Customer service teams are increasingly focused on leveraging modern technology to enhance customer experiences.With the explosion of AI technologies, the expectations of what customer service departments should deliver are also escalating.The use of generative AI tools has surged recently, with ChatGPT being one of the most widely used.This article will delve into seven different ways to utilize ChatGPT in customer service and will also highlight the ways that it enhances customer service operations to ensure satisfied, returning customers.In this blog we’ll look at Chart GPT and its relevance in customer service. What is ChatGPT?ChatGPT is an advanced machine learning model developed by OpenAI. Its main function is to comprehend and produce text that mirrors human language, depending on the input it is given.This makes it incredibly useful in a variety of fields, including customer service.This generative AI can be a massive aid to customer service teams in their daily operations. It offers a more engaging and tailored customer experience compared to traditional systems by providing immediate responses to customer inquiries.In addition, ChatGPT gives customer service teams easy access to comprehensive solutions, enabling them to swiftly find necessary information.How can you use ChatGPT for customer service?ChatGPT employs machine learning to produce text that resembles human writing and can significantly improve customer service in several ways:Quickly respond to customer complaints and feedbackChatGPT can be programmed to identify and react to typical customer grievances, including problems with product quality, shipping delays, or billing mistakes.Upon receiving a customer complaint, it can examine the content carefully, sort the ticket (message), and generate a response that both comforts the customer and suggests possible remedies to their issues.The quick responses generated by ChatGPT aren’t limited to your help desk tickets. Service agents can also utilize it to swiftly address customer feedback across various channels, such as:EmailSocial mediaProduct review sitesFor instance, an agent can request this generative AI to construct a professionally toned, empathetic email to a dissatisfied customer.This generative AI also allows users to specify the length of responses, facilitating the creation of concise replies for channels where messages may have strict character limits, like social media.Summarize customer queriesCustomer service excellence requires agents to comprehend customer issues and grievances fully.It’s essential for agents to thoroughly read customer complaints and previous interactions to avoid redundancy.While this practice enhances customer service, it can be very time-consuming.Agents can identify customer issues more efficiently by utilizing ChatGPT to summarize queries and past interactions.For instance, an agent could input a customer’s complaint email into this generative AI and ask it to summarize the key points.Categorize and prioritize conversationsA significant challenge for support teams is categorizing and prioritizing conversations to determine what should be done with them.Which ones are the most urgent? Which ones have resolved an issue but require a follow-up? It’s difficult for agents to gather all essential information from a discussion.This is especially true when a conversation spans dozens of replies. Even with carefully recorded notes and summaries, agents have to spend a considerable amount of time determining what has been covered and what remains to be covered, which is no small task when they’re flooded with tickets.Integrating ChatGPT with your existing customer service systems can remedy this by automatically sorting customer conversations for agents. This ensures that no important issues are overlooked.Quality monitoringThe pivotal role of customer service in determining a business’s success is no secret. According to a study by Salesforce, 96% of customers claim that excellent customer service fosters trust.ChatGPT can be used for quality monitoring in customer service by analyzing past conversations between customers and service representatives.The AI model can be trained to recognize good and bad examples of customer service based on factors such as:PolitenessResponsivenessClarity of communicationProper resolution of issuesThis generative AI can also be used to provide real-time feedback to customer service representatives during active chats.Furthermore, it can be used togenerate reportson the performance of customer service representatives, identifying areas of strength and areas that need improvement.Multilingual support and translationChatGPT isn’t restricted to only understanding English. Itsmultilingual support leverages the system’s large language model capabilities to serve customers who communicate in other languages.Delivering exceptional customer support should not be hindered by language barriers.By integrating this generative AI into your customer support system, the multilingual support it provides adds value for your customers, leading to a more inclusive and accessible experience for a diverse customer base.Sentiment analysisSentiment analysis, also known as opinion mining, employs natural language processing and text mining to interpret the emotional undertones of written material.Its primary function in customer service is tospot dissatisfied or unhappy customersso that agents can address their issues before they worsen.ChatGPT can comprehend the sentiment in a customer’s inquiry to help agents write responses that fit the customers’ feelings.Benefits of ChatGPT customer supportUsing AI for customer support provides a multitude of benefits that not only make operations more efficient but also improve the overall customer experience. Here are the key benefits:AutomationChatGPT can take over routine tasks like:Responding to commonly asked questions.Providing solutions for typical problems.Dealing with straightforward customer inquiries.This allows customer service representatives to concentrate on tasks that demand human intelligence, insight, and creativity.Applying ChatGPT enhances the productivity of customer service and the improves the client experience, as well as minimizes the risk of errors.Quick responsesA study by Forrester revealed that 66% of consumers believe that the best way companies can offer an exceptional customer service experience is by valuing their time.With ChatGPT assisting your support system, customers no longer have to endure long waits to receive responses. The AI can provide immediate responses that are just as accurate as those provided by human agents but delivered in a fraction of the time.Lower the company’s expensesTraining human customer service representatives is time-consuming and expensive. With ChatGPT, you only need to train the model once and it can then be scaled to handle any volume of customer inquiries.Furthermore, as your business expands, ChatGPT can effortlessly scale up to manage a larger number of customer queries without requiring extra investment in personnel and infrastructure.Consistency in addressing similar customer inquiriesA distinctive voice aids in crafting your brand’s identity and establishing credibility and trust among your customers.The flexibility of ChatGPT means that you can train it to provide consistent responses to customer inquiries, ensuring that every customer gets the same level of service.With the proper setup, there is little to no risk of a customer getting conflicting or inaccurate information when a question is correctly formulated.This generative AI is exceptional at ensuring consistency and precision in its responses. Therefore, businesses leveraging this generative AI in customer support offer uniform answers to customer questions, regardless of the support channel utilized.Limitations of ChatGPT for customer serviceBefore you become overly enthusiastic about ChatGPT, it’s crucial to take into account some significant constraints.Lack of personal touchUltimately, ChatGPT is an AI. While it mimics human conversation, it still lacks emotional touch.ChatGPT is often criticized for delivering impersonal, mechanized replies that do not adequately meet customers’ requirements or worries.Clients value the personal connection that human interaction brings, which is missing with ChatGPT customer service.Inability to carry out multiple tasks at onceChatbots like ChatGPT are designed to handle one conversation at a time. This means they cannot multitask by addressing multiple issues or speaking to multiple customers simultaneously.If multiple queries are sent to it at once, the chatbot may not be able to handle all of them accurately or may only respond to one at a time.Lack of creativityWhile ChatGPT can generate responses based on its training, it may lack the creativity and spontaneity of a human agent.It’s limited to what it’s been trained on and may not be able to think outside the box to solve a novel or complex customer issue.In situations where a creative or unique solution is needed, ChatGPT may fall short.Limited to textAs ChatGPT is primarily a text-based model, it cannot handle queries or complaints that require visual or auditory understanding.ChatGPT prompts for customer serviceChatGPT can be an effective tool for customer service, providing real-time assistance to customers through chat interfaces. It can also be a great tool for training customer support agents.ChatGPT has an advanced AI language model that excels at grasping both sentiment and context, enabling it to generate precise and relevant replies when given specific inputs.These inputs are referred to as ChatGPT prompts. Each prompt is made up of key terms and phrases designed to initiate a response.These prompts initiate interaction between the generative AI and users, with more detailed and contextual prompts yielding improved responses.When you present ChatGPT with a query or command, it generates a response as if engaging in a dialogue.Consequently, ChatGPT can serve as an invaluable resource for training customer service representatives, showing them how to interact with tact and professionalism.Following are eight example ChatGPT prompts for customer service agents to learn from during training.1. Prompts for general customer serviceThese are scripted lines or inquiries designed to kick-start an interaction with a customer in need of help or support.They represent an initial touchpoint where customer service agents connect with clients and tackle their questions.Such prompts often contain a warm welcome and a prompt for the customer to describe their reason for reaching out.Prompt:A customer is having trouble logging in to their account. Write a clear and concise script for me to explain potential reasons and walk them through troubleshooting steps.ChatGPT’s response:2. Prompts to show empathy to customersThis provides representatives with a selection of empathetic expressions and sentences, enabling them to find various methods to express the same feeling.These prompts can assist customer service agents in establishing a connection with customers and demonstrating concern for their issues.Prompt:Please provide 5 empathetic phrases that customer service representatives can use to connect with customers.ChatGPT’s response:3. Prompt to handle product or service inquiriesPrompts like these are crafted to aid service agents in addressing inquiries regarding products or services.Prompt:A customer contacts us inquiring about what a service-level agreements (SLAs) is. They are interested in knowing how our SLA can benefit their business. As a customer service agent, offer the customer appropriate and satisfactory details.ChatGPT’s response:4. Prompt to create knowledge base articlesThese prompts aim to generate knowledge base articles that can serve as training materials.They help minimize the effort required to develop a self-service help center for customer support.Prompt:Please write a knowledge base article on “How to apologize to an angry customer as a customer service agent.”ChatGPT’s response:5. Prompts to resolve customer complaints and issuesThese prompts are crafted to assist service agents in addressing and settling customer grievances.This may require probing into the problem, proposing a remedy, and touching base with the customer afterward to confirm that their concern has been satisfactorily resolved.Prompt:A client is experiencing an issue with a specific feature of our product. Guide me to ask relevant questions to diagnose the problem and offer targeted solutions.ChatGPT’s response:6. Prompts to address shipping and delivery questionsThese kinds of provided prompts aim to assist customer service agents in addressing issues related to shipping and delivery.Prompt:A client received their order, yet discovered an item was not included. Upon noticing the discrepancy, the client reached out for clarification. As a customer service agent, help resolve the client’s concern.ChatGPT’s response:7. Prompts to assist in billing and payment concernsThese prompts aim to offer guidance and support to customers experiencing difficulties with billing.Topics addressed may include details regarding account information, understanding billing statements, and exploring various payment options.Prompt:A customer wants to check on the status of their order but doesn’t have their order number and payment details. Prompt me to gather necessary information to identify their order and provide an update.ChatGPT’s response:8. Prompts to manage cancellations and refundsThese prompts aim to assist customer service agents in handling cancellations and refunds.They might address issues like cancellation procedures, refund requests, and the execution of refund transactions.Prompt:A customer is interested in returning a product. As a member of the customer service team, inquire about the reason for the return and recommend an alternative product. Should they decline the suggestion, assist them with the return process.ChatGPT’s response:Future of ChatGPT/AI in customer serviceTechnological advancements are constantly transforming the business landscape, particularly in customer service.Customer service used to mean call centers and long waiting times.Now, technologies such as ChatGPT and other generative AI have made customer service more efficient and effective, enabling businesses to offer 24/7 support, quicker response times, and personalized assistance while reducing the burden on support staff.The outlook for ChatGPT and AI in customer service is promising. Potential future developments include:Seamless integration with additional technologies: It is very likely that ChatGPT and other generative AI tools will merge with other technologies like virtual reality and augmented reality, leading to more engaging customer experiences.Advanced problem solving: As AI technology advances, ChatGPT will gain the ability to manage more complex problems, reducing the need for human intervention.Enhanced accuracy: As ChatGPT and AI continue to be refined, responses to customer inquiries will be more precise and dependable.Heightened personalization: Through more extensive customer data analysis, ChatGPT and other AI systems will offer even more tailored recommendations and solutions.Ultimately, ChatGPT and AI are already revolutionizing business-customer interactions, and they’re going to become even better.However, there will be challenges along the way. The technology will need to overcome hurdles related to understanding the complexities of human language and emotions, and learn how to maintain the human element in customer service.Concerns regarding privacy and security will also need to be addressed as AI technology becomes more dominant in customer service.ConclusionChatGPT is transforming the role of AI in customer service, showcasing unprecedented capabilities that were previously only conceptual.Experience the best ChatGPT integration for customer service with LIKE.TG help desk software.Register for a free trial today to see how LIKE.TG can boost your support team’s efficiency. If you have any queries, don’t hesitate to reach out to the LIKE.TG support team.If you’re interested in seeing how LIKE.TG can be tailored to meet your business needs, we’re more than happy to schedule a live demo for you.Related blogs10 Most Popular Essential Customer Service SkillsAutomated Customer Service: The Complete DetailsGuidelines for Customer Service for Any Business

In today’s fast-paced and technology-driven business environment, customers expect swift and effective support from the businesses they engage with.Routing tickets to appropriate support agents quickly and accurately is a common challenge.However, like for other system management procedures, using the appropriate ticketing software eliminates the need for doing this manually.Investing in ticketing software system with automated ticket routing improves workflow, eliminates bottlenecks, speeds up responses, and ensures smoother operations. What isticket routing?Ticket routing refers to the systematic process of assigning incoming tickets submitted by users to the most appropriate support individuals or teams within an organization.Ticket routing can be conducted manually, which involves the physical assignment of support tickets to specific agents by hand. However, this manual approach to ticket distribution can be monotonous, inefficient, and prone to mistakes due to human oversight.If you are overseeing the creation or expansion of a support system, it would be advisable to consider automating your ticket routing.What is automated ticket routing?Automated ticket routing is the process in customer support help desk systems where incoming support tickets are automatically assigned to the most appropriate agent or team for resolution.Automated routing systems sometimes use artificial intelligence (AI) and natural language processing (NLP) to interpret the content of a ticket and route it accordingly.More commonly, the routing is based on predefined criteria, such as the nature of the issue, the skillset or expertise of the agent, the urgency of the ticket, or the geographic location of the customer.This automation helps to streamline the support process and enhance the overall customer experience by providing timely and accurate responses.How automated ticket routingworksAn automated ticket routing system is a modern technological solution that efficiently manages and directs incoming tickets within an organization.An automated ticket routing system operates by:First, receive incoming tickets through various channels such as email, phone, or live chat. These tickets may be for customer inquiries, technical issues, or any other type of request or problem that requires attention.Second, the system’s algorithms analyze ticket content, considering factors like the nature of the issue, request urgency, and required skills.They make intelligent decisions based on predefined rules set by the organization.Once the system has determined the most appropriate destination for each ticket, it automatically assigns and routes the ticket to that department or individual.This ensures that tickets are promptly and accurately directed to the right personnel, minimizing delays, and ensuring efficient resolution.How to automate ticket routing for your businessAutomated ticket routing operates based on predefined rules and algorithms. Here are some tips for setting up your system.Choose round-robin ticket distributionUse round robin logic to distribute simple tickets that any support agent can resolve evenly.A round-robin system:Automatically assigns tickets to agents, which saves supervisors time.Checks the availability of agents before making an assignment, thereby preventing ticket assignment to agents who already have a heavy workload.The basic functions of automated ticket routing are cutting down on the need for manual ticket assignment, reducing the risk of human error, and enabling a more smoother workflow.The foundation of this is a smart round-robin method.Set up an SLAAs some tickets take more time to resolve than can be anticipated, round-robin distribution will never be perfect.One way to mitigate this weakness is to set your system up with a service-level agreement.SLAs are used to establish a more reliable workflow, including for ticket rerouting.First, reminders are sent to support agents if due dates set by the service-level agreement are imminent.If the agent knows they can’t meet the SLA requirement, they can have the ticket reassigned to someone else.If the support agent fails to respond to or resolve a ticket within the SLA time limit, it will be considered a breach of the SLA.The ticket will be automatically escalated to the designated supervisor, so they can reassign the ticket.Analyze ticket dataHelp desks commonly feature advanced analytics and reporting capabilities.The analysis of ticket data provides us with a comprehensive understanding of how well the automated routing system is working.By looking at metrics for how well your team is adhering to the SLA and how often rerouting is required, we can see how well the automated routing is working and adjust it, or other processes, as needed.For example, if tickets requiring specific knowledge are frequently breaching SLA terms, this may indicate that another team member needs to be trained in that specific knowledge.Have tickets auto-assigned even during non-business hoursSome smaller companies don’t have the capacity to provide 24/7 support. In this case, make sure to set up your automated ticket routing to continue to function outside business hours.This may take some adjustments, though, like setting up notifications to be sent to managers for any tickets that could be considered emergencies.This will allow support teams to address the tickets submitted during nonworking hours efficiently and still head off major trouble.Automate ticket event executionEvent-triggered automation performs actions based on specific events. This is how you accomplish some of our other suggestions, and how you can speed up your workflow.If an incoming ticket meets a particular condition that means, for example, that a manager needs to be notified, you can set triggers to do this automatically.Some of the ticket events you can trigger include:Set statusAdd tagsRemove tagAdd watcherAdd CCRemove CCSet subjectSet prioritySet assigneeSend email to usersSend email to groupGive priority to tickets based on their urgencyMost support systems allow businesses to prioritize tickets according to their urgency or severity.Instead of setting up your support team to do tickets first-come-first-serve, higher priority tickets should be completed first to ensure that critical issues are promptly addressed and resolved.Your SLA can often be set up to have different deadlines for different priority levels.This sometimes is a balancing act, as low-priority tickets still need to be completed in a reasonable time.When your department receives a surge of high-priority issues, you should have a protocol in place to ensure both that all tickets are eventually addressed and that supervisors don’t spend all their time reassigning tickets that become overdue.Benefits ofautomated ticket routingImplementing an automated ticket routing has many advantages for your business:Balances workload among support agents: Automated ticket routing enables organizations to make the most efficient use of their resources.Distributes tickets intelligently to prevent backlog and ensure all tickets are resolved.Prevents support teams from cherry picking the tickets: This minimizes the chances of tickets being overlooked, thereby improving overall ticket management efficiency.Reduces the need for manual intervention: The fundamental purpose behind automated ticket routing is to reduce the need for manual involvement in ticket allocation drastically, reducing the chance of mistakes and increasing productivity.Reduces ticket resolution time: Implementing automated ticket routing streamlines internal workflows, reduces effort spent on ticket distribution, and promotes collaboration, thereby improving ticket resolution times.Enhance customer satisfaction: Automated ticket routing increases swift, accurate, and punctual responses for customers, leading to a gratifying user experience.In conclusion, the satisfaction of your clients and productivity of your support team will both improve with an automated ticket routing feature.Boost customer satisfaction with the ticket routing systemStatistics from Zippia show that after experiencing excellent customer service, 93% of customers are inclined to make repeat purchases from a company.When customers receive quick replies to their inquiries, this great service enhances their trust in the company or organization.By embracing automated ticket routing, organizations can significantly improve their ticket management processes, resulting in enhanced customer satisfaction and a streamlined workflow.LIKE.TG simplifies it all, making it easier for you to assign tickets automatically to qualified support agents and reduce response and resolution times.Check out our free trial, where you will see how LIKE.TG’s automatic ticket routing feature can enhance your support process. Or contact us to book a live demo and see how you can customize LIKE.TG to meet your business needs.For any questions regarding LIKE.TG, feel free to reach out to the LIKE.TG support team.Related articlesTop 7 SLA Practices to Improve Customer Service5 Important Reasons Why an Automated Ticketing System Is Good for Customer Service5 Best Ways to Build and Organize a Customer Support Team

We are excited to announce the latest features update in our September release! LIKE.TG is dedicated to equipping you with the resources you need to consistently deliver exceptional customer service.We are always pushing the boundaries to provide you with cutting-edge features and tools that guarantee efficiency and optimal performance, and this release is no different.LIKE.TG has been updated with the following features to enhance the customer support experience: 1. Ticketing system featuresThe following updates have been implemented in the ticketing system to enhance the user experience and increase its efficiency and effectiveness:a. Add agent signature to ticketThis feature automatically embeds an agent’s signature when replying to tickets. Signatures can be set up either globally across the brand or individually for each agent.b. Print ticket capabilityThe print ticket feature allows users to generate physical copies of tickets for documentation purposes.Tickets can be printed from either the customer or agent portal.c. Instant access to requester’s details in card viewThis feature enables users to instantly access the details of a ticket requester in the card view by just hovering the cursor over the requester’s name.d. View a ticket requester’s IP and browser detailsThis feature allows users to view a ticket requester’s IP address and browser details for easy troubleshooting.e. Create a child ticket from a parent ticketAgents can connect tickets using the link option. To facilitate issue tracking, major incident tickets can serve as parent tickets, while minor incident tickets can function as child tickets. A new feature has been added to provide a simpler way to create a child ticket from a parent ticket.f. New advanced ticket filterThe In Group operator has been added to the advanced ticket filters page. This filter allows users to filter specific tickets from those assigned to a group.For instance, when a manager applies the Agent | In Group | Finance Department filter, tickets assigned to any agents within the finance department group will be retrieved instead of just tickets specifically assigned to the finance department group.g. New configurations for custom fieldsThe following two configuration settings for ticket fields have been introduced.Field visibility option in the ticket creation page: controls whether a field is visible in the create screen.Option for editing fields after creation: controls whether fields can be modified once a ticket has been created.h. Resolution due and priority field settings in the ticket creation pageNew configuration settings have been added to allow users to:Include the Resolution Due field when creating ticketsAccess and edit the Priority field in the customer portal2. Support for 13 additional languagesWe believe that language should never be a barrier to quality service. We have added 13 new languages to our multilingual help desk to help users reach a diverse user base.These additional languages are Bulgarian, Chinese, Danish, Dutch (Netherlandic), Greek, Hungarian, Malay, Russian, Romanian, Thai, Turkish, Ukrainian, and Vietnamese.This brings the total number of languages supported in LIKE.TG to 26.3. IntegrationAdditional integration updates have been made to ensure LIKE.TG works seamlessly with your favorite apps.The significant latest features include :Shopify integrationUsers can integrate LIKE.TG with the Shopify app. This new integration offers easy access to customer and order data, significantly improving the efficiency of customer support teams.The following are the key features and advantages of this integration:Enhanced support for connecting multiple storesSeamless access and retrieval of comprehensive customer informationReal-time access to a customer’s recent orders, including item purchases, pricing, shipping charges, and discount detailsComprehensive overviews of the customer’s entire order history4. Activity moduleThe latest features that have been added to the activity module include:a. Add custom activity typesUsers can create new custom activity types in the activity fields of the admin module. A total of ten types can be added.b. Save activity filters as viewsYou can now save activity filters as views to better organize and track activities.c. Add email delivery logs in the activity moduleThe delivery logs feature, which was previously incorporated in the ticket module, has now been included in the activity module.This feature provides a detailed summary of all the email transactions and records of every activity.d. Customize activity email templatesThe activity email templates can be customized by navigating to the Email Notifications module on the admin page.5. Approval module updatesThe following approval updates are now available:Approval reminder emailsWe’ve introduced a new feature that allows you to send a reminder email to the approver. This update will ensure that important tasks or decisions are not overlooked.Incorporation of approval module in webhooksWe have incorporated approval events into webhooks, which facilitates the transmission of real-time data from the approval module to external applications.6. Knowledge baseThe following new features have been added to the knowledge base.Embed knowledge base articles in widgets and webformsLIKE.TG’s knowledge base supports embeddable widgets and webforms, allowing users to embed knowledge base articles in other applications.This feature provides users with easy access to knowledge base articles, enhancing the overall customer experience and minimizing the number of support tickets.Import knowledge base documents from Word or Markdown filesA new feature has been introduced that allows users to import knowledge base articles from Word documents or Markdown files.This allows for easy importing of existing documents into the knowledge base, eliminating the need for manual re-typing. This feature can be used in creating and editing articles.Make SEO fields mandatory for articlesUsers can make SEO fields mandatory for articles with this new feature. This rule is only applicable to articles that are publicly accessible.7. Analytics and reportsThe following new features have been added to the analytics dashboards and reports page.Custom field selection option for a dashboard’s underlying dataPreviously, only specific fields of underlying data were listed. A new option has been included to allow users to add extra custom fields of underlying data.Advanced filter support for worklog reportAdditional filters have been added to help users extract more insight from worklog reports for improved performance tracking.8. Default SLA turn off optionLIKE.TG now gives users control over which tickets are assigned SLAs. Agents have the option to turn off the default SLA so that no SLA is imposed on tickets unless they set one up.For instance, users may exclusively allocate SLAs to tickets assigned to a group of agents responsible for product subscription renewals.9. Customer portalThe following latest features have been added to the customer portal.Image support for customer portal bannerCustomers can add a banner image when customizing the customer portal. This option allows them to reinforce their brand using an attractive and informative banner. A default image will be displayed if no background banner image is chosen.Add custom contact fields under customer profile informationThis update allows customers to update their profile information with custom contact fields.The visibility of these fields can be managed from the admin panel.10. Transfer account ownershipOrganization owners have the option to seamlessly transfer the ownership of their accounts to another person.Explore these new feature updates!We are confident that these latest features will empower you to consistently deliver streamlined, effective, and user-friendly customer service.Get in touch with usto set up a30-minutelive demo to try out these latest features and experience firsthand how LIKE.TG can revolutionize your customer support. Or sign up for a 15-dayfree trialtoday.Previous releasesLIKE.TG Release Announcement: July 2023 New Features Update!LIKE.TG Release Announcement: May 2023 New Features Update!Release Announcement—March 2023 New Features

In the present global digital era, businesses are no longer limited by geographical borders. As companies extend their services to various areas, there is a growing demand for customer support in multiple languages. Offering multilingual customer support is crucial for a smooth customer experience across different cultures and languages.According to CSA Research, 76% of online customers prefer to buy products with information in their own language. Therefore, it is vital to engage in conversations with customers using their preferred languages.In this blog post, we will learn about what multilingual customer support is, how to effectively offer multilingual customer support and some benefits of multilingual customer support. What is multilingual customer support?Multilingual customer support involves businesses providing customer service in multiple languages to ensure that customers’ queries, complaints, and issues are resolved effectively regardless of their geographical location and culture.Multilingual support allows businesses to expand beyond geographical boundaries and offer customers a wider range of options.As such, brands seeking to explore international markets and serve a global audience have unlimited potential.How to effectively offer multilingual customer supportTo provide excellent customer service, it is important to communicate with clients in the language they prefer. Here are some of the ways to effectively offer multilingual customer service:Understand the language your customers speakIt is crucial to clearly understand the language spoken by your customers to offer support in their preferred language since they may be from different locations.This can be achieved by requesting customers to specify their preferred language when contacting your support team or by utilizing language detection tools.Offer multilingual help desk softwareA multilingual help desk is a customer support system that can provide customer service in multiple languages.With a multilingual help desk, agents can easily interact with clients and resolve customer issues without encountering any language barriers.To set up a multilingual help desk, you can include the following features:Multilingual knowledge base: Support agents can translate knowledge base articles in various languages, allowing customers to find solutions in their preferred language.Multilingual customer portal: Enables users to specify their preferred language in their profiles in a customer portal.Multilingual agent portal: Guarantees agents the freedom to customize their language preferences within their profile.Multilingual email templates: Enables the creation of personalized templates for different languages.Multilingual support for forms and fields: Field names such as priority and status within a website can be configured to accommodate multiple languages.Multilingual satisfaction survey: Customer satisfaction surveys can be configured in various languages.Translating a help desk into different languages has the following impacts:Increased customer retention, as customers will prefer help desk software that offers customer service in their native languages.End-user customization of the help center in the language customers prefer.Services reaching new markets and a global audience to increase customer experience.Design a multilingual knowledge baseA multilingual knowledge base is a centralized repository of information that includes articles that are available in multiple languages.By creating a multilingual knowledge base, you can provide support and information to customers/users in their native languages.This allows you to:Improve the accessibility of information in various languages.Enhance collaboration within a support team using different languages.Enhance communication between customers and agents.Here are some multilingual knowledge base features:Create and translate categories, sections, and articles: Translates categories, sections, and articles into various languages, which enhances the accessibility of a knowledge base to a broader range of users.Set up primary and multiple secondary languages: This allows customers the ability to access services in their desired language.Manage article translation: Translation management involves monitoring translated articles and updating them when original content changes. This ensures articles are accurate and up to date.Language-specific article versions and restore option: Enables customers to easily switch between different language versions and revert to previous versions if needed.Language-specific article metrics: This allows you to track the performance of customer engagement with your knowledge base for all languages. It involves tracking article views, comments, likes, and shares for each language.Multilingual tags and search options: Multilingual tags help users find relevant content quickly in a knowledge base with multiple languages.SEO in article language: Implementing SEO in a knowledge base is crucial, as it makes it easy for users to find articles they want.Customize your website to suit your audienceCustomizing your website involves translating its content into various languages and adapting it to align with the cultural preferences of your target audience.This simplifies navigation for customers and enables them to easily access the information they require.This approach improves customer satisfaction, cultivates stronger customer relationships, and stimulates business growth.Use translation toolsUtilizing translation tools, such as ticket or content translation tools, plays a crucial role in overcoming the language barrier that exists between customers and support agents.These tools facilitate the translation of articles, customer inquiries, and customer service portals into multiple languages.This improves effective communication, guarantees uniformity in content or information, and expands global reach.The translation tool can also lead to prompt and effective responses.When choosing a translation tool for multilingual customer service, it is important to consider factors such as:Tool translation accuracyThe number of languages it can translateIts integration capabilities with existing systemsRecruit agents proficient in multiple languagesHiring agents who can fluently communicate in multiple languages is one of the most effective ways to provide multilingual customer service.This ensures improved customer support by understanding cultural subtleties and ensuring effective communication, which results in increased customer satisfaction and higher business expansion globally.Why companies require multilingual customer supportThe ultimate goal of every business is to grow and establish a global presence. Here are the benefits of multilingual customer service.Improved customer loyalty and trustBusinesses providing multilingual customer service demonstrate a deep understanding for their customers. This ensures customers loyalty and promotes brand recommendation.If representatives speak the same language as the customers, it enhances customer trust and loyalty to your brand, as they feel more understood.Enhanced brand reputation and credibilityOffering multilingual customer service can improve a company’s reputation, as it demonstrates respect for different languages and cultures.This can enhance your brand’s image and make it stand out from competitors who may not offer multilingual support.Improved communication between representatives and clientsProviding multilingual customer service improves communication between the support team and the customers.This allows representatives to interact with a customer in that customer’s preferred language, making customers feel more understood. As a result, customer concerns are addressed promptly.This can also improve collaboration between agents from different companies.Improved customer satisfactionInteracting with customers in their native language is one of the ways to increase their satisfaction with your brand.By providing multilingual customer service, companies can enhance stronger customer relationships and effectively resolve customer concerns. This leads to higher customer satisfaction rates.Increased competitive edgeProviding customer support in various languages enables a business to gain a competitive advantage.An appreciation for different languages and cultures shows a company’s dedication to customer satisfaction.As a result, a business can attract a larger global customer base.Shattered language barriersProviding support in one language can be challenging, since some customers might have difficulty conveying their problems to the support team.By offering support in multiple languages, companies can ensure that agents are able to resolve customer issues regardless of their language.Increased revenue and market reachImproving multilingual customer communication enhances a company’s ability to engage with new customers in unexplored markets, boosting revenue and expanding the customer base.Reduced churn rateChurn rate refers to the percentage of customers lost over a period, which can occur for various reasons, including communication obstacles.Offering support in the languages preferred by customers helps them feel genuinely understood, enhancing their loyalty.When individuals feel they are appreciated as valued members of a company, they are less inclined to switch to rival businesses.This decrease in customer churn rate leads to increased customer retention and stability, promoting the growth of your business.Implement multilingual customer support today!Businesses can now reach a global market by implementing multilingual customer support, which breaks language barriers, enhances collaboration between support agents, and streamlines communication between customers and agents.Get exceptional multilingual customer service through LIKE.TG help desk software. Sign up for a free trial today to observe how LIKE.TG can enhance your support team’s efficiency. If you have any queries, feel free to reach out to the LIKE.TG support team for help. To see how LIKE.TG can be customized to suit your business requirements, please get in touch with us to arrange a live demo.Related articles7 Best Help Desk Software Features for Boosting Your Customer Support5 Best Ways to Build and Organize a Customer Support TeamThe Importance of a Knowledge Base in an Organization

The foundation of any successful business is good customer service. Enhancing customer service is what retains your clients and keeps them returning to your company over time.However, how can you know if your business is breaking even or profiting when it undertakes initiatives to improve your customer service? The answer lies in strategically measuring your customer service return on investment (ROI).Investing in the right resources, empowering your employees, and gauging customer-related metrics will guarantee you high returns.In this post, we will examine what return on investment is, how to measure customer service ROI and tactics for improving customer service ROI. What is return on investment in customer service?Return on investment (ROI) is a way to measure the profitability or efficiency of an investment. In the context of customer service, it is a measured as the earnings or losses as a result of investing in your customer service, expressed as a percentage.A positive ROI on customer service can be achieved by improving the overall customer experience in ways that lead to higher customer retention.Customer service ROI can be calculated using the following formula:How to measure customer service ROIMeasuring customer service ROI entails the calculation of all service-related expenses such as training program spending, wages, and overhead costs.The time spent delivering service also contributes to the cost.Profits gained can be assessed by monitoring metrics like customer upgrades, renewals, and referrals. These profits are then weighed against the service costs to determine the ROI.Identify what you can measure and modify it for your businessTo calculate customer service ROI, track metrics related to your business goals, such as customer satisfaction scores, retention rates, or response times.By tracking the right KPIs, businesses can make data-driven decision to enhance customer support and increase ROI.Examples of KPIs include:Net promoter score: Measures the willingness of customers to recommend your company’s product or service to others.Customer satisfaction: Gauges the level of satisfaction customers have with your brand.Customer lifetime value: Predicts the total net profits associated with the entire customer relationship.Cost per conversation: The cost of providing customer support based on the total number of customer interactions.Retention rates: The percentage of customers who continue using your product or service over a specific period.Generate ROI hypothesesThis involves estimating the contribution of your support team toward the company’s success.Start with making an educated guess about the ROI from your customer support initiatives.For example, if you believe that enhancing response times will result in greater customer satisfaction and increased sales, then that’s your hypothesis.From there, you can evaluate this hypothesis by implementing modifications and assessing the results.Identify the cost of investmentDetermine how much you are investing in customer support. Identify the costs associated with staff, training, hardware, and software, and other related expenses.How to improve customer service ROIThe following are some strategies to improve customer support ROI:Focus on retaining customersMake sure your business retains its existing customers by keeping them engaged, satisfied, and loyal.By monitoring the number of customers renewing their service subscription or product purchase, you’re able to assess your customer retention rate.According to Semrush, 89% of companies believe that excellent customer support is vital to customer retention.The ability to hold onto customers is a critical indicator of the success and efficiency of your customer support efforts, as it directly impacts your business’s income and profitability.Monitor your response and resolution timesIt is important to respond promptly to customer inquiries, as customers expect a short response time from a company’s customer service.However, it is crucial to provide a thorough response rather than using a generic template.By closely monitoring the time it takes for customer queries or issues to be resolved, companies can obtain valuable information about the efficiency and effectiveness of their customer support operations.This strategy allows organizations to assess customers’ satisfaction with responses, identify areas for improvement, and refine their customer support practices, improving customer support return on investment.Take note of returning customersThe frequency of customers coming back to your business is a clear indication that your business is effectively retaining them, suggesting that your company is providing high-quality customer support.By evaluating the number of returning customers, your company determine whether your customer support is performing as an asset for your company’s bottom line or a detriment to its performance.Analyze customer sentimentAnalyzing customer sentiment helps businesses understand how customers feel about their products or services.Therefore, positive sentiment can lead to increased customer loyalty and advocacy, while negative sentiment provides useful insights for improvement.Divide your customers into segmentsBy categorizing customers according to different attributes, you can create customized marketing and service approaches.This customization has the potential to enhance customer interaction and increase ROI.Identify daily challengesUnderstanding the everyday difficulties encountered by your business can aid in addressing issues that may hinder the effectiveness of its customer support.Resolving these challenges can enhance the customer service experience, resulting in an increase in customer satisfaction and a higher ROI in customer support.Empower your employees and encourage team collaborationGive your customer service team members the training and education they need to excel in their roles. The better they perform, the higher your customer service ROI.By giving your employees the authority to make decisions and resolve problems, you can increase the number of customer issues resolved and reduce customer turnover.A dedicated support team is expected to provide high-quality service. Customer relationships can be improved by maintaining a high level of engagement between the support team and customers.Investing in team engagement, such as providing regular training and focusing on team building, results in more satisfied customers, improved reviews, and an increased customer support return on investment.Utilize customer feedback for improvement purposesCollecting and responding to customer feedback is a crucial aspect of enhancing customer support ROI. Analyzing these responses can help identify possible enhancements for your customer support.Utilize technologyUtilizing technology can enhance the efficiency of your customer support actions. Tools like AI and automation can enable your customer support team to deliver quicker and more precise service to your clients.Monitor and track progressEstablishing targets and monitoring progress enables you to identify areas of your customer support that need improvement. You can then make informed decisions based on data on how to upgrade your customer support initiatives.Why is it important to measure ROI in customer service?Measuring return on investment (ROI) in customer service provides valuable insights into the effectiveness of support operations and their impact on the overall business performance. Understanding ROI helps businesses:Make data-driven decisions to optimize resource allocation.Improve operational efficiency.Maximize profitability.Identify areas of improvement.Prioritize investments in customer service technologies.Do focused training.Allocate budgets more effectively to programs that yield the highest returns.Additionally, ROI measurement enables organizations to demonstrate the value of customer service efforts to stakeholders, justify investments, and gain support for future initiatives.Maximize your customer service ROI Measuring customer service return on investment is challenging because it requires evaluating abstract elements of a company’s customer support.Businesses can employ methods like customer sentiment analysis, customer interaction tracking, and surveys to gain significant insight into the impact of their customer support investments.With LIKE.TG, you can leverage features that will help you improve your customer support. Sign up for a LIKE.TG free trial to experience firsthand how LIKE.TG’s features work and how they can streamline your support processes, or book a live demo. If you have any questions, contact LIKE.TG support.Related articles8 Strategies to Provide Efficient Customer Service10 Practical Tips to Improve First Response Time in Customer Service40+ Popular Customer Satisfaction Survey Questions

Most companies strive to offer a good customer experience so that they can increase their customer retention rate and customer loyalty. According toZippia, 89% of companies primarily compete based on customer experience.Companies can measure how good their customer experience is by determining the customer satisfaction score (CSAT).In this article we will discuss what customer satisfaction score is, how to calculate CSAT score, how to use CSAT score, ways to improve CSAT score and key customer satisfaction metrics. What isa customer satisfaction score?The customer satisfaction score is a metric used by businesses to gauge the feelings and level of contentment customers have with a company, product, or service.It also shows satisfaction regarding a particular interaction or experience.According to Salesforce,91% of customersare more likely to repeat a purchase after a good experience. Therefore, it’s crucial for you to understand your customers’ perceptions.You need to get in line with your customers’ wants to maintain a good purchase history with them.What is a good CSAT score?A good CSAT score differs among companies due to their different services or products. Therefore, a score ranging from 75% to 85% is considered excellent.What is the difference between CSAT and NPS?Customer satisfaction scores (CSAT) and net promoter scores (NPS) are two widely used metrics in customer experience measurement, but they serve different purposes and focus on different aspects of the customer journey. CSAT measures customers’ satisfaction with their interactions, transactions, and experiences with a company and its products and services.On the other hand, NPS measures customer loyalty and the likelihood of advocacy by asking clients a single question: “How likely are you to recommend this company/service/product to a friend or colleague?” Clients respond on a scale from 0 to 10, with 0 being not likely and 10 being extremely likely. NPS categorizes respondents into promoters (score 9–10), passives (score 7–8), and detractors (score 0–6), and calculates the score by deducting the detractors from the promoters.While CSAT provides insight into specific customer interactions, NPS offers a broader view of customer loyalty and advocacy, making it a valuable tool for assessing overall customer sentiment and identifying areas for improvement in customer experience.How to calculate CSAT scoreCSAT score can be calculated by obtaining feedback from customers through a simple survey, such as asking customers to rate their level of satisfaction with a company’s product or service and equipping them with a corresponding survey scale.The CSAT score can also be calculated by taking the sum of all positive responses, dividing it by the total number of responses collected, and then multiplying it by 100 to get the overall percentage of satisfied customers.When should you measure customer satisfaction? To obtain the most accurate and useful result, there are several key moments when you should assess the score. They include:After support interaction: Measuring customer satisfaction after an agent interaction offers an understanding of how a customer feels about the quality of support or the customer experience being offered to them.After serval interactions: This helps to monitor the progress of customer experience.After six months: By conducting a six-month survey, you assess satisfaction over a longer period and gather valuable feedback to enhance customer contentment.How to usecustomer satisfaction score surveysThe information collected from surveys used to measure customer satisfaction scores can be useful in the following ways:Measuring the quality of a businessBusinesses can pinpoint their strengths and weaknesses by routinely administering customer satisfaction surveys and studying the results.If a company has a low CSAT score, it could suggest that customers are unhappy with the quality of its products or services.The company can then initiate measures to enhance the quality of its offerings, such as responding to frequent customer complaints or upgrading its manufacturing techniques.Improving products and servicesCustomer satisfaction scores can utilize the knowledge gained from the survey to make improvements to products or services.This may include addressing frequent complaints, improving customer service, or implementing modifications to a product based on customer response.Enhancing understanding of competitorsSince most companies experience competition from different companies, a CSAT survey can be undertaken to collect feedback on customer satisfaction from those who prefer other brands or services.By examining customer feedback, your brand development team can make the required adjustments to improve how customers’ needs are being met.Providing employees with customer insightUtilizing customer satisfaction score benefits employees by providing them with an opportunity to understand customer’s concerns and behaviors, understanding trends and addressing negative feedback effectively.Ensuring effective communication and customer follow-upTo improve relationships with customers who are not actively involved with a company, it is important to engage them in conversation individually, asking for feedback that helps to enhance product or service quality.How to improveCSAT scoreImprove your customer satisfaction score through the following:Gather feedback and act upon itRegularly collecting feedback and implementing it should be an essential aspect of your company’s operations. This will consistently improve your products and services according to your customers’ preferences.By collecting your customers’ feedback, you can get a deeper understanding of your customers’ experiences.Additionally, you can utilize your findings to enhance and maintain effective practices while also addressing and improving any aspects that fail to meet customer satisfaction.Reduce customer service response timeIf customers perceive that their inquiries are being addressed quickly, they are motivated to provide positive feedback regarding the product or services.To guarantee customer satisfaction, strive to respond to their inquiries promptly and effectively. This will demonstrate that you appreciate your customer’s time.By increasing speed or dedicating time to optimize the processes through which your team interacts with customers, you can reduce customer service response time.Understand your customersTo effectively provide customers with solutions, it is essential to have a deep understanding of your customer base.By knowing who you customers are, it is easy to know what kind of service or product they require and the challenges they face when using your services or products.Provide multichannel supportMultichannel customer support involves providing various support channels and platforms that enable customers to engage with your business.This facilitates smooth management of all conversations across these channels, ensuring that customers receive consistent support at every contact.Establish a customer-focused cultureTo advance a culture focusing on customer service satisfaction, a company can provide customer service training to all teams, enabling them to consistently bring value to customers in their interactions.Provide customers with the option of self-serviceBy offering customers the option of self-service, their satisfaction can be enhanced as they are empowered to resolve their own issues, decreasing waiting time, and increasing trust in the product or service.5 Key customer satisfaction metricsCustomer satisfaction metrics measure a company’s success with customers. Here are some of the CSAT metrics:Customer satisfaction score (CSS): This metric gauges the level of customer satisfactions with a company’s product or service. It is usually measured via customer feedback and represented as a percentage.Customer effort score (CES): It evaluates the amount of effort customers must exert to conduct business with a company.Customer churn rate (CCR): This metric gauges the frequency at which customers cease their business transactions with a company.Customer lifetime value (CLV): Is a customer satisfaction metric used to estimate the total revenue a company will generate from a single customer throughout all their interactions with the business.Net promoter score (NPS): This metric gauges the level of customer loyalty, satisfaction, and enthusiasm toward a company.What is customer satisfaction index?The customer satisfaction index (CSI) is a measurement that combines satisfaction scores from various business attributes to create an overall satisfaction indicator.For example, in a company of three attributes—where the CSAT score for customer service is 60%, brand quality is 70%, and price is 40%—to calculate the customer satisfaction index, use the following formula:CSI = (Sum of Each Identified Attribute/The Total Number of Attributes)CSI = (Customer service + brand quality + Price)/Total number of attributes= (60 + 70 + 40)/3= 56.67%Therefore, your company’s CSI is 56.67%CSI is related to customer satisfaction in that both metrics assess customer satisfaction. However, CSAT score focuses on satisfaction with a particular attribute while CSI is the average CSAT score of different attributes.Utilize customer satisfaction score to improve your customer serviceCustomers prefer a company that offers a good customer experience. Using a CSAT score to provide insight on how to meet customer concerns and improve your customer support contributes to a company’s growth.To improve your customer satisfaction score, consider usingLIKE.TG, which offers customer satisfaction survey features. Check out the LIKE.TG free trialor book alive demo. Feel free to contact theLIKE.TG support teamin case of any questions.Related articlesBenefits of Using LIKE.TG Customer Satisfaction SurveysTop 15 Customer Service Metrics to Measure and Track7 Essential Knowledge Base Metrics for Enhancing Self-Service

Knowledge management often presents challenges to businesses in their workflows. When poorly done, it can harm client relationships, lead to poor customer support, and result in lower productivity.Using a robust knowledge management system (KMS) is essential for the proper management of company documents and information.Therefore, it is necessary for businesses to set up a well-organized system and a central database for storing and organizing this information.This will allow for effective use of detailed documentation and other information, making it easier for employees to learn and collaborate.Additionally, a knowledge base will also enable customers to solve problems independently. What is knowledge management system?A knowledge management system (KMS) is a tool used by organizations to capture, organize, store, retrieve, and share information.A KMS combines all distributed information onto one platform for easy access by support teams and customers.Using knowledge management software can help keep documents up to date, assist customers in finding their own answers, and manage knowledge access and approval across support teams and departments.It leads to increased efficiency and productivity among employees.Knowledge management system examplesKnowledge management system examples include a wide variety of platforms that aid in capturing, organizing, and sharing knowledge.Online community forumAn online community forum is a digital platform on a company’s website that enables customers to communicate, collaborate, ask questions, share information, get quick help from the support team, and develop relationships in a virtual environment.These forums function as tools where customers can respond to each other’s queries and solve problems, sometimes faster than the support team can respond.Research from Higher Logic shows that 55% of online company communities attributed an increase in sales to the community.In addition, 57% of them attributed an increase in brand SEO to the community, while 72% credit it with increased website traffic.Businesses that engage their customers through online community forums tend to have a happier core customer base.By staying updated on advancements in forum technology, support teams can adapt their knowledge management system to incorporate, monitor, and search their forums.Learning management systems (LMS)Learning management systems (LMS) are technological platforms that facilitate the organization, delivery, and tracking of educational content, resources, and assessments.These knowledge management system examples are designed to enhance knowledge by offering trainers, new onboarding teams, and existing support teams centralized access to a wide range of learning materials, tools, and collaborative functionalities.By seamlessly integrating various educational components, an LMS contributes to the effective management and spreading of knowledge.Customer portalA customer portal is platform that provides customers with a secure way to access basic information and forms and contact customer service. Customer portals allow clients to:Log in conveniently.Interact through discussion forums.Access the ticketing system.Manage support requests.Find answers to their questions.By offering this portal, businesses ensure that customers have a centralized and organized location that is easily accessible through their dashboards.This fosters engagement, builds trust, and provides personalized support for prompt issue resolution.Knowledge baseA knowledge base is a self-service online platform and central repository of information for your customers and support teams.The system contains answers to questions that are frequently asked, manuals, details about products or services, published articles with troubleshooting guides, and any other information the company finds valuable to put in users’ hands.Public knowledge base: Is a readily accessible information source for your customers. It can be accessed through your website or your customer portal, if you want to track who is accessing the information.Internal knowledge base: Is a private data repository available only to employees.The knowledge base facilitates the internal sharing of knowledge and collaboration among support team members, without giving customers access to info a company might not want public.By utilizing these knowledge management systems, organizations can enhance their ability to:Capture customer inquiries.Create new articles when solutions are discovered.Store published articles.Retrieve knowledge.A study from Higher Logic showed that if a knowledge base for self-service support was available, 92% of survey respondents claim they would utilize it.Letting that many customers at least try to find their own answers reduces the number of tickets your support team receives significantly, giving them more time for more complex tickets.Knowledge management system benefitsThe implementation of a knowledge management system yields numerous advantages for organizations.Keeps information relevant and updatedA knowledge management system helps identify outdated articles so they can be updated with fresh information, avoiding disorganization and clutter.It keeps important data structured and up to date, preventing customer misdirection and loss of business.Reduces time for new staff trainingNewly hired employees frequently must grasp a considerable amount of information within a limited time period.To aid them, managers can gather documents on the company’s values, regulations, and more, in an easily accessible knowledge repository.This can aid new staff members in quickly familiarizing themselves with important training information.This knowledge transfer helps individuals more quickly understand the organization’s operations, policies, procedures, and best practices, making them productive members of the workforce sooner.Enhances customer satisfactionBy implementing a knowledge management system, businesses can ensure that troubleshooting knowledge is easily accessible to support agents.This enables them to access articles made by other agents on issues they’ve solved, letting agents provide solutions to customers more swiftly in the future.If your company has an internal knowledge base, this can also make customers happy, since they don’t need to wait on correspondence to solve their problem.Reduces operational costsWhen companies incorporate knowledge management into their help desk, they typically benefit from a more intelligent workforce, business guides, and suitable business decisions.The incorporation of multiple departments’ databases into a comprehensive knowledge management program results in reducing the number of systems and space required for knowledge storage.A lot of duplicated documents can be eliminated, too. Centralizing a company’s data can lower the overall operating costs.Provides 24/7 support for customersCustomers often live in multiple time zones or have problems during hours your support team doesn’t work.The access offered through self-service resources like FAQs, published articles, and help centers provides organized, round-the-clock information.With your 24/7 support in the form of a knowledge management system, customers can trust your company for assistance whenever required.Improves your workflows and processesKnowledge management enables the prompt organization and distribution of information pertaining to a newly implemented process or policy.By centralizing all relevant knowledge and information in a single platform, employees and customers can easily access and retrieve the information they need to get on board.How to build a knowledge management system and implement itTo establish a comprehensive and effective knowledge management system, it is best to follow a systematic approach.Track and analyze customers’ feedbackBy tracking and analyzing customers feedback, businesses can identify shortcomings in the current system. If they can’t find the information they’re looking for, find out why.Perhaps an article has not been written on the subject yet, or perhaps the article doesn’t include as many keywords and synonyms as required to encompass the multiple ways a customer might search for it.Offering opportunities for feedback within the knowledge system you offer to your clients can help you improve how your system works and address frustrations you may not have otherwise known your customers were facing.Utilize technology to simplify knowledge managementTo enhance your knowledge management system, leverage appropriate technology.This entails employing software applications, databases, and digital platforms to facilitate the storage, retrieval, and dissemination of information.Effectively choose and create a knowledge base software, so you can ensure that the content you’re creating gets updated regularly and added to easily.Choose platforms that suit your needs and work well together.A lot of knowledge management software is available as part of other business software.Help desks like LIKE.TG let you modify a solution to one customer’s issue into a knowledge article to help any future customers with the same problem swiftly.Collect the information from a reliable resourceObtain the information in your knowledge management system from reliable sources.It is imperative to ensure that the sources chosen are credible, accurate, and up to date, for the sake of the overall quality and reliability of your system.As a part of the training, you give when implementing your knowledge management system, you should teach your employees how to identify a reliable source.If they write about a solution to a problem using company documentation and their personal experience, that’s reliable.If they need to supplement the company’s resources with information from the internet, they need to be sure that information is not only coming from a legitimate source but is properly cited, if necessary.Show them examples of good sources, how to figure out the legitimacy of a source, and a guide on citations.Frequently update the knowledge management systemYou need to update your KMS regularly with the latest information.By continuously refreshing and enhancing the knowledge management system, employees and customers stay well-informed of the latest developments, problems and solutions, and best practices for your company’s products and services.Knowledge management software often comes with settings for article expiration.Even if you don’t know that the article’s information will expire after a certain amount of time, the expiration notice will tell your team that the article is due to be checked.Set aside time for your team to do this every so often.You should also make it a part of your process to update your KMS whenever your company makes an announcement or has a release.This ensures customers are well informed about new products, services, or policies, minimizing confusion.Who uses a knowledge management system?This system is utilized by different individuals, teams, and organizations of different sizes.Small businesses knowledge management systemCustomers of small-scale businesses should be able to find assistance independently.Small businesses tend to have small support teams, if they have one at all, so saving their time for urgent or complex matters is important.By providing pertinent documentation for customers seeking solutions to their issues, you enable them to self-serve, eliminating the need for agent intervention.This enhances customer satisfaction, too, leading to customers more likely to purchase more of your products.Product onboardingThe process of product onboarding, which can be provided within a knowledge management system, refers to a structured and systematic approach taken to inform and educate new customers about the product’s features, functionalities, and resources.This strategic process aims to ensure a smooth transition for customers, enabling them to navigate and utilize the product to its full potential.Enterprise knowledge management systemThese systems often cater to large-scale enterprises, helping support teams efficiently manage and leverage numerous knowledge assets to improve solution speed, encourage collaboration, and reduce the team’s workload.Employees of other departs utilize knowledge bases to access information for marketing, sales, or other purposes, as well.Customer support teamProviding a knowledge management system to a customer support team improves communication and efficiency.Consolidating knowledge into a centralized platform allows agents to quickly access solutions for customer inquiries.Morale is boosted when agents spend less time on repetitive tasks and more time on new projects.Additionally, it promotes knowledge sharing, collaboration, and cooperation within the support team.Such open communication allows teams to access updated information and optimize their performance.Internal knowledge management systemNew employees require swift access to information to adapt to their new position within the company.Creating onboarding guides in your internal knowledge base streamlines knowledge transfer to new hires and existing employees, offering them a centralized resource for further information.Implement an effective knowledge management system for your businessA knowledge management system’s features vary, but your support team must be informed about all company products, services, and policies to ensure customer satisfaction.Customers should also be able to access information to resolve their issues independently.Having an effective KMS facilitates the smooth operation of your support system, pleases customers, and keeps everyone in your company up to date.LIKE.TG offers knowledge management features that can help you improve your customer satisfaction. Try a LIKE.TG free trial to see how LIKE.TG features could work for your company. Or contact our LIKE.TG support team to book a live demo and experience the many capabilities of BoldDesk.Related article6 Reasons Why a Knowledge Base is Important in an OrganizationFuture of Knowledge Based AI in Customer ServiceEssential Knowledge Base Metrics for Enhancing Self-Service7 Techniques to Improve Your Knowledge Base DesignA Complete Guide on the Best Knowledge Base for your Customer Service

All businesses need a constantly evolving customer service team in order to keep up with shifting customer expectations and quickly changing technology.However, constructive change is difficult without having clear direction. Without setting defined customer service goals, teams may struggle with conflicting priorities.Well thought-out goals not only provide a target but also significantly enhance the team’s performance and ability to meet increasing standards.This blog will guide you on what customer service goals are and how to set smart goals. What are customer service goals?Customer service goals are the objectives your company aims to achieve through its customer service.These goals can be used to measure the support team’s performance and effectiveness.A company that establishes customer service objectives and strategies can foster better relationships with its customers.When setting customer service goals, it’s important to make them SMART: specific, measurable, achievable, relevant, and time-bound. This ensures that your goals are clear, trackable, and realistic.Why does your company need to set goals for customer service?In both personal life and commercial ventures, having goals maintains the trajectory to success.This is particularly vital in customer service, a sector where delivering positive customer experiences and managing numerous communication channels consistently is expected.Establishing objectives for customer service can greatly benefit your business and customers in the following ways:Improves customer service quality: Customer service goals help improve the quality of service provided by the company. These goals set the standard of what is expected from the service team, ensuring that all members of the team are on the same page and working to achieve the same objectives.Enables continuous learning and improvement: Through setting customer service goals, the organization can identify areas that need improvements, learn from mistakes, and consistently work towards better performance.Provides clear direction: Customer service goals provide a clear direction for the team, outlining what needs to be achieved. They guide decision-making, help to prioritize tasks, and give everyone a clear idea of what they should be aiming for.Boosts profitability: Achieving customer service goals can lead to increased customer loyalty and repeat business, thus boosting profitability.Helps in performance evaluation: Customer service goals provide a basis for evaluating the performance of both individuals and teams. They make it easier to identify high performers and those who need support or training.Enhances accountability: When customer service goals are set, it creates a sense of responsibility and accountability with team members to achieve them.Motivates employees: Setting and achieving customer service goals can be highly motivating for employees. Besides providing a sense of purpose, goals offer your team something to strive for daily. It can boost their morale, increase their job satisfaction, and make them feel valued when their goal achievements are acknowledged.Setting effective customer service goalsIn our ultra-competitive modern world, setting appropriate goals is necessary for the success of your customer support team.Your customer satisfaction goals need a structured framework to truly make a difference. This is where the concept of SMART goals for customer service comes in.SpecificThis means specifying precisely what you aim to accomplish with your goal. It’s vital for customer service departments to establish explicit and precise objectives.Providing a clear and detailed explanation of your goals from the onset should prevent different interpretations of the goal among individuals and minimize confusion.MeasurableThis is being aware of the exact moment you have reached your targets. Objectives in customer service should be quantifiable to allow for tracking of progress over time.You should establish metrics to evaluate the outcomes before and after implementing your strategies. This helps in maintaining focus and sticking to deadlines.AchievableThis means establishing a target that you are confident your team can feasibly achieve. Setting high-reaching goals can effectively convey a vision and encourage growth among employees.However, unrealistic expectations can damage morale. Essentially, these goals should encourage employees to step out of their comfort zone, but still be attainable over a period of time.RelevantThis means that your goals should be in sync with your organization’s mission. The goals must align with your company’s values and expectations to ensure your employees grasp the reason for their pursuit.When these two elements align in a harmonious manner, it ensures that the customer service department’s focus is consistently on the same path as that of the company’s overall strategic plan.This alignment not only strengthens the effectiveness of the customer service team, but it also maintains the congruity and consistency within the business, which is imperative for overall success.Time-boundTo attain success in any goal, it is crucial to establish a specific deadline. Having set deadlines and checkpoints for your goals creates an urgency that can motivate teams to progress and achieve success.When setting a deadline, it’s important to be realistic about what you can achieve within the given timeframe.Setting a goal that is too ambitious can lead to stress and disappointment. If your goal is lofty, break it down into smaller steps.Examples of smart customer service goalsHere are some customer service goal examples to consider:Examples of customer service department goalsReduce customer wait timeExcellent customer service depends on speed. Aim to reduce your first response times (FRT) as a significant goal. A quick response makes customers feel acknowledged and calmer.Clients also desire prompt resolution to their problems. According to a research by Salesforce, when customers contact a company, 83% of them anticipate immediate interaction with a representative.If there is a significant delay, they may either resend the message or worse, switch to a competitor.Quick response is a collective target for the whole team. Agents need to handle customer interactions promptly and be equipped with the right tools and adequate staffing to support this objective.Example goal: Reduce average email response time from 24 hours to 2 hours within the next 6 months.Increase customer loyaltyCustomer loyalty is often a result of exceptional customer service. Keeping current customers is generally more cost-effective than acquiring new ones.Improving customer loyalty should be a key goal for a customer service team, as it can lead to repeat business, positive reviews, and referrals, all of which can increase a company’s profitability.There are countless strategies for fostering customer loyalty. However, the quickest way to gradually reduce that loyalty is by providing bad customer service.The role of the customer service team is crucial in minimizing customer churn and preserving customer loyalty.By focusing on providing excellent service, resolving issues promptly, and rewarding loyal customers, the team can help to increase the company’s profitability.Example goal: Increase customer retention rate by 60% within the next six months.Encourage self-serviceSelf-service aims to minimize the number of customer queries that require an agent’s intervention. One of your company’s goals should therefore be to encourage self-service among your clients.This not only allows customers to resolve simple issues on their own but also frees up your team to focus on more complex, high-value tasks.Customers desire swift answers without the need to contact a customer support team.According to a survey conducted by Nuance Enterprise, 67% of participants expressed a preference for self-service over interacting with a company representative.Providing a means for this empowers customers while optimizing your support team’s productivity.You can provide self-service resources such as:Knowledge basesFAQ pagesVideo tutorialsUser forumsThrough providing and promoting self-service, you can reduce your team’s workload, improve customer satisfaction, and foster a more efficient support model.Example goal: Develop and implement a knowledge base for at least 50% of common customer inquiries by the next quarter.Increase customer satisfactionCustomer satisfaction gauges how well a brand meets or exceeds the expectations of its users. One of the primary goals of any support team is to increase customer satisfaction.Realizing customer satisfaction goals necessitates a comprehensive strategy.It involves:Understanding customer needs and expectationsProviding quality products and servicesOffering excellent customer serviceSeeking customer feedbackImplementing customer suggestionsThe main objective of providing customer service is to enhance customer happiness. A key performance indicator (KPI) widely used by customer service teams is the customer satisfaction score (CSAT).A high CSAT score indicates that customers are extremely satisfied with your service and view your business as performing well.The CSAT typically assesses customer satisfaction with a specific experience, collected via a survey following an interaction with a company representative.The CSAT is the collective responsibility of your entire team and reflects the customers’ experience from initial contact to the point when they close a ticket with your company.Achieving customer satisfaction goals is a continuous process that requires dedication and commitment from the support team.Example goal: Improve CSAT score from 75% to 85% within six months.Collect valuable feedbackCreating an effective customer service strategy requires using feedback from said customers. Customers reach out because they are having issues and are often irritated about it.They are your best source of information when it comes to how your customer service decisions and strategies are working to mitigate both the issues and irritation.By addressing both positive and negative feedback, when feasible, you reassure your customers of your appreciation for them and your commitment to solving issues.Addressing negative feedback offers the opportunity to convert a negative situation into a positive one.Accepting responsibility, rectifying issues, and perhaps extending a goodwill gesture leaves your customers with a positive perception of your company, which could encourage them to continue doing business with you.This makes collecting customer feedback an important customer service team goal.Example goal: Implement post-interaction surveys across multiple touchpoints to gather feedback on service quality and satisfaction, aiming to achieve an 85% response rate.Strengthen your customer onboardingDepending on the company, the onboarding process can be pivotal in shaping the initial perception of your organization in the minds of customers. Making it simple should be a key customer service goal.Establishing a faithful customer base is a challenging task in today’s fiercely competitive environment. First impressions carry a lot of weight.We’ve all experienced it—subscribing to a new service or app and then struggling to figure out how to use it. Don’t let your customers face the same issue. Create an onboarding process that they will appreciate.A well-designed onboarding process simplifies the initial user experience, allowing customers to accomplish more without needing to hunt down their own answers or reach out to customer support.Example goal: Develop personalized onboarding guides and tutorials for each customer segment, aiming to reduce onboarding time by 20%.Leverage social media with creativitySocial media offers a dynamic platform for customer service that goes beyond just responding to complaints. Supporting users on social media platforms can be a highly effective strategy, considering that nearly half (48%) of customers seek information on these platforms before making purchase decisions, according to a 2020 report by the CCMC.Utilizing social media creatively to achieve customer service goals involves integrating innovative and engaging strategies to interact with customers, address their concerns, and enhance their overall experience with your brand.Example goal: Enhance customer support by integrating X (Twitter), Instagram, or Facebook into our existing help desk system by the conclusion of the second quarter.Examples of customer service manager goalsEnhance productivityProductivity is a key goal of any successful customer service team. Teams should be working quickly, but also providing the best possible service to their clients.An efficient customer support process results in fewer errors and delays, which leads to satisfied customers and agents. Having efficient and streamlined processes in place can greatly enhance productivity.This can involve implementing standard operating procedures, using automation tools, and regularly reviewing and updating processes.Productivity is not just about doing more in less time, but also about doing the right things at the right time.Example goal: Implement workflow automation tools to streamline repetitive tasks and processes, aiming to increase agent productivity by 30% while maintaining service quality by the end of the first quarter.Improve employee skills and satisfactionThe quality of your customer service is a direct reflection of your customer service team’s capabilities and satisfaction. Delivering exceptional customer service involves empowering your team to excel.One way to improve both your team’s skills and stress levels is to make sure they have all the tools they need to do their jobs well.Continual training should be a part of your customer service team’s routine to ensure this.By enhancing their know-how and confidence, your team will improve in addressing customer issues, leading to quicker response times, elevated customer satisfaction, and agents comfortable managing more tickets.Managers should initiate routine individual meetings with their employees and provide tailored feedback. As employees progress and improve, they should be granted more independence and responsibility.Understanding your agents’ level of satisfaction or dissatisfaction with their role can assist in retaining essential employees and decreasing your company’s staff turnover rate.To keep track of employee satisfaction, managers can distribute anonymous satisfaction surveys regularly. The findings will provide insight into what brings joy to your team, their challenges, and their expectations from the company.Investing in the development and contentment of your agents can positively impact your profits.Example goal: Achieve an employee satisfaction rate of 90% within 3 months by introducing monthly team-building activities and offering additional training opportunities.Enhance troubleshooting skillsImproving troubleshooting skills is a customer service goal that directly impacts the efficiency and effectiveness with which customer issues are resolved. To achieve this goal, managers need an integrated approach that begins with comprehensive training.Customer service representatives must be equipped with in-depth knowledge of the company’s products and services, as well as common issues customers may encounter. This knowledge enables them to identify problems quickly and understand their root causes.In addition to training, regular skill-building workshops and simulations can be incorporated to keep troubleshooting skills sharp and present less common scenarios.Example goal: Provide specialized training sessions for customer service agents on advanced troubleshooting techniques to achieve a decrease in escalations.Improve quality of customer service responsesTo elevate the quality of customer service responses, representatives should ensure that each interaction with a client is not only efficient but also personalized and empathetic.Enabling them to do so means investing in comprehensive training programs that focus on active listening skills, product knowledge, and compassionate techniques, enabling representatives to understand and address customer inquiries accurately and with a genuine sense of care.Additionally, it involves implementing quality assurance measures such as regular reviews of customer interactions and performance analytics to identify areas for improvement.Example goal: At the end of three months, resolve 85% of support tickets in fewer than three responses.Motivate your team with smart customer service goalsSetting and meeting customer service goals is a continuous process that requires commitment, effort, and regular review.By setting SMART goals and using effective strategies, you can improve your customer service and achieve higher customer satisfaction.Overly ambitious objectives can lead to frequent disappointments. When properly formulated, though, these goals can serve as an effective tool to keep the entire team focused and united.They are instrumental in improving customer service, thereby boosting customer loyalty and retention. In addition, they have the potential to uplift team morale, reduce agent turnover, and improve overall employee performance.Book a live demo to discover how LIKE.TG can enhance your business and help you set effective customer service team goals.Begin a free trial to delve into its numerous features. Should you have any questions regarding the product and its functionalities, don’t hesitate to reach out to the LIKE.TG support team.Related blogsMost Essential Customer Service SkillsGuidelines for Customer Service for Any Business8 Strategies to Provide Efficient Customer ServiceAutomated Customer Service: Examples and Benefits10 Practical Tips to Improve First Response Time in Customer Service10 Effective Ways to Boost Your Customer Service Security

Effective information management plays a key role in driving success, and the ideal facilitator of this is knowledge management software. Tools like these aid organizations in optimizing information sharing, decision making, and enhancing the overall efficiency of information use.Given that an overwhelming 92% of users assert they would utilize a knowledge base if one was accessible, it’s safe to say that top-tier knowledge management software lays the groundwork for successful information sharing and self-service strategies.This blog presents a comprehensive analysis of the most popular knowledge management platforms available in today’s market to help you make a great choice. What is knowledge management software?Knowledge management software is a collection of tools that businesses use to organize, store, locate, retrieve, and share information internally or externally. This could include information about procedures, processes, best practices, and company policies.Most knowledge management tools provide a variety of functionalities that help improve efficiency in discovering knowledge, promote employee collaboration, and keep information up to date.The 12 best knowledge management platforms for businessesNavigating the knowledge management tools available in the market can be overwhelming, but we hope this article can help your decision-making process.Here’s a rundown of the top 12 best knowledge management software platforms on the market.1. LIKE.TGLIKE.TG is top-rated, powerful help desk software that empowers users to create comprehensive knowledge base solutions for both customers and support teams.LIKE.TG’s knowledge base software is renowned for its excellent features and tools that help businesses create self-service repositories for different products and departments.LIKE.TG offers a streamlined workflow for documentation, from designing to simple content creation, editing, styling, and publishing.The platform’s AI capabilities further simplify the process for support agents to produce easily understandable articles in multiple languages.LIKE.TG ensures security and control with features such as roles and permissions, access control, password policies, audit logs, and IP restrictions, allowing you to manage and track content access.Collaboration within teams is made easy through features like private notes and mentions. Additionally, SEO and social media tools enable the optimization of content for search engines and social platforms.LIKE.TG also offers branding and customization options, allowing you to tailor the knowledge management software with your company’s logo, colors, and login options.FeaturesThe following features position LIKE.TG as a market leader, delivering effortless self-service at an unbeatable price:The ability to create internal and external knowledge bases for multiple brandsSeamless workflows to create unlimited articlesGenerative AI-based featuresA powerful article search functionEfficient collaborative toolsArticle categorizationMultilingual optionsUnlimited branding and customizationAnalytics and metrics on article performanceUnlimited article templatesContent library tools like tags, categories, and sectionsTop-notch security and privacyA simple yet powerful article editorOn-page SEO tools for content optimizationPricingLIKE.TG has two pricing plans: agent-based and unlimited agents. Users can enjoy a 20% discount when they opt for the yearly payment plan, allowing them to access all the same features for less.Agent-Based plans:Scale:$25for 3 agents/monthGrowth:$50for 3 agents/monthEnterprise:$75for 3 agents/monthUnlimited Agents plans:Essential:$799per monthPro:$1499per monthBusiness:Contact usFree trial: 15-day free trial with instant access, no credit card required2. Document360Document360 is knowledge management software suitable for big teams and enterprises that need to create, organize, and share knowledge easily.It enables users to maintain multiple versions of documents for numerous projects, set up multiple users, and access analytics that will assist in maintaining the relevance of the knowledge base content.FeaturesSearch engine with AI-powered recommendationsBranding and customization optionsIntegrations with third-party tools and applicationsComprehensive analytics and reporting dashboardsCollaboration capabilitiesPricingDocument360’s pricing is based on the number of projects users desire to create.Standard: $149 per project/monthProfessional: $299 per project/monthBusiness: $399 per project/monthEnterprise: $599 per project/monthFree trial: 14 days3. ConfluenceConfluence can be a good choice for teams using other Atlassian products seeking to create and share knowledge.Confluence integrates smoothly with these tools to facilitate seamless knowledge sharing, enhance productivity, and promote collaboration on numerous projects.It provides users with a rich template library to help them get started and track their changes on the fly.FeaturesSeamless collaboration with real-time editing, tagging, commenting, and notificationsIntegration with Atlassian’s software suite and other toolsSecurityFull-text searchAnalytics reportingTemplatesPricingStandard: $5.75 per user/monthPremium: $11 per user/monthEnterprise: Contact salesFree trial: 7 days4. GuruGuru is a stand-alone, AI-driven, and feature-rich platform that allows teams to capture and share knowledge. It uses AI to quickly suggest information to enhance productivity and improve response times.FeaturesAI-powered search engineIntegrations with third-party tools and web browsersAnalytics reportingReal-time editing and collaborationPricingFree for up to 3 usersStarter: $5 per user/monthBuilder: $10 per user/monthEnterprise: Contact salesFree trial: 30 days5. NotionNotion is a versatile, cloud-based workspace suitable for companies that need an all-in-one solution that merges knowledge management, project management, and other functions into a single system.FeaturesFlexible customization optionsReal-time collaborationRobust search engineAnalytics and reportingPricingFree: For individual usersPlus: $8 per user/monthBusiness: $15 per user/monthEnterprise: Contact salesFree trial: Available only for Business and Enterprise plans6. ClickUpClickUp is a knowledge management app that centralizes resources, communication, and team management into a single platform.Its free forever plan provides a range of powerful and customizable features that allow users to create formatted knowledge bases.FeaturesIntegration with third-party apps and toolsPrivacy and edit controlsCollaboration capabilitiesUnlimited dashboardsAnalytics and reportingPricingFree Forever with limited features availableUnlimited: $7 per month/userBusiness: $12 per month/userEnterprise: Contact salesFree trial: Unavailable7. ZendeskZendesk is a customer support suite that allows users to create a knowledge base that stores, organizes, and shares valuable information with clients and staff.FeaturesRobust search engineIntegrations with third-party toolsAnalytics and reportingSecurityCollaboration capabilitiesPricingTeam: $49 per agent/monthGrowth: $79 per agent/monthProfessional: $99 per agent/monthEnterprise: $150 per agent/monthFree trial: 14 days8. BloomfireBloomfire is a cloud-based knowledge management solution that helps teams capture, organize, and share information. It uses AI-generated tags to categorize information and help users find information quickly.FeaturesPowerful search functionalityIntegration optionsAnalytics and reportingUnlimited storageAdvanced security and access controlsPricingContact sales for pricingFree trial: 30 days9. TettraTettra is an AI-powered knowledge base platform that centralizes company information. It offers a free version that primarily caters to small businesses.Tettra focuses on delivering knowledge and posting questions and answers in Slack and Microsoft Teams.FeaturesIntegration optionsCollaboration featuresPowerful search functionalityPage and update requestPricingFree: up to 10 usersScaling: $8.33 per user/month, up to 250 usersEnterprise: $16.66 per user/monthFree trial: 30 days10. Bitrix24Bitrix24 is open-source knowledge management software that specializes in project management. It supports collaborative document editing and workflow and process automation.FeaturesRobust search engineIntegrations with third-party productivity toolsAnalytics and reportingCollaboration capabilitiesPricingFree plan with limited featuresBasic: $49 per month, up to 5 usersStandard: $99 per month, up to 50 usersProfessional: $199 per month, up to 100 usersFree trial: Unavailable11. ProProfsProProfsis an all-in-one solution for creating a help center, a documentation platform, and both internal and external knowledge bases.It assists teams starting from scratch with predesigned templates to create documents.FeaturesEasy content creationCollaboration capabilitiesIntegration optionsAnalytics and reportingBuilt-in templatesPricingFree plan: Up to 25 articlesEssential: $20 per monthBusiness: $40 per monthBusiness Plus: $200 per monthFree trial: 15 days12. SliteSlite is a knowledge management solution designed to help remote teams collaborate seamlessly. It allows companies to create onboarding guides and manage content libraries and projects.FeaturesCollaboration capabilitiesRobust search engineIntegrations with third-party toolsAnalytics and reportingSecurityPricingFree plan with limited featuresStandard: $8 per member/monthPremium: $12.50 per member/monthEnterprise: Contact salesFree trial: UnavailableExamples of knowledge management toolsThe following are examples of different knowledge management solutions.Knowledge baseA knowledge base serves as a searchable information repository consisting of common queries, information about and troubleshooting for products or services, and vital company details.It provides crucial assistance to both customers and employees. It can be categorized as either internal or external, with the former serving employees and the latter assisting customers to find information quickly.Learning management systemsLearning management systems (LMS) help businesses establish a strong foundation of knowledge management.These systems enable company heads to design, manage, and administer lessons, courses, quizzes, and other training resources to their employees, students, or business partners.Customer relationship managementCustomer relationship management (CRM) systems are designed to store customer information that assists all teams involved in marketing, sales, and customer service in tracking prospects and customer information throughout the customer journey.AI-powered knowledge management AI-powered knowledge management tools leverage artificial intelligence capabilities to enhance information sharing and delivery. They use AI algorithms to:Better comprehend user questions and deliver customized outcomes and suggestions.Analyze historical trends to anticipate future needs.Identify potential knowledge deficits.Automate knowledge management tasks to boost efficiency.Best knowledge management software featuresThe features of knowledge management solutions differ among platforms. Here are some essentials you should consider when selecting a suitable knowledge base solution for your business:Customization: The knowledge solution should have many customization options that enable users to tailor its design and user interface to suit your business requirements.Efficient search capabilities: Choose a knowledge management system with a powerful search function that will allow your team to quickly locate specific information.Article tracking: The system should include article-tracking functionalities to monitor edits, identify editors, discern modifications, and restore previous versions.Ease of access: The solution should be easily accessible to everyone with permission, even those with the lowest technical skills.Third-party integration: The knowledge management software should seamlessly integrate with your existing business systems, such as ticketing systems and project management tools, to further streamline processes and avoid duplication of efforts.Templates: An ideal knowledge management tool should provide highly adaptable, ready-to-use templates.Security: There should be appropriate security measures in place to safeguard sensitive internal knowledge base and customer information.Reports and analytics: Look for knowledge management software that incorporates reporting and analytics tools that track user interactions.Scalability: As the business grows, the solution’s capacity should adapt to suit the changing needs of the business.User feedback: An ideal knowledge management solution should have built-in features that allow users to provide feedback on the usefulness of the content.Ease of adding and editing content: The solution should offer an easy knowledge management process. It should incorporate a user-friendly interface such as a WYSIWYG, facilitating a simple way to add and modify articles.Collaborative features: Choose knowledge management solutions with features like real-time editing, commenting, and version control that empower multiple users to work together.Benefits of a knowledge management solutionConsolidating all your information in a well-organized knowledge base may be a strategic process that requires commitment and ongoing effort. However, the gains it brings make it a worthwhile investment for your business.Here are some benefits of implementing a knowledge management solution:Enhance efficiency: By centralizing information, knowledge base management solutions enhance accessibility and reduce the time spent searching for information.Facilitates collaboration: Knowledge management tools enable staff members from various departments to share ideas and update information as required.Seamless knowledge transfer to new hires: Knowledge management software helps with training by providing new employees with official training materials and a single source to answer questions about company products.Promotes self-service: External knowledge management tools provide clients with round-the-clock, location-independent access to information, allowing them to find solutions autonomously.Knowledge preservation: Knowledge management tools help retain company information even when experienced subject matter experts leave.Find other reasons why a knowledge base solution is important for your business in our blog.Summary of the top knowledge management solutionsThe following table provides a summary of the top 12 knowledge management solutions discussed in this article.SoftwareKey featuresStarting priceLIKE.TGRobust search engineReporting and analyticsAutomationsAPI and integrationsSeamless team collaborationCustomization optionsIntuitive user interfaceArtificial intelligenceMultilingual knowledge baseSecurity and privacy$12 per month/userDocument360AI-powered search engineBranding and customizationIntegrationsAnalytics and reportingCollaboration capabilities$149 per project/monthConfluenceCollaboration capabilitiesIntegrationsSecurityFull-text searchAnalytics reportingTemplates$5.75 per user/monthGuruAI-powered search engineIntegrationsAnalytics reportingReal-time editing and collaboration$5 per user/monthNotionFlexible customization optionsReal-time collaborationRobust search engineAnalytics and reporting$8 per user/monthClickUpIntegrationsPrivacy and edit controlsCollaboration capabilitiesAnalytics dashboards$7 per month/userZendeskRobust search engineIntegrationsCollaboration capabilitiesAnalytics and reportingSecurityPowerful search engine$49 per agent/monthBloomfirePowerful search functionalityIntegration optionsAnalytics and reportingUnlimited storageAdvanced security and access controls$25 per user/monthTettraIntegration optionsCollaboration capabilitiesPowerful search functionalitySecurity$8.33 per user/monthBitrix24Robust search engineIntegration optionsAnalytics and reportingCollaboration$49 per monthProProfsEasy content creationCollaboration capabilitiesIntegration optionsAnalytics and reportingBuilt-in templates$20 per monthSliteCollaboration capabilitiesRobust search engineIntegrationsAnalytics and reportingSecurity$8 per member/monthChoose the right knowledge management platform for you!Selecting the appropriate knowledge management tool for your business may seem like an overwhelming endeavor, particularly when you are presented with options that are almost identical.It’s crucial to bear in mind that the best software isn’t a one-size-fits-all solution but rather one that is tailored to your specific needs. These needs can vary due to the size of your team, the budget allocated for such tools, and the preferred methodology for managing knowledge and projects.Therefore, having provided a comprehensive analysis of the top knowledge base solutions available on the market, we are confident that you are now equipped to set sail on your knowledge management journey.Suggested reads7 Important Tips for Creating a Knowledge Base Effectively3 Simple Knowledge Base Article Templates7 Techniques to Improve Your Knowledge Base Design7 Proven Best Practices to Improve Your Knowledge Base

For many businesses, customer satisfaction is paramount, and so businesses must meet and exceed customer expectations.A PwC survey found that 73% of customers consider their experience with a business to be a significant factor in their purchasing decisions.Thus, designing a solid and well-considered customer experience strategy is one of the best ways to enhance customer satisfaction, heighten customer loyalty, and increase revenue.But the crucial question remains—do you know how to craft an effective customer experience strategy?In this article, we will take you through how to create an exceptional customer experience strategy and how to improve it. What is customer experience?Customer experience (CX) is a term that defines the overall perception, emotions, and attitude a client has towards a business or brand throughout the customer journey. Customer experience is not confined to a single interaction or transaction; instead, it is an ongoing process that evolves.The customer experience journey begins when a potential customer becomes aware of a brand or business. This could be through channels such as advertisements, word-of-mouth, social media, or even a simple online search.The journey continues as the customer engages with the brand, which could involve browsing products or services, making inquiries, and ultimately purchasing.But the customer experience doesn’t end at the point of sale. It also extends to post-purchase interactions, including customer support, feedback solicitation, and any other communication between the business and the customer.Every touchpoint between a customer and a business shapes the customer experience. Therefore, businesses and companies should strive to ensure positive and memorable interactions, increasing customer satisfaction, loyalty, and advocacy.What is a customer experience strategy?A customer experience strategy is an plan that a company formulates to define its interactions with customers across all touchpoints of the customer journey.This strategy goes beyond merely addressing customer inquiries; it considers every element influencing customers’ overall experience, perception of, and satisfaction with the business.A CX strategy involves planning to address customer pain points and concerns in various stages, such as:The initial business discovery phaseThe purchasing processPost-purchase follow-upImplementing a CX strategy helps ensure every customer interaction is as positive as possible, thus fostering satisfaction and likely future purchases or continued subscriptions.How do you create a good customer experience strategy?Creating a comprehensive customer experience strategy is crucial. To design one, take note of the following tips.Examine the customer journeyThe customer journey encompasses every interaction a customer has with your business, from initial contact to final purchase or service. If you are trying to improve it, first you have to understand what it looks like. Create a diagram and map on it each step your customers might take in their interactions with your company. This might include:The brand-awareness periodThe shopping experienceNegotiation and purchasePost-sales follow-upBy examining your customer journey map, you can identify all the points where a customer’s experience might be impacted and how.Train and empower your support agentsJust as it’s important to understand your customers, it’s equally important to empower your support team to deliver a great experience.Therefore, when creating your client experience strategy, you need to consider the support team’s experience, too.This involves understanding your support team’s roles, workflow, and skills, and where there might be gaps in the latter.Understanding where skill or knowledge gaps exist helps you provide appropriate training to your agents. They should learn explicitly how to best handle customers at all touchpoints, thus empowering them to deliver an exceptional customer experience.Additionally, mapping out their workflow can give you insight into why issues may be occurring at points where they interact with customers. Workflow adjustments may be required.Gather and analyze your customer’s feedbackRegularly gathering and analyzing customer feedback from surveys and social media helps in identifying areas for improvement and adjusting customer experience strategies. Follow up with your customers on their pain points, suggestions, and their overall customer service experience.This approach helps identify issues or service gaps directly so you can make adjustments, thus enhancing the customer experience.How to improve customer experience strategyCreating a customer experience strategy and implementing it isn’t the end of the matter. Managing your strategy is also important for a continuous positive customer experience.The following are some of the best practices for maintaining and improving customer experience strategies.Understand your customersFor a better understanding of your customers, you should try:Thorough customer analysisCustomer service empathy mappingThorough customer analysisThoroughly research and analyze customers to create a successful customer experience strategy.Understanding their demographics, needs, preferences, and behaviors helps identify the target audience. This will let you customize parts of the customer experience to your demographics, like advertising or lingo.For in-depth research, you can use tools such as reports, metrics, and analytics to help you get valuable insights from your customer data.You can gauge customer interactions, purchase history, and behavior patterns to help you figure out, for example what might make them leave before completing a purchase.To do qualitative research:Conduct customer satisfaction surveys.Set the right key performance indicators.Engage your customers through after-purchase follow-up.Employ empathy In direct interactions with your customers, your support team’s default mode should be empathetic.When customers describe their issues, your agents’ responses should contain sincere apologies for the inconvenience and in some cases, phrases that assure the customer that their frustration is understandable.Expressions of empathy are not always natural to your support agents, so explicit training is beneficial.Some agents believe that solving issues quickly is all that matters and do not realize that the tone they communicate with is abrupt and might make the customer feel like a bother.So, teach your agents what empathy looks like in customer service.Use the right toolsImplementing the right customer service tools also plays a vital role in customer service strategies. For example, by integrating the following tools into your customer service, you can:Organize all of your support requests in one place, assign them to the proper agents, and enhance team collaboration using the ticketing system feature.Create a knowledge base to offer your consumers a self-service option via a central repository of information.Automatically perform recurrent tasks at each stage of a ticket life cycle andcreate an operation workflow that is particular to your organization using automation features.Use reports and analytical dashboards to visualize meaningful, real-time metrics that aid in understanding and enhancing the customer experience.Implement multichannel supportDifferent customers feel more comfortable using different channels to communicate with companies. Offering multiple channels means you’ll get more feedback and become aware of issues faster. Customers interact with businesses through:Social mediaWebsites and webformsEmailsCommunity forumsLive chatsThis can get confusing on the support side. Using a platform that supports this multichannel approach ensures a consistent, seamless customer experience across all channels.These platforms funnel all the channels to one system on the support side. They can allow customers to switch between different communication channels without your agents losing context, too, resulting in a more streamlined experience.Set an SLAAn SLA shouldcontain an agreement between the support team and customers about how much time ticket responses and resolutions ought to take. It’s important to implement one to:Clarify expectations of customers and correct them, as needed.Clarify what you expect of customers, as well.Establish fair and measurable standards for your team to meet.Set consequences for nonperformance.Establish escalation procedures.Additionally, by implementing an SLA, you promote accountability for your customer service performance, thus increasing competency.Create customer feedback loopWhether positive or negative, customer feedback should be valued and used to improve your business. Therefore, setting up a customer feedback loop is important.With an effective customer feedback loop, businesses can gather and analyze customer feedback to help them create good follow-up strategies and enhance the customer experience.Successfully creating and closing a customer feedback loop demonstrates to customers that their views are respected and appreciated, thus creating a better reputation.Leverage artificial intelligenceArtificial intelligence (AI) is the ability of computer systems to simulate human skills and expertise.Using artificial intelligence can significantly improve your customer experience. AI can analyze customers tickets to understand the intent and emotions of the customer feedback through sentiment analysis.Additionally, with AI assist features, you can summarize, rephrase, and correct grammar in your agents’ responses to customers, making them sound more professional.AI can even translate knowledge base articles into multiple languages, giving the usefulness of your self-service a boost.Moreover, you can integrate knowledge-based AI with your help desk to offer faster and more accurate support. Implementing knowledge-based AI in your customer service, you can reduce customer wait times and workload on your customer service team.Evaluate your customer experience metricsRegular evaluation of customer experience metrics, such as net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES), can provide insights on how well your business is meeting customer expectations.Thus, you need to regularly evaluate your customer experience metrics. This will help you identify areas for improvement and also gauge the success of your implemented changes.Conduct regular team trainingRegular training ensures your team has the necessary skills and knowledge to provide excellent customer experiences. By training your agents regularly, they can develop the necessary skills to handle different customers, use new tools, and understand new products or services.Training gives your agents new perspectives on solving customer issues, thus increasing the efficiency of your customer service.Create promotional programsPromotional programs are rewards that a company offers customers based on how frequently they interact with the business, encouraging them to continue doing business with you.There are different promotional programs, examples are:Discounts and coupons.Free products or samples.Early access to new products.To improve your customer experience, depending on the nature of your business, you ought to implement promotional programs. They provide your customers motivation and a feeling of receiving higher value.Personalize your customer servicePersonalized customer service can significantly enhance the customer experience. You could:Use your customers’ name in correspondence.Have your site remember your customers preferences.Provide personalized recommendations to customers.Be friendly rather than robotic during your interactions.Collect (and secure) personal customer data.Offer your customers solutions customized to their needs when necessary and possible.By personalizing your customer service, you can boost your customer experience, since your customers will have a feeling of being acknowledged as a person.Benefits of customer experience strategiesImplementing a good customer experience strategy in your customer service offers the following benefits.Increases customer acquisitionCompelling customer experience strategies focus on creating a customer-centric environment, exceeding expectations, and fostering a positive reputation.This attracts new customers who are more likely to choose a business known for providing positive experiences over one with poor or even average customer experience.Improves customer engagementExceptional customer experience strategies that include implementing multiple communication channels and using customer feedback loops enable businesses to connect with their customers on a deeper level, leading to increased engagement.This engagement strengthens customer relationships with a better understanding of their needs and preferences. Data and anecdotes from this engagement can be used to improve products, services, and marketing strategies.Reduces the cost of service and marketingPositive customer experience strategies save business costs by reducing product returns, complaints, and support needs. Happy customers are more likely to recommend the business to others, thus reducing the need for expensive marketing campaigns and customer service costs.Increases customer loyalty and retentionExceptional customer experience strategies increase loyalty and retention. It’s crucial to provide a good customer experience to retain existing customers, as retention is more cost-effective than acquisition.Certainly, customers who have an exceptional customer experience with a business tend to stick with the business. This serves as an advantage, as loyal customers are more likely to become brand advocates by recommending your business to others, thus reducing your marketing costs.Moreover, happy clients purchase more products and services from the same business, thus contributing to your company’s growth and success.Plan your customer experience strategyHaving a well-crafted customer experience strategy is key for company growth. Having easy-to-use support software with all the features you need is a major component of that strategy.Therefore, you should tryLIKE.TG, powerful help desk software that helps you understand your customers’ needs, expectations, and experiences. LIKE.TG offers a30-minute live demo and a15-day free trial so you can see how its features can be customized and integrated to meet your company’s needs.To learn more about LIKE.TG, don’t hesitate tocontact our LIKE.TGteam.Related articles12 Crucial Customer Experience Metrics for Your Support Team | LIKE.TG7 Best Techniques to Improve Customer Experience9 Effective Customer Experience Optimization Strategies7 Best Ways to Utilize AI for Customer Experience

In today’s tech-driven society, patience for bad customer service is low. Consumers have many options and quickly switch to competitors if the service they receive is poor.Bad customer service results in negative customer experiences and dissatisfaction. This affects a company’s reputation and deters clients from using the same product or service in the future.In this article we will delve into what bad customer service is, consequences of poor customer service, and examples of bad customer service. What is bad customer service?Bad customer service is the outcome of a company not fulfilling or meeting the needs and expectations of its customers.According to Zippia, after one poor customer service experience, 91% of customers are ready to change companies.Bad customer service can lead a decrease in business for a company and harm its reputation. Therefore, companies must prioritize delivering excellent customer service to retain customers and maintain their loyalty.Consequences of poor customer service in a businessProviding poor customer service can have severely impact customer satisfaction, customer loyalty, and the company’s reputation.Here are some consequences:Customer lossWhen customers receive unsatisfactory customer service from a company, they are usually inclined to switch to other businesses.This change negatively affects the company by increasing the customer churn rate, decreasing the customer retention rate, and harming the company’s bottom line.Reputational damageIt can be challenging for a business to overcome a reputation for poor customer service. Online reviews and word of mouth that are negative spread more readily than praise.An unfavorable perception will discourage customers and other businesses from partnering or associating with your company and brand.Other companies will be concerned about potential harm to their own reputation and doubts regarding your ability to deliver satisfactory outcomes.Increased costsIf a business fails to provide satisfactory customer service, it is likely to experience numerous product returns, refund requests, and exchanges.These can be brought about by miscommunication and misunderstanding between customers and the support team, and lead to substantial financial challenges for the business.Decreased employee moralePoor customer service can result in a company’s top employees feeling overwhelmed from dealing with disgruntled and irritated customers.This situation can create an imbalance within the team, where competent customer support agents cover for less effective ones.Profit lossBad customer service usually leads to a decrease in customers, resulting in reduced sales and profits for the business.This can trigger a destructive cycle where a company attempts to save money by eliminating staff or customer service training, which in turn drives down service quality, leading to even more profit loss.Examples of the worst customer service practices and their solutionsIn the field of customer service, there are certain practices that can lead to an unsatisfactory experience for customers.Here are some examples of poor customer service and their possible solutions:1. Incompetent customer support teamsSupport teams that fail to address customer issues or complaints promptly and effectively are inefficient.The inefficiency could be due to poor management, insufficient training, lack of knowledge or resources, or a combination of all of these.This leads to a bad customer experience and the possibility of lost business.SolutionsTrain your support team: Ensure that your customer service team is well trained to respond promptly and confidently. Equip it with essential resources and the knowledge required to effectively address customer inquiries.Provide self-help tools: Self-help tools, such as an internal knowledge base, enable customers to independently find solutions. These tools enhance the customer service experience and reduce the workload of support teams.2. Keeping customers on hold for too longBeing put on hold is a common experience when clients contact a customer service team.However, if they are kept on hold for a long time, it can be a source of frustration for customers as they feel their time is not respected.SolutionsPrioritization: Implement a system that prioritizes queries based on their urgency, ensuring that more urgent queries are handled first. This can be done by setting up required response and resolution times through an SLA and establishing ticket priorities.Monitor and optimize processes: Regularly review customer service workflow processes to identify and rectify any inefficiencies that contribute to long wait times.Use automated responses: Utilize automated responses, such as canned responses, email templates, and automated SLA reminders to acknowledge customer inquiries and provide estimated wait times.3. Inadequate communication channelsMost customers are accustomed to having multiple options to access a company’s support or customer service.If a company only offers support through phone calls, it is neglecting many customers’ preferred communication channels.SolutionsOffer multiple communication channels: Providing multiple channels for customers to reach out to your business, such as community forums, email, social media, and web portals enhances the customer experience. Doing so gives customers the flexibility to use their preferred channel to communicate their issues.4. Ignoring customer feedbackMost businesses provide several platforms for customers to provide feedback.Ignoring customer complaints is more detrimental than acknowledging them, as it not only demonstrates a lack of concern for customer feedback, but also implies a disregard for the customer’s role in the success of the company.SolutionsFollow up on customer feedback: Considering and acting on feedback from customers directly results in improvements to your customer service. Acknowledgement alone may make the customer feel better in the short term, but benefits neither party in the long run.Monitor interactions: Companies must ensure that each customer interaction progresses toward a positive outcome for both the customer and themselves. Social media interactions in particular require close attention because anyone can see them.Track customer satisfaction metrics: Businesses should collect data about their customers’ experiences and identify areas where they can improve their brand.5. Transferring customers from agent to agentTransferring customers from agent to agent to resolve an issue can indicate a worst customer service in a company, especially if it’s a frequent occurrence. Customers encountering such situations regularly will feel frustrated and may look to competing businesses for help.SolutionsUtilize help desk software: Comprehensive help desk software can streamline support workflows and keep track of customers’ previous issues, making it easier for agents to help them.Implement automated ticket routing: With automated ticket routing, customer inquiries are directed to the right agent from the start, reducing the likelihood of transfers and leading to quicker resolutions.6. Lacking empathyEmpathy and politeness are important qualities in customer service. The absence of these qualities in customer service interactions can leave customers feeling frustrated and undervalued by your company.SolutionsActive listening: This is crucial in customer service. It involves agents giving customers their full attention, remembering important details and responding in a way that shows the customers that their feelings are recognized and understood.By practicing active listening, agents are more empathetic to customer issues, and can better understand and solve them.Training on empathy: Agents can be trained to improve soft skills like empathy and politeness. Role-playing exercises are especially effective for practicing responses to different scenarios.Create a culture that values empathy: Recognize and reward empathetic behavior, share positive feedback from customers, and lead by example.7. Hanging up on angry customersIt is never appropriate to hang up on a customer as a way of dealing with a challenging situation. The customer is upset for a reason. Hanging up will make them feel neglected, disrespected, and worsen the situation.SolutionsTrain the support team on conflict resolution: Provide your team with training on effectively managing challenging circumstances and resolving conflicts without resorting to abruptly ending conversations.Supervisor intervention: If a customer is inconsolable, it might be necessary for a supervisor or manager to intervene. Supervisor involvement can help resolve the issue and show the customer that their concerns are taken seriously.8. Dismissing customer problemsMore than anything, customers want their issues to be acknowledged and efficiently addressed. Failure to meet this expectation can make customers feel overlooked and undervalued.Even if the customer’s problem is due to a mistake of their own, it is in your best business interest to guide the customer to a solution.SolutionsAcknowledge customers’ problems: When a customer contacts your business with a problem or complaint, it is important to validate their issue and show empathy. This makes the customer feel heard and valued and sets the stage for a positive resolution. Customers’ issues can be acknowledged in the following ways:Recognize the challenges they are facing in writing or verbally.Apologize for any inconveniences.Let the customer know you are going to do everything in your power to help them.9. Using language that demotivates the customerThe language used in customer service interactions can have a big impact on the customer experience. If language is used in a way that discourages or diminishes the customer, it can result in the customer feeling frustrated and unappreciated.SolutionsUse the right language: Use positive language and steer clear of phrases that might discourage or blame the customer for their issue.10. Asking customers to repeat themselvesAsking customers to repeat themselves results in frustration and an unsatisfactory support experience. It creates the perception that the customer service representative is disregarding or undervaluing the customer’s time.SolutionsTake notes: Encourage support agents to make notes during customer conversations to help them remember important details and minimize the need for repetition.Record conversations: With the consent of your customers, record all interactions. This allows your customer service representatives to revisit discussions as needed, reducing the burden on customers to repeatedly provide the same information.End bad customer service in your company today!Bad customer service harms businesses. Therefore, companies must prioritize delivering excellent customer service and constantly solicit feedback for improvement. By providing outstanding customer service, businesses can hold on to their customers, establish a positive image, and enhance their profitability.If you’re looking for ways to improve your customer service, try LIKE.TG by Syncfusion. You can start a 15-day free trial or book a live demo. Contact LIKE.TG support for more information.Related articlesGuidelines for Customer Service for Any BusinessStrategies to Provide Efficient Customer ServiceEssential Customer Service Skills

Relationships are built on a foundation of small interactions. As time passes, the quality of these interactions determines the level of commitment people have towards the relationship.According to a research by Sprout social, 64% of consumers express a desire for brands to establish a connection with them.Customers frequently communicate and engage with businesses for a variety of reasons, including marketing, sales, and service support issues.These customer interactions occur throughout the client’s journey and present an opportunity for brands to connect with customers, comprehend their needs, and improve their experience.Efficient management of customer interactions enhances customer retention and advocacy. Successful interactions can boost sales and enhance business outcomes.In this article, we’ll explain everything on customer interaction, importance of customer interaction, and some ways to improve customer interaction management. What iscustomer interaction?Customer interaction refers to the communication that takes place between a customer and a business. Sometimes this is passive as customers interact with your website, and sometimes it’s active as they reach out to customer service reps.Either way, interacting with customers provides a valuable opportunity to create a positive impression.Each individual interaction plays a significant role in shaping your brand’s position in the market.Clients can reach out and interact with business through the following communication channels:EmailSocial mediaCommunity forumsWebsiteSelf-service resourcesSupport portalsCustomer engagement is often a goal of interaction. It aims to generate interactions that make customers feel valued and appreciated, fostering enhanced customer loyalty and satisfaction.What iscustomer interaction management?Customer interaction management (CIM) refers to a strategy that manages the interactions or conversations a company has with its customers through various channels.It involves crafting a good customer experience. The objective of CIM is to provide a consistently high level of service to all customers, regardless of the platform they use to contact you.CIM software serves as a valuable tool for managing communication between a company and its customers.It involves the collection and storage of customer data, allowing customer support leads to access and utilize it as necessary.Customer interaction stagesKnowing the stages of a customers’ experience with a company can help us pinpoint where interaction occurs and what kind. These may look a little different, depending on your company:Discovery of the brand: At this stage, customers discover businesses or brands through various channels, such as search engine results, advertisements, referrals, or social media. Customers often compare products from different companies and check reviews during this phase to find the most suitable option. Interaction might be through your website or marketing, but this exploratory stage often involves third-party opinions.Brand awareness: Customers are at the initial stage of their purchasing journey, seeking additional information about what your business offers and how it can solve their problems. They will likely interact with your website.Acquisition of new customer: This stage involves converting potential end users into new customers. The interested customers finalize the purchase of the product or service. This can either be through a website or physical store. They may reach out with questions first.Experience: This stage involves the customer’s engaging and familiarizing with the product or service, including usage, customer service interactions, and support.Retention stage: This stage focuses on nurturing the relationship with the newly acquired customer to encourage repeat purchases. Providing excellent customer service and follow-up helps retain existing customers.Loyalty and advocacy stage: In this final stage, the positive interactions add up to customers becoming loyal to the brand, and they may even advocate for it. They continue to make purchases and may provide valuable feedback, leave positive reviews, and even recommend others try your brand.How to improvecustomer interaction managementFollowing are some of the ways to improve your business through effective customer interaction strategies.Request and give responses to customer feedbackRegular collection of customer feedback enables customers to express their views, concerns, or suggestions.After requesting feedback, it is appropriate to respond to it. This demonstrates how much a company appreciates and considers the customers’ feedback.Turn complaints into support tickets, thank clients for saying good things, and send reasonable suggestions to the appropriate people in the company.Responding to feedback aids in improving customer interaction with a brand and providing an optimal experience.Align how teams work on multiple channelsFor a consistent and satisfactory customer experience, support agents must possess the necessary tools to communicate with customers through various channels, such as emails and social media, while still keeping it all in one place.When customers reach out, they expect quick responses using the same channel they contacted you through, though the conversation might not always stay there.You should always strive to be present and actively participate on the platforms that your customers use the most.The aim is to make it effortless and convenient for your customers to interact with your business.To accomplish this, it is recommended to establish a comprehensive framework within your customer interaction strategy that ensures agents are adept at representing your brand through all mediums.Show empathyWhen engaging with customers and addressing their issues or concerns, it’s important for your customer support team to show empathy to your customers.By engaging in active listening and expressing understanding of their feelings, they will feel acknowledged and valued and know that their concerns are not dismissed.Showing empathy has the potential to result in higher levels of customer satisfaction and stronger brand allegiance.Enhance your support team’s communication skill through trainingEffective communication is crucial for successful customer interaction. To enhance their communication skills and foster a deeper understanding of customer concerns, regular training sessions are imperative for your support team.These sessions encompass essential elements such as active listening, empathetic understanding, clear and concise explanations, as well as the cultivation of patience.Follow up with your customersSend follow-up emails after purchases and respond to customers on social media.If a customer has had an issue solved by your support team, send a follow-up email a few days or weeks later to make sure they are still doing fine.Sometimes all a customer needs is a nudge to let you help them enjoy your brand more.Promote transparency and open communicationWhen dealing with customers who have encountered a challenge in using your brand, maintain transparency and engage in open communication.If your team is working on their problem, don’t let the customer just sit there indefinitely, waiting for an update.Send an occasional message reassuring them that your team is still working on it. If they have time, they can add where in the process they are.This assists in establishing trust, nurturing a stronger bond, and guaranteeing that your customers receive timely updates on any modifications or concerns that may impact them.Reward loyal customersThe act of acknowledging and rewarding loyal customers can greatly increase the quality of interaction experienced between the customer and the brand.Implementing loyalty programs, granting exclusive discounts, and personalizing offers can make your customers feel special.These actions demonstrate to customers that their loyalty is highly appreciated.Importance of customer interaction in a businessGood customer interaction plays an important role in every business.Offers valuable data to improve operational proceduresInteracting with customers is an important way to gather information that can enhance operational procedures and performance.Analyzing the data obtained from these interactions provides valuable insights into customer behavior, preferences, satisfaction, and loyalty.It also allows for identifying the strengths and weaknesses within our products, services, processes, and policies.This data can then be utilized to make informed decisions and implement changes for improvement.Boosts employee motivationPositive interactions with customers have a significant impact on the morale and motivation of employees.Utilizing skills from their training to turn an irate customer into a pleased one remind employees of their value and the importance of their role in shaping the company’s success.As a result, their work feels more meaningful and engaging, which increases their efforts and dedication. Ensuring their supervisors recognize their skills helps with this, too.When employees feel fulfilled and appreciated in their work, they are more likely to deliver excellent results, resulting in increased customer satisfaction.Helps in understanding your customers betterEngaging with customers allows you to understand their needs, preferences, and expectations.Furthermore, you can identify any deficiencies in your current offerings and make appropriate enhancements.Customer interaction also enables you to categorize customers based on their behaviors, interests, and characteristics.As a result, you can understand the demographics of your customer base and tailor your marketing and interactions to suit them. This will enhance the overall customer experience.Aids in reducing customer churn ratesCustomer churn can be caused by bad customer service, high pricing, or better alternatives.By interacting with your customers regularly, you can show them that you care about them and value their opinions.Doing so effectively can also help you handle negative feedback and turn unhappy customers into loyal customers.Customer interaction can help reduce customer churn by building trust and shaping brand perception.Improves brand loyalty and reputationBrand loyalty refers to the level of dedication customers have towards your brand and their willingness to make repeated purchases.On the other hand, brand reputation refers to how your brand is perceived by both customers and the public.By interacting with customers effectively, you can enhance both aspects by creating positive experiences and emotions.Offering exceptional customer service, providing valuable information, and engaging in meaningful conversations can also motivate customers to share their feedback and recommendations with others.This can have a positive impact on your word-of-mouth marketing and online reviews.Increases recommendationsPositive customer interactions can improve the overall customer experience, thereby increasing the positive perception of the brand, raising the likelihood of gaining referrals from existing customers.These referral are shared through:Word-of-mouthOnline reviewsSocial mediaCommentsImproves customer satisfactionEffective management of customer interactions can greatly improve your customer satisfaction score, for all the reasons previously described.Therefore, businesses should create an environment that promotes caring about and valuing customers.This results in a higher level of clients’ satisfaction with their overall experience.Utilizing the potential of your customer interaction managementThe importance of customer interaction goes beyond simple buying and selling. It’s about building long-term relationships. This involves good communication with thoughtful responses.By prioritizing customer interaction, businesses can increase satisfaction and loyalty among their customers. Satisfied customers are more likely to come back and bring their friends, so creating positive customer experiences correlates with positive sales numbers.With LIKE.TG, you can improve your customer interactions. Book a live demo or start a LIKE.TG free trial to experience the many possibilities. Contact the LIKE.TG support team for more information and inquiries.Related articlesEssential Ways to Improve Customer Satisfaction7 Best Techniques to Improve Customer ExperienceTips for Creating Effective Canned Responses for Your Customer Service

With companies extracting vast amounts of customer data from various sources to optimize products and make evidence-based decisions, securing and managing it requires a plan.In the past, customer data management primarily revolved around collecting and organizing data. However, the vast abundance of data being generated has introduced challenges such as a rise in data breaches, storage difficulties, and data quality issues.It is now imperative to have client data management strategies that include data privacy and compliance measures to prevent the devastating impacts of a cyber breach.Read on to understand customer data management, the value it offers businesses, and the best practices you should adopt to effectively harness customer data. What is customer data management?Customer data management (CDM) is the process by which companies collect, organize, store, and secure customer information.The aim of customer data management is to harness technology in gathering customer data and converting it into useful customer profiles.These customer profiles can then assist in:Understanding customer behavior and preferences.Executing targeted digital marketing campaigns.Delivering personalized experiences.Types of customer dataCustomer data encompasses more than just names and email addresses. Understanding the kinds of customer data available is key. This understanding enables you to utilize this data effectively to enhance your business. The following are the types of customer data:Identity dataThis is data that identifies customers as unique individuals. Basic customer data includes a customer’s name, age, date of birth, phone number, postal and email addresses, gender, and race.Basic customer data could also include customer’s:Profession and industryIncomeIP addressSocial media usernamesBasic data is unique and facilitates the creation of personalized products and services.Data sources: This type of data can be gathered through your website by utilizing web forms that customers fill out.These forms may include newsletter subscriptions, contact forms, account sign-ups, and purchases.Behavioral and interaction dataThis is data on how your clients interact with your business at different touchpoints.Customer interaction data could include:Number and duration of website/app visits.Click-through and bounce rates.The total number of conversions.The level of user engagement with ads, social media posts, videos, and emails.The buying history of the customer.The value of product orders, renewals, or cancellations of subscriptions.This type of data is important in gaining a deeper understanding of the various customer interactions and objectives throughout their experience with your company.Data sources: Businesses utilize reports and analytic dashboards that give a rundown on how well their websites, ads, and social media campaigns are performing.Behavioral data can also be gathered directly from your website by examining transactional information on products and individual user behavior.Quantitative dataThis is measurable data on the performance and shortcomings of business operations. This could include things like customer service statistics, online/offline transaction figures, and campaign measurements.Data sources: This data can be sourced from help desk solutions, Google Analytics, marketing automation tools, and customer relationship management systems.Qualitative or attitudinal dataConsists of direct customer opinions about your business, services, and products. It’s a bit more complex to process because instead of numbers, attitudinal data comprises:Reviews from customers and clients.Responses to online surveys.Face-to-face customer interactions.Word-of-mouth reviews.Data sources: Customer opinions can be gathered through surveys and feedback forms that you distribute to your clients.Steps to implementing a customer data management processLet’s delve into the steps involved in implementing an effective customer data management process.Data collectionThe initial step involves setting up systems for gathering your customer data from a variety of channels. Develop a consolidated database for accumulating and storing the collected data.Data validationData validation involves checking and verifying that the data entered into the database is accurate, correct, and usable. You can set up procedures to verify and improve its quality to prepare it for processing.Data segmentationData segmentation involves creating unique and identifiable data clusters that define how the data can be used.Use effective data segmentation tools and methods to develop comprehensive customer profiles that can be accessed as needed across departments.What are the benefits of customer data management?Effective customer data management aids in making well-informed decisions that significantly promote the success of a business.Other benefits of customer data management include:High-quality data: By implementing data cleaning technology and techniques, you can ensure that the data you store is accurate and ready for processing.Improved customer satisfaction: Managing customer data makes it more suitable for analytics, which helps companies understand customer needs more accurately.Effective marketing campaigns: In sorting customer data into profiles, data management allows marketing teams and tech to analyze their demographics and create targeted campaigns.Improved customer trust: Proper data management fosters customer trust by ensuring that collected information is stored securely, maintained accurately, and used responsibly.Customer data management best practicesImplementing top-notch tactics for handling customer data not only aids your business in efficiently utilizing the data but also reassures your customers of their privacy rights being respected.Consider these best practices as a roadmap for effective management of customer data:Implement a proper strategy to manage dataDon’t just gather customer data without a strategy. Statista reported that consumers found the privacy of their personal data was the issue of highest concern when interacting with companies in 2022.It is, therefore, crucial to implement a customer data management strategy that keeps tabs on customer data throughout the pipeline to address these concerns.You can start off by setting standards, guidelines, and goals to organize your efforts and effectively measure success at each stage.The strategy should include information on:The people to manage the different aspects of the processA standardized way of data collectionThe data sources to be usedData storage locationsData governance and quality control measuresThe measures to ensure compliance with federal and internal regulationsKeep your data cleanRegular data cleansing is crucial for preserving the relevance and usefulness of your customer data. Routinely check, correct, or remove corrupt, inaccurate, or irrelevant parts of the data to enhance its quality and accuracy.By doing so, you ensure that the data you rely on for customer understanding and decision-making is current and reliable.Secure your customer dataConsumers are increasingly becoming aware and concerned about their data’s misuse. The impacts of a data breach have also become more severe.IBM currently estimates the average cost of a data breach at USD $4.45 million, a 15% increase over the last 3 years.To combat this, put data governance and security measures in place to safeguard customer information from unauthorized access, use, disclosure, alteration, or destruction, right from the data collection stage.You can achieve this by implementing robust security practices, such as encryption, access controls, secure storage, and regular audits.Collaborate with your legal team to confirm that the data platform you use complies with the law and that customers are well-informed about their data collection, usage, and sharing practices.Not only is protecting customer privacy a legal requirement under data protection laws like the European Union’s General Data Protection Regulation (GDPR), but it also helps build customer trust.Invest in the right softwareManaging customer data can involve a lot of manual procedures, which could result in a significant workload for your in-house teams.Investing in the right technology, like help desk software or a customer relationship management tool, provides an easy and secure way to collect, organize, and use customer data to enhance customer service strategies.Additionally, it can also help you:Analyze customer data.Record every customer interaction.Automate tasks such as marketing email distribution and lead follow-ups.Another benefit is that these tools have the capacity to handle a larger amount of data as your business expands.Focus only on important dataAlways be intentional about the data you collect not only to save time and money but also to prevent your team and data platform from becoming overwhelmed.Use a systematic approach to the data collection process to reduce irrelevant data. For instance, if you need a customer’s age, is it necessary to also collect their date of birth? If one piece of information suffices, there’s no need to gather both.Train your client data management teamsIt’s one thing to have protocols and policies, but it’s another to ensure employees understand them. Train all staff who handle and manage data to follow the correct processes and methods.For example, maintaining uniform data entry procedures can boost data quality, and being aware of possible security risks can improve data safety.Remember to conduct recurring courses and update training to keep pace with any changes and technological advancements.Find out more about data entry opportunities to expand your understanding of data management practices.Back up your dataIt’s important to have secure and updated backup systems to guarantee data recovery in the event of a data loss. Regularly test your backup systems to ensure they always step up when needed.Eliminate data silosIn the past, businesses often held their customer data in separate silos, with each department having its own set of customer data.This led to data inconsistencies, duplications, and inhibited a comprehensive understanding of customer behaviors.By consolidating data from various channels into one central place, you can:Eliminate errors.Centrally update and manage data.Ensure that everyone has the same information.Gain a more holistic view of the customer journey.Enhance collaboration and efficiency.Be transparent on how you manage dataTransparency serves as a cornerstone of fostering trust and enhancing the reputation of a business.Openly communicate on how you plan to collect, store, process, and utilize customer data.This way, you can assure your customers about your ethical position and dedication to safeguarding their personal information, possibly drawing in more customers who greatly appreciate data privacy.How does LIKE.TG assist customer service teams in data management?LIKE.TGis a sophisticated customer data platform that offers innovative features and tools to effectively gather, organize, analyze, and derive valuable insights from customer data.Here’s how LIKE.TG helps customer service teams manage and use their data:Data collection: LIKE.TG provides a highly customizable customer satisfaction survey tool that guarantees easy retrieval of feedback from clients. Users can create customized surveys with different question types and design elements.Data storage and security: LIKE.TG organizes and stores customer data in a manner that facilitates easy information retrieval and tracking of customer issues. Having completed the SOC 2®Type 2 compliance certification, it provides top-notchsecurity and privacy thatprotects user data.Data integration: LIKE.TG offers seamlessintegration possibilities with your favorite applications. This helps simplify workflows, reduce data clutter, and derive insights from diverse data sets.Data analysis: The platform offers robust reporting and analytics tools, including customizable reports, dashboards, and visualizations, for better decision-making.Automation: LIKE.TG provides efficientautomation for repetitive and manual tasks, saving users time.Collaboration: LIKE.TG fosters easy collaboration among team members using shared inboxes, allowing them to share reports and data visualizations with relevant stakeholders.Customer data management doesn’t need to be difficultWith so many new ways to collect, organize, and analyze customer information, it’s critical to have a strategy that strikes a balance between capitalizing on the data’s potential and safeguarding it from potential threats. Only then can you truly reap the benefits of your customer data.LIKE.TG is here to do the heavy lifting for you. Contact usto schedule alive demoto experience first-hand how LIKE.TG’s capabilities can help you manage data efficiently. Or, try out ourfree trialwith instant access.Recommended reads10 Effective Ways to Boost Your Customer Service SecurityHow to Analyze Survey Data in Customer ServiceHow to Create Customer Service Policies Effectively

Modern businesses understand that delivering a positive experience can have a profound impact on business expansion, with excellent customer service being of utmost importance.According to Microsoft, 96% of respondentsclaim customer service influences their brand selection and loyalty.Customer service can significantly influence your profit margin and public perception of your company. Therefore, monitoring customer service KPIs (key performance indicators) becomes essential.This article provides a comprehensive overview of crucial customer service KPIs necessary for agents, managers, and leaders in customer-oriented businesses.In this blog we will learn about customer service KPIs, and their importance. What is a customer service KPI?Customer service KPIs are metrics used to measure the quality of a company’s customer service and the experience it provides.These indicators help businesses analyze their goals, determine their success in satisfying customer needs, and identify areas where they can improve their service.How arecustomer service KPIsdifferent from customer service metrics?Customer service KPIs and customer service metrics both measure the performance of a customer service department, but they are used for different purposes.Customer service metrics are broad measurements of a department’s performance.They can include a wide range of data, such as the number of calls taken, the average time to resolve an issue, or the number of complaints received.These metrics can be used to track performance over time, identify trends, and make comparisons with industry standards.On the other hand, customer service KPIs are a more specific set of measurements that are directly linked to an organization’s strategic goals.Customer service KPIs are used to assess the effectiveness of a customer support department in achieving these goals.For example, if a company’s goal is to improve customer satisfaction, a relevant KPI might be the percentage of customers who rate their service experience as “excellent.”In short, while customer service metrics give you a broad overview of performance, customer service KPIs tell you whether you’re meeting your specific business objectives.What are the most important KPIs for customer service?KPIs for customer service are crucial in determining the trajectory of a business, whether it’s on the right path or not.Here are important customer service KPI examples.First response time (FRT)First response time refers to the amount of time from when a customer first makes a request or issue known, to when the company or business acknowledges or responds to that request.It is an important KPI for customer service to measure the efficiency and effectiveness of a customer support team.This customer service KPI reflects how effectively your agents can manage multiple tickets simultaneously and handle varying ticket volumes.Any lag in the first response could result in a negative customer experience, making FRT one of the most closely observed customer service KPIs.Service level agreements (SLAs) often establish expectations for FRT. An SLA might, for instance, stipulate a response to each customer support request within an hour or less.Implementing a defined standard across your company will aid in tracking and measuring agent performance.So, why is FRT a crucial customer service KPI? It assures customers that their concerns are being prioritized. This metric demonstrates the efficiency of your team in addressing issues.By monitoring this customer service KPI, you can determine whether your team is adequate or if additional resources are required.Average handle time (AHT)Average handle time is defined as the typical duration an agent spends resolving a customer’s issue, from the start of the conversation until the ticket is officially closed.Responding to your customers promptly is important, but the duration it takes to completely resolve a problem is even more crucial.Companies strive to enhance this customer service KPI to:Elevate customer satisfaction levels.Streamline team productivity.Minimize support expenses.A lower average handle time indicates a more proficient customer service team.An elevated average handle time may indicate:A lack of product knowledge.Inefficiencies in company workflow procedures.Inappropriate investment in ineffective support tools.AHT can be minimized by reducing the time customers spend waiting, and by enhancing the efficiency of each interaction.A Netomi report indicates that 39% of consumers are less patient now than they were before the pandemic.Employing hybrid support models, such as a combination of human and AI as opposed to solely human agents, can significantly reduce handle time.First contact resolution (FCR)First contact resolution is used in customer service to measure the ability of customer service representatives to resolve customer issues, complaints, or inquiries during their first interaction or contact.This could be through emails, social media, websites, self-service portals, web forms, or live chats.Customers derive great satisfaction when their issues are resolved within their first interaction with support. Additionally, effortless resolutions are key to customer loyalty and retention.A high FCR rate indicates that the customer service team is effective in resolving customer issues promptly and without the need for follow-up interactions.Better training, improved quality of support, and revising customer service policies can contribute to enhancing first contact resolution rates.Number of resolved ticketsThis customer service KPI indicates the quantity of tickets that a single agent or an entire team has received and resolved within a specific time frame.If the tickets resolved in a day are significantly fewer than those received, it could indicate a potential delay in resolving customer issues.Examining this metric can provide insight into the performance of agents during peak times. This can guide important decisions, like arranging training for staff who are not performing well or adjusting staff allocation to manage peak periods effectively.Customer satisfaction score (CSAT)Customer satisfaction score is a customer service KPI used to measure the degree of satisfaction that a customer has with a particular product, service, or interaction with a company.Usually, customers are urged to complete a survey following their interaction with support staff. The customer is asked to rate their satisfaction on a scale, for instance from 1 (very unsatisfied) to 5 (very satisfied).Customer satisfaction scores reflect customers’ contentment with a service they received and the efficiency of the customer service team in resolving problems and complaints.Net promoter score (NPS)Net promoter score is a KPI used to gauge a customer’s likelihood of recommending your business to others. This helps in determining how satisfied customers are and their overall customer experience.It is calculated by asking customers one question: “On a scale of 0-10, what’s the probability that you would recommend our brand to a friend or a colleague?”Based on their responses, customers are categorized into three groups: Promoters (9-10 score), Passives (7-8 score), and Detractors (0-6 score).Customers respond to this question based on their overall experience with your brand. Therefore, it is crucial for the customer service team to maintain other KPIs and provide constant and easy customer service experiences to enhance your NPS.Customer effort score (CES)Providing superior customer service involves minimizing difficulties for your customers and ensuring they do not perceive the resolution process as more problematic than the initial issue that prompted them to contact the service team.Customer effort score is a KPI used to assess how easily a customer can interact with a business or use its products.It is usually assessed through a survey question after a customer interaction, such as “On a scale of 1-7, how easy was it to interact with our company?”A lower CES indicates a smoother and more satisfactory interaction with a customer, while a higher score suggests the customer had to put in more effort to have their needs met.Good customer serviceis founded on minimizing disruption in a customer’s life and requiring minimal effort from them.Strategies to enhance your CES may vary from:Increasing accessibility across multiple channels.Presenting easy-to-use self-service options.Offering support in multiple languages.Enhancing agent education.Customer retention rate (CRR)Customer retention rate is a KPI that measures the percentage of customers a company retains over a certain period.This rate is calculated by dividing the number of customers at the end of a period by the number of customers at the start of a specified period and then multiplying that by 100 to get a percentage.Increasing customer retention can significantly increase a business’s revenue by enhancing the lifetime value of its customers.It is a significant indicator of customer loyalty and satisfaction. A high retention rate often translates into increased profits for a company.While the quality of a brand substantially influences customer retention rate, customer support is also a key determinant.It helps nurture customer relationships and ensures customer issues are resolved before they worsen. Offering timely, customized solutions can aid in boosting customer retention.Customer lifetime value (CLV)Customer lifetime value is a prediction of the total net profit attributed to the entire journey and relationship with a customer.It represents the total amount of money a customer is expected to spend on your business, or on your products, during that customer’s lifetime.This KPI is linked to a business’s revenue objectives, as it provides insights about potential earnings and aids in planning for the business’s sustainability.It is calculated using the following formular.This is an important customer service KPI, as it helps a business determine how much money they should invest in acquiring new customers and how much repeat business they can expect from certain consumers.Customer churn rateThis refers to the percentage of customers that stop using a company’s product or service during a particular period.It is a critical customer service KPI for businesses that operate on a subscription model, as losing customers can significantly impact the company’s revenue and growth potential.The essential task of decreasing customer churn is vital for business success. It necessitates regular interaction with customers to understand and resolve any issues they have with a brand.Churn rate is calculated by dividing the number of customers lost during a specified period by the number of remaining customers.Average resolution time (ART)Average resolution time is a KPI used in customer service to measure the average time taken to resolve a customer’s issue or complaint after it has been reported.It is calculated using the following formular:It can include time taken for all steps involved in resolving the issue, such as:Diagnosing the problem.Finding a solution.Implementing the solution.Excellent customer service equates to swift problem resolution. Customers anticipate quick and consistent support experience, and addressing their inquiries in real time is crucial to prevent them from considering other options.Comprehending the average resolution time can aid in identifying strategies to enhance the efficiency of customer service and detect areas for improvement.Achieving lower resolution times is an indicator of success, as this ensures that customer queries are addressed promptly.Cost of conversationIn the realm of customer service, the cost of conversation is a critical factor that can significantly influence the overall efficiency and effectiveness of the support system.Cost of conversation measures the total operational expenses of your team in relation to the total number of conversations carried out across your support channels.This cost is not just monetary but also includes the time and resources spent on each interaction between the support agent and the user.The cost of conversation in customer service can vary greatly depending on:The method of communication.The complexity of the issue being resolved.The duration of the conversation.By taking into account the various factors that influence this cost and implementing strategies to reduce it, organizations can significantly enhance their customer support operations.It’s important to note that well-trained teams and adjusted staffing schedules based on business needs can help manage support costs.Best practices to set KPIs for customer serviceCustomer service KPIs provide a quantifiable measure of how well your team is meeting its objectives.Setting KPIs for your service teams is a crucial part of managing performance.By following these best practices, you can ensure that your KPIs are effective tools for driving improvement and achieving your objectives.Understand and outline your objectivesBefore setting KPIs, it’s crucial to understand your team’s objectives. These objectives could be:Reducing the number of tickets.Faster resolution.Reducing response times.Better customer acquisition.The objectives should align with your organization’s overall goals. Once you have a clear understanding of what you want to achieve, you can set KPIs that will measure your progress toward these goals.For instance, if your goal is to increase customer satisfaction, then your KPIs should reflect that, such as measuring CSAT score and the number of positive customer reviews or feedback scores.Choose relevant KPIsNot all KPIs are created equal. Some may not be relevant to your team’s objectives. Therefore, it’s important to choose KPIs that are directly related to what you want to achieve.For example, if your goal is to improve response times, a relevant KPI might be the average time your team takes to reply to a query (FRT).Monitor and adjust KPIs regularlyKPIs are not set in stone. They should be regularly reviewed and adjusted as necessary to reflect changing business goals, customer expectations, and market conditions.If a KPI is consistently being met with ease, it may be time to set a more challenging target.Conversely, if a KPI is consistently not being met, it may be time to reassess whether the target is realistic.Communicate KPIs clearlyMake sure that everyone in your customer service team understands what the KPIs are, why they are important, and how they can contribute to achieving them.This ensures that everyone is striving toward the same goals.KPIs should be specificYour KPIs should be specific and clearly defined. It should be clear what each KPI measures and how it is calculated.Avoid having too many KPIs, as it can become overwhelming and divert focus from the most important aspects of customer service.A small number of well-chosen KPIs can provide a clear picture of performance.KPIs need to be SMART: specific, measurable, achievable, relevant, and time bound. This makes it easier to track progress and achieve results.Leverage customer service KPIs for better customer supportCustomer service can be challenging, and assessing its value can be even more complex.However, understanding the performance of your support team via quantifiable data is essential for enhancing current procedures, making optimal staffing decisions, and ensuring customer satisfaction.The most practical method to acquire these insights is by evaluating customer service KPIs.Schedule a live demo to see how LIKE.TG can improve your business and track customer service KPIs. Start a free trial to explore its many features.If you have any questions about the product and its capabilities, feel free to contact the LIKE.TG support team.Related blogsImportant metrics in help desk softwareBest techniques for reducing customer service response timeEffective metrics to measure customer loyaltyEssential knowledge base metrics for enhancing self-service

Customers’ first impression of a company is hard to shake. If getting started with a new product or service is difficult and without guidance, they may decide to look elsewhere for an easier alternative.According to Precursive, 82% of enterprise organizations consider their onboarding approach “a key driver of value.” You should, therefore, set up a smooth onboarding process for teaching them how to utilize their new purchases.The onboarding process is about ensuring that new customers feel valued, guiding them through the details of your product or service, and answering questions.Customer onboarding is a crucial process that can strengthen or shatter a company’s customer relationships.In this post, will discuss the onboarding process, importance of customer onboarding and best practices for customer onboarding. What is customer onboarding?Customer onboarding is the process of taking new customers through the use of your product or service. This process assists a customer in understanding your products or services and all their features and capabilities.It encompasses the entire journey, from customers signing up to when they become fully accustomed to their purchase and are utilizing the product or service well.An effective onboarding process can prevent customer churn caused by lack of understanding of the product’s usage or its value.The customer onboarding processThe onboarding process entails familiarizing new customers with a product or service they have signed up for or purchased and guiding them to maximize its benefits. Following are some of the steps of this process.Sign up your customersThe process of signing up is an important first step in the customer onboarding strategy. It entails customers making a formal commitment to use a particular product or service.Customers can usually sign up for or purchase your products through:Your websiteCalling your customer service numberYour physical store, if applicableWelcoming customersOnce a customer has finalized a purchase or signed up for a service, it’s time to provide them with a warm and friendly welcome.This can be achieved by either welcoming the customer in person or send them a welcoming email.The welcoming email should contain:Appreciation for their patronageInformation on how to get startedContact information for questionsA warm welcome not only adds a personal touch but also helps in building a solid relationship with your customers.Product or service setupDuring this phase, a company helps its customers initiate their journey with their product or service. A company’s support or dedicated onboarding team can guide customers through:Configuring their accountsEstablishing data connectionsPersonalizing their settingsThey can also show them how to access the main features and benefits of your company’s product or service.The product instructions can be done through tutorials, videos, checklists, and documentation until and unless the customer requires more complex aid.A knowledge base with specific tips, techniques, best practices, and practical examples to enhance their product usage is a great link to provide.Make customer service more interactiveThe onboarding training can be more involved than prepared materials can cover in some cases. Also, there are always customers who run into issues.Part of the onboarding process is allowing them to ask questions and give suggestions. Live demos and support can be offered as part of your new customer service.Moreover, these interactions can be used to encourage customers to explore the company’s offerings and motivate them to uncover additional benefits and advantages that the product or service can provide.Regular check-insRoutine checking in with the customer to see their progress is a good idea in client onboarding, depending on the product. This can be done through emails.The attention makes new customers feel a company’s genuine dedication to their success. Regular check-ins track progress, build relationships, and allow feedback.They shape new customers’ perceptions of the organization.Importance of customer onboardingA good customer onboarding process is essential in every business because it:Establishes good relationships: The onboarding process is vital in building positive relationships with new customers and nurturing their loyalty to a company, as it creates a good, lasting first impression.Improves customer retention: Having a well-executed onboarding process improves customer retention, as it ensures that customers understand how to utilize your product effectively, reducing customer frustration and therefore churn.Increases customer lifetime value: Establishing a relationship foundation through customer onboarding not only engages new customers and improves trial success but also builds trust. Ultimately, this enhances customer retention and loyalty, elevating their lifetime value.Facilitates effective communication: The onboarding process offers opportunities to set up clear and efficient communication channels with your customers when they reach out to you with their queries and concerns. They’re more likely to take chances with your products if they know it’s easy to get help using them, which you prove in your onboarding.Customer onboarding best practicesThe onboarding process helps new users understand, engage with, and recognize the value of a product or service. Following are some customer onboarding best practices.Identify and define your customer onboarding goalsWhat do we want to achieve with our onboarding process? That’s the first question a company should answer before designing theirs.They should identify the objectives of the customers being introduced to the product or service and determine the onboarding’s expected outcome.Setting goals during onboarding provides a clear direction and purpose.Measure the KPIs and onboarding successAfter setting your goals, establish key performance indicators (KPIs) to track and measure the success of your onboarding process. Set up ways to collect the data you need for them.These KPIs help you assess the effectiveness of your onboarding strategies and how changes you make influence that effectiveness.Analyzing these KPIs will help in pinpointing areas needing improvement and checking whether the onboarding process is on track with its intended objectives.Create a program to promote your product or serviceThe first interaction your customers have with your product plays a pivotal role in determining their long-term engagement.Therefore, you should develop a program that motivates customers to utilize your product or service.These programs could involve a series of tutorials, webinars, or even one-on-one training sessions, depending on your product.These programs enable your customers to understand the total worth of what you’re providing and how to utilize it fully.Just make sure you don’t overwhelm your customers. Start with the basics and offer more complex feature training once that’s mastered.Gather information on the progress of your customersClearly understanding your customers’ progress with their new purchase lets you offer them appropriate support when they need it.This involves gathering or collecting data from all customer interactions, such as:Support chatsSupport ticketsForum discussionsFeedback surveysBy collecting information about your customers’ advancement in the onboarding phase, you can determine where customers are getting stuck when attempting to utilize different aspects of a product.You can then customize the onboarding materials or structure to smooth out the customer journey. You can also train your support team to anticipate these sticking points.Assign ownership of the onboarding processYou need to decide who will be responsible for overseeing all the onboarding materials and activities. This person or team will be responsible for organizing all onboarding tasks and guaranteeing a smooth operation.Choosing the right person or team is important as it establishes accountability and the careful execution of the customer onboarding strategy.Determine the onboarding methodDecide how best to conduct your onboarding process. For example, this can be done through personal training or online tutorials.The chosen method should be designed to meet the specific needs and preference of the customers being onboarded, as well as the nature of your products.Offering more than one option for learning can be beneficial if your customer base is varied.Maintain good communicationThe importance of effective communication in successfully onboarding individuals cannot be overstated.Address their questions and concerns, but also update them on new improvements and changes and how to prepare for them.Communicating with your customers about these improvements and changes fosters a sense of readiness and value to customers.If aspects of your product or service change just as a new customer is becoming familiar with how to use it, they may grow frustrated or confused.They may not see announcements on your website, so specifically sending them notifications is better.Prepare a checklist for new customersA well-structured checklist for customer onboarding aids in self-monitoring their progress through the training and ensures no step is overlooked.The checklist may include tasks like:Setting up accountsTesting featuresAttending training sessionsReviewing policies and proceduresClient onboarding templatesClient onboarding templates can streamline the onboarding process, providing a smooth transition for new clients and establishing the foundation for a successful customer relationship.Invitation email templateThis is the initial email a new client will receive from you after registering for your service or product.This email’s goal is to welcome the consumer to your business and give them all the information they need to get going.Making a good first impression is crucial, so make sure this email is approachable, educational, and supportive. For example:Customer Invitation Email TemplateDear [Customer Name], Welcome and thank you for choosing [Company Name]! We hope you will be happy about your choice.We at [Your Company Name] always strive to provide the best for our clients. We should schedule a meeting to initiate your customer onboarding process.Before we begin the session, kindly check out these resources to familiarize with your new [product or service]:[Link to your self-service portal or documentation] [Link to your customer service portal or form] [Link to your online community forum] [Link to your feedback portal]Please reply to this email to let me know which dates and times work best for you for the onboarding meeting.If you have any questions before then, feel free to reach out to our support team through [support Contact Information] for assistance. I sincerely hope you enjoy our service.Best regards, [Your Name] [Job Title].Template for a customer intake formA client intake form aids in obtaining necessary information about a new customer. The form collects the information about the customer, their specific requirements, preferences, and contact details.This template streamlines the collection process and ensures all essential information is gathered from the start.Here is an example you can use:Template for Customer Intake FormPlease fill out the following:Personal information Name: Email: Company name: Job title: Preferred contact method:Product or service information Product or service purchased: Purchase date: Reason for purchase: Goals for using our brand: Previous experience with similar products or services:Additional information How did you hear about us? Do you have any questions or concerns?Template for onboarding timelineAn onboarding timeline template is a formal schedule that outlines the key milestones and deadlines during the onboarding process.It aids in informing both the company and the new customer about the expected time-frame.This form includes the dates for the first meeting, training sessions, and evaluations.For instance:Onboarding Timeline TemplateWelcome again to [Company]! In order to make your onboarding as smooth as possible, we have compiled a list and schedule of training courses, as discussed in our email correspondence.The following is the onboarding training schedule we will follow: Day 1: Introductory meeting with product expert. • Introduction to the company policies and procedures. • Introduction to the product or service.Day 2: Product training session • In-depth exploration of product features and their usage guide.Day 3: Third training session • Evaluation of user goals and objectives. • Discussing achievable solutions to business success.Day 4: Tracking progress and feedback • Training on how to track your progress. • Feedback regarding the onboarding experience.Offer training resourcesAssist new customers in understanding your company’s products and services by sending them a link to a comprehensive repository of training resources such as in a knowledge base.These resources can include how-to guides, frequently asked questions (FAQs), and video tutorials.By ensuring easy accessibility to these resources, clients can gain confidence and become more self-reliant in utilizing the company’s products.Example templateRepository of Training ResourcesWelcome to our training resources repository!Here, you’ll find:• The [product] user guide • Video tutorials • FAQs • Webinar recordings • Support forumsTemplate for email handover to other departmentsThis email template is meant to be simple, direct, and educational. It gives the new clients an overview of the support department, outlines their responsibilities, and includes contact details.By receiving this, the client knows who to contact for concerns or queries now that the onboarding phase is concluded.To hand-over clients to other departments, you can use the following template:Template for Departmental Customer Hand-overDear [Customer Name],We sincerely hope you are satisfied with [Product]. We are dedicated to giving you the best service possible, and therefore, we would like to introduce you to our [Department Name].[Shortly outline the department’s job] is the responsibility of the [Department Name] team. They will serve as your contact for [Name the problems or queries that the department deals with].Contact the department through [Department Email Address] or [Department Contact Number].Team members will be available [Name the hours of operation for the department]. We guarantee that you will receive the best service possible from our [Department Name] staff.It’s been a pleasure serving you for your onboarding. We appreciate you selecting [Your Company’s Name]. We’re eager to provide you with better service.Best Regards, [Your Name].Offer effortless customer onboarding experienceA good customer onboarding process is crucial for customers becoming well accustomed to your product or service.With a well-executed strategy, you can enhance customer satisfaction and loyalty by facilitating a smooth transition for your new customers through their onboarding journey.Understanding the importance ourselves, we offer a streamlined customer onboarding process for LIKE.TG. LIKE.TG can also help you improve your own onboarding processes.It comes with knowledge base software that helps you easily create an organized repository for your training materials. Initiate a 15-day free trial or schedule a live demo. For additional details, reach out to LIKE.TG’s support team.Related articles7 Best Techniques to Improve Customer Experience8 Strategies to Provide Efficient Customer Service5 Best Ways to Build and Organize a Customer Support Team

Customer experience and customer service are two very common terms in business. However, many people confuse them and use them interchangeably. While they are certainly related concepts, they are not the same. They are also important concepts.Research by Zippia says that 73% of customers believe customer experience is a vital aspect of purchasing. Similarly, statistics prove that 81% of customers are likely to make another purchase after receiving outstanding customer service.Seeing how vital they are, how can you differentiate between customer service vs customer experience?In this blog, we’ll demystify the differences between these important business aspects. What is customer service?Customer service refers to any immediate support provided by a company to its customers before, during, and after they purchase a product or service.Customer service encompasses the various ways a business engages with its customers with the aim of addressing customers’ needs and ensuring a positive overall experience.What is customer experience?Customer experience (CX) is a term that defines a customer’s overall perception, emotions, and impression towards a business or brand throughout their relationship.CX is not confined to a single interaction or transaction; instead, it is an ongoing process that evolves.The customer experience journey begins when a potential customer becomes aware of a brand or business. This could be through advertisements, word-of-mouth, social media, or even an online search.The journey continues as the customer engages with the brand, which could involve browsing your website, making inquiries, and ultimately purchasing.But the customer experience doesn’t end at the point of sale. It extends to post-purchase interactions, including customer service and support, feedback solicitation, and any other communication between the business and the customer.Every touchpoint between a customer and a business shapes the customer experience. Therefore, businesses should strive to ensure positive and memorable interactions, increasing customer satisfaction, loyalty, and advocacy.Differences: customer service vs customer experienceCustomer service and customer experience focus on different areas. Here are some of the notable differences of customer experience vs customer service.Proactive and reactive approachesWhen it comes to the approach, customer service tends to be reactive in nature. This means that it kicks into action once a problem has arisen or a question has been posed by a customer.The main aim is to resolve the problem or provide an answer to the query as quickly and effectively as possible.In contrast, customer experience takes a proactive approach. This involves creating strategies and implementing measures designed to ensure customers have a positive experience at every stage of their interaction with the brand.The objective is to make the customer’s journey as seamless and enjoyable as possible.Measuring success: key metricsIn terms of measuring success, there are different key metrics involved.Customer service is typically gauged with metrics such as first-call resolution and response time, net promoter score (NPS), , and customer satisfaction (CSAT) score. These metrics are indicative of how efficiently customer queries or issues are resolved.On the other hand, customer experience is quantified using metrics like customer effort score, retention rate, churn rate, and lifetime value estimate.These metrics provide a measure of the overall satisfaction of the customer, their loyalty to the brand, and their likelihood to recommend it to others.Touchpoints: limited vs all-encompassingCustomer service and customer experience also differ in the touchpoints they include. Customer service deals with specific touchpoints where customers seek help, such as phone support and email.Conversely, customer experience encompasses the entire customer journey, from marketing and sales to product usage and post-purchase interactions.Objectives: problem solving and relationship buildingCustomer service’s primary objective is to address immediate customer issues and ensure short-term satisfaction. It is about problem-solving and providing quick fixes.In contrast, the goal of customer experience is to build long-term loyalty and advocacy. This is achieved by consistently exceeding customer expectations, providing memorable interactions, and fostering strong relationships.Similarities between customer service and customer experienceWhile customer service and customer experience cater to different aspects of customer interaction, they share several similarities.The pivotal role of bothCustomer service and customer experience both play a key role in any organization’s success, as they revolve around meeting the needs and expectations of customers.The primary purpose of both of these areas is to enhance customer satisfaction and cultivate positive relationships with customers.They both strive to ensure that customer needs are met effectively and efficiently, which in turn helps to foster customer loyalty and retention.The ultimate goalUltimately, a company’s goal is to establish and sustain strong customer relationships, which can be achieved through excellent customer service and a good overall customer experience.Customer service is a major contributing factor to the customer experience, so improving your support system also improves your customers’ overall experience with your company.Similar tools usedBoth customer service and customer experience efforts frequently employ the use of customer relationship management (CRM) systems such as help desk software and knowledge base software.These systems act as a central repository for customer data and history, ensuring consistency in customer interactions.Same skill setsProviding excellent customer service and customer experience both requires good communication skills, good knowledge of your audience, and empathetic responses to concerns.Marketing, sales, PR, and support teams all contribute to the customer experience.Knowing to whom they’re speaking, either directly or through an ad, and how to do so most effectively is what will make customers feel valued and understood.Well-trained teams can use these skills to foster a positive relationship between customers and the brand.Customer service particularsLet’s explore more details on the best strategies and benefits of providing good customer service.Strategies for delivering exceptional customer serviceCustomer service includes all the steps of providing customer support. To offer exceptional customer service, you must have strategies in place.The following are some of the strategies for delivering exceptional customer service:Provide fast responses: Prioritize quick and effective responses to customer issues as a customer service strategy. Consider implementing automated customer service features for instant and 24/7 availability. You can also prioritize a short first response time for all customers by quickly and efficiently replying to their product and service questions.Technical support: Offer efficient and expert assistance on technical issues. This includes technical issues such as bug fixing or working on complications related to virtual products or services. This is common in industries like technology and software. Any company with an online presence, though, will require technical support to keep their website running smoothly.Offer product usage assistance: Provide thorough guidance on product usage. This can be done by offering customers guidance on product use, including installation and setup.Continuous onboarding and training: Keep your customer service agents updated on product knowledge and service skills through continuous training. This ensures they can provide the best support and stay aligned with your brand’s values.Implement integrated multichannel support: Develop unified customer profiles that consolidate data from all interaction channels. This provides your agents with a complete view of the customer’s history and preferences, enhancing their ability to provide personalized service regardless of the communication channel used by the customer.Get customer feedback and implement suggestions: Regularly collect customer feedback and measure your customer satisfaction score to assess overall satisfaction. Use this data to make informed decisions and improvements for the next customer services. This strategy will also enhance your understanding of their needs, enabling you to provide more effective service.Do a post-sales follow-up: Providing ongoing support after a purchase helps you ensure that customers remain satisfied. This can also help you note concerns that your customers have, thus giving you a chance to address any additional needs that may arise.Implement self-service: Empower your customers by offering self-service options. Develop a comprehensive self-service knowledge base, enabling customers to find answers to common questions independently.Importance of exceptional customer serviceCustomer service is important to any business for multiple reasons.Increased customer lifetime value: When customers are satisfied with the services offered, they are more likely to stick around for longer, thereby increasing the total sales made from them over time.Increased customer loyalty: When customers feel valued and appreciated, they are more likely to remain loyal to the brand. Loyal customers are more likely to choose the same brand even when there are cheaper or more convenient alternatives available.Shaping brand culture: Excellent cx service showcases a company’s commitment to customer satisfaction, and a well-managed customer experience consistently delivers value, fostering an attractive reputation.Gaining competitive advantage: Companies that prioritize customer service create a unique and positive brand identity, setting them apart from competitors and thus attracting more customers.Reduced churn rate: By providing excellent customer service at each touchpoint, businesses can make their customers feel valued and satisfied, reducing the likelihood of customer churn.Customer experience particularsHere are the detailed explanations on customer experience components, best practices, and its significance.Components of a good customer experienceBrand quality: Customers expect high quality and consistent performance from brands’ products. They want the brand to deliver on its promises and maintain its standards over time.Customer interaction: Customers expect efficient, respectful, and personalized interaction from businesses. They want their issues and concerns to be addressed promptly and accurately.Customer journey: Customers expect a seamless, enjoyable experience. They want easy navigation, transparent pricing, excellent customer service, efficient post-purchase delivery, easy returns/exchanges, and effective after-sales service.Strategies for delivering an exceptional customer experienceThe customer experience (CX) not only shapes the company’s reputation but also directly impacts its bottom line. To deliver an exceptional customer experience:Offer proactive engagement: After a customer’s purchase, send a personalized message expressing gratitude and offering additional assistance. This proactive step demonstrates that you value their experience beyond the transaction. Consider using automated systems to ensure timely and consistent follow-ups.Customer relations: Focus on building and maintaining positive relationships with your customers. You can build good relationships with your customers by using tailored marketing, providing high-quality products, offering user-friendly website and store layouts, and supplying quick and empathetic customer service.Importance of the CXThe quality of the customer experience can significantly influence a company’s success. Here’s why CX aspects matter:Boosting revenue: High-quality customer experience often leads to customer loyalty and repeat business, boosting a company’s revenue. Customers are willing to pay more for a better experience, making CX support a factor in driving profits.Reducing customer churn: By providing a positive customer experience, companies can reduce customer churn. Dissatisfied customers are more likely to switch to competitors, so ensuring a high-quality customer experience can help retain customers and reduce the costs associated with customer churn.Reduced operational costs: Investing in CX service can reduce costs in the long run. It’s often more expensive to acquire new customers than to retain existing ones. By improving CX, companies can increase customer loyalty and reduce the need for costly acquisition strategies.Customer service vs customer experience: Which is more important?In conclusion, both customer service and customer experience play crucial roles in a company’s success. They shape the company’s reputation and directly impact its bottom line.One way to make a big impact on both is by integratingLIKE.TG into your cx support system. LIKE.TG is powerful help desk software that helps you understand your customers’ needs, expectations, and experiences.LIKE.TG offers a30-minute live demoto give you a peek at what its features can do for your company and to let you ask any questions you may have. Or, you can sign up for a15-day free trialto explore on your own how its features can be customized and incorporated into your workflow. Let LIKE.TG help you exceed your customers’ expectations.If you have any questions, don’t hesitate tocontact LIKE.TG’s customer service.Related articles7 Best Techniques to Improve Customer Experience8 Strategies to Provide Efficient Customer ServiceWhat is Customer Service? The Ultimate Guide

Whether you operate in the B2B or B2C sector, the key to growth and success lies in exceptional customer service. The strategies for winning over B2B clients, however, differ from those for B2C clients from a sales and marketing perspective.Business-to-business (B2B) customer service involves the management of relationships and interactions between companies.By understanding the importance of B2B customer service and implementing best practices, companies can retain business, build stronger relationships, and enhance their brand’s reputation.In this article we will discuss what B2B customer service is, difference between B2B and B2C customer service, ways to improve B2B customer service and B2B examples. What is B2B customer service?Business-to-business (B2B) involves one company selling its products or services exclusively to other companies, rather than to individual customers.B2B customer service refers to all the service interactions between a B2B company and its business customers.B2B customer service includes providing the following help throughout the customer journey:Guiding clients through product setupOffering clients both technical and human supportAnswering any questions or concerns clients haveProviding clients with the necessary self-help resourcesHelping clients through the troubleshooting process and providing solutionsB2B customer service vs B2C customer serviceBusiness to customer (B2C) is where businesses sell their goods or services directly to individual consumers.While B2B customer service is the process of assisting or providing support to other businesses that are your customers, the main goal of B2C customer service is rapidly responding and resolving individual customer’s issues and questions.Following are the differences and similarities between B2B customer service and B2C customer service.Differences between B2B customer service and B2C customer serviceB2B Customer ServiceB2C Customer ServiceProduct prices are expensive because of complexityProduct prices are lower, since once one product may be purchasedSmaller customer baseLarge customer baseCommunication is more formal and can involve stakeholders and legal teamCommunication is informal and involves agents and individual customersBrand identity is less emphasizedBrand identity is more emphasizedTakes longer for transactions to be closedTakes shorter timeframes to close transactionsRelationships are built over long periods of time and are lastingRelationships are built over a short period of timePurchasesB2B (business-to-business): In B2B customer service, the purchasing process frequently includes several stakeholders, such as a legal team responsible for contract examination and approval.The purchasing duration is extended, their financial resources are greater, and they anticipate personal customer service.B2C (business-to-consumer): The purchase procedure in business-to-consumer (B2C) customer service is usually simple, involving just one decision-maker and having a lower monetary value and shorter timeline.Customer baseThe size of the customer base and how products are utilized differ significantly between B2B and B2C customer service.B2B: Business to business customer service caters to a smaller but more diverse customer base, which often involves selling larger quantities of more expensive products.Multiple individuals in different departments within the client company may utilize the products.As a result, B2B customer service often requires managing the requirements and desires of multiple parties within the same company.B2C: On the other hand, B2C customer service focuses on serving many individual customers who have specific and immediate needs.Even if there are multiple users, such as in a family, customer service will usually deal with just one person among them.CommunicationB2B and B2C commerce each have a distinct style and approach to communication.B2B: B2B communication is more formal and ongoing, usually including formal meetings with various stakeholders and decision-makers involved in the organization’s administration.B2C: On the other hand, B2C communication is more relaxed and direct, with common customer service manners and politeness.B2C communication is generally less formal compared to B2B communication, with the goal of establishing a personal connection with consumers.DurationB2B: In B2B relationships, decision-making is usually shared by various stakeholders over an extended period of time, continuing negotiations often lasting several years. B2B transactions are relatively complex, expensive, and can take a long time.Returns from business-to-business transactions take longer to process.Lack of available products or continuous production of those products is another reason the procedure can take longer.B2C: Consumers usually have a product in mind that they intend to purchase within a relatively short timeframe of days or weeks.Transactions are speedy and even if a customer requires post-purchase support, interactions are relatively short-lived.RelationshipsB2B: In B2B customer service, relationships are created over a longer time period, and support team members interact with many individuals in the client business.This calls for a customer service strategy that can successfully connect with and meet the requirements of different individuals within the firm.However, they also interact multiple times with the same company reps, building familiarity.Support representatives for B2B relationships concentrate on growing and sustaining these relationships over long time periods.B2C: Business-to-consumer (B2C) partnerships are typically characterized by one-time purchases or subscriptions from customers.These can require monthly or yearly purchase renewals.Support teams that operate in a B2C environment interact directly with customers they don’t know most of the time, necessitating a more direct, general, and friendly approach to customer support, with a goal of building quick rapport instead of familiarity.Therefore, every interaction counts in building the customer relationship.Similarities between B2B customer service and B2C customer serviceCustomer interaction: Both B2B and B2C transactions involve real individuals during their customer interactions. Thus, fostering relationships, understanding requirements, and delivering customized service are essential in both scenarios.Customer-oriented sales procedure: Both models necessitate a sales procedure that prioritizes the customer’s needs and preferences.Excellent customer service: Outstanding client support is a requirement in both B2B and B2C models. This includes timely responses to inquiries, effective issue resolution, and assurance of customer satisfaction.Customer experience: A superior customer experience means providing a smooth, positive engagement with the company at every point of contact.Problem resolution: The emphasis is on addressing the client’s issues in both situations. This could range from a demand for a particular product in B2C to a comprehensive business solution in B2B.10 Best ways to improve your B2B customer serviceThese are some of the ways that to improve B2B customer service.Provide proactive customer serviceProviding proactive service is a powerful strategy to improve B2B customer service.This approach requires a deep understanding of customers’ needs and expectations to address potential issues before they become problems.It involves regularly communicating with your clients, monitoring their behavior, and using data to predict potential issues to ensure that your clients have a smooth and seamless experience with your business.Some of the benefits of proactive service are:Enhanced customer satisfactionIncreased customer loyaltyCompetitive advantageIncreased business efficiencyOffer personalized experiencesPersonalization and a customer-centric approach in B2B customer care aid in comprehending the requirements of each B2B client.By gathering and utilizing information about the customer’s mission, product, and long-term growth objectives, this comprehension can be improved.Customizing the customer journey not only shows a company’s dedication to fulfilling customer needs, but it also helps customers feel valued and understood.Customization can improve satisfaction and relationships in the following ways:Using the customer’s identitySending relevant emailsCreating personalized suggestionsProviding service through their preferred channel are all part of offering personalized experienceOffer multiple channels of communicationBy offering multiple channels of communication, businesses ensure that they are accessible to their customers in a way that is most convenient for them.This could be through email, a messaging app, or in-person meetings.Businesses can enhance customer loyalty and encourage repeat business by enabling customers to select their preferred communication method.Use the right toolsBusiness can implement support tools such as a ticketing system to ensure they offer prompt support and manage their workflows better.Business should consider implementing a help desk ticketing system for their B2B customer service.A help desk ticketing system automatically assigns tickets to appropriate agents or teams based on predefined rules to ensure issues are handled by the most qualified agents.Automate your B2B customer service workflowAutomating specific tasks in your customer service can enhance B2B operations.By using automated customer service, businesses can improve productivity and service by allowing their agents to focus on more complex matters while repetitive tasks are handled automatically.Additionally, automation aids:Accuracy and consistency of responsesEffective time managementFaster processing workflowData managementEstablish a clearly defined SLAImplementing service level agreements (SLAs) establishes the standards for both your clients and your service staff.They include response and resolution timeframes as well as the quality of service that customers can anticipate.Help desks can incorporate SLAs. How well your team adheres to yours can be tracked. Making the SLA easily accessible by agents helps them prioritize their work and understand their responsibilities.Your support system will run more smoothly, resulting in increased client trust and satisfaction.SLAs help with:Defining clear expectationsAccountabilityQuality assuranceIssue resolutionSatisfactionRisk mitigationGather and analyze feedbackCollecting and analyzing feedback from B2B customers reveals important insights about their opinions and feelings towards a brand’s products, services, the industry in general, and their customer experience.Analytics platforms enable companies to monitor and analyze support KPIs that are important, such the number of tickets received, the time it takes to resolve issues, and the customer satisfaction score.They can use visualizations of these KPIs to pinpoint areas in need of development.By analyzing these metrics, businesses can make data-driven decisions to enhance their service delivery and improve customer satisfaction.Provide multilingual customer supportIn an increasingly globalized world, businesses are not limited by geographic boundaries. As such, it’s essential to cater to a diverse clientele who may not necessarily speak the same language.Therefore, businesses should provide multilingual customer support to ensure that they can effectively communicate with all their clients, regardless of their native language.This not only improves the quality of service, but also enhances the clients’ experience, leading to higher satisfaction.Provide self-service optionsOffer self-help tools such as a knowledge base in business to business customer service. It’s best to equip customers with the necessary information to independently address common issues.A knowledge base is a centralized repository of information about your products and services that is available 24/7.A well-structured knowledge base typically includes the following components:Frequently asked questions (FAQs): This section addresses common queries about your products or services. It serves as a quick reference for people looking for answers right away.How-to guides: Detailed instructions that explain how to use your product or service are provided in guides. These could be user manuals, how-to articles, or step-by-step instructions.Tutorials: Tutorials give consumers practical learning opportunities. These are usually videos that walk users through actions or procedures.A self-service option lets customers answer simple questions on their own. This reduces your support team’s workload, allowing them to focus on more complex issues.Furthermore, it provides clients with immediate solutions, reducing waiting time and improving their overall experience.Train your support teamYou need a support staff that has received proper training to deliver excellent customer service.Frequent training guarantees that your staff knows your products and can properly address client inquiries.Ensure your support staff members are educated on your offerings and polite interactions.They must be competent in responding to all client inquiries and offering precise answers.B2B customer service examplesThese are some business-to-business model examples.LIKE.TGLIKE.TG is a B2B product. It is a contemporary help desk ticketing system that runs in the cloud and supports a variety of customer support tasks.Businesses can use it to streamline support requests, work with clients and associates, automate redundant tasks, and enhance the client experience.Features provided by LIKE.TG:Effective email ticketing systemKnowledge base softwareTicketing softwareWorkflow automationCustomization choicesTask managementReports and analyticsNetflixNetflix is well-known for their exceptional B2B customer service as a top streaming platform. They cater to various industries, including airlines and hotels.The customer support team at Netflix handles diverse concerns, from inquiries about billing to problems with technology.They are available 24/7, aiding businesses whenever required. Additionally, Netflix maintains a comprehensive support center on their website, providing resources and guidance.AmazonAmazon (AWS) offers a wide range of global cloud-based products to businesses. These products include storage, databases, analytics, networking, mobile, developer tools, management tools, security, and enterprise applications.Additionally, AWS provides several support services for its B2B customers. This includes sales support for sales requests or speaking with a sales associate and technical support for any service-related technical issues.Compliance support is offered for customers who require assistance with AWS compliance.Furthermore, account support is available for any inquiries related to accounts and billing, and subscriber support services are provided beyond the Basic Support Plan.AWS also offers resources for troubleshooting sign-in issues and FAQs for unexpected charges and billing inquiries regarding the Free Usage Tier.Make your B2B customer service effective today!B2B customer service is an essential part of every flourishing company that supplies products to other companies.By putting a high priority on customer service, fostering strong client connections, and offering efficient problem solving, companies may win over their customers’ trust and succeed in the long run.Try LIKE.TG as the help desk software that offers all the essential features you need to facilitate seamless interactions with your clients. Check out theLIKE.TG free trialor book alive demo. Feel free to contact theLIKE.TG support teamin case of any questions.Related articlesMost Essential Customer Service Skills7 Best Techniques to Improve Customer Experience10 Effective Ways to Boost Your Customer Service Security

The common business saying “the customer is always right” or “the customer comes first” is often repeated for good reason.The success of a business depends on its customers. Without them, sales and revenue would cease to exist, leading to the potential closure of a company.However, organizations often face different challenges when it comes to being customer-focused, particularly when their own needs take precedence over their customers’ needs.If not properly addressed, this can negatively impact a brand’s reputation. The solution to putting your customers’ wants and needs first is adopting a strong customer orientation strategy.A customer-oriented culture presents an opportunity for businesses to gain a competitive advantage by excelling in prioritizing customers’ expectations.Focusing on clients ensures they have the best experience, succeed, and build stronger relationships with your business. What is customer orientation?Customer orientation refers to an approach where organizations prioritize meeting the needs, concerns, and expectations of their customers over their own business needs, interests, and preferences.It involves adopting strategies and practices that revolve around understanding and satisfying customer demands and preferences.Customer orientation not only involves ensuring customer satisfaction with purchases, but it also emphasizes the establishment of lasting relationships.Additionally, by aligning your business objectives with the goals of your customers and focusing on their needs and desires, you can enhance their satisfaction, loyalty, and lead to sustainable business success.How to implementa customer-orientedcultureA well-defined action plan is essential for creating a customer-oriented culture. Here are some of the best tips to help you become a customer-oriented business.1. Understand your customers betterPrioritizing your customer’s needs can significantly enhance your business’s service delivery.This is because by putting your customers’ needs first, you can better understand their wants, interests, and pain points.A Salesforce study cited by Harvard Business School shows that 66% of customers believe that companies will meet their needs and expectationsTo understand your target users and create ideal buyer personas, you should collect feedback and get insights on their social practices, demographic data, thoughts, needs, interests, goals, and more.This will go a long way in ensuring you offer the best customer experience and deliver precisely what these clients expect from your products or services, rather than working with assumptions.2. Set customer-oriented standardsEstablishing benchmarks for the level of service you aim to provide to your customers is a crucial stage in enhancing your customer-oriented approach.By evaluating customer feedback from different channels, you can adjust your service to align with customer requirements and expectations.This allows your team to self-assess their performance and customer service skills and identify areas for improvement.By setting these standards and providing methods for evaluation, you pave the way for success for both your team and your customers.3. Show empathy during customer interactionsEmpathy in a customer service orientation is crucial, as it helps in understanding a customer’s emotions and mindset.This involves actively listening to feedback and conversations, investigating customer complaints while putting yourself in the customers’ shoes, and demonstrating patience when interacting with them.Employing empathy ensures customers get effective assistance with any challenges they may encounter since support agents easily resonate with them.4. Collect feedback and follow up with your customers regularlyEvery individual is exceptional and possesses distinct desires and needs, and this extends to your clients.As customer requirements are constantly changing, it is crucial to gather feedback from customers at each touch point, follow up with them regularly, and respond to them on time.This can be done through:Communicating with your customers and understanding their needs and thoughts.Proactively seeking out responses from them regularly after any interactions.Demonstrating that you value their viewpoints by seeking feedback.In customer service, promptly address any concerns to demonstrate a customer-oriented mindset. Encourage customers to express their ideas outside of the typical feedback loop.This can be done through:EmailCommunity forumsSurveysOne-on-one conversationsSocial media comments5. Deliver outstanding experiences for clientsProviding exceptional customer experiences should be a key goal for businesses to establish and good relationships with customers.There are different customer-oriented ways to enhance your customers’ experience. They include:Engaging them on social media platforms and responding to all their comments.Providing all necessary and important information about the company and its brands.Encouraging clients to freely share their concerns, opinions, and suggestions.Making customer-oriented improvements and updates to products or services to suit the client’s needs.6. Offer personalized experiences to customersPersonalized strategies and approaches are essential for a customer-oriented culture. This is where customization features come in handy.By tailoring products, services, and interactions to meet the unique requirements of each customer, organizations can foster a sense of importance and value for the customer.For instance:Address clients by their specific namesSend personalized offers and loyalty programs to individual clientsSend brand recommendations to clients based on their preferencesTailor and recommend content for each customerThis personalized approach not only builds strong customer relationships, but also promotes loyalty and satisfaction, leading to increased customer retention and positive word-of-mouth referrals.7. Make it easy for customers to reach youDifferent customers prefer using different communication channels to contact you for assistance or inquiries. Therefore, businesses should incorporate multiple communication channels that include:EmailCommunity forumsInstagramSocial mediaA knowledge baseAdditionally, make your contact details readily available to your customers on your company website, in marketing articles, and on social media platforms.8. Employ the right support team and empower themHiring customer-oriented individuals is essential in ensuring that customers’ needs and expectations are prioritized when providing customer service.Look for individuals who are empathetic, engaged, and happy to interact with customers.Your customer support team represents your clients, so they need to be able to communicate their wants and needs effectively.They should provide valuable insights during meetings about customer service improvements and updates.It’s important for them to understand a company’s objectives and the expectations of putting customers first.This can be achieved by empowering them through comprehensive training on customer orientation. Continuously reinforcing these concepts will ensure consistent top-notch service.Importance of customer orientationPutting your customers at the forefront has many advantages for both the customer and the business. These benefits include:Retaining customersPrioritizing the needs of customers often results in their increased loyalty, leading them to overlook other brands.Focusing on customer needs can also result in valuable feedback, improving products, building strong relationships and services.Implementing a customer-oriented approach can effectively curb growing customer attrition rates and fortify your customer base.Increasing brand reputationA company that prioritizes its customers is likely to cultivate a positive brand image in the market.Businesses that demonstrate a strong understanding of customer needs are often trusted and deemed reliable, attracting more customers and potential business partners.Satisfied customers often leave positive comments, reviews and recommendations on different social media platforms and praises through word of mouth.These affirmations are likely to be seen or heard by random end-users who will then be attracted by the positive brand reputation.Competitive advantageCustomer orientation is an essential factor that contributes significantly to gaining a competitive advantage in the business realm.By placing the customer at the forefront of strategic decision-making processes, organizations can align their products, services, and overall business operations to meet the ever-evolving needs and preferences of their target market.This approach involves actively listening to customer feedback, conducting thorough market research, and continuously adapting and improving offerings to ensure maximum customer satisfaction.By prioritizing customer orientation, businesses can enhance customer loyalty, attract new customers, and ultimately outperform their competitors in the marketplace.Enhanced customer satisfactionCompanies that prioritize understanding and meeting their customers’ expectations and needs improve customer satisfaction.Adopting a customer-centric culture and tracking customer satisfaction provides valuable data for process improvement.Moreover, when customers are pleased and feel valued by your products or services, they become more loyal to your company.Boosting customer loyaltyThe implementation of a customer-oriented approach plays a pivotal role in enhancing customer loyalty, as it prioritizes meeting the specific needs and preferences of customers.By adopting a customer-centric mindset, businesses can effectively build strong relationships with their clientele, fostering trust and satisfaction.This customer-oriented strategy not only ensures that products and services align with customer expectations, but it also enables businesses to provide personalized experiences, ultimately leading to increased customer loyalty and retention.Better sales conversionsThe advantages of improved sales conversions concerning customer orientation can be elucidated more formally.Enhancing sales conversions has a direct positive impact on customer orientation, as it allows businesses to better understand the needs and preferences of their customers.By effectively converting potential leads into paying customers, companies can establish stronger relationships with their clientele, leading to increased customer satisfaction and loyalty.This, in turn, can result in higher sales volumes, improved brand reputation, and ultimately, long-term business success.Customer orientation examplesHere are some examples of companies that have incorporated customer orientation into their business workflow.AppleApple is a company that fully understands customer requirements and customizes its products to meet them before they are even articulated.However, Apple’s specialty lies in creating a unified ecosystem that ensures a smooth experience for its customers.Employees strive to accurately determine what customers need during their purchase discussions. This understanding enables employees to recommend the most appropriate device for customers’ needs.AmazonMost of us consider Amazon to be our ultimate shopping destination due to its vast range of products and outstanding customer service.As a customer-oriented company, Amazon utilizes advanced technology on its website to track browsing data based on prior purchases and searches, going to extraordinary lengths to ensure customer satisfaction.Customers are pleased when Amazon provides quick shipping that delivers products within one or two days. Amazon’s approach to customer service has made it a consumer favorite.By recognizing and exceeding customer needs, the company has built a strong and loyal customer base.Harley DavidsonIf customer orientation is your priority, you should choose Harley Davidson. The company understands the significance of being customer-centric, particularly to maintain its prestigious position in the motorcycle industry.Harley Davidson’s commitment to prioritizing customers is evident in its rigorous interview process.Candidates aspiring to join Harley Davidson are required to demonstrate their knowledge, experience, and general understanding of the mechanics of motorcycles.Those hired by the company are individuals who are not only familiar with the products they sell, but can also articulate their value to potential customers.This approach ensures a memorable and rewarding experience for their customers.REIREI exemplifies customer orientation in the crowded outdoor equipment market.They manage to distinguish themselves through proactive customer engagement and understanding customer preferences.This was evident in 2015 when REI shut down all its outlets on Black Friday, one of the most bustling and lucrative days of the year.This unconventional move indicated the company’s deep understanding of its clientele. REI customers tend to be more passionate about the experiences the company offers, rather than just the products.This is demonstrated by the millions of people who engage with the #OptOutside campaign every year and relate strongly to the marketing that supports it.Despite what many organizations might consider to be a risky approach, REI has seen consistent growth in both membership and revenue.This shows that being customer-oriented can indeed yield positive results.LIKE.TGLIKE.TG embodies customer orientation in its core values and operations. It consistently prioritizes customer needs and satisfaction.Through market research and analysis, LIKE.TG tailors its products and services to meet customer requirements, enhancing overall satisfaction.The company invests in training employees through manuals, webinars, learning hubs, and a knowledge base to provide personalized and professional assistance, fostering trust and loyalty.LIKE.TG involves customers in product development, aligning solutions with their specific requirements. It actively seeks feedback and continuously improves its offerings to deliver the highest level of customer satisfaction.LIKE.TG is a trusted and respected brand that leads the industry.NetflixNetflix is a popular platform known for addressing customer needs and cultivating a fan base using a mix of quantitative and qualitative strategies.Over time, Netflix has utilized this customer-focused approach to:Decrease DVD shipping times by establishing more distribution centers.Engage with their customers in a congenial manner through their user interface.Improve the quality of show and movie recommendations made to customers.Prioritizing your customers through the application of customer centricity contributes to superior customer service and enhances customer satisfaction.Implement customer orientation in your business now!Focusing on customer orientation is essential for establishing trust, loyalty, and a solid brand reputation.Customer orientation strategies aid in forming enduring relationships with customers and reduces the costs associated with customer retention and acquisition.By putting your customers’ needs first, providing outstanding service, and constantly adjusting to their evolving expectations, you foster business growth.By adhering to the principles discussed in this guide, you can start transforming your business into a customer-oriented organization that flourishes in the competitive market.Schedule alive demoto see howLIKE.TGcan help your agents and supervisor to prioritize customer needs .Start afree trialto explore its many features. If you have any questions about the product and its capabilities. Or feel free to contact theLIKE.TG support team.Related articlesHow to Set Smart Customer Service Goals in 2023What is Customer Focus? – Definition, Best Strategies, and Examples9 Effective Customer Experience Optimization Strategies

Customer retention has become a significant focus for many businesses. Brands are not just working to attract new customers but to keep current ones.While optimizing the customer experience is undoubtedly vital, it might not be sufficient to establish long-lasting relationships with customers.You need to go above the norm and provide additional incentives or motivation to ensure clients remain loyal to your brand. This is where customer loyalty programs come into play.A 2021 report on customer advocacy by Mention Me, a referral marketing platform, found that brands that reward loyalty are likely to see a repeat purchase from 40% of their customers.This is made possible through customer loyalty programs, which are business initiatives that reward customers for frequent purchases or interactions with a brand.Read on to understand customer loyalty programs, the value they offer businesses, and the best practices you should adopt to ensure your loyalty programs are successful. What are customer loyalty programs?A customer loyalty program is a strategic marketing approach that recognizes and rewards loyal customers and encourages them to continue purchasing or engaging with a brand.Rewards can be gifts, discounts, points, or other exclusive benefits to customers that increase in value or frequency the more they buy.Customer loyalty programs not only aim to enhance customer retention and growth, but also to transform regular customers into brand promoters.Types of customer loyalty programs vary based on the goals businesses seek to achieve. They may include refer-a-friend schemes, reward points systems, or insider perks such as early access to new products.5 types of customer loyalty programs for small businesses with examplesGrowing businesses can employ various types of loyalty programs to keep their customers hooked.Let’s explore five types of loyalty programs with examples from brands that have utilized them successfully.1. Loyalty points programsLoyalty points programs are one of the most popular types of customer loyalty programs for businesses.Customers earn points whenever they buy from your brand, and they can redeem these points for credit on their next purchase, discounted services, or giveaways.They can also earn points through other ways, such as:Sharing a product link with friendsLeaving product reviewsAttending events organized by the businessesDownloading the business’s appCase studyThe North Face uses a points program known as XPLR Pass to reward its customers.Customers accumulate a point for every dollar they spend at the store and additional points for downloading the North Face app, checking in at North Face stores, referring others to join XPLR Pass, checking in at US National Parks and National Monuments, and more.Customers can join the loyalty program to enjoy:A 10% discount for their first online orderA 10% discount for their birthdayGroup hikes with other program membersEarly access to limited-edition productsHow can you use this kind of loyalty program in your business?Sponsoring hiking adventures may be a tall order for small businesses.The key takeaway is to understand your customers thoroughly and design a loyalty program specifically aimed at strengthening your relationship with them.2. Mission-driven loyalty programsNot all rewards programs are centered on offering discounts or rewards to customers.A mission-based customer loyalty program, also called a value-based loyalty program, is one wherein the business donates a percentage of its profit to a charity or organization.This is an approach that aligns with customer values and gives customers the feeling that every purchase they make is a contribution to efforts aimed at positively impacting the world.Case studyThe video conferencing platform Whereby introduced a mission-driven program in 2021 that sought to give back to nature, “the thing that inspires [Whereby] on the daily.”The brilliant program aimed to plant a tree for every three meetings that happened on the platform. Whereby partnered with Brynk, an organization dedicated to planting trees, and successfully planted one million trees across Africa.How can you use this kind of loyalty program in your business? Identify a charity, non-profit organization, or cause to which customers can contribute by purchasing any of your products.This will attract new customers to your business, encourage existing customers to use or purchase your products more, and make everyone feel like they’re doing good in the process.Businesses that are just starting out might not have the capacity to carry out large-scale missions.Therefore, it is advisable to collaborate with charitable organizations whose missions align with the values of your business and your customers to make such a program more impactful.3. Refer-a-friend loyalty programsCustomer referral programs give customers exclusive discounts or special offers for referring their friends, colleagues, or family to the company.These programs provide existing customers with a unique referral code or link that their friends can use when making a purchase or signing up for a service.The referees can subsequently qualify for a similar discount when they refer others through the program. It’s a win-win situation: the business gains new customers, and existing customers receive a reward for their referral.Case studyDropbox successfully implemented a refer-a-friend loyalty program in which users who referred a friend were awarded an additional 500 MB of storage space.Simultaneously, each person who accepted an invitation and registered via the referral program was also given 500 MB of free storage.Users could repeat this process up to 32 times, potentially gaining a maximum of 16 GB of extra free storage. This program led to a 3900% surge in users in only 15 months.How can you use this type of loyalty program in your business?You wouldn’t think Dropbox, a cloud storage giant, would have trouble acquiring new customers.However, all businesses, even those with a well-established online presence, are at the mercy of customer acquisition expenses.Implement an effective referral program to cut customer acquisition costs and witness an increase in clients.4. Subscription programsA subscription program, also called a paid loyalty program, involves customers paying a regular subscription fee in exchange for exclusive perks, discounts, or access to premium products or services—benefits that are otherwise unavailable to non-subscribers.Case studyAmazon runs one of the most popular subscription-based customer loyalty programs: Amazon Prime.For an annual or monthly subscription fee, members receive numerous benefits, such as:Free two-day expedited shipping on millions of items on AmazonAccess to thousands of movies and TV shows via Prime VideoUnlimited reading on any device via Prime ReadingAccess to ad-free music streaming via Prime MusicExclusive deals, especially during Amazon’s annual Prime DayThe loyalty program has been hugely successful, withPrime members spending twice as muchas non-Prime members.How can you use this type of loyalty program in your business?Analyze your market to find the most pressing needs of customers and include the solution as an immediate benefit for users when they subscribe to your program.Jeff Bezos, the founder of Amazon, realized that building the bestpremium loyaltyprogram would require listening to customers.He first addressed customers’ biggest pain point, shipping costs, and subsequently added more benefits to the loyalty program.5. Community programsCommunity programs do not offer customers rewards like discounts or special offers. Instead, they bring together like-minded customers and offer them a chance to:Engage with each other.Learn more about the company and its offerings.Ask questions and seek solutions.Share experiences.Exchange ideas on how to best utilize products.Test products before they are officially released.Case studyIn addition to a typical loyalty points program, beauty product retailer Sephora also has an online community known as the Beauty Insider Community.The Community provides a platform where any rewards program member can meet and engage, ask questions, exchange beauty tips, share pictures, and participate in challenges to earn badges.How can you use this type of loyalty program in your business?Implement a community program that brings customers with similar interests together to build their confidence in your brand.This will allow you to:Easily collect valuable feedback on your offerings.Receive recommendations on where to improve.Give customers a sense of belonging.6. Affiliate programsCustomer affiliate programs involve working with loyal customers for mutual benefit. These programs offer loyal customers an opportunity to contribute to the growth of the business and earn something by doing it.The best way to set up and monitor these types of incentive programs is with an affiliate marketing software. You will have full control over how you want to celebrate and honor both customers and their referral. In addition, you can have real-time analytics to make data-driven decisions.For example: If you have a lot of customers who opt-in your program but can’t see a proportionally increase in sales, you might need to raise your incentives. This could be more cut for the loyal customers and/or bonus free shipping, discount, coupon code for the referrals!They aren’t loyalty programs per se, but it’s a great way to use the loyalty you establish to your advantage and reward advocacy for some of your loyal customers.Case studyLIKE.TG offers an affiliate program that rewards customers for being brand advocates.Customers involved in social media can share their loyalty to LIKE.TG with their followers through a link.These customers-turned-affiliates can earn commissions as they promote theirtrusted and reliable help desk software.The programoffers:A dedicated affiliate manager that provides guidance throughout the program.Instant access with apersonalized referral link and all the tools affiliates need.A 30% commissionfor 12 months on each sale of BoldDesk.A 90-day cookie period within which affiliates are rewarded if their links turn into sales.How can you use this kind of program in your business? Loyal customers are often willing to contribute to the growth of a brand they love.Some of them are social media or YouTube influencers who can reach an established audience that might be interested in your products.Offer them a chance to play a role in your business’s growth by introducing new customers and acknowledging affiliates’ contributions with rewards like commissions, free products, or discounts.This is smart marketing, as you only pay if the affiliate succeeds.How to create a customer loyalty programCustomer loyalty doesn’t happen overnight. It requires maintaining consistency in the services and products that your customers love, and thorough planning and implementation of customer loyalty programs.Let’s discuss how to create an effective customer loyalty program for your business.Set clear goals for your loyalty programThe initial stage of developing a successful customer loyalty program involves identifying your desired outcomes. Establish goals and objectives based on the kind of results you’re after.Are you aiming to encourage recurring purchases, attract new clients, or is it about giving back to your customers and the community?Clarifying what you really want will assist in determining the appropriate type of loyalty program to implement.Know your customers betterBefore implementing a loyalty program, make sure you have a thorough understanding of your customers.Examine their buying habits, preferences, and what motivates them. The more you understand them, the more likely you’ll be able to create a program that appeals to them.Offer attractive, personalized rewardsOffer rewards that are attractive enough to maintain customer interest and promote repeat purchases and engagement.It’s also a good idea to personalize rewards or experiences to suit individual customer preferences. For example, you could provide birthday gifts branded with the names of your customers.This can make them feel special and valued.Keep the program simpleEnsure your program is user-friendly and easy to comprehend, as any complexities may cause customers to lose interest. Clearly explain how customers participate and benefit.Additionally, rewards should be easy to earn and redeem to motivate customers to keep buying.Leverage technologyUse technology to make your program easy to execute and monitor.For example, you could deploy customer loyalty program software to track user engagement or offer a mobile app where customers can track their points and redeem rewards.Communicate effectively and promote the programKeep in touch with your customers and let them know about any new or upcoming loyalty programs, rewards, or program updates.Once the program has been launched, make sure you advertise it widely to let your customers know about it.You can strategically communicate the benefits of the program through various channels to maximize customer awareness.You can promote the program via:Banners in your physical store.Pop-ups on your website.Text messages or email campaigns.Social media hashtags.Regularly evaluate and improve the programFinally, regularly evaluate the effectiveness of your loyalty program and make any necessary improvements.You can send surveys to customers to get their feedback or analyze program data to see which rewards are most popular.Benefits of customer loyalty programsThe following are the benefits of customer loyalty programs:Establishes strong customer relationshipsLoyalty programs foster a sense of belonging and appreciation among customers. They provide rewards or benefits that:Make customers feel valued.Encourage their continued patronage.Strengthen their emotional connection to the brand.Loyalty programs can also be utilized to tailor offers and communications that resonate with customer preferences, further strengthening customer relations.Boosts revenue and saves costsCustomer loyalty programs incentivize repeat business, encouraging customers to make more frequent purchases and potentially spend more during each transaction.After all, members of customer loyalty programs typically spend 12% to 18% more than other customers.This steady flow of repeat customers provides a reliable source of revenue and can also lead to word-of-mouth referrals, attracting new customers and further increasing sales.Additionally, maintaining existing customers is typically more cost-efficient than acquiring new ones.This is due to the ability of businesses to capitalize on existing relationships, eliminating the need for aggressive marketing and advertising campaigns to attract new clientele.Generates valuable insightsData collected from loyalty programs can provide businesses with valuable insight into customer behavior, enabling them to tailor their products, services, and marketing strategies to better meet customer needs and maximize profits.Improves customer retention and reduces churnCustomer loyalty programs encourage customers to continue purchasing from your brand, creating a sense of loyalty, and reducing the likelihood of them switching to a competitor.Effective loyalty programs often lead to reduced customer churn rates.Improves brand advocacyLoyalty programs aid in shaping a favorable customer perception of your brand. Since these programs make customers feel appreciated and valued, they are more likely to become brand ambassadors.The sustained interaction that these loyalty plans encourage also strengthens brand awareness and trust.Offers a competitive advantageA loyalty program gives customers the impression that they could save money by choosing your brand over others.Businesses can take advantage of this impression by offering attractive rewards compared to their competitors to appeal to customers who want to save money.Reward your customers with high-impact customer loyalty programsAs we’ve seen, customer loyalty programs offer a compelling way for businesses to not only prove that they value their customers but also increase revenue and cultivate a mutually beneficial relationship.Remember, at the core of every successful loyalty program is a keen understanding of the customer’s needs and preferences. Adopt the best practices we’ve discussed to create an effective loyalty program that truly appeals to your customers.LIKE.TG helps businesses run effective loyalty programs by providing tools for efficient workflows.Don’t just take our word for it.Contact usto schedule alive demoto experience firsthand how LIKE.TG’s capabilities can help you get started with your program. Or, start afree trialto get instant access today.Recommended reads9 Effective Metrics to Measure Customer LoyaltySaaS Affiliate Programs: Benefits and Best Practices for Affiliates11 Effective Customer Engagement Strategies for Long-Term Business Success

Looking for the best SaaS deals and offers to revolutionize and elevate your business for an affordable price? Look no further, we’ve got you covered!In 2024, the Black Friday falls on November 29. Get ready to unlock extraordinary savings and opportunities by snagging fantastic SaaS software at unbeatable prices during Black Friday and Cyber Monday.Honestly, the deals couldn’t get any better than this!We’ve carefully compiled a selection of the best Black Friday SaaS deals across various industries and markets to ensure that you can find the best solutions for your business.The clock is ticking, so what are you waiting for? Fill your cart with these incredible Black Friday SaaS offers before they’re gone. Happy shopping!PS:Fill out this form with your information to have your product added to this list. You will receive an email as soon as it is added. 1. LIKE.TGLIKE.TG is cloud-based customer service software of a wide range of customer support activities. 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Have you ever been appreciated? If yes, what was the feeling? I guess you had the best experience with the appreciation.Customer appreciation gives customers the same feeling.Just to note, customers are not just numbers or sales figures to companies; they are the heartbeat of every business, the reason every business strives for innovation, and the driving force behind every business’s commitment to excellence.Since customers are of such importance, customer appreciation is crucial. This is because customer appreciation is not merely a strategy but a mindset that permeates every aspect of a business.By showing customers that they are valued and appreciated, businesses can build strong, lasting relationships that benefit both the customer and the business itself.Do you know how to appreciate your customers? If not, your quest ends here.In this article, we’ll explain everything on customer appreciation, its importance, and some appreciation ideas and phrases. What is customer appreciation?Customer appreciation refers to the strategies, methods, and actions a company takes to show gratitude towards its customers.This can be done through various activities such as offering special promotions, gifts, discounts, personalized messages, or exclusive events in customer service.The aim of customer appreciation is to express gratitude to customers, strengthen the relationship with them, enhance brand image, and encourage repeat business.Customer appreciation goes beyond just saying thank you. It involves demonstrating a genuine interest in a customer’s well-being and showing them that you cherish all the moments with them.The best customer appreciation ideasThe following are some of the customer appreciation ideas.1. Offer exclusive discountsOne way to show appreciation to your loyal customers is by offering them exclusive discounts, sales, or promotions. This not only shows your gratitude for their continued support but also incentivizes them to continue supporting your business.2. Organize special events or annual gatheringsA creative way to express your gratitude to your customers is by organizing special events or annual gatherings specifically to appreciate their support in your business. Such events can give your customers an interactive atmosphere and serve as a networking opportunity.This helps build a stronger sense of community among your clientele.3. Offer loyalty programsA loyalty program that gives customers points or rewards for their purchases is an effective way to show your appreciation. This customer appreciation strategy not only shows your gratitude but also encourages repeat business and fosters customer loyalty.4. Feature customers on social mediaWith their permission, featuring customers on your business’s social media pages can make them feel special and valued. It also provides social proof, which can attract new customers.5. Offer free trials and customer appreciation giftsOffering free trials for new products to your loyal customers can be a surprise gesture that makes them feel appreciated. It’s also a great way to introduce your customers to your latest feature updates and new releases, potentially increasing your sales.6. Offer proactive customer serviceProviding proactive customer service can significantly affect how your customers perceive your brand. By promptly addressing their concerns and going the extra mile to ensure their satisfaction, customers feel valued.This can lead to positive reviews and word-of-mouth referrals.7. Send personalized thank-you notesTo add a personal touch to your customer service, consider sending handwritten thank-you notes to your customers. This small gesture can demonstrate your appreciation and show customers that you truly value their business.It can also make your brand more memorable and personal in the minds of your customers.8. Birthday/anniversary discountsCelebrate your customers’ special days, like birthdays or anniversaries, by sending out special discounts or small gifts. This personal approach can make your customers feel cared for and appreciated.9. Conduct customer surveys and communicate changesConducting customer surveys and communicating the changes you’ve made according to customers’ suggestions can show your customers that their opinions matter to you and you value them. This builds a good rapport with your customers, as it fosters customer loyalty.10. Send personalized emailsSending personalized emails that highlight customer preferences, or offering recommendations based on their purchase history, can make your customers feel valued. It also provides a more personalized shopping experience.11. Involvement in community forumsShowing involvement in your business community forum by replying to customers’ views and promising to work on their suggestions can show customers that you care about their well-being.This can help build a positive image for your brand and strengthen your relationship with customers.12. Collaborations and partnershipsCollaborating with other local businesses to offer exclusive deals or packages can provide unique value to your customers. It also fosters a sense of community and can attract new customers.13. Product/service upgradesOffering free upgrades to your loyal customers can show them that their loyalty is appreciated. It can also introduce them to higher-tier products or services, potentially increasing their value as customers.14. Implement referral programsImplementing a referral program where customers get discounts or freebies for referring new customers can incentivize customer loyalty and encourage word-of-mouth marketing.15. Offer customized and customizable productsIf applicable, offer customized products to your customers based on their requirements, and give them the chance for logos and brand customization. By doing this, you show that you value their individuality.This can help differentiate your brand and provide a unique selling point.Customer appreciation phrasesHere is a breakdown of some of customer appreciation quotes.Appreciating customers for their supportYou can use the following phrases to thank customers for supporting your business.Examples of support appreciation phrasesOur success story is incomplete without your unwavering support. Thank you for choosing us.Your support means the world to us. Thank you for being an incredible part of our journey.Your support has been the key ingredient in our success. Thank you for being our valued customer.We appreciate your continued support. You’re not just our customer but a part of our growing family.Acknowledging and appreciating customer satisfactionUse the expressions below to let your clients know how much you value your customer satisfaction and acknowledge it.Examples of customer satisfaction acknowledgement phrasesYour satisfaction is our number one priority. Thank you for giving us the opportunity to serve you.Thank you for being our valued customer. We’re grateful for the pleasure of serving you.Your feedback and satisfaction are the measures of our success. Thank you for choosing us.Your satisfaction is our motivation. We appreciate your continued patronage.Appreciating customers for their trustTry using the following quotes to express gratitude to your clients for trusting your service.Examples of customer trust appreciation phrasesYour trust in us is our most precious asset. We can’t thank you enough!We’re grateful for the trust you’ve placed in us. Thank you for being our valued customer.We don’t just appreciate your business. We appreciate your trust in us. Thank you for being our loyal customer.We don’t take your trust for granted. Thank you for believing in us.Commitment to serviceThe following are quotes to use showing your customers that you are happy to serve them.Examples of commitment to service phrasesWe are so thankful for the privilege to serve you. Our commitment to providing you with the best service remains.We are what we are because of you. Thank you for giving us the chance to do what we love.We appreciate your trust and will do our best to continue giving you the kind of service you deserve.One of our true joys is serving customers like you. Thank you for your unwavering support and loyalty.Acknowledgment of customer loyaltyMake use of the phrases below to show gratitude to clients for their continued patronage to your business.Example of customer loyalty acknowledgment phrasesYour loyalty fuels our passion. Thank you for choosing us again and again.Your loyalty means the world to us. We couldn’t have done it without you. Thank you!Thank you for making us your first choice. Your continued patronage is a critical part of our growth.Your continued business with us inspires us to do better. Thank you for your loyalty.Valuing customer feedbackThe following are phrases used to show customers that you value their feedback.Example of valuing customer feedback phrasesYour feedback is the compass guiding our growth. Thank you for helping us improve.We are because you are. Your feedback is invaluable to our business. Thank you.Your thoughts and opinions matter to us. Thank you for your valuable feedback.Thank you for shining a light on our path with your valuable input.Celebration of milestonesBy using the following expressions, you can let your clients know that you’ve reached a goal and that you appreciate their help in getting you that far.Examples of milestones celebration phrasesThank you for being an integral part of our journey towards success. We couldn’t have done it without you.We are celebrating our success because of you. Thank you for being there every step of the way.Thank you for helping us reach new heights. You are more than just a customer. You’re part of our success story.We’ve achieved another milestone thanks to your unwavering support. We can’t thank you enough.Affirmation of qualityTo thank customer for recognizing your work input, use the quotes that follow.Examples of affirmation of quality phrasesWe strive to deliver the best. Thank you for recognizing our efforts.Thank you for recognizing our dedication to quality. You make us strive to be better every day!Quality is not an act but a habit for us. Thank you for acknowledging our efforts.Your appreciation for our brand’s quality fuels our passion. Thank you for your continued trust and support!Encouragement for continued partnershipYou can use any of the expressions listed below to express gratitude to your clients for their ongoing support of your company.Examples of encouragement for continued partnership phrasesTogether, we’ve achieved great things. We look forward to accomplishing even more with you. Thank you.We value our partnership and look forward to a successful future together. Thank you.Our journey together has been great. We look forward to continuing this successful partnership. Thank you.We’ve come a long way together and are excited about the journey ahead. Thank you for your support.Appreciation for referralsYou may express gratitude to clients with these expressions below for referring others and serving as the best brand ambassadors.Examples of customer referral appreciation quotesThank you for recommending our business. Your trust and support mean the world to us.We appreciate your referrals. Thank you for spreading the word about our services.Your referrals have been instrumental in our growth. Thank you for your trust and support.We’re grateful for your trust in referring your friends and colleagues to us. Thank you.Importance of client appreciationClient appreciation is a crucial aspect of any successful business strategy. It is a powerful tool that can help in:Building customer retentionMaking your customers feel cherished cultivates loyalty. For instance, a coffee shop offering a loyalty program where customers earn a free coffee after purchasing a certain number can increase customer retention by acknowledging and rewarding their repeat business.Word-of-mouth marketingHappy customers who feel valued often turn into brand ambassadors. For example, if a customer receives a surprise birthday discount from a clothing store, they are likely to share this positive experience with friends and family, promoting the brand through word-of-mouth.Statistics also prove this by stating that 41% of customers would leave a positive review when their customer experience expectations are met or exceeded.Establishing brand reputationBeing known as a brand that truly values its customers can distinguish you from the competition. For instance, a company that regularly sends out personalized thank-you emails to its customers will develop a reputation as a brand that values customers and has excellent customer service.Boosting loyalty and lifetime valueWhen customers get the best customer experience and are appreciated, they tend to be loyal. A loyal customer is more likely to stick with the business. This becomes a win for your business since 65%of any company’s business is from existing customers.Additionally, when customers are loyal, they tend to stick to a business for a longer period, thus increasing their customer lifetime value.Establishing an open feedback forum for improvementValuing your customers can lead to more honest feedback. They’re more likely to voice their thoughts and suggestions, giving you the opportunity to enhance your products or services.Creating emotional connectionWhen customers feel valued, they develop a personal connection to your brand. For instance, a pet store that sends a personalized condolence message to a customer who recently lost their pet can create an emotional connection, demonstrating that they value the customer as a person, not just as a source of revenue.This bond often influences their decisions and can lead to deeper loyalty.Gaining competitive advantageIn a competitive market, customer appreciation can be a game-changer. Businesses that master this can get ahead of the competition.A grocery store that offers a free delivery service for seniors shows appreciation for this customer group, creating a competitive advantage by meeting a specific customer need that competitors may not address.Surviving the hard timesDuring tough economic times or crises, businesses with strong customer relationships based on appreciation are more likely to ride it out. Customers are more understanding and loyal when they know they’re valued.The secret to enhancing customer appreciationIn conclusion, customer appreciation is a critical aspect of business operations. It is not merely a strategy but a mindset that should pass through every aspect of a business.By showing customers they are valued and appreciated, businesses can build strong, lasting relationships that benefit both the customer and the business itself.Now that you know how important customer appreciation is, let’s lift the curtain of enhancing customer appreciation for business growth by introducingLIKE.TG, powerful help desk software that helps you understand your customers’ needs, expectations, and experiences.LIKE.TG, the only solution that takes you a step ahead of the rest, doesn’t just talk the talk. It walks the walk by offering you a30-minute live demoto give you a first-hand experience and sneak peek into the world of enhanced customer experience.Additionally, it offers you a15-day free trialto provide you with an opportunity to explore how its distinctive features can be tailored and incorporated to satisfy your company’s needs and exceed your customer’s expectations.To know more and learn how to get started, don’t hesitate tocontact LIKE.TG.Related articlesCustomer Loyalty: A Comprehensive ArticleWhat is Customer Relations? Types, Importance, and BenefitsCustomer Churn: A Comprehensive Guide

Establishing a business can be thrilling, rewarding, fulfilling, but also extremely demanding and challenging.For small businesses looking to grow their brand and improve their customer experience, having reliable free help desk software is crucial.Customer service is an important part of any-sized business as it provides a platform for customers to communicate with the company.Effectively handling customer inquiries can increase customer satisfaction, loyalty, and generate positive word of mouth.Not only are customer queries managed efficiently with the right help desk software,but help desk software also plays a significant role in streamlining and managing customer service workflows.Many help desk solutions offer enticing free plans that can potentially address a variety of issues.However, bear in mind that all free plans are not created equal. Some might resolve certain problems, while others could necessitate paid upgrades.This article will help you explore the top free help desk software available for small businesses and guide you through choosing the appropriate solution. What is free help desk software?Help desk software is a tool used by support teams to organize, manage, and respond to customer service-related inquiries.Free help desk software is an affordable, software-based solution that allows small businesses, particularly startups, to manage and track customer inquiries and issues, ensuring a smooth support experience for clients.This software is designed to streamline the process of dealing with customer questions, complaints, or problems, primarily through a ticket management system.By implementing free help desk software, startups can consolidate all customer communication into one platform, making it easier to manage and ensuring that no request is overlooked.It also helps create an efficient workflow for customer service representatives, reducing response times and increasing productivity.Benefits of free help desk softwareInitiating a startup poses many challenges, particularly in the realm of customer service.The aim of any new business is to deliver an unrivaled experience for its clients, but constraints in budget or resources may hinder this.Startups, known for their limited resources and the need for rapid growth, can greatly benefit from help desk software.The following are some of the major advantages of free help desk software:Scalability: As the startup grows, the volume of customer inquiries is likely to increase. Help desk software is scalable and can handle a dynamically increasing number of tickets without compromising on efficiency and productivity.Cost-effective: Rather than having a large customer service team, startups can rely on free ticketing system to help reduce costs by automating various tasks. This is particularly beneficial for startups on tight budgets.Better organization and categorization: With free IT ticketing software, startups can organize customer issues based on priority, category, and other criteria. This aids in prioritizing critical issues and preventing anything from being overlooked.Improved customer service: Quick and efficient responses to customer queries or issues can significantly improve customer satisfaction. Free help desk ticketing system ensures that all customer issues are traced and resolved in a timely manner, ultimately enhancing the customer experience.Reporting and analytics: Free IT ticketing system often comes with built-in analytics, which can provide useful insights into common customer issues, response times, and overall customer service team performance. This data can be used to enhance products, services, and customer service.Increased productivity: By automating routine tasks, free help desk software allows customer service representatives to focus on resolving complex issues. This results in increased productivity and an efficient use of resources.Better communication: Free help desk software fosters better communication between support teams and departments by providing collaboration features, shared inboxes, mentions, and centralized ticketing systems, among other streamlining innovations. Everyone involved can track the progress of a ticket and communicate more effectively, leading to quicker resolution of issues.Best free help desk software and ticketing systemsThe market is flooded with startups and a wide variety of service desk systems, making the selection process for help desk software challenging.In a startup, it’s crucial to be prudent, as every decision can make a significant difference.To assist you with your decision, we have analyzed 10 of the top free help desk software designed for startups.1. LIKE.TGBudget and functionality are the two primary concerns for small business owners looking for help desk software. With those in mind, consider LIKE.TG a top priority as it effortlessly combines affordability with robust help desk features.LIKE.TG is modern help desk software that is designed to meet the needs of both small and large businesses.It offers a complete set of tools to manage customer service and support tickets, including email ticketing, knowledge base software, customer portal software, customer service automation, and ticketing features.This enables agents to rapidly respond to customer queries, monitor progress, and keep all information centralized.It’s a scalable, user-friendly platform ideal for small businesses aiming to provide superior customer support to drive business growth.As your startup expands and your customer service needs become more complex, you can upgrade your plan to add new features and meet your requirements.Teams have the flexibility to customize the software as per their requirements, including custom fields and workflows.Should you require help, the LIKE.TG support team is to answer any questions.Arrange a live demo to explore how LIKE.TG can benefit your support team.Top featuresRobustticket routing systemKnowledge base softwareIntegrationsReports and analyticsEffectiveautomationTeam collaboration featuresCustomizable, expandable, intuitive interfaceArtificial intelligence toolsMultichannel supportCustom fieldsAutomated workflowsCustom SLA integrationScalabilityPricingLIKE.TG offers the following three categories as its affordable pricing plans.Scale:$25for 3 agents/monthGrowth:$50for 3 agents/monthEnterprise:$75for 3 agents/monthFree trial duration: 15 daysStartup programQualified startups can receive the Growth plan entirely free for one year.Syncfusion customers are provided with 1-year free usage offer.2. ZendeskZendesk is a cloud-based help desk software. Image source: ZendeskWith Zendesk, startups can effectively manage, track, and resolve customer support tickets, ensuring a seamless customer experience.Key featuresReporting and analyticsIntegrationsAI and automationMessagingHelp centerScalabilityPricing for basic annual plansSupport Team: $19 per agent/monthSupport Professional: $55 per agent/monthSupport Enterprise: $115 per agent/monthFree trial duration: 14 daysStartup program: Qualified startups can receive their first six months free.3. HiverHiver is a user-friendly help desk software solution that is especially beneficial for startups.Image source: HiverHiver allows startups to manage their customer support services directly via Gmail.The software provides a shared inbox feature where all support emails can be accessed by the team.It also allows for the assignment of emails to particular team members to ensure accountability and timely responses.Key featuresCross-team collaborationKnowledge baseAutomationSLA remindersPersonalized email templatesCollision alertsPricing for yearly planLite: $15 per user/monthPro: $39 per user/monthElite: $59 per user/monthFree trial duration: 7 daysStartup program: Qualified startups can receive their first six months free.4. FreshdeskFreshdesk is cloud-based customer support software for businesses of all sizes, including startups, offering a variety of solutions.Image source: FreshdeskIt is easy to set up and requires minimal training to navigate its features.The software serves as a contact center solution and ticketing system, featuring integrated support for voice conversations and omnichannel messaging.Key featuresKnowledge baseCollision detectionAutomationsIntegrated ticketingSLA managementPricing for annual plansFree: Up to 10 agentsGrowth: $15 per agent/monthPro: $49 per agent/monthEnterprise: $79 per agent/monthFree trial duration: 14 daysStartup program: Qualified startups can save up to 90% on their first year and continuing discounts for subsequent years.5. HubSpot Service HubHubSpot Service Hub is a customer service platform that helps startups manage and connect with their customers more efficiently.Image source: HubSpotIt features a dashboard that consolidates all customer inquiries in one place, providing full transparency into the status of each one.This means no ticket will slip through the cracks, ensuring efficient and timely customer support.Key featuresAutomationShared inboxEmail tracking and notificationsConversation routingSLAsKnowledge basePricingFree Tools: $0 (limited features)Starter: $18 per month (2 users)Professional: $450 per month (5 users)Enterprise: $1,200 per month (10 users)Free trial duration: 14 daysStartup program: Qualified startups can receive 30%-90% off their first year and continuing discounts for subsequent years.6. LiveAgentLiveAgent is user-friendly help desk software suitable for startups.Image source: LiveAgentIt provides a platform where businesses can manage all their customer interactions from various channels in one place. This includes emails, chats, social media messages, and calls.Key featuresReportingAutomationAPI and integrationsUnlimited ticket historyPricing for annual planFree: $0 per agent/month (limited features)Small: $9 per agent/monthMedium: $29 per agent/monthLarge: $49 per agent/monthEnterprise: $69 per agent/monthFree trial duration: 7 days with free email. 30 days with corporate email.Startup program: Qualified startups can receive the large plan for free for 6 months and receive an additional 6 months for 50% off.7. Help ScoutHelp Scout provides a robust shared inbox solution for small businesses, consolidating all customer service emails in one location.Image source: Help ScoutIt allows startups to manage their customer interactions in a central place, making it easier for teams to collaborate and respond to customer queries promptly.This help desk software for small businesses offers a range of features that make customer support seamless and hassle-free.Key featuresTicket routing and prioritizationAutomated workflowsExtensions and integrationsMultichannel communicationEmail and live chatCustom reportsPricing for annual plansStandard: $20 per user/monthPlus: $40 per user/monthPro: $65 per user/monthFree trial duration: 15 daysStartup program: Qualified startups can receive their first 6 months for free.8. ProProfs Help DeskProProfs Help Desk is a customer service tool designed to help small and medium businesses manage customer queries and resolve issues effectively.Image source: ProProfsIt provides a shared inbox for managing and tracking customer emails, a knowledge base for self-service support, and a chat tool for instant resolution of customer queries.Key featuresLive chatShared inboxKnowledge baseReporting and analyticsTicket managementPricing Free for 1 agent$20 per user/month for teams9. SpiceworksSpiceworks is an excellent tool for startups, especially for those with a limited budget.Image source: SpiceworksIt is free, cloud-based help desk software that provides businesses with all the necessary tools to handle their IT support.It is an ideal solution for startups as it helps them manage their customer support services effectively without having to invest in help desk software.Key featuresKnowledge baseReporting and analyticsTicket managementAutomationPricing for annual plan: Free for all users.10. Vision HelpdeskVision Helpdesk is cloud-based customer service software that offers multichannel helpdesk support to businesses of all sizes, including startups.Image source: Vision HelpdeskThis software enables automatic routing of incoming tickets using round-robin assignment.Key featuresShared inboxMultichannel supportWorkflow automationsEmail ticket creationReporting and analyticsPricing for annual plansStarter Help Desk: $12 per agent/monthPro Help Desk: $20 per agent/monthSatellite Help Desk: $24 per agent/monthPro Service Desk: $32 per agent/monthEnt Service Desk: $48 per agent/monthFree trial duration: 30 daysComparison of 10 best free help desk toolsThe following is a summary of the best help software for startups in 2024.NameTop featuresStarting prices LIKE.TGRobust ticketing routing systemKnowledge base softwareIntegrationsReports and analyticsEffective automationTeam collaboration featuresCustomizable, expandable, intuitive interfaceArtificial intelligence featuresScalability$12/user/monthZendeskReporting and analyticsIntegrationsAI and automationMessagingHelp centerScalability$19/user/monthHiverCross-team collaborationKnowledge baseAutomationSLA remindersPersonalized email templatesCollision alerts$15/user/monthFreshdeskKnowledge baseCollision detectionAutomationsIntegrated ticketingSLA management$15/user/monthHubSpot Service HubAutomationShared inboxEmail tracking and notificationsConversation routingSLAsKnowledge base$18/user/monthLiveAgentReportingAutomationAPI and integrationsUnlimited ticket history$9/user/monthHelp ScoutTicket routing and prioritizationAutomated workflowsExtensions and integrationsMultichannel communicationEmail and live chatCustom reports$20/user/monthProProfs Help DeskLive chatShared inboxKnowledge baseReporting and analyticsTicket management$20/user/monthSpiceworksKnowledge baseReporting and analyticsTicket managementAutomationFree for all usersVision HelpdeskShared inboxMultichannel supportWorkflow automationEmail ticket creationReporting and analytics$12/user/monthChoosing the right free IT ticketing system softwareIn conclusion, free help desk software is a critical tool for small businesses that aim to provide a high level of customer service.It not only helps manage and resolve customer issues effectively, but also provides features that enhance support workflows, foster team collaboration, and deliver insightful reporting.Help desk software can vary greatly in terms of complexity, cost, and customization options.Therefore, startups should carefully consider their specific needs, budget, and resources when choosing help desk software.Related blogsThe Best Customer Service Software for 202315 Best Issue Tracking Software Solutions for 2023

Most businesses have a team dedicated to providing excellent customer service every day.However, taking care of your employees and offering them support when necessary is just as crucial to running a successful business as providing excellent support to your customers. Customer satisfaction and employee satisfaction reflect each other.While happy and motivated employees tend to give their best at work to satisfying customers, frustrated employees are likely to spread negativity to customers and perform poorly, as well.Additionally, having your employees prepared leads to an increase in employee productivity, speeding up problem resolution, and higher employee retention rates.In this blog, we explore several best practices and guidelines to internal customer service. What is internal customer service?Internal customer service refers to the support and assistance provided to employees within an organization. This is often the case in a work environment where team members support each other to accomplish tasks.For example, in a software development team, a developer might need assistance from another developer who is more experienced or has a particular set of skills.The developer assisting in this context is a customer service provider, while the one seeking help is the customer.The main aim is ensuring employee satisfaction, keeping them happy and motivated, and creating a positive work environment for productivity and success.Difference betweeninternal and external customer serviceThe difference between these two types of customer service lies in the recipients and the context in which the service is rendered.Internal customer serviceExternal customer serviceRecipient of serviceThe support and assistance is provided specifically to employees.The support is provided to individuals outside the organization, such as customers, vendors, suppliers, or stakeholders.FocusFocuses on meeting the needs and expectations of employees and ensuring their satisfaction.Revolves around customer satisfaction and maintaining lasting relationships.CommunicationInvolves interactions among different teams or departments.Involves interactions with organization’s clients or partners.MetricsTrack employee-related metrics, such as their satisfaction, productivity, inter-departmental collaboration, and internal customer service efficiency.Track customer-related metrics such as their satisfaction, loyalty, efficiency at using products, retention, and churn rates.Both internal and external customer service are crucial for the success and growth of an organization, as they contribute to overall employee satisfaction, customer loyalty, and business performance.Best practices for enhancing internal customer serviceThe following are some of the strategies for ensuring you provide outstanding internal customer service.1. Understand your employees betterA company should try to know its employees, get their perspectives and what motivates them, to gain insight into their thoughts and emotional requirements.By attempting to grasp the origins of their viewpoints and experiences, organizations can optimize their internal customer service practices and establish a benchmark for excellence.Promoting empathy and patience in the workplace helps companies address employee needs and concerns better, thus improving their satisfaction and fostering productive relationships within the organization.2. Offer training programs for employeesSometimes, the same problems recur, making it difficult for staff members to work efficiently. Therefore, companies should continuously train staff members so they can handle even complicated problems on their own.They can consider implementing the following:Arrange training workshops for staff members to acquire optimal communication and problem-solving techniques.Hold regular company meetings that involve all relevant employees to discuss recent rising issues and come up with lasting solutions.Create forums for employees tolearn and practice newEstablishing such programs as a routine will equip workers to handle similar situations on their own in the future.3. Always be friendly and keep an interactive toneAlthough professionalism is valued, not all internal interactions inside a company should be conducted formally.Building relationships among internal stakeholders during departmental exchanges requires using a conversational tone.Your support teams should practice speaking to one another politely and with respect at all times. Employees should try and hold casual conversations, with friendly tones.They should also always be encouraged to lend a hand to co-workers in need.4. Establish clear objectives targets for your employeesIt’s challenging to work for a corporation if you are unsure of what is expected of you. You should set clear expectations for internal support in your organization.Make sure all your staff members are aware of the precise standards you expect them to uphold and that they know their roles.5. Offer clear instructions on how to resolve employee-related issuesWhen faced with issues, employees often rely on the guidance and expertise of their internal customer support team.By articulating precise instructions, these co-workers can effectively help them solve their problems.For employees who frequently help other employees, make sure they know how to identify and emulate good directions.This not only saves valuable time but also minimizes the potential for confusion or misinterpretation.6. Provide multiple communication channels for your employeesCompanies should strive to offer a variety of communication channels through which their employees can interact and seek support. These channels can include email, an internal help center, and messaging apps.An multichannel strategy lets:All employees communicate with each other effectively via any preferred channels.Your employees reach your dedicated internal customer service team.Your employees select the channel that works best for them.Information is streamlined across departments, which minimizes pointless inquiries and prevents crucial information from becoming lost or distorted during communication.7. Make self-service optionsMaking support resources easily accessible to all employees lets them resolve their issues independently.It’s beneficial to have a central repository such as an internal knowledge base with resources like regulations, policies, troubleshooting, and frequently asked questions.A knowledge base will serve as a comprehensive source of information that’s helpful for internal customer service to be effective.To improve employees’ satisfaction, you can also create online platforms such as community forums where staff members can ask for and share suggestions and ideas at any time.These self-service tools can also be utilized for training and staff onboarding.8. Pay attention to your employees and monitor their feedbackListen to employees’ concerns and reach out to them to get a clearer picture of issues at hand.Team leads should initiate open and transparent communication amongst the team members.These leads should pay attention to employees’ experiences at work when it comes to solving issues.Actively seeking feedback about workflows, either through structured surveys or informal conversations, lets you gain a comprehensive understanding of employee concerns, suggestions, and expectations.Such feedback serves as a valuable tool in identifying the root causes of internal customer service gaps. It enables organizations to devise action plans to rectify the shortcomings or make necessary improvements.9. Celebrate and reward exceptional support effortAccording to Deloitte, recognition raises employee engagement, which in turn raises work performance and creates business value. Appreciation boosts output, performance, and employee engagement by 14%.Companies should encourage a culture where helping co-workers is expected by implementing initiatives that recognize and reward employees who do it.You can consider the following appreciation strategies:Reward and honor staff members who have gone the extra mile to assist colleagues when necessary.Thank employees who provide support that enables others to complete an assignment successfully.Recognizing and celebrating employees’ efforts and achievements not only boosts morale but also reinforces a work culture in which employees want to work.Why is internal customer service important?The following are some advantages of placing emphasis on internal customers in an organization.Improves employee satisfactionWhen employees feel supported and have their needs met, it makes their work easier and they are more likely to feel motivated and be more productive.Speed up problem resolutionGood internal service fosters a culture of teamwork and collaboration. When employees know can rely on their colleagues for assistance and have an easy means of asking for it, they feel more comfortable asking.Instead of floundering for a long time trying to solve an issue, an employee will know who to ask for a solution and feel at ease doing so.Improves external customer serviceThe experiences of external customers are the main emphasis for most organizations.However, an organization that values internal customer service often improves their external customer service.Suppose your customer service employees receive good treatment and are comfortable with their responsibilities.In that case, they will enjoy working for your company and be willing to go above and beyond to provide your consumers with the same experience.As a result, a business may be able to gain more loyal customers and enhance the calibre of service their customers receive.Increases employee retention ratesA strong internal customer service culture can contribute to higher employee retention rates.When an organization attends to the needs of its employees, they tend to be more loyal to the organization.They will not only work harder but also be less likely to seek employment elsewhere when they feel valued and supported.Better reputationWhen supporting each other is encouraged and employees are satisfied, they are motivated to leave positive reviews andfeedback about the company on sites like Glassdoor.Such a positive company reputation can attract and retain top talent, since employees are more likely to seek opportunities in organizations known for their excellent employee support.Improves employee productivityEfficient internal customer service processes help employees access the tools, information, and resources they need to perform their jobs. This in turn enhances their overall productivity.LIKE.TG tools for internal customer serviceHere are examples of the tools that businesses can utilize for internal customer service:Email addresses: Create a work email address for each employee to interact with others This is usually something like [email protected] communication platforms: These are integrated communication tools for casual interactions between employees that occur more frequently, such as Microsoft Teams and Slack. Employees can chat, video conference, and share documents instantly.Live chat software: Supports real-time interaction between employees, ensuring any issues that need immediate attention are resolved quickly.Embeddable web forms and widgets: Allows employees to easily contact each other via contact forms embedded in the company’s internal and external websites and access different help center pages, like an internal knowledge base, FAQs, and more.Mobile app: Provides instant access to LIKE.TG from a mobile device, freeing internal support agents to do their jobs beyond the confines of their desktop or laptop.Internal help desk software: These are tools with which employees can make support requests and create tickets for different departments to collaborate and address their issues swiftly. For example, LIKE.TG is cloud-based, modern customer service software that facilitates a wide range of customer support activities for both internal and external customers.Self-service portal: Establish web-based employee portals and help centers, where company employees can obtain HR data, search for solutions to commonly asked questions, and access the most recent information regarding benefits, laws and regulations, and other things.Examples of internal customer serviceHere are some common examples of internal customer service in a company.DepartmentRoleAdministrationThese roles provide administrative support to various departments, including scheduling, document management, and general assistance.HR serviceThe human resource (HR) department is responsible for managing employees’ experience. The department assists employees with onboarding, benefits, payroll, and other personnel-related matters.IT supportThe IT support department provides technical support to other departments, helping with hardware issues, technical troubleshooting, software installation, network problems, and more.Facilities managementThis department ensures that the workplace is well-maintained, including managing office space, cleaning, and repairs.Training and developmentThis department offers training programs to help employees enhance their skills and knowledge.Internal help deskA help desk provides a central point of contact for all internal inquiries and support requests. It connects all departments and can offer a central repository for documents and basic information from all of them.Employees assistance programAdministrators of programs like this offer counselling and support services to employees dealing with personal or work-related issues. Top of FormElevate team performance by utilizing internal customer serviceAny organization will benefit from providing excellent customer service to both employees and customers alike.Employee satisfaction will increase if you treat them with care and provide support. Establishing a cooperative employee culture benefits everyone in an organization.Schedule alive demoto see howLIKE.TGcan help your customer support team more easily address other teams’ needs. Start afree trialto explore its many features. If you have any questions about the product and its capabilities, feel free to contact theLIKE.TG support team.

Black Friday is possibly the most significant shopping day of the year. As Black Friday approaches, anticipation for amazing deals and intense shopping ensues.Businesses and their staff will be swamped making sales and preparing orders, while customers will be busy filling holiday wishlists and searching for the best bargains.Research from McKinsey reveals that during the holiday season, 43% of U.S. consumers will change retailers if they offered lower prices. Before revealing your exclusive offers, it’s recommended to prepare for the surge in Black Friday customer service inquiries.Customers will have questions about prices, stock availability, delivery, and return policies.It’s easy to become overwhelmed by these queries, but what if there were a more efficient approach? As with any large-scale shopping event, it’s expected that there may be minor issues and setbacks.This necessitates streamlining your support strategy prior to the peak season. Black Friday customer service tips to considerHere are some Black Friday customer service tips on maintaining a low-stress environment and boosting customer satisfaction this Black Friday.1. Create unforgettable experiences with personalized customer engagementIn the height of the holiday shopping season, customers are presented with an array of choices. While Black Friday can be a thrilling experience, the true delight lies in establishing enduring connections with your customers.The dialogues that take place during the shopping frenzy can significantly influence their perception of your brand. Hence, it is important to note that every customer is unique with their own preferences and needs.Personalize your customer service per their requirements and try to exceed their expectations.By being kind and supportive, and simplifying processes for them, you will retain customers with these positive experiences long after the sales have ended, creating a lasting positive impression.Providing a memorable experience to your customers will not only help you in retaining them but also in acquiring new ones.2. Quickly assist customers to ensure a successful checkoutYour customer service plan should incorporate strategies to ensure swift response to customers.During the rush to secure the best Black Friday deals, holiday shoppers require immediate answers to their queries.Delayed responses, particularly during high-traffic events such as Black Friday, can lead to lost sales.Enhancing response speed can be achieved by:Adequately staffing your service team: Ensure that you have enough staff on hand to handle the increased volume of shoppers.Training your customer service team: Make sure your staff is well-trained in all aspects of the checkout process. This includes knowing how to handle common issues that can arise, such as price discrepancies or payment problems.Be prepared to solve problems quickly: This could include having a manager or supervisor on hand to handle any issues that arise, or having a system in place for quickly addressing any technical issues with your checkout systems.Prioritize customer needs: Understand and prioritize the needs of your customers. If a customer needs assistance in finding a product, guide them promptly to keep the checkout process moving.Have templates ready: Using templates, have answers ready for frequent customer inquiries.3. Ensure return and exchange policies are readily availableHaving clear and easily accessible return and exchange policies is essential for any business. By developing and indexing FAQs and return/exchange policies, and making them readily accessible online, businesses can streamline the buying process.It’s critical to ensure that your return and exchange policies are clearly laid out and readily accessible to customers.This not only helps the customer understand what their options are, but it also saves your customer service team valuable time as they won’t need to explain the policies repeatedly.This also provides shoppers with a sense of security and trust, knowing that they can return or exchange items if they are not satisfied.This is especially important during Black Friday sales, where the volume of purchases is significantly higher than usual.By ensuring that your return and exchange policies are readily available, you can make the Black Friday shopping experience more enjoyable and less stressful for everyone involved.4. Allow customers to assist themselves using self-service resourcesUsers are increasingly seeking to solve their own issues without the need for direct interaction with support agents.A study conducted by Nuance Enterprise confirms that 67% of customers prefer utilizing self-service options, such as online knowledge base articles and FAQs, instead of conversing with a company representative.With Black Friday looming, now is the perfect opportunity to enhance your self-service options and keep them updated with relevant information.Self-service resources are a crucial part of any service-oriented business. They not only reduce the workload of support agents but also enhance the user experience by providing immediate solutions.Having self-service options is more than just empowering your customers to handle their issues; it’s a strategic step that lightens the load on your team during high traffic periods.Implementing self-service resources is a win-win situation for both businesses and users. It reduces the pressure on support agents and provides users with immediate solutions, enhancing their overall experience.5. Make it easy for customers to get in touchEvery customer is unique, and their preferred methods of contacting a business are equally diverse.Offering multiple communication channels can help cater to the different preferences of your shoppers.The choice of communication channels is ultimately yours, but customers will gravitate toward brands that are easy to engage with and contact.No matter how many communication channels you decide to use, it’s crucial to ensure they function cohesively.Get ready for Black Friday customer serviceE-commerce and retail companies often experience heightened traffic during times like Black Friday and Cyber Monday, presenting significant challenges for customer service agents.To ensure a successful holiday season, it is essential to start early, prepare well, and plan thoroughly.By following these customer service tips, you can ensure that your shoppers have a smooth and successful checkout experience on Black Friday.This not only increases Black Friday sales, but it also builds customer loyalty and encourages shoppers to return to your store.A support platform such as LIKE.TG offers quick, multi-channel capabilities that enable your customer service team to swiftly and effortlessly address a large number of customer issues and inquiries.Schedule a live demo to explore how LIKE.TG can improve your business and assist customer service teams during Black Friday. Start a free trial to explore its many features.If you have any queries about the product and its capabilities, feel free to contact the LIKE.TG support team.Related blogsWays to Prepare Your Support Team for Black Friday 2022Best Black Friday SaaS Deals in 2023

We are thrilled to introduce our exciting November product release! The November product release has several new features designed to enhance the user experience and improve productivity.These features have been developed based on user feedback and industry trends.In addition to new features, the November product release also includes several improvements to existing functionalities.These improvements aim to address previous limitations and provide users with a more seamless and efficient experience.The LIKE.TG team has incorporated the following features to elevate your customer support experience.Ticketing systemThe ticketing system has been improved with the following update.Additional configurations to manage CC field in ticketsUsers can now manage the configuration for the CC field at the organizational level. This can be enabled through the general settings in the admin section.Contact moduleThe contact module has been updated as follows.Advanced filters and views supportIn the contact module, updates have been made to include advanced filtering support, enabling the module to operate in a manner similar to ticket filtering. These filters can also be saved as views.Activity moduleTo enhance the activity module capabilities, the following new features were added.WorklogsThe activity module now includes support for worklogs.A worklog provides valuable insights that can be used to improve time management, resource allocation, and project planning.Agent signature support for forward ticket activityThe recent update in forward ticket activity is support for the use of agent signatures, much like in regular tickets.If an agentrepliesto a forwarded ticket using a configuredsignature, it will be automaticallyloaded.Webhook support for the activity moduleWebhooks now include activity events. This enables the transmission of real-time data from the activity module to external applications.Reports and analyticsThe following feature has been added to the reports module.Ticket metrics reportThe reports module now includes a new report titled Ticket Metrics Report. This report provides a variety of ticket-related metrics in a table format.Using this report, you will be able to view ticket-related metrics such as:First response achievedFirst response breachedAgent update countRequester update countAdditionally, it comes with advanced filtering and export options.Underlying data support for stats and chart widgetsAll dashboards and reports can now display their underlying data. You can see this data by clicking on a stat or chart, which will prompt a dialog box with the relevant data.Furthermore, this data can beexportedto Excel and used for further analysis.Knowledge baseThe quality of our knowledge base software has been enhanced with the addition of the following new features.Support for bulk article deletionWe’ve introduced a new feature that allows for bulk deletion of multiple knowledge base articles in one go.This will significantly reduce the time and effort spent on removing a largenumberof articles.Turn auto save option on or off for KB articlesThe automatic saving of articles can now be enabled or disabled using the Auto Save toggle button.When enabled, changes are automatically saved to a draft while an agent edits an article.Some agents may prefer not to have their changes saved automatically, so they can disable this feature.Manage knowledge base article tagsThis new feature enhances your ability to manage tags on your knowledge base articles.It allows you to add, edit, delete, and arrange tags, making it easier to categorize and locate articles based on them.AutomationThe following functionality has been enhanced to make automation more efficient.Share ticket actionThe automatic sharing of tickets with groups and agents during ticket creation or the updating of events is made possible by the integration of the share ticket feature in the event trigger automation.IntegrationThese integration updates ensure the smooth functioning of your various software applications.MS TeamsintegrationMicrosoft Teams nowsupports a two-way sync integration withLIKE.TG. Thisfunctionenables you to add responses, add notes, andupdateticket properties straight from Microsoft Teams.Shopify integrationYou can now cancel and refund orders directly fromLIKE.TG, thanks to the Shopify integration.Admin moduleThe admin module has been updated to improve the user experience.Setting custom status for agent availabilityA new feature has been introduced for adding custom availability statuses.Admins can add new statuses according to their organization’s needs.This new feature can be found in the agent availability status module within the admin section. However, it’s worth noting that this feature is not available with the Starter or Standard plans.To control the ability to change statuses, an additional permission has been incorporated into the roles and permissions module.Import contacts and contact groups in bulkWe have implemented a feature that allows users to import contact and contact group files directly from BoldDesk.This functionality enables the swift creation of numerous users and contact groups in bulk.Support for Google Tag Manager ID in customer portalUsers can now integrate the Google Tag Manager ID into the customer portal.The Google Tag Manager ID enables you to update measurement codes and related code segments swiftly and effortlessly, collectively referred to as tags, on your website or mobile app.Customize approval module email templatesYou can now customize the email templates for the approval module via the email notification module in the admin section.Article satisfaction rating in embeddable widgets and formsThis new feature allows you to incorporate options for rating article satisfaction within your knowledge base widgets and forms.This functionality gives users the opportunity to provide feedback on the usefulness and relevance of articles directly within the context of their support interactions.Apply field display condition using multiselect dropdown fieldPreviously, ticket fields did not support the inclusion of multiselect fields in field display conditions.However, now the support for this feature has been provided. Note that only the in operator is supported when using a multiselect field.Excel export option for admin modulesThe following admin modules now have the ability to export data to Excel:Ticket viewsGroupsAgentsEdit names ofpredefined ticket system viewsAdmins who have permission to manage views can now also edit the names of default system views.Mobile applicationThe following new features and updates have been added to the mobile application.Switching and adding multiple accountsThe LIKE.TG mobile app offers agents the convenience of effortlessly adding and managing multiple organization portals.It also provides a smooth experience for switching among these accounts without the inconvenience of logging out and logging back in.Share ticketsTicket sharing, which was previously exclusive to the web version of the agent portal, is now also accessible in the mobile app.Copy web ticket URLUsers can copy the web URL of a ticket to share it with a customer or end user.Check out these new feature updates!This November product release, with its new features and improvements, provides users with an enhanced experience and improved productivity.If you are not yet a LIKE.TG customer, contact us to arrange a 30-minute live demo to explore its latest features and see for yourself how it can transform your customer support. Alternatively, register for a 15-day free trial today.Related blogsLIKE.TG Release Announcement: September 2023 New Features Update!LIKE.TG Release Announcement: July 2023 New Features Update!LIKE.TG Release Announcement: May 2023 New Features Update!