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13 tips how to improve your customer support

customer service cheat sheet for live,chat operators with examples of,responses this video is made by provide,support live chat team our company has,been successfully operating in the,market in the field of customer service,solutions since 2003 and we've gained,tons of knowledge about customer,relations we want to share our knowledge,with you and bring a personal touch to,online communication here are some,guidelines on how a customer service,agent can best handle the major key,points in a live chat conversation the,topics are how to start a chat how to,ask for more information or verify your,understanding of the question or problem,how to say I don't know how to transfer,how to put on hold,how to admit fault how to say no,how to follow up,how to handle complaints and angry,customers how to deliver on a promise,how to handle several clients,simultaneously how to treat those who,contacted the wrong chat how to wrap up,the call,how to start the chat use a proper,greeting,it may sound very basic but actually not,everyone does it right greeting is,important as it sets the tone for the,whole conversation quite often the,service agents fall into one of the two,extremes either their greeting is too,short and informal or too long and,formal both of which betray the lack of,respect and concern for the customer,greeting should be professional while,remaining friendly and personal at the,same time a good example would be hello,John thank you for calling provide,support how may I help you or you can,start with a shorter but more personal,greeting hello John,how are you doing we like this one as it,works really well many customers are,actually surprised by this question in a,good way probably because support,elsewhere rarely asks them this question,it instantly sets the rep on friendly,terms with the customer and the,conversation becomes less formal and,template-based,while keeping a business tone after the,customer confirms his well being you can,move on with perfect I'm really glad to,hear that how may I help you today or,you can express your sympathy if the,customer is not doing well I'm really,sorry to hear that is there anything I,can do to help you,if the customer starts the chat with a,description of his problem you can,respond in the following way hello Mary,I understand the problem and will be,happy to help you let's see what I can,do,if the customer did not provide his name,you can ask for it it will show your,concern and attention hello may I have,your name please once you have the name,make sure to spell it correctly how to,ask for more information or verify your,understanding of the question or problem,to avoid any confusion and a long chat,make sure you understand the customers,issue before giving your instructions or,offering solutions there are many ways,you can ask for clarification politely,let me check if I have this right let me,see if I have this correct you want me,to or you would like for me to if I,understand you correctly tell me more

The above is a brief introduction to Help Center, Live Chat & CRM

Let's move on to the first section of Help Center, Live Chat & CRM

Web Chat Tips and Techniques, Chat Support, Non Voice Customer Service, Digital Customer Service

hi welcome back to my channel today's,video as promised,we're going to talk about web chat tips,and techniques to,help you become better digital customer,service,expert let's begin,chris is on her favorite e-commerce site,reading reviews for the purchase of a,new juicer she,is considering she thinks she's ready to,make her purchase but first she has a,question about a particular part,of the company's return policy rather,than,calling them and sitting on hold or,emailing and waiting hours for a,response,chris taps into the quick web chat,feature,right in the lower left corner of the,e-commerce site,she is then connected to a,representative,within minutes,alrighty that was quite a different flow,this time,isn't it because we are so used to,listening to,voice calls and mock call practice and,that was kind of a different,feel because now we're talking about,non-voice customer service,or digital customer service through,web chat in my last video i talked about,the three essential skills that you need,to have,if you want to build a career in the,digital customer service industry,and i talked about some of the ways that,customers can reach,companies businesses and brands and one,of those is the web chat,feature that pops up on the business,or company's website or e-commerce,site and then the customer can just send,in a quick message and then we'll get a,response,so that was the case in the particular,chat,flow that i have shown you earlier and,we're going to talk about,some points to consider very important,tips,especially when you're just beginning in,this industry there are quite a lot that,i've listed here so i'm going to take a,look at my notes for sure,let's digest and talk about the best,practices,of web chat services so in that,particular chat flow,thor our customer service representative,started with a friendly greeting,he's casual but not too formal which is,what you,want when you're speaking with customers,online as you know it's a chat,so it's not too stiff not too over the,top professional,four our agent also speaks in speaks,or chat in a more conversational tone,and this is showing that he is friendly,and he is still professional so not over,the top,feeling close type of friendly by saying,that sure i'd be glad to answer your,questions,it gives the customer that feeling that,there,is a real human being behind the,computer,that speaks with her so it's a must,another thing is that he sounds natural,and real not just like the usual chat,bots that you will,encounter when you are messaging some,companies on social media or an other,web chat,service before we continue i do want to,let you know,that i've been working with multiply me,to strengthen my drive of helping people,get hired,and thrive in the bpo industry multiply,me is a bpo company that provides career,opportunities to filipinos,here in the philippines if you are,looking for job security,and valuable benefits while working at,the comfort of your home,then do sign up for our future,oppor

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Real Talk #16 - Calling tech support

hey everybody I'm Andrew and I'm more,egg and you are listening to key lips,hey guys welcome back to another Real,Talk,episode Real Talk is the series where we,take a close look at expressions that,are very important for everyday life in,an english-speaking country in this,episode we're going to learn how to call,a customer service number for tech,support tech supports technical support,right yeah so when you have a problem,with your phone or your computer or,another electronic device you can call,the manufacturers customer service,center and they'll help you try to fix,your problem they'll try to help,definitely yes like just doing this at,all can be a bit difficult and doing,this in English could be a real,challenge yeah I know in my experience,it can be really difficult to understand,the person on the other end of the phone,line so today we're going to take a look,at how to call a customer service centre,and we're going to help prepare you to,make a tech support call that maybe,you'll have to make in the future,okay so let's outline the plan for this,episode we will start by listening to a,call between a customer and a customer,service representative who is working at,a call center then we'll go on and take,a close look at the conversation and,examine all the key expressions you need,to know that sounds perfect,okay we'll take a listen to that call,right after this message,do you like listening to cue lips if so,please show your support by leaving cue,lips a five star rating and a review on,iTunes or stitcher this helps new,listeners find the show so don't delay,rate and review today thanks for calling,fast tech electronics my name is Ricky,how may I assist you,hey um I recently bought a pair of your,Bluetooth headphones and I can't get,them to sync to my phone I think they're,broken sure ma'am,I can help you with that but before,anything else can I have your name so I,can address you properly my name is,Andrea Gustafson okay thank you mrs.,Gustafson so your headphones aren't,working can I get the model number of,your headphones and of your phone too,I'm using an iPhone 7 and the headphone,model number is XL 909 have you tried,pairing the headphones and the phone,pairing I don't understand what that is,okay pairing is just connecting the,headphones and the phone together I can,help you pair your phone and headphones,but first I just need you to reboot your,phone how do I do that okay just turn it,off and then turn it on again okay okay,okay done okay now you need to prepare,the headphones to pair to the phone all,you need to do is press the button on,the left side of the headphones and hold,it down for five seconds okay,alright I've done that now I want you to,launch the Settings app on your phone,sorry I didn't hear you,what did you,please launch the Settings app by,tapping on the Settings icon okay okay,yep,done now tap the Bluetooth option okay,and finally select XL 909 okay yeah done,awesome your phone and headphones are,now paired and you

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How To Contact YouTube Support 2022 (live chat, email, community, twitter)

hey youtube are you there how come we're,not answering contacting youtube support,by phone is impossible,so in this video i'm going to show you,how to contact youtube support,via live chat email youtube help forum,and team youtube via twitter contacting,youtube via live chat and email,is only available to those creators who,are members of the youtube partner,program,which requires 4 000 watch hours and 1,000 subscribers,make sure you stay to the end of the,video where i show you a secret way to,get help from youtube even if you're not,a member of the youtube partner program,but for now i'll show you how to access,the youtube help forum,so you can get help from youtube even if,you're not a member of the youtube,partner program,let's go over the computer and i'll show,you how to do it first go to,support.google.com,forward slash youtube so at the top,we've got youtube help,help center and community so you can,describe your issue,and then you've got all these helpful,articles,from different topics you can also learn,and share,in the youtube community so you can join,the discussion where you can get in,touch with community experts and others,in the youtube help forum and then,you've got top contributors,are the most active and knowledgeable,people you'll find in the forum,you also got youtube help videos and,also got youtube,known issues hey if you're enjoying the,content so far,hit the subscribe button and click the,bell notification icon,so you'll be notified about new content,like this every week the easiest way,to get quick help is to just look at all,these particular articles so for,instance if i,want to get help with monetization,i can just choose monetize with youtube,help partner program,and then i just say like earn money on,youtube then i've got all these helpful,articles,now if you want to join the discussion,ask a question i can click on join,discussion or i can click the community,tab,so let's click join the discussion then,i can describe my issue,i can get recommended answers,and then i've got all these different,topics you can select from all these,topics,in the different categories if you don't,find what you're looking for,you can try asking the help community,keep in mind that the answers to your,questions will come from other users in,the community,as well as youtube staff click ask now,so you can create your question,for instance how to monetize my channel,click continue,then you've got related content that,might answer your questions,then you can select category say for,instance monetize with ads memberships,merch and more,platform ios,select i'm a viewer or creator so i'm,creator,then click continue and i've got to,describe my post,i'd like to monetize my channel check,the box it says subscribe to updates,check i'm not a robot and you can click,post now my question has been posted to,the youtube community forum,most questions will receive a reply,within 24 hours,and you'll also receive an email,notification when this happens you'

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How to implement Live Chat for customer support?

在此视频中，我将指导您完成Zoho Desk帐户上的实时聊天设置。,但是在此之前，让我们看一下Live Chat可以为您的业务做什么。,传统上，公司主要通过电话支持来支持客户。,但是，在每个客户上花费不必要的时间花费的劳动力成本非常高。,实时聊天是一种更加经济的渠道，可让您提供即时支持并同时,降低成本。,从本质上讲，Live Chat打开了客户与您之间的直接沟通渠道。, ,它在您的网站，帮助中心甚至您的移动应用程序上采用聊天窗口的形式。, ,由于此通道是异步的，因此代理可以执行多任务并同时支持多个客户,。,更好的是，他们还可以“转换新潜在客户”，完成更多交易并提供上下文,客户支持。,实时聊天也是最以客户为中心的支持渠道之一，因此，如果执行得当，,它会带来很高的客户满意度，并且在一天中,越来越受欢迎！,因此，不用费吹灰之力，让我们开始深入了解如何在Zoho Desk门户上设置实时聊天。,登录后，导航至“设置”标签，然后在“频道”下选择“聊天”。,我们将从向我们的网站添加实时聊天窗口小部件开始。,复制框中提供的代码，在您的网站代码中找到标签，,并将其粘贴到标签下方。,单击保存，然后刷新您的网页。,现在，实时聊天窗口小部件将添加到页面底部。,通过执行相同的步骤，您可以将“实时聊天”窗口小部件添加到,网站的不同页面,。在本视频的稍后部分，我们将介绍如何根据您的品牌形象,广泛定制此小部件。,现在，让我们将相同的小部件添加到我们的帮助中心。,您可能在Zoho Desk中拥有多个品牌的帮助中心。,因此，请确保在此下拉菜单下选择合适的一个。,现在，单击标题为“ Embed Float Button”的框。,下一部分将向您显示与我们之前选择的部门关联的座席。,这些代理将能够通过实时聊天查看和响应传入的消息。,如果您希望关联一个新的代理或删除一个现有的代理，则可以从此处进行。,刷新“帮助中心”页面时，您会在此处,看到类似的实时聊天窗口小部件。,我们的下一个任务是自定义添加到网页的小部件。,要开始此过程，请单击“高级设置”，您将被定向到Zoho SalesIQ。,首先，为您的聊天窗口选择一个基本布局。,这里有一些预设选项，因此我将继续选择其中一个。,现在，选择适合您的品牌标识的自定义颜色，然后选择,聊天窗口的大小。,根据您的偏好，您可以选择显示或不显示公司徽标。,如果您希望进一步个性化与客户的互动，则可以选择显示代理商的,照片。,一些公司可能不希望透露这些细节。,那也很好！,完成所有更改后，请单击“更新”并继续进行“配置”。,在此选项卡下，您可以设置聊天的等待时间，修改,聊天窗口的语言，并允许访问者选择要将聊天,分配给哪个部门。,通过为客户提供执行此操作的能力，您可以有效地分配工作量，,并确保每张票都交给合适的代理商！,您还可以允许客户打印其聊天记录或通过电子邮件将其发送给自己，,以便他们可以脱机实施建议的解决方案，甚至可以将其存储起来供以后使用。,有时，客户可能需要以文件和文档的形式与代理共享其他上下文,。,因此，请确保启用此选项。,如果您希望使对话更加有趣和有趣，可以切换“,在聊天窗口中显示表情符号”选项。,让我们继续到“字段设置”标签。,实时聊天不仅是支持您的客户和潜在客户的好方法，而且还是,一种获取有关他们的更多背景的方法。,有了正确的信息，您可以提供上下文支持，并参与,联合营销活动。,我们为您提供了一些基本字段，但是您可以根据需要自定义它们，并将,重要字段设置为必填字段。,在“响应消息”选项卡下，您可以选择启用预写消息或罐装消息,来问候您的访客，让他们知道您的支持人员当前是否忙碌，或者,在互动后感谢他们。,如果访问者在工作时间或节假日后访问您的网站，则可以使用,罐装消息告知他们，您的团队将尽快与他们联系。,为了获得准确的反馈，您还可以允许客户对对话进行评分。,当您必须评估代理人或确定使用Live Chat支持客户的能力,时，这将非常有用。您还可以在“ 窗口,小部件”标签下进行一些其他设置，其中大部分设置仅限于,聊天窗口小部件的外观和内容。,如果您想知道在哪里可以看到聊天请求，那就是,我们接下来要讨论的内容，以及如何使与实时聊天相关的流程自动化。,每次访客开始聊天时，您都会在 Zoho Desk门户,的“聊天”选项卡下收到通知。,所有正在进行的聊天都将在此处提供，并且在任何时间点，您都可以让,多个座席参加帮助台中的多个聊天。,为实时聊天配置直接分配规则可以帮助您,在代理之间平均分配工作量。,为此，请导航至“设置”标签。,在自动化下，选择分配规则，然后单击标题为“新直接,分配” 的框。,为规则指定名称和描述，并确定在创建或更新故障单,时是否必须应用此规则。,我们将选择第一个选项。,现在，单击“添加目标”以继续。,我们将选择标准为“频道是实时聊天”，以便,根据此规则分配通过实时聊天进入的所有票证。,选择您要分配票证的代理商或团队。,单击“保存”，一切顺利。,要自动执行与实时聊天相关的特定过程，您可以配置工作流程。,例如，您可以创建一个规则，在实时聊天对话后，每次客户留下负面,评分时，都会通知经理。,要配置此工作流程，请导航至“设置”选项卡，然后在“自动化”下选择“工作流程”。,我们将通过实时聊天将此规则命名为“负面情绪”。,因为我们希望每当公司收到负面的幸福评价时就执行该规则,，因此我们将选择一个适当的触发器。,设置与以前相同的条件，让我们继续前进。,我们想向支持或销售团队的高级人员发出警报。,因此，我们将选择通知销售经理。,单击保存，您已经成功配置了此工作流程。,我要向您展示的最后一件事是如何配置服务水平协议,或SLA规则。,因为我们期望实时聊天对话的周转率很快，所以SLA可以帮助,您确保代理商始终满足客户的期望。,要创建新的SLA，请导航至“设置”下的“升级”。,点击创建新SLA，选择执行时间，然后添加目标。,设置您的响应时间和解决时间，并添加有关要将票证升级到的,人的详细信息。,配置代理将收到的通知的类型以及必须执行的操作。,如果需要，您可以在此过程中添加多个级别的升级，以使其变得万无一失。,令人困惑的是，这是实现实时聊天时可以参考的最终清单,。,首先，尝试从一小部分客户和一小部分代理商开始,。,该频道需要一些时间来习惯，并且您不想被,众多客户的问题所淹没。,从小处着手，然后逐步扩展。,不要着急，请花点时间确保您实现实时聊天目标。,‌设置实时聊天时，请不要忘记在Zoho Desk中,配置准确的工作时间。,这些时间将确定客户何时可以与您的团队互动。,错误的信息或缺乏沟通会导致不良的客户体验。,‌设置初始消息以问候您的客户，并在必要时,添加罐头消息。,这些消息可以帮助您的代理快速回复，并确保听到客户的声音。,如果您从客户那里收到许多类似的问题，则预设消息可以帮助您节省大量,时间！,因此，请始终做好准备。,最后，最大程度地自动化流程，以节省时间。,目标应该是创造一个可以自行运行的，运转良好的机器。,这样，我们将退出。,如果您对此视频有任何疑问，或者对您有任何帮助，请确保,在下面的评论部分中给我

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Help Center app for Shopify: Help Desk ticketing, live chat, order management for customer support

welcome to help center's help desk,ticketing feature we are thrilled to get,you started,to begin using help desk,you have to create a first user that,will be your team leader,this user will have all the necessary,permissions to set up your help desk,account such as adding mailboxes social,and live chat accounts creating agents,and so on,once it's done you'll be brought to the,main dashboard,under the help button at the bottom,right corner you will find the key,onboarding tips for a smooth start,they will guide you through all the,major setup steps in your account,settings at the top left corner of your,screen you will also find a setup,checklist containing the most valuable,ticketing service features and tips and,the settings sections with all the setup,options of help desk let's learn how to,prepare your help desk for a quick start,first we'll learn how to add a new email,account from the settings menu,go to email channels and click on add,email type in the email address give it,a name and click create during this step,you can add as many inboxes you need in,case you want to support several stores,or different inboxes of the same store,next you will be asked to finish the,setup of receiving and sending emails,which you can do in a few simple steps,number one if you want to start,receiving emails on your help desk app,enable email forwarding on your email,web server you can do that by copying,the provided link and following the,instructions on your email address,provider,once you're finished send a test email,to check if everything is intact,number two for sending emails there are,two options you can either send emails,through a help desk server which doesn't,require any additional setup and is,highly recommended for a free trial or,you can send emails through your emails,provider server it's important to note,that this method requires a few custom,smtp setup steps,detailed instructions on how to set up,an smtp are also available,it's now time to assign the agents who,will work with each particular inbox,which is done by simply clicking the,toggle switch next to a specific email,address after this you can set the other,options such as office hours auto,responses and default templates,once it's all done all the emails sent,to your added mailboxes will be,delivered directly to the help desk,ticketing system where you can not only,access them but also reply to your,customers directly from the same place,next we are going to create an agent you,can have an unlimited amount of agents,to work with your customer emails live,chat and facebook messenger inquiries so,from the setting menu go to users and,click create a user,in a new window enter the required,details then click,invite once an agent or a team leader is,created simply assign them to the,necessary channels via the email account,settings and that is it with help desk,you can also add a live chat to your,store to do so simply go to settings,click on live chat channels and choose,add live chat en

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How to Call Customer Support in English

Vanessa: Hi, I'm Vanessa from SpeakEnglishWithVanessa.com. ,Have you ever had to call customer support and hated it? Let's talk about it. ,This past Christmas, I bought my mom this photo scanner for Christmas. She could save ,all of our old childhood photographs, but there is a problem. It makes a really strange ,sound. I've been delaying calling customer support for so many months. I feel so bad that I've put it ,off for so long, but I have decided to take you on the journey with me. I want to help you feel ,confident calling customer support, or maybe you work at a customer support center ,and you need to have the right expressions and the right phrases to do your job accurately and well. ,So today, I want to help you call customer support in English. ,You are going to be listening to me call customer support for this photo scanner, and I will be ,explaining some common expressions that you hear the support guy say. And that hear me say. I hope ,you can feel empowered to use these expressions yourself. And like always, I have created a free ,PDF worksheet with all of today's expressions, phrases, ideas, and tips so that you never ,forget what you've learned. You can click on the link in the description to the free PDF ,worksheet for today's lesson. Plus at the end of the worksheet, you can answer Vanessa's challenge ,question. Make sure that you click on the link and download it today, and let's get started. ,When I call customer support, I'm going to attempt to quickly describe the problem that I'm having, ,which is the scanner is making a strange noise. And then the customer support person is going to ,help me figure out what the problem is. This is called troubleshooting, troubleshooting. ,So we might say, "Hey, let me help you troubleshoot." Or, "Let's trouble shoot a few ,things." So they might not know exactly what the problem is immediately, but they could say let's ,troubleshoot a few things. We're going to try this, then we'll try this. Then we'll try this. ,Overall, we're trying to come up with the answer, the solution, let's troubleshoot. ,Okay. Are you ready to see some troubleshooting? You'll seem me give the support number a call ,and we'll just see what happens from there. Let's watch. All right. Let's call and see how long I ,have to be on hold. Speaker 2: ,Thank you for calling Plustek Technology, the leader in imaging and surveillance solutions. ,Your call may be monitored or recorded for training purposes. ,If you know your party's extension, please dial it now. For technical support, ,please press one. Vanessa: ,All right, let's take a quick pause. There are five phrases that I want to talk to you about ,in that short clip. Yes. I know five phrases, but a lot happens at the ,beginning of this conversation. First, I used a wonderful expression, to be on ,hold. To be on hold. I'm not holding something, it just means I'm waiting. ,So if you work in customer support, th

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CHAT SUPPORT INTERVIEW QUESTIONS with SAMPLE Answers and Insider Tips | Non Voice Customer Support

hey welcome back to my channel today's,video,is a continuation it's been a long time,coming,from my top videos on this channel which,are the call center interview questions,and answers,with insider tips and i thought that,those videos were very helpful because,you watched them,so much and so i decided to create a,part,three for you because why not,for this particular video we're going to,talk about live chat,sample interview questions and answers,with,insider tips i have prepared five,questions for you with sample answers,and the next five questions will be next,week friday since i don't want this,video to be,so long but i do want to include as much,details,as possible the first question is,what do you think makes for great,customer service i think,even though it's live chat email or,voice there's always going to be a,question about customer service,so my insider tip is regardless of your,work experience you should do your,research especially when you know that,you're applying for a customer service,position,it gives the interviewer the information,about how familiar you are,with the role and whether or not you,know the basics of what,are required from you as a live chat,agent and i did answer a lot of customer,service questions,in my first and second video as well,as another video on a series called get,hired in 2020 so you may want to check,that out as well,the sample answer is great customer,service means,genuinely listening to the customers and,empathizing with them,and their situation it involves hard,work and using,problem solving skills to help the,customer,find the best solution to their concerns,at the end of the interaction the,customer should have an,understanding of the situation and walks,away,satisfied so even though let's say you,don't,have a work experience related to the,contact,center industry or call center industry,then you can still,leverage your experiences back in your,previous industry,so for example you've worked in the food,industry as a waiter or maybe,in a hotel industry as a receptionist so,anything that has to do,with customers can be leveraged as part,of your,experience now if you really haven't,worked before,you're a new graduate or this is your,first time working ever,again you can always leverage your,experiences,back in school or in your community,or any interaction that you might have,with,customers or maybe not necessarily,customers,but people in your community in general,moving on to the second question what,skills,can you bring to our live chat team,so again don't panic even though you,don't have live chat experience,it's still possible that you will get,the job,so my insider tip is to go back to the,job description,and review the qualifications or the,requirements or the skills needed for,this type of job,and i'm saying this because you'll have,an idea of what the company,is really looking for when it comes to,their live chat representative,just by looking at the job description,now this question gives you

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Call Center Conversation #10 what tech support is really like

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Call Center Conversation #08 what tech support is really like part 2

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