Improve your customer experience by sending files through a chat platform
Chat-based customer service platforms have become increasingly popular in recent days due to the ease they provide for customers to communicate with our company. However, over time, the need to go beyond simple written communication has become evident, and the use of tools for sending files, images, voice notes, videos, and other services presents a great opportunity to improve the experience.
Having this possibility represents various benefits among which we find:
Greater efficiency and time savings
Having the ability to send files or images during a chat conversation gives your agents the ability to quickly detail the problem and find a more efficient solution, without requiring the customer to provide additional information or wait for a detailed explanation, which can sometimes be annoying for them.
Agile understanding of the customer's problem:
When communicating via chat, it's sometimes difficult for our agents to fully understand the customer's issue. However, by providing files, images, or videos, we'll gain a clearer understanding of the issue.
Most satisfied customers:
Improving your customers' experience happens when agents have all the tools to deliver quick and accurate solutions to their problems or needs.
Using a chat platform that allows file uploads shows them that we're interested in quickly resolving their issues, doing whatever it takes to help them.
Additionally, this demonstrates that as a company, we are interested in innovating and advancing, in improving the experience we offer every day, making them feel valued and listened to.
To help you get the most out of your chat platforms by sending files, images, voice notes, videos, and other media, here are some tips:
Having your clients' permission to send and receive files during the conversation is essential, as it shows that you respect their privacy and confidentiality.
The files you use for submission or those you receive from your clients should provide clarity to improve understanding of the problems or needs raised. These should be reviewed carefully, taking into account any details they provide, in order to provide a prompt and effective response.
Having the ability to send and receive files is a great advantage; however, you must use it consciously and responsibly, as overloading your customers can turn it from a positive into a negative.
Security is vitally important, as it helps us safeguard the privacy of our customers' information. That's why we must use appropriate tools that allow us to safeguard all data. Additionally, you must also have appropriate security protocols in place in case the files contain confidential information.
Conclusion
In conclusion, using file sharing tools for uploading images, voice notes, videos, and other files can be a huge advantage for businesses looking to improve their online customer experience.
The success of these tools will depend on their responsible and appropriate use by company agents. By structuring the effective use of these tools, you can improve the efficiency of your customer service and ensure a satisfactory experience for your customers.
Source of support: LiveConnect
#We invite you to read our blog post «CRM, an ally in Customer Service
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