Use live chat tools and bots effectively
You can manage the workload of your existing customer support workforce by effectively using live chat tools and chatbots. Live chat tools help your customers to instantly converse with your support team and resolve issues. In fact, modern chat tools help you balance the conversation load by distributing it meaningfully based on the availability of your support agents (agents who are logged in) on a given day.
You can use chatbots to support customers across time zones and in a proactive manner. For example, if you are using a live chat tool like Freshdesk Messaging, you can trigger campaigns where your chatbot can contextually and proactively start a conversation with your customer based on the page of your website or support portal your customer is in. In fact, chatbots can handle the primary conversations with your customer and then assign it to the right support agent automatically by matching the expertise of your support agent and the customer’s request.
Engage new customers with videos
An important part of proactive customer support is engagement. Once you have set up chat support, bots, and self-service - you need to make it easy for your new customers to find what they are looking for. It is observed that in the holiday season, businesses see a surge in the number of support requests from new customers compared to the existing ones. For example, it makes great sense to greet them with a video highlighting how to make the best use of your self-service than them having to navigate through your website and figure out. More importantly, including a video increases the engagement by 4x.
Next topic - Building your multi-channel customer support