CS blog

Nowadays, the competition in every industry is fierce. In addition to paying attention to the quality of products and services, customers have also set high expectations for customer service (CS) teams. However, in the 21st century, is the customer service team only responsible for dealing with customer inquiries and complaints? If not, how should the company improve the quality of the CS team?

The composition and job scope of the traditional customer service department

The traditional customer service department mainly handles email or telephone enquiries and complaints from customers. Therefore, the characteristics of traditional account and CS managers hired by companies are people with quick response times, high organizational skills, strong communication skills, patience, and empathy.

As customers vary in terms of temperament and personalities, the account manager must know how to deal with each customer based on past experiences in handling complaints and provide a consistent customer service experience to everyone.

How to transform from “Customer Service” to “Customer Success”?

The title of “Customer Success Manager” (CSM) was unheard of ten years ago. However, a study in 2019 stated that among 109 high-tech company employees interviewed, more than 40% said they have CSM. Coincidentally, the LinkedIn survey also indicated that CSM is the second most promising sales job in 2019, second only to the Enterprise Account Executive.

Unlike traditional customer experience, CSM does not only handle complaints, but also provides customers with information, transaction services, business acceptance and suggestions, and also needs to conduct market research and marketing duties.

In fact, customer service is like an engine that affects the production chain and is closely linked with marketing, technical operation, and brand reputation. It is by no means trivial. Therefore, Customer Service Managers need to have a good understanding of the company’s product functions, use processes and manufacturing processes.

So, how can companies make use of technology to improve customer service quality? SleekFlow is going to show you 4 popular customer service skills and demonstrate how to integrate with software and tools to maximize marketing effectiveness:

1. Increase social media interaction

E-commerce is nothing new, and social commerce is the future. With more and more social media and communication software, many consumers and merchants have grown accustomed to using WhatsApp, Facebook, WeChat, Messenger and Line as the medium of transaction services and products.

Traditional e-commerce focuses on the value of the product itself, while social e-commerce uses the characteristics of social media to increase the interaction and trust between consumers and brands, and tries to build a connection with consumers, and increase the conversion of goods and services. Therefore, your marketing or customer service team should increase social media interaction, through word-of-mouth communication, celebrity influence, and promote sales with “Comment, Like, Share”.

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2. Strengthen multi-channel management

Since the outbreak of COVID-19, many companies have encouraged their staff to work from home. In fact, remote work, especially in e-commerce, requires good internal communication software as collaboration is required across multiple departments.

To facilitate communication between SMEs and customers, SleekFlow allows employees from different departments to view activity records from payments to orders and even conversations on the same platform. Through the SleekFlow platform, you can assign conversations to different teammates automatically to increase reply efficiency. In addition, employees can also communicate with each other using internal notes so as to work strategically and improve the coordination and efficiency of the customer service team while maintaining the consistency of the customer experience.

At the same time, SleekFlow also has additional functions such as quick replies and voice notes to allow employees to reply to customers at a faster rate using free saved replies. During the epidemic, SleekFlow used these internal communication functions to successfully introduce social and conversational marketing (Social Commerce) into the luxury retail industry.

3. Provide personalized service

Thanks to the rapid development of technology, there are more and more similar products and services in the market. To stand out, you should improve the level of communication between frontline sales and customers. This way you will be able to explore more customer insights, increase customer conversion rates and provide a “unique” product or service experience based on the customer’s personal preferences so as to increase brand loyalty. 

For example, SMEs can use SleekFlow to automatically send personalised campaign messages to a segmented list of customers through WhatsApp, offering them birthday promotions, New Year greetings, membership updates and even information on flash sales and promo codes.

4. Answer the customers quickly

As consumers’ expectations towards customer service increase, HubSpot has pointed out that 82% of customers believe that “immediate response” is very important, and 60% of consumers believe that response within 10 minutes is considered a quick response. Some e-merchants stated that if they put a customer on hold for more than 10 minutes, they would have lost the customer.

Therefore, companies should consider automating their sales, support and marketing funnels with the use of chatbots. This way, companies would then be able to Automatically qualify leads and route different conversations to the right teammates so as to provide them with timely yet relevant information and help. 

Apart from this, businesses will also be able to set up auto-reply messages so that even if a customer query comes in after business hours, an “Away” message will automatically be sent to notify the customers of your business hours.

About Us

SleekFlow is an Omni-Channel Social Commerce Platform that helps companies manage communication channels such as WhatsApp, Facebook Messenger, WeChat, Line, Live Chat, SMS and Email all in one place. Use smart routing rules and targeted campaign messages to streamline sales, customer support and marketing workflows while integrating with 2500+ tools including eCommerce platforms and payment gateways to automate the whole customer journey with ease. 

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