Different Customer Service Channels Edu Ppt

Slide 1

This slide covers information regarding the types of customer service channels such as chatbots, e-mail, video chat, and in-store appointments etc.

Slide 2

This slide provides an information regarding the chat as one of the channels to provide customer service.

Slide 3

This slide covers information regarding the advantage of live chat assistance and how it leads to greater customer satisfaction.

Slide 4

This slide covers information regarding dependency of businesses on chatbots to automate business tasks in customer service.

Instructor’s Notes:

How can chatbots be used to provide efficient customer service?

·      Implementing chatbots can be a smart method to provide fast service without making clients wait if the company receives repetitive inquiries

·      At the first point of contact, a company can use chatbots to reduce customer churn and make human handovers for complex issues

·      Customer service chatbots can be trained to anticipate customer’s needs and deliver relevant answers

·      With customer support chatbots, one can reduce the number of support tickets raised by addressing simple queries instantly

Slide 5

This slide covers information regarding dependency of businesses on messenger apps for business communication

Instructor’s Notes:

Benefits of using messenger apps in customer service:

·      Messaging apps are useful for learning how many of your messages are delivered and read

·      They can also be quite effective at providing knowledge about special offers and promotions

·      Customers do not have to wait to report their queries

Slide 6

This slide depicts the importance of social media in customer service. It shows how social media helps in effective customer engagement.

Slide 8

This slide depicts the written contact channels such as e-mail, posts, and web forms that the customers can use to contact the companies.

Slide 9

This slide covers how e-mail channel for customer service as become a powerful and low-cost customer service communication tool for a better customer experience.

Slide 10

This slide covers the benefits of using web forms to collect customer information. It also shows the use cases for web forms such as getting feedback, starting a conversation, and data collection etc.

Slide 12

This slide depicts the voice contact channels such as traditional phone calls and web calls that are used for urgent inquiries by the companies.

Slide 13

This slide covers the significance of phone-based support system and why customers choose traditional interaction method over website or any customer portal.

Instructor’s Notes:

Following are the tips for an organizations which relies on the voice calls for customer service:

·      Customer care executives must be trained with the proper customer service etiquette to keep a positive tone when conversing with customers over the phone to maximize the customer experience

·      Agents can make the conversations personalized by using the customer’s name and refraining from over-using templatized scripts

Slide 14

This slide depicts the benefits of web calling that a company can provide to its customers.

Slide 15

This slide depicts the benefits of using call backs such as reduced call wait times, improved customer satisfaction, and increased leads etc.

Slide 17

This slide covers the importance of face-to-face contact channel such as personalized and proactive customer service.

Slide 18

This slide covers how businesses increasingly use visual engagement like video chat channels to improve the customer experience.

Instructor’s Notes:

Here's how video chat can help businesses communicate more effectively:

·      Live video chat helps to identify issues faster in the first go and provides effective responses

·      When used for customer service, video chat allows you to pinpoint the exact problem in real-time and provide prompt solutions

·      Personalized interactions that build customer trust can be provided during chat sessions

·      Unlike reactive customer care channels, video chat (together with live chat and co-browsing) assist customers through difficult situations in real-time

Slide 19

This slide covers the importance of in-store appointments. In-store appointments in company’s physical surroundings makes a customer feel calm and at ease.