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One thing that companies realize and accept is that “Customer is the King,” hence, providing excellent customer service is at the top of their goals. Without the customers, there will be no business to run. In today’s business where customers have higher expectations, disloyalty is common at the earliest sign of dissatisfaction. Should a business want to thrive and stand out in the competition, excellent customer service and good technology to carry out customer service strategies will help you get there.In order to deliver best service experience a customer can have, it is important to know the tools that can be used. These tools allow agents to be efficient with their jobs. According to this survey, 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications so it is important that customer service reps are equipped with the right kind of tools to efficiently do the job they are required to do.Here are the best common tools to help manage customer service online:Mobile AppsMobile application is one effective approach of communicating real-time with customers. The world today is going mobile and many companies realize the importance of mobile customer service. Mobile customer service app or SMS text support service to provide customer service on-the-go is becoming a preferred channel of communication for customers. It is reported that an estimated 2.5 billion people around the world use messaging apps and it is expected to be up by 3.6 billion by 2018.A study mentioned that, there are about 86 million consumers who prefer to shop using smartphones. Companies who can best understand how to engage their customers through mobile system can capitalize these market and optimize the use of mobile platform in providing best service online.Customer Relationship ManagementCRM is an effective tool that organize business contact information and allows communicating with your clients in a time-efficient manner. It can sync different departments which allow for everyone to get a top-view of the business.The CRM cannot provide the service a customer may demand all by itself. It requires the help of other tools to make it work at its optimum level. One of these apps is the computer-telephony integration or CTI which automatically logs and connects data to the CRM, viewable through a single, popup feature. In order to be efficient, the agent must have a 360-degree view of the client to provide a higher customer service level and better customer experience.Tenfold is one of the most notable CTI apps that has its ability to integrate phone systems with CRMs, but more than integration, it has evolved into a software that captures every business interaction from all communication channels such as phones, texts, emails, and live chats and combine it with aggregated data from other systems of record such as ERP and help desk then display everything in a single, unified view.Self-Service SystemSelf-service system is currently on the rise, this set up is convenient for customers who prefer to solve their problems on their own rather than prompt or call customer service. Finding answers efficiently empowers customers. Self-service does not mean that customer service representatives are doing nothing, support need to be always ready when customers prompt for assistance.System should be regularly updated to company information that customers should know such as new products, new process, sales, and others in order to be efficient. An optimized self-service customer experience ensures that customer will continue to prefer this option of customer support the next time.Social MediaSocial media as customer service tool is different from managing your personal social media account. It is an essential tool in engaging customers and building strong relationship. Social media when combined with great CRM system enhance customer service, it is an opportunity to demonstrate how you respond with your customers’ concerns quickly. It can be an advantage for companies that optimize its use and a downfall for those that don’t.

You should use apps that will let you sell more and help you build a long-lasting relationship with your customers. That’s why you should consider applying LiveChat help desk software. This simple, yet robust solution has already helped 23k companies of all ranges and sizes to deliver quality customer service and increase conversion rates.According to the research “many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.”In addition, customers who chat are much more satisfied than customers who use traditional communication channels (phones, emails). With LiveChat on board, you can deliver real-time service and react to customer queries immediately.To begin with, LiveChat provides web, desktop and mobile apps (iOS, Android). Thanks to them, you can accept chats from visitor form very place.The tool lets you proactively engage visitors in conversation and lowers cart abandonment. Basically, the app enables you to set up sending personalized chat invitations that are triggered after a visitor performs a particular action on your website. For example, such messages can be sent when a client reaches a specific cart value, spends a lot of time on a checkout page or when a payment hasn't gone through. You can ask whether he needs assistance, offer your advice and help to finalize the purchase.The solution will also help you catch leads. It offers integrations with the most popular lead generation services including HubSpot or MailChimp, Zapier or Zendesk. Thanks to them, you can automatically send data from LiveChat to your CRM or email service and widen your list or leads.Above and beyond, LiveChat comes with a built-in ticketing system that enables you to handle all support activities from one place. You can also take advantage of an offline ticket form that can be displayed on your site every time you need to log off the app. Visitors who come to your page will see that you are unavailable, however, they will be able to leave their questions and emails. The tickets will be sent to your email address so you can write them back once you go back to work.The application provides plenty of other features (analytics, chat tools, visitor tracking, etc.) that may help your business by a mile. The big advantage is that you can test it for free and check if it works in your case.

These days, companies use thousands of big and small tricks to improve their customer engagement rates — from welcome emails to surveys and quizzes, to even one-to-one conversations with customers.For me, it’s always about onboarding your users first, so that they will feel comfortable using your services and have no difficulties with it whatsoever.It’s especially important if you offer some kind of a software or a tool. If your product has more than two features in it, you should definitely think about your onboarding strategy.What I personally mean by onboarding is the following:welcoming your new customers;motivating them to use basic features of your product right from the beginning;gradually explaining more advanced features of your product;giving your customers a way to communicate with you at all times.The very basic example can be a welcome email from a CEO or CMO, where they just say hi and shortly explain what their company stands for. Then you could add a tooltip tour, which will guide your customers through your product. And adding a live chat button to your website to give your customers an easy way to get in touch with you is always a great thought.Here’s, for instance, how we at HelpCrunch present a personal onboarding assistant (yeah, we have one) via an automated email:This pay people can see they have a designated person that is there to answer any questions they may have. Being a customer communication platform ourselves, we pay a particular attention to the onboarding process.Naturally, there are tons of ways to organize your customer onboarding. There are tutorials, contextual guides, docs, even blog posts — basically, anything you can think of to explain your service.We’ve all been there and know how confused one can feel when seeing an unfamiliar dashboard for the first time.Your ultimate goal should be to make that dashboard as familiar as possible from that very first login. Otherwise, when users log out, they will most likely never return.