What are the key features to look for in an online customer support solution?

There are two aspects that are imperative to consider in your omnichannel Support approach, customers and employees. As always with customers, it is our job to meet them where THEY are at. This includes what channel they chose to interact with us with. It must be frictionless. The days of asking for more information or shoving into another channel are buried in the 90s. Lastly, it must be easy for customers as well. For employees, the ideal scenario when not on the telephone is being "Channel Agnostic" - in other words, EASY. A Support employee's experience must also be frictionless, and a plethora of tools accommodate omnichannel support by aggregating information into a simplistic view for our employees (heroes) to work their magic.

Para escolher uma solu??o de suporte ao cliente online, busque recursos como sistema de tickets, base de conhecimento, comunica??o multicanal (chat ao vivo, e-mail, redes sociais), automa??o (chatbots, fluxo de trabalho), relatórios detalhados, integra??o com CRM e plataformas de e-commerce, personaliza??o, escalabilidade, seguran?a de dados, interface intuitiva, mobilidade, e suporte técnico eficiente.

O suporte omnichannel requer colaboradores preparados para uma mudan?a de skill rápida entre os atendimentos, pois dependendo do atendimento o cliente possui um nicho ou perfil especifico. é necessário o colaborador ter um conhecimento amplo do negócio do qual faz parte ficando mais fácil navegar entre os atendimentos e encontrar solu??es com maior facilidade.

Multi-Channel Support: Ability to handle inquiries from various channels like email, chat, social media, and phone. This is a key component

Multichannel Support: The ability to provide support across various channels such as email, live chat, social media, and phone ensures customers can reach out using their preferred method. Ticketing System: A ticketing system organizes customer inquiries into tickets, allowing support agents to track, prioritize, and manage issues efficiently. Look for features like customizable ticket fields, automated ticket routing, and SLA (Service Level Agreement) management. Knowledge Base: A knowledge base or self-service portal empowers customers to find answers to common questions or issues on their own. Look for features like article categorization, search functionality, and the ability for customers to submit feedback on articles.

Total!!!, así no se vería afectada la atención al cliente, estos embudos son super útiles, pero la oferta de valor debería ser, una respuesta directa, honesta y que en verdad se solucione el impase

Turn the data become a Fact sheet (prove case) and promote to customer to get buy in. In reality, we need to show customer benefits and long term wins as we embark the journey together. To grow the partnership relationship, both ends must always be on Win-Win circumstance in most of the time.

Customization but not compromising to inefficiency. Constant mindful to turn customization to be on productive manner always on Win-Win situation. We need to persuade and get the buy in from all stakeholders to work as a team when deploying the plan

As the peak grows, increase temporary resource is crucial not compromising to quality on-line services. All staff to be timely/constantly trained to be on par with market and business trend. This increase the flexibility of work force, increase the resource mobility as well as constant staff training to sustain and increase their skill level at their best

Good listener (display empathy) builds the trust effectively during the interaction. Resolution derives from the customer sharing and dependent upon your knowledge and experience you can support customer. Never be sad or dishearten if you cannot derive any desire resolution but listen with sincerity and customer can feel you care to listen. Failure is an creator of new learning experience and exposure.