Post by ruhaimaromana22 on Nov 6, 2024 3:26:17 GMT -5
Those who work with clients in chats, social networks and messengers will confirm that something new happens every day. You can’t insure yourself against everything. But this is no reason to switch on fatalism. In text channels, you can and should foresee both the force majeure itself and the means to eliminate it. Let’s talk about them.
We have described four evil quests and a few more good ways to complete them without losses for customer service.
Quest 1. There are more non-targeted requests from the site
Quest 2. The operator was attacked by a troll or spammer
Quest 3. Abnormally many requests, but few operators
Quest 4. Urgent issues are idle while operators sort out non-urgent ones
Quest #1. Reducing the number of non-targeted requests from the site
Untargeted requests are questions not social media marketing service about your services and products, but questions “just like that”, “out of curiosity” or even spam. Some people classify such questions as anything that is not related to the purchase, but this is wrong. The company's task is to create an atmosphere so that the client feels easy and comfortable on the site. And this means answering, helping, directing, advising, removing objections and much more besides sales.
Possible reasons for the influx of untargeted questions:
contextual advertising began to bring random visitors;
customers were not told what the new communication channel was for and were simply curious;
You are confused with similar companies and asked about services and products that you do not have.
Why are non-targeted requests dangerous?
They distract operators, waste working time that could be spent on sales and service. Clients with important questions end up in a queue without receiving help right away.
How to identify non-targeted requests in time? Create categories of requests
First of all, give employees the opportunity to mark such questions. To do this, go to the "Settings" section in your LiveTex Personal Account, select "Categories" and click "Enable". Then click "Add category". We recommend adding several categories at once, so it will be easier to evaluate the subject of the questions. Immediately after this, your employees will be able to mark requests as non-targeted or assign other categories. The number of questions by category can be easily tracked in your Personal Account and take action in time. What
if there are no categories, but the matter is urgent? Statistics will help!
The LiveTex platform has an indicator that records random requests from clients. This is "Cancelled requests". Simple and clear, it measures the number of requests where clients themselves ended the chat, having barely contacted, that is, earlier than 20 seconds.
In your Personal Account, in the Analytics section, select Channels. Look at the Total Requests graph and its second version, Dynamics of Total Requests. Random requests that customers cancelled themselves are highlighted in yellow.
Let's take action!
Solution 1 is not radical. We accept requests, but respond with templates.
Study the chat history for the last few days. If you see that most of the questions are typical and easy to solve, create ready-made answers to them. Then the employees will cope in a couple of seconds, and the visitors will be satisfied. In your Personal Account, go to Settings, select Quick Messages and click Add Category. Here you need to define the operator group for which you are creating templates and name the folder (category) where they will be stored.
Example
You have a digital printing house, but you are constantly asked about offset printing. Prepare a quick message like this: “Good afternoon. I cannot advise on offset. We only do digital printing. But our partners have offset. Here is their website www.ofsetbest.ru and phone number +7 900 9999999».
Solution 2 is stricter. We do not deprive clients of a communication channel, but we limit their capabilities.
Add mandatory fields that need to be filled in before contacting. This could be the subject of the question, contact phone number/e-mail or client ID. Such measures will reduce the volume of random requests. How to set it up? In the Personal Account, in the "Settings" section, select "Pre-chat fields".
Solution 3 is the strictest, but honest. We limit online communication with clients.
LiveTex can be configured so that the chat becomes invisible when there are too many requests. Yes, this means that targeted questions will also remain unanswered. But sometimes it is wiser to do so, because:
you will avoid chaos in work when operators do not know what to grab onto;
you will be able to take a breath and sort out the problem;
You won't fool anyone with the promise of quick help - customers simply won't see the chat window.
In order for the system to understand when exactly to hide the chat, you need to set the maximum load or "Request Limits". This is the number of simultaneous requests that your operators can handle without losing the quality of service. In your Personal Account, in the "Settings" tab, select "Employees". Now mark the employees or select all and set the limits. Be guided by your experience. Advanced operators can handle simultaneous work with five requests, but beginners should not take more than three.
Limiting the number of simultaneous dialogues with clients
Quest #2. Neutralize a spammer or troll in the chat
Trolls can mock operators for a long time, insult them or simply distract them from work with questions like "is it true that it's dark at night?" or "oaotmtol alyvddvvt aaroaoao", repeating this 80 times. Even if the dialogue is ended, the troll will open the chat again.
We have described four evil quests and a few more good ways to complete them without losses for customer service.
Quest 1. There are more non-targeted requests from the site
Quest 2. The operator was attacked by a troll or spammer
Quest 3. Abnormally many requests, but few operators
Quest 4. Urgent issues are idle while operators sort out non-urgent ones
Quest #1. Reducing the number of non-targeted requests from the site
Untargeted requests are questions not social media marketing service about your services and products, but questions “just like that”, “out of curiosity” or even spam. Some people classify such questions as anything that is not related to the purchase, but this is wrong. The company's task is to create an atmosphere so that the client feels easy and comfortable on the site. And this means answering, helping, directing, advising, removing objections and much more besides sales.
Possible reasons for the influx of untargeted questions:
contextual advertising began to bring random visitors;
customers were not told what the new communication channel was for and were simply curious;
You are confused with similar companies and asked about services and products that you do not have.
Why are non-targeted requests dangerous?
They distract operators, waste working time that could be spent on sales and service. Clients with important questions end up in a queue without receiving help right away.
How to identify non-targeted requests in time? Create categories of requests
First of all, give employees the opportunity to mark such questions. To do this, go to the "Settings" section in your LiveTex Personal Account, select "Categories" and click "Enable". Then click "Add category". We recommend adding several categories at once, so it will be easier to evaluate the subject of the questions. Immediately after this, your employees will be able to mark requests as non-targeted or assign other categories. The number of questions by category can be easily tracked in your Personal Account and take action in time. What
if there are no categories, but the matter is urgent? Statistics will help!
The LiveTex platform has an indicator that records random requests from clients. This is "Cancelled requests". Simple and clear, it measures the number of requests where clients themselves ended the chat, having barely contacted, that is, earlier than 20 seconds.
In your Personal Account, in the Analytics section, select Channels. Look at the Total Requests graph and its second version, Dynamics of Total Requests. Random requests that customers cancelled themselves are highlighted in yellow.
Let's take action!
Solution 1 is not radical. We accept requests, but respond with templates.
Study the chat history for the last few days. If you see that most of the questions are typical and easy to solve, create ready-made answers to them. Then the employees will cope in a couple of seconds, and the visitors will be satisfied. In your Personal Account, go to Settings, select Quick Messages and click Add Category. Here you need to define the operator group for which you are creating templates and name the folder (category) where they will be stored.
Example
You have a digital printing house, but you are constantly asked about offset printing. Prepare a quick message like this: “Good afternoon. I cannot advise on offset. We only do digital printing. But our partners have offset. Here is their website www.ofsetbest.ru and phone number +7 900 9999999».
Solution 2 is stricter. We do not deprive clients of a communication channel, but we limit their capabilities.
Add mandatory fields that need to be filled in before contacting. This could be the subject of the question, contact phone number/e-mail or client ID. Such measures will reduce the volume of random requests. How to set it up? In the Personal Account, in the "Settings" section, select "Pre-chat fields".
Solution 3 is the strictest, but honest. We limit online communication with clients.
LiveTex can be configured so that the chat becomes invisible when there are too many requests. Yes, this means that targeted questions will also remain unanswered. But sometimes it is wiser to do so, because:
you will avoid chaos in work when operators do not know what to grab onto;
you will be able to take a breath and sort out the problem;
You won't fool anyone with the promise of quick help - customers simply won't see the chat window.
In order for the system to understand when exactly to hide the chat, you need to set the maximum load or "Request Limits". This is the number of simultaneous requests that your operators can handle without losing the quality of service. In your Personal Account, in the "Settings" tab, select "Employees". Now mark the employees or select all and set the limits. Be guided by your experience. Advanced operators can handle simultaneous work with five requests, but beginners should not take more than three.
Limiting the number of simultaneous dialogues with clients
Quest #2. Neutralize a spammer or troll in the chat
Trolls can mock operators for a long time, insult them or simply distract them from work with questions like "is it true that it's dark at night?" or "oaotmtol alyvddvvt aaroaoao", repeating this 80 times. Even if the dialogue is ended, the troll will open the chat again.