools you use to build an image for your products, and if your marketing is backed up enough by reality that customers believe it, client perception will match.Ways to measure consumer perceptionGauge how your company is perceived through the following:Customer surveysSurveys are one of the most frequently used methods to gauge customer perception. These can be conducted via CSAT, NPS, and CES.According to a study by Harvard Business Review, the primary metric used by 80% of customer service organizations to measure customer experience is customer satisfaction (CSAT) scores.The survey should encompass questions related to the customer’s experience, the quality of the product or service provided, and their overall sentiment toward the company.Collecting customer feedbackEncourage your customers to complete feedback forms following a product or service purchase.This could provide valuable insights regarding their expectations, which are dependent on their attitude of your company, and how well you have met them, which can tell you if that opinion is changing.Social media platformsCompanies can monitor how their customers view them by keeping an eye on comments and posts on social media mediums like Facebook, Twitter, and LinkedIn.They can evaluate comments that mention their products and that are posted directly to company sites to gauge the overall perception of their customers.Customer feedback and reviewsCompanies can comprehend customer opinion of their product or service by analyzing online reviews. This is an effective method to measure customer insight.BrightLocal survey statistics reveal that approximately 46% of shoppers believe in online reviews as much as personal recommendations, so this is a significant source both reflecting and shaping people’s perceptions.How to improve customer perceptionHere are the seven most effective strategies your company can employ to tailor good customer perception.1. Provide excellent customer serviceThe interactions between a business and its customers greatly influence how everyone perceive your company’s attitude toward customers.A customer service team with a reputation for being courteous, timely, and effective can make customers perceive your company as being appreciative and respectful of them.2. Maintain high-quality products or servicesYou want to make sure that the quality of your offerings meet or exceed the expectations fostered by customers’ perception of your company. Your reputation will suffer if the quality is poorer than expected.While improving quality is always a good way to fix this, you can also tailor your marketing to lower customer expectations and target a lower end of the market.3. Implement effective communicationMaintaining open communication channels and frequently updating your customers on new product releases, company announcements, and other updates can foster an image of a social company that likes to include clientele.Offer customers a chance to give feedback, and if appropriate for your business, let them know when you make a change based on it.4. Ask for customer feedbackHow a company responds to customer feedback can significantly influence how customers perceive them.A company that values, listens to, and responds to customer feedback is typically seen as more customer-focused than a company that ignores suggestions or customer complaints.5. Monitor and respond to reviewsMake sure your online presence positively represents your brand. Interact with customers on social media, keep your website user-friendly, and handle online reviews efficiently.6. Personalize the customer experienceCustomers’ opinion of your company as customer-driven can also be significantly improved through personalization.By focusing on individual preferences, customizing marketing messages, and adapting product suggestions, you can offer positive customer experience with your brand.7. Corporate social responsibilityTo be perceived as a business interested in more than just financial gains, participate in corporate social responsibility programs that are in line with your brand’s values.Customer perception matters!In summary, the success of your business can be significantly influenced by customer perception, a potent force. It’s not just about providing a quality product or service; it’s about how well you craft public perception of your brand and follow through by meeting the expectations that perception creates.Schedule a live demo to learn how LIKE.TG can assist your organization in improving customers’ perception of your support team’s competence and willingness to help. Start a free trial to experience various features. Contact the LIKE.TG support team for any questions or concerns about our product.Related articlesEssential Ways to Improve Customer SatisfactionBenefits of Tracking Customer Satisfaction with the Help Desk

Although hard to come by, loyal customers are a tremendous asset to any brand. Many businesses now consider keeping customers happy to be a top priority and for good reason.Returning customers generate the most value by gushing their friends and coworkers about their most recent purchases!In this post, we will examine what customer loyalty is, ways to improve it, and some metrics to gauge client loyalty. Why should your business measure customer loyalty?Just because a customer is satisfied with your support doesn’t guarantee that they will be loyal to your company. Measuring customer loyalty benefits companies in many ways, such as:Knowing their customers better: Customer loyalty metrics provide insight into what drives customers to stay loyal to the brand. Understanding customer behavior and purchasing patterns makes it easy to offer exactly what customers need to keep them returning for more.Tracking business performance: Observing changes in customer loyalty metrics helps companies evaluate their performance against past trends. They can use this to identify their strengths or weaknesses and devise strategic plans to improve customer loyalty.Strengthening customer relationships: Knowing how customers relate to the company and perceive it helps departments throughout the company improve customer connections.Creating and maintaining a superb customer experience: Businesses can use customer loyalty metrics to identify which experiences retain customers and which ones push them away. This helps companies adapt their procedures and workflows to deliver an outstanding customer experience in every interaction.Making sound decisions: The insights from loyalty metrics inform businesses’ future decisions to maintain customers.How to measure customer loyaltyCustomer loyalty is the ongoing commitment and preference of a customer towards a particular brand, product, or service. It is the result of a positive customer experience, satisfaction, and the perceived value of an offering.With customer loyalty index, we can monitor our success at keeping the customers we attract. Let’s discuss the key metrics to measure your customers’ loyalty.1. Customer satisfaction score (CSAT)The customer satisfaction score serves as an efficient and straightforward method to gauge immediate customer satisfaction. It prompts customers to evaluate their satisfaction with a company’s product or service on a scale, typically ranging from 1-5 or 1-7.To improve your CSAT score, learn more about the best practices for customer satisfaction surveys.To calculate your customer satisfaction score:Divide the total number of satisfied customers by the total number of respondents and multiply the results by 100.This direct response can assist businesses in pinpointing problems and implementing improvements to boost customer loyalty.2. Customer retention rateYour customer retention rate reflects how well your brand can keep clients. It displays the number of clients who have continued using your brand over time.According to statistics, 82% of organizations agree that customer retention is cheaper than client acquisition because of improved brand image.Several things impact customer retention, like perceived value versus cost, delivery time, and loyalty programs.Customer retention rate (CRR) calculation is as follows:Subtract the number of new clients (CA) during your chosen time period from the number of clients at the end of that time (CE).Divide the result by number of clients you had at the beginning of that time period (CS).Multiply the result by one hundred.Where:CA: Total number of new clients.CE: Total number of clients at the end of the given time.CS: Total number of clients at the start of the given time.3. Customer lifetime valueThe complete financial connection between a brand and its customers is examined through customer lifetime value (CLV).This metric aims to estimate the potential profit each client may provide for the company. Companies can use the CLV calculation to determine how much they can spend to gain each client.This metric aims to estimate the potential profit each client may provide for the company. Companies can use the CLV calculation to determine how much they can spend to gain each client.Apply the following formula to calculate your customers’ lifetime value:First, calculate the customer value by multiplying customers’ average number of transactions by the average value of a transaction.Then, multiply the resulting customer value by the average customer lifespan.4. Repeat purchase rateThe frequency with which buyers make purchases of a specific product is known as the repeat purchase rate. A high frequency of repeat business is a strong indicator of consumer loyalty and people who believe in your brand.To calculate the repeat purchase score, follow this formula:Divide the total number of repeat customers by the total number of paying clients.5. Customer loyalty indexA standardized technique for tracking client loyalty over time is the customer loyalty index (CLI). Even though it can be your top goal, client loyalty cannot be expressed in a single figure.This is why CLI considers a variety of variables, including Net Promoter Score (NPS), upselling, and repeat business. This is done by way of a questionnaire that covers these three crucial areas:How likely are you to tell [people you know] about us?How likely are you to buy from us later?Are you likely to try our other products or services?The average of their three replies determines a customer’s CLI.It rates these responses on a scale of 1 to 6, with one denoting “Definitely Yes” and six denoting “Definitely No.”6. Active engagement rateA valuable indicator of client loyalty is the active engagement rate, which is comparable to the participation rate. The quantity of consumers actively participating in your loyalty program is called active engagement.Active engagement rate calculation is as follows:Take the total number of customers in a given time period and divide it by the number of clients participating in the loyalty program.7. Rate of engagement in social mediaSocial media engagement serves as a valuable tool for measuring customer loyalty metrics. It allows businesses to track customer interactions, preferences, and overall sentiment toward their brand. You can monitor consumer loyalty by monitoring your social media involvement levels.Count the mentions, likes, shares, and comments you receive on social networking sites. Your clients are more likely to be loyal to your company if they are active on social media.8. Customer attrition rateIt is critical to monitor client turnover in the same way as client retention. Customer churn is the number of clients that leave your company over time. A high customer churn rate (CCR) suggests that many of your clients will attend your firm.Calculate the rate of customer attrition using the following formula:Divide the number of clients who left your company in a specific time period by the number of customers at the start of that period, then multiply that value by a hundred.9. Upsell ratioThe upsell ratio is yet another excellent indicator for gauging client loyalty. This customer experience metric is the proportion of buyers who made several purchases over those who made just one purchase.Cross-selling is the process of purchasing more items than were initially planned, whereas upselling refers to the behavior of choosing higher-value choices over lower-value ones.To calculate the upsell ratio:Divide the number of customers purchasing additional services by the total number of all customers.Ways to improve customer loyalty to your businessHere are some crucial pointers for enhancing your metrics:Create loyalty programsInstead of holding frequent sales events and discount promotions, you could create a customer loyalty metrics program that rewards customers for their repeat business to boost their overall income.Doing this may establish a relationship with the consumer and provide them with reasons to place further orders.Ask for feedback from customersRepeatedly ask your customers for their opinions and suggestions (but not to the point of being annoying). This shows that you respect their point of view and are willing to improve based on their needs and preferences.You can request feedback on your merchandise or the performance of your customer service staff.This can assist you in gaining more sales from customers who see their suggestions come to fruition in your offerings.Social media engagementIf you put time and effort into your social media interaction, your most devoted clients could assist you in reaching new heights. Your company’s success depends on building strong customer relationships. Thus, having active social pages is now required.Using social media marketing and interactions, many new businesses are attempting to engage clients further, turning them into brand advocates.The more you invest in client involvement, the more money you save from the free marketing they give you.Take advantage of customer loyalty metrics to scaleYou can better gauge your company’s development and trajectory if you calculate customer loyalty.Tracking a mix of customer loyalty metrics will offer you a more in-depth understanding of your success in attempts to win over consumers’ loyalty.Consider using a platform like LIKE.TG to improve your customer experience. Sign up for aLIKE.TG free trial or book a live demo to see what it can do for your support team. If you have any questions, please contact the LIKE.TG support team.

The integration of knowledge based AI into customer service has become an increasingly essential focus for enterprises. AI is more than a passing trend; it is a technical revolution that is changing how businesses connect with their consumers.Let’s take a look at how knowledge based AI impacts customer service. What is knowledge-based AI?Knowledge based AI is a computer system that uses technological advancements like machine learning and natural language processing to help agents and customers quicken the process of finding solutions to their inquiries from repository data, documents, and other knowledge-base information.Knowledge based AI has three components:The knowledge base (KB) is a user-friendly self-service portal with detailed information about products. Knowledge bases contain a set of published documentation that includes answers to FAQS, how-to guides, and troubleshooting instructions designed to ease agents’ and customers’ work in finding solutions.Artificial intelligence (AI) is a cutting-edge development in technology where machines or computer systems imitate human intelligence to carry out tasks. In simpler terms, AI systems copy the way humans think by learning from data. They then utilize this knowledge to offer automated solutions, spot trends and patterns, and even make independent decisions that come with predictions for the future.A user interface is a dynamic bridge of communication facilitating seamless interaction between humans and computers on a device.Types of content in an AI-powered knowledge baseTo come up with the best knowledge base, information has to be compiled from different data sources to suit different audiences and serve different purposes:Structured knowledge content: As the name suggests, this type of knowledge base content is organized in a certain hierarchy of categories and follows a specific formatting system. Some common examples include FAQs, articles, user guides, manuals.Unstructured knowledge content: The content under this category does not have any specific order or formatting style it follows. The information comes from unstructured data and is relayed in a variety of formats to suit a specific purpose. Examples of unstructured knowledge content include customer interactions via social media or emails, discussions on community forums, chat transcripts, etc.Modified knowledge content: Some businesses utilize AI to generate information from different sources, such as conversations. These sources can be analyzed by AI to summarize information either on tickets or articles, translate content to multiple languages, shorten lengthy content, and more. Such information is what we refer to as automated content.Ways to use AI powered knowledge baseKnowledge based AI can be used in a variety of ways to enhance the efficiency, quality, and overall performance of different business processes. Here’s an in-depth look at how knowledge-based AI can be used for myriad purposes.Establishing multilingual supportKnowledge based AI can provide multilingual support by translating KB articles into multiple languages.For Instance, AI can translate a KB article into a preferred language (e.g. English to Czech and vice versa).In relation to that, knowledge base AI multilingual support eliminates language barriers in customer service, thus improving the efficiency and reliability of the support service.Enhance article SEO rankingsAI can greatly improve article SEO rankings. This is because knowledge based AI works by understanding the meaning, context, and intent behind search keywords and customer search queries.By understanding keyword and search queries, the knowledge based AI:Autogenerates sitemaps to improve website navigationOptimizes keywords to improve website ranking in search engine resultsAnalyzes competitor data to help you understand your competitors’ strategies and improve your ownPredicts what content will attract more traffic to your website based on trends and customer behaviourProvides SEO-friendly article titles and meta descriptions to improve website visibility on search enginesIdentifies content gaps to provide a more comprehensive and relevant user experience.This can lead to improved visibility and higher traffic to your website, thus improving website search impressions.Simplify knowledge base article contentOne of the ways to use knowledge-based artificial intelligence is to simplify your knowledge base articles. Knowledge based AI can help your customers understand a long KB article using predefined tags and strong algorithms to:Summarize a knowledge base article’s content into a short and easy-to-read summary.Pinpoint main article concepts and main article intent.This can greatly reduce the time agents and customers spend manually processing and understanding KB articles, thus making your customer service quicker, more reliable, and effective.Deliver professional, error-free articlesAI can also help you deliver professional, error-free KB articles that adhere to a brand’s tone and style guidelines. It can refine KB articles using AI techniques like:Rephrasing: This allows for the professional rewriting of KB articles. It offers the flexibility to rephrase content in standard, fluent, or professional styles.Elaborating: This tool offers the ability to deepen and elaborate on chosen content, making it more detailed. It lets users select the desired tone and size of the content.Shortening: This tool makes the text more concise by removing superfluous words and phrases while keeping the meaning intact.Translating: This tool offers the convenience of translating content directly into various languages.Correcting grammar: This tool helps in correcting grammar errors in knowledge base content.This leads to a better understanding of knowledge base articles, thus increasing customer satisfaction.Encourage self-serviceKnowledge-based artificial intelligence can encourage self-service by providing customers with a user interface to search articles that could help them resolve their issues based on their search keywords.Knowledge-based AI works in self-service by:Analyzing customer query keywords and suggesting the best relating knowledge base article to help them solve their issue.Generating concise summaries of lengthy articles to help customers more quickly understand main knowledge base concepts.This can increase customer satisfaction, as customers can resolve their issues quickly without waiting for the support team’s response.Generate insightful reports and analyticsFinally, AI can analyze frequently asked questions and read articles to provide insightful reports and analytics that can help businesses make informed decisions. The analyzed data can be used to predict future customer needs and improve product features.Additionally, the analyzed data helps agents identify customers’ frequently asked questions, thus giving agents ideas for new articles.Why should you power your customer service with knowledge based AI?Integrating knowledge-based artificial intelligence into your customer service can significantly enhance your customer support level by intermittently improving customer satisfaction.Knowledge base AI has the capability to handle a vast number of tasks, improving customer service efficiency and fostering customer reliability.Knowledge-based AI in customer service can also:Offer round-the-clock supportReduce operational expensesPersonalize customer interactions for enhanced satisfactionEnable ticket deflectionAnalyze large sums of data and predict future customer behaviourAssist in onboarding and agent trainingHow to create an AI Knowledge baseEmbarking on the journey of creating an AI knowledge base? Here are some vital pointers to help you craft one that’s not just effective, but also engaging and user-friendly.Interpret your customers’ desiresThe initial and most critical step before creating a knowledge base in AI is to decode your customers’ needs. This process involves identifying the information or questions that your customers frequently ask.With that in mind, you need to implement strategies such as:Conducting surveysAnalyzing customer behaviorIncorporating customer feedbackConsequently, this will ensure that your knowledge base AI is tailored to your customers, providing them with valuable and pertinent information.Establish boundaries and collect relevant dataHaving information on customer needs, it’s time to set the boundaries for your knowledge base AI . You need to decide which subjects and topics deserve a spot in the knowledge base and accumulate relevant data and materials to fortify your knowledge base.Sources such as FAQs, user manuals, and tutorials are great data repositories.Maintain a uniform structureEnsuring your AI knowledge base has a uniform structure will simplify navigation. Therefore, you need to have good information structure, easily identifiable categories, and a handy search tool.The streamlined structure will enable customers to locate their required information, saving time swiftly and efficiently.Make it simpleYour knowledge base AI should be straightforward and simple to use. Avoid using jargon or advanced terminology that your consumers may not comprehend. Instead, use plain, unambiguous language that everyone can easily understand.Choose the right AI-powered toolThere are several AI powered knowledge base tools on the market. Therefore, you need to choose one that meets your company’s requirements and budget. Choose a proper tool that contains capabilities that makes it simple to create, modify, and manage knowledge based content.Implement machine learningImplement machine learning to improve the efficiency and effectiveness of your knowledge base AI . Machine learning algorithms may continuously increase the knowledge base in AI by analyzing user inquiries and behavior.This includes making tailored suggestions, anticipating client inquiries, and increasing search capabilities.Top 5 knowledge-based AI softwareLeveraging AI in a knowledge base.LIKE.TGLIKE.TG is customer service software that leverages artificial intelligence in its user-friendly knowledge base software. It integrates an AI copilot for both internal and external knowledge bases, to ensure all users get instant answers to all their inquiries.With LIKE.TG’s generative AI assistant, support teams can easily get automated responses to help them accurately and quickly answer common questions.LIKE.TG’s AI-assisted knowledge base has capabilities such as:AI article summarization and shortening to make it easy for user to understand the gist of an article quickly.Article rephrasing tools to rewrite the content more clearly and simply to suit the target audience.AI-translating to convert articles into multiple languages.SEO-friendly article titles and meta descriptions are suggested.Pricing: Starts at $25 for 3 users/monthFree trial: 15 DaysLeverage AI in your self-service solutions through LIKE.TG’s AI-powered knowledge base today. You can book a live demo, start a free trial, or contact our support team for any inquiries.Guru Guru has features that enable end-users to get answers instantly to all sorts of inquiries using an AI search tool. Cross-functional teams can create, manage, and share AI-generated information in real-time.Pricing: Starts at $15/user/monthFree trial: 30 DaysKorra Korra is an AI-powered knowledge management platform that supports all types of content and provides AI answers from different sources of information. It can be customized or rebranded to provide AI chat support for a self-service solution.Pricing: Starts at $199/monthFree trial: AvailableSliteSlite is a collaborative, AI-powered knowledge base that runs on autopilot to ensure end-users can find company information with ease. It uses an AI assistant to generate instant answers, has knowledge management tools and supports documentation of all knowledge types.Pricing: Starts at $8/month/memberFree trial: 14 DaysTettraWith Tettra’s AI-powered assistant, Kai, a company can create and manage its information within an internal knowledge base. Its AI-assisted search engine goes through the company information or assigns an agent the issue to ensure users get instant answers to their questions.Pricing: Starts at $4/user/monthFree trial: 30 DaysWhat’s knowledge-based AI all about?The infusion of AI powered knowledge base into customer service revolutionizes the interface between organizations and their customers, delivering a transformative impact. Now that you know how knowledge base in AI is crucial in your customer service, let’s dive deeper.We present LIKE.TG, a leader in providing AI powered knowledge base solutions for customer service. But don’t just take our word for it; why not give it a try yourself?LIKE.TG offers a free trial for its products that could dramatically boost your customer service efficiency.This isn’t just about automating responses; it’s about providing up-to-date material, gaining a competitive edge, simplifying training, creating tailored customer experiences, enhancing your decision-making, and significantly reducing human errors.Curious to learn more about LIKE.TG and how its knowledge-based AI can revolutionize your customer service? Request for a live demo. Contact us and rest assured that our team will provide you with complete assistance every step of the way. Transform your customer service with LIKE.TG today!Feel free to leave a comment below, be it a review, a suggestion or inquiry on AI knowledge base!