In today’s rapidly evolving and fiercely competitive business environment, delivering outstanding customer service is absolutely essential for achieving success.
One of the most powerful methods to enhance customer satisfaction and drive sales growth is through the implementation of a Live Chat software solution, to effectively handle inquiries from all channels.
“Sobot’s Live Chat is not just a simple tool but an integrated platform to help business truly understand customers and provide amazing service. We propose a 3S-principle that should be applied in the entire customer journey.” said Leo Chin, VP of Product from Sobot.
Wonder how to apply 3S-principle in every crucial point to deliver exceptional customer experience? Here’s how Sobot crafts different features throughout the entire journey of customer engagement.
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3S-principle of Live Chat Solution
Seamless Connection: Unify All Channels in One Platform
Holding dozens of channels at the same time is extremely challenging. Let’s say if you own a business, with multiple touchpoints, you may find customers coming in from all directions at irregular intervals, making you dizzy and busy until you don’t know how to handle all the queries timely.
Sobot manages this problem by offering an omnichannel platform to seamlessly integrate various communication channels.
Customers from website, social media, App and SMS now can be directly connected to agent, which means agent doesn’t need to consistently switch channels, accounts, knowledgebases, or relevant CRMs. As for the content of inquiries, be it long email or short online chat messages, will be organized and displayed in one way: listed as conversation messages. One of the key advantages of an omnichannel platform is its ability to release agents for more tasks. This means that agents can focus on handling more complex and critical customer inquiries, which performs as the prerequisite for more personalized customer service.
Click image to learn more about Omnichannel feature
Solution-oriented: Empowering Agents, Delighting Customers
Sobot focus on the goal of solving problems while making customers happy, a core value embedded in Sobot’s vision. This approach helps Sobot Live Chat software focus on providing instant personalized resolutions to customer queries and concerns, ensuring that customers receive prompt and effective solutions to their problems.
During a real-time chat, when a customer is texting, the agent can see what is being typed, so as to anticipate the customer’s question and answer it faster. It enables agents to quickly identify the root cause of a customer’s issue and offer appropriate solutions. Agents can access relevant knowledgebases, FAQs, and canned responses all in one page, ensuring that they have the necessary resources to provide accurate and helpful information.
And if customers have visited before, all the past engagements will be well-stored in Sobot’s CRM. Agent will know what they’d asked for, how they’d been answered and why they’d come here twice or more. It equips agents with decision-making authority and problem-solving advantage, enabling them to handle complex issues and provide personalized assistance based on different profiles, which delights customers surely.
Click image to view more about Live Chat workbench
Supervisor Support: Manage and Optimize Team Performance
In addition to the features mentioned above, specifically for front-line agents and customers, Sobot also provides the management feature offering powerful capabilities for supervisors to effectively monitor and optimize the performance in contact center.
With real-time monitoring, super admins can have a comprehensive view of agent activities, allowing them to identify areas where additional support or resources may be required. For example, if a particular skill group is experiencing a high volume of customer inquiries, the super admin can quickly increase the number of staff members in that specific group to ensure prompt response times and minimize customer wait times.
Additionally, super admins can view key performance indicators (KPIs) of all agents and skill groups in a holistic and comprehensive manner, such as customer satisfaction score, first contact resolution rate, response time, and agent utilization, etc. This enables them to gain valuable insights into overall performance trends and identify areas for improvement.
Furthermore, the comprehensive results analysis provided by the management feature enables managers to have a detailed understanding of agent performance and customer satisfaction. By examining individual agent KPIs and customer feedback, managers can identify strengths and weaknesses and implement targeted training or coaching programs to further improve agent performance.
Click image to learn more about Reports Dashboard
The 3S-principle of LiveChat solution provided by Sobot, as discussed above, is a powerful framework for delivering exceptional customer experience in contact center. By following this principle, businesses can seamlessly connect with their customers across various channels, provide solution-oriented assistance, and receive supervisor support for optimizing performance.
Contact Sobot team now to get a free trial on Live Chat, and start to enhance your own customer experience!
