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Emails are the primary means by which you can offer web-based client assistance especially when there is a need for an immediate response to a query. Many benefits go with using email support software as the platform for support. Despite its limitations, an email support software acts as the first line of response before you can make any proper assistance initiatives. It's Low-cost Email support software solutions are affordable, well priced, and most of them have very low renewal or subscription fees. This is what makes it a very efficient and necessary tool especially for small firms that do not have the financial muscle to invest in much more comprehensive client support software. It's non-intrusive Emails tend to free up the respondent from having to make on-the-spot answers. It allows you to think through your responses and communicate clearly. Most often support through email conversations can drag on for some time as the issues at hand gets sorted. It's also very private and confidential.
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You have no relationship with your customers Many businesses, both large and small, have lack of visibility at customer level. The business forgets to manage relationships with its customers and gets caught up in handling one-off situations. Remember that a relationship is not a one-off phone call or email: all businesses must keep a close eye on patterns and common issues in order to provide their valued customers with great customer service. Your team is stressed Customer service representatives who are attempting to handle your customers' requests and problems using manual or outdated systems naturally become very frustrated, and we know that frustrated and overwhelmed employees are not productive employees. Happy service agents mean happy customers, so why not provide your customer service agents with the right tools to create happy customers by providing them with easy access to customer history, automation of tickets, and self-service; thus reducing the number of simple requests that occupy so much of your agents' time.
Main reasons to use a customer support software Below we've put together the main reasons why implementing a customer support software can help your business grow, and how you'll know it's time to do so. You lose track of your customer's emails because they are stuck in the individual accounts of your employees. Email is one of the greatest advances in communication and it's a brilliant tool for both personal and business use, but email can get really cluttered. Your customer communications can easily fall through the cracks if email is your main method of receiving customer's complaints, requests, and even orders. And think about the poor customer who makes contact a second time, but gets a different agent! The second agent is forced to go through the whole scenario once again simply because their history is on someone else's email. Certainly not the way to win happy customers! With Keeping, native email integration will be included in your customer support software, meaning that when a customer emails you for support, it will be added to your ticket database so all agents have access to it.
A Customer Support software will make your employees' positions so much easier. Your customers are not "happy" customers Have you noticed negative reviews on social media, and/or do you hear whispers of dissatisfaction from your customer service personnel? Perhaps you can't work out why you're experiencing a decline in customer retention? Your customers will let you know they're unhappy, but they won't necessarily come right out and say it: it will be said by word-of-mouth, or by their lack of spending. Customers want their issues to be fixed as quickly as possible and with little or no effort on their part. The right customer support software for your business will help your team serve your customers quickly and more efficiently, and you'll automatically know when customers are showing signs of dissatisfaction.