How to increase customer loyalty and employee cohesion
3 March 2023
We are establishing interaction between different support lines
Depending on the level of complexity, all calls to the support service are distributed between the lines. The speed of response and the degree of customer satisfaction depend on how convenient it is for employees to communicate with each other.
In this article, we will discuss how to establish effective interaction within the customer support service.
In this article, we will discuss how to establish effective interaction within the customer support service.
How Customer Support works
Even in small support teams, line separation is practiced. Most often, there are three lines of support, aptly called first, second, and third.
The first line of support takes care of simple issues that can be resolved quickly. If the employee cannot deal with the client's problem, they create a request and passes it to colleagues from the second support line.
The second line deals with issues that require a deeper knowledge of the product or service, and the third line receives highly specialized cases that require serious improvements in business processes.
In addition to the three main ones, companies often connect the so-called zero support line, which implies a self-service mode for customers. The Zero line can exist as a separate page on the site with useful materials and FAQ, or as a separate portal where customers can independently perform some administrative functions, for example, activate licenses or add users to their system.
Zero line support allows the company's clients to independently solve simple issues 24/7.
The first line of support takes care of simple issues that can be resolved quickly. If the employee cannot deal with the client's problem, they create a request and passes it to colleagues from the second support line.
The second line deals with issues that require a deeper knowledge of the product or service, and the third line receives highly specialized cases that require serious improvements in business processes.
In addition to the three main ones, companies often connect the so-called zero support line, which implies a self-service mode for customers. The Zero line can exist as a separate page on the site with useful materials and FAQ, or as a separate portal where customers can independently perform some administrative functions, for example, activate licenses or add users to their system.
Zero line support allows the company's clients to independently solve simple issues 24/7.
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How to establish interaction between support lines
Satisfaction with the company, and hence the success of the business, will depend on the coherence of the work of different customer support lines.
Create a separate platform for all incoming client requests, in which all agents will work.
For example, the omnichannel Rox.Chat platform supports all the main communication channels (email, WhatsApp, Telegram, online chat) and allows you to collect requests from customers in a single, convenient interface.
Create a separate platform for all incoming client requests, in which all agents will work.
For example, the omnichannel Rox.Chat platform supports all the main communication channels (email, WhatsApp, Telegram, online chat) and allows you to collect requests from customers in a single, convenient interface.
Implement tools that will facilitate and simplify the work of support staff, for example:
- the ability to divide clients into categories in order to correctly distribute requests among employees and collect detailed statistics on the work of the department;
- ability to customize canned responses to clients;
- connect a scenario chatbot with canned responses to save time on the first support line;
- routing, or the rules that provide consistency and order to the support department's output. By routing chats between agents and bots, you can automate the distribution of incoming requests and greatly simplify working with them.
Establish interaction between different lines.
Tools for interaction between employees should be simple and understandable. Good tools for internal interaction should meet the following characteristics:
Rox.Chat services will help to ensure fast and well-coordinated work from your team of support line specialists, which your customers will appreciate. The Rox.Chat platform makes it easy to integrate with ticket systems, and the agent's workplace is equipped with all the tools for convenient and productive work.
- agents have an internal chat in which you can quickly consult with colleagues in order to return to the client with the correct answer in chats
- it is possible to forward the chat to another agent without having to change the platform.
Rox.Chat services will help to ensure fast and well-coordinated work from your team of support line specialists, which your customers will appreciate. The Rox.Chat platform makes it easy to integrate with ticket systems, and the agent's workplace is equipped with all the tools for convenient and productive work.
Visual technical support to increase customer loyalty
The Rox.Chat omnical platform for communicating with customers on websites, in messengers, and on social networks now includes a video call function thanks to integration with RichCall.This approach improves response time to any customer requests and helps build customer loyalty.
Rox.chat provides effortless connectivity with all of them.
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