Live Chat Agent
  • Why LiveChatAgent.com
  • Frequently Asked Questions
  • Pricing
  • Start now
Posted on February 9, 2021 by lcasite

All you need to know about customer support

Customer support is termed as a series of customer services offered to assist customers in making cost effective and correct use of a product. It includes assistance right from the initial stage of planning and installation, training, troubleshooting, maintenance, upgrading up to the disposal of a product.

As a matter of fact, it is termed technical support in case of gadgets like mobile phones and other electronic or mechanical goods. It is further considered as one of the major data channels for customer satisfaction research and a way to increase customer retention.

Customer support

Moreover, companies may offer a variety of options regarding customer support:

1. Phone support:

As the name suggests, in this type of support customers speak directly to customer support representatives over the phone. For inbound calls, an Integrated Voice Response can be programmed to route captured calls in a variety of ways. The potential goal here is of quickest resolution of a customer’s query. Also, phone support is often used for taking orders, pre-sales queries, upselling and cross-selling, troubleshooting etc.

 

Phone support

2. Live chat support:

Live chat allows the users to use instant messaging to contact the Customer Services team of any website. The procedure followed in this case is:

i) web visitor seeks assistance by starting a text chat session by clicking on a link provided on the website

ii) customer support representative interacts with the web visitor

iii) understands the requirements

iv) resolves the query and closes the interaction.

Alternatively, based on the requirements the customer support representative could also initiate a chat session with the web visitor. Live chat support overcomes the language barriers as both parties involved in the chat session may use an online translation service to communicate.

Live chat support

3. Email support:

Email is a low cost, non- intrusive means to offer web-based assistance for your customers when immediate support is not required. Its specialized applications further help keep track of a series of follow-up correspondence with a potential customer. Services offered via email support include:

i)processing

ii) polling analysis

iii)subscription services

iv)troubleshooting

v)complaint registrations

4. Remote support:

Remote support basically means solving problems of a computer at one location from a computer at another location. As a matter of fact, it is a big-time money savior for companies in terms of logistics.The need for a technician to visit the customers’ premises is exempted due to the ease of gaining access and repairing software related problems from remote locations.

 Remote support

Remote support

5. On-site support:

As a matter of fact, it’s not always possible to solve the problems through remote support. Here on-site support comes into play. In case of hardware related problems like repairing a TV, replacing a spare part, servicing of air conditioners etc require a person to visit the site and resolve the issues.

 Onsite support:
Onsite support:

6. Social media:

Nonetheless, to say, social media is the greatest influence today. Also, the service providers have found that majority of their customers spend plenty of time on social media platforms like Facebook, Twitter, Instagram etc daily. So, many service providers have set up a web care team as support channel on their social media profiles for visitors’ convenience. As a result, customers interact with the customer support team through social media platforms and their queries resolved.

Social media
Social media
Categories24/7 customer support, 24/7 live chat agents, improve customer support, live chat agents, live chat for the e-commerce website, live chat for website, live chat support for website, proactive chat for website, Uncategorized TagsCustomer support, Email, live chat, Phone, queries, social media

Leave a Reply Cancel reply

You must be logged in to post a comment.

Post navigation

Previous PostPrevious Lead generation strategies: Part V
Next PostNext Best customer retention strategies : Part I
<


Sign up for a 7-day FREE trial and start growing your business.

No credit card required. No obligations. Cancel anytime.
Please enter your first name
Please enter your last name
Please enter your work Phone number
Please enter your work email
Please enter your website URL
About us

Established in 2005, Live Chat Agent has been a leading provider of 24 x 7 live chat service to business from varied industries and all over the globe. We excel at lead generation, customer service, and post-sales support chat services.

Our live chat product offers all features that your business will need not only to engage with your audience but also help you generate more leads in real-time. If you do not have someone to take care of your chats in-house, feel free to contact us.

PRODUCT
  • Sign Up for a 7-day Free trial
  • All Features
  • Live chat features for you
  • Live chat features for your visitors
  • Reports & Tracking
  • Get A Custom Quote
  • Why Live Chat?
COMPANY
  • Blog
  • Become a Live Chat Reseller
  • Privacy Policy
  • Terms of Service
  • Cookie Policy
Social Links
  • sales@livechatagent.com
  • Facebook
  • Twitter
  • Linkedin
  • Google
© LiveChatAgent. All Rights Reserved.