Help desk contacts store essential information about your customers, including their name, email, phone number, and other personal information. In addition, help desk software like LiveAgent enables you to create custom contact fields to store unique information about your contacts, such as their shoe size or car model.
LiveAgent’s contacts feature can store the following information about your customers:
To create a new contact, simply click on the orange Create button. To view/add/edit existing contact information, click on the desired contact and fill in/adjust the necessary information.
6. Set a code name for your custom contact field. This could be something like “hair_color” or “country.” Please note that the code can only contain lowercase letters, numbers, hyphens, or underscores. No spaces are allowed.
Alternatively, you can also create a unique contact field directly in your contacts. To do so, please:
Creating thorough contact cards can help your agents provide better service for your customers. The more information you collect, the easier it will be to provide knowledgeable and relevant answers to customer questions.
For example, let’s say you work in the automotive industry. A potential customer has been interested in a Mercedes AMG but is still on the fence about making a purchase. If you record this information on their contact card, including any extra specifications in the notes section, you will be able to leverage them in the future.
The next time they contact you, you can impress them by remembering the model and brand of car they were interested in. They won’t have to repeat their wants and needs, which most customers consider poor customer service.
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Filling out contact cards can also help you personalize your sales, marketing, and support efforts. For example, let’s say a potential customer contacts you via email. They have a question about a particular pair of shoes, namely their price.
The potential buyer wants to know if there’s a discount and if there will be one in the future. By recording this information on their contact card, you’ll be able to reach out to them proactively once the product goes on sale. You could do this by postponing the ticket inside your ticketing system until the sale is live.
You could go a step further and even check their shoe size in their contact card. Then you could reach out to the customer and say that the product they’ve had an eye on for a few weeks is finally on sale, and you have a pair in their size. This type of customer service is what customers desire –going the extra mile, as stated by Shep Hyken, the customer service legend. What’s more, you can be sure that you’ll gain a loyal customer and brand advocate after this type of interaction.
By creating exceptional customer experiences with personalized and knowledgeable service, you’ll keep your customers satisfied with your company. Keeping them happy can lead to long-term relationships and provide additional advantages such as favorable reviews, brand advocacy, and repeat purchases.
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The more satisfied your customers are with your service and marketing efforts, the more purchases they make. They also bring in new customers by recommending your business and sharing their positive experiences with friends and family. If you keep providing exceptional customer experiences, you’ll create a beautiful cycle of happy, loyal customers bringing in new customers that keep generating new revenue.
Want to learn more about help desk contacts? Check out our knowledge base, academy, and blog that cover all there is to know.
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