Do you often experience an overload of customer inquiries? Are your customers often dissatisfied with customer service because of the waiting time?
Customer satisfaction has never been more important. Satisfied customers can become loyal customers, which is the ultimate goal. Even a factor, such as live chat waiting time can contribute to the overall satisfaction. If you do not pay attention, you can easily lose customers to your competitors.
About 73% of customers say that valuing their time is the most important thing that companies can do to provide good customer service.
Let’s face it. Nobody wants to wait in a line. Therefore, LiveAgent created a Live Chat feature called maximum queue length in order to improve customer satisfaction. Moreover, your company can easily manage agents’ shifts as well as their daily workflow.
- Saves time
- Efficient workflow
- Improved customer satisfaction
- Better CX
- Saves money
How does it work?
You can easily define the max queue limit in the live chat button settings.
When the queue limit is reached, the chat button automatically changes its availability to offline or is completely hidden from your website.
Naturally, when the queue is back in the limit, the live chat button appears again with the online status.
As we mentioned, the live chat has the ability to act as an offline button if there are too many visitors/customers waiting in the chat queue. This helps eliminate customer’s frustration when the chat queue is long.
If you set up an offline chat button, a pre-chat form is shown to the visitors. Therefore, they can still contact you by submitting their email address, which gives you the opportunity to contact them later.
This creates appropriate expectations and saves time both for the company and the customers.
Create multiple chat buttons
LiveAgent allows you to create online chat buttons for specific departments, such as your customer support and customer service. Moreover, you can set the online chat buttons for specific URLs. When creating them, you can define different max queue lengths for each button. Therefore, creating an effective workflow as well as providing a great customer experience.
If you would like to learn more, read LiveAgent – Live Chat.
Let the experienced agents handle the difficult chats
In order to save time and resources for your company and customer, you need to be efficient. Prevent customers from waiting too long in a queue. It is optimal to give some of your agents an option to transfer difficult chats to experienced agents. As a result, you can efficiently allocate the time of your agents and improve waiting time in a queue.
Use canned responses
If you decide to try LiveAgent, definitely utilize canned responses to improve the waiting time in a queue. It can save your agents a lot of time, especially with repetitive inquiries. However, use them wisely, do not abuse them. Try to personalize them. No one wants to talk to a robot.
If you would like to learn more, read LiveAgent – Canned responses.
Want to set up a waiting time in LiveAgent?
Here is a step-by-step guide to set up a max queue length in LiveAgent.
Ready to give it a go?
Start improving your customer service right away with a 14-day free trial and test all the available features of LiveAgent.
Many businesses do not respond or follow up with customers through email, leading to frustration and dissatisfaction. Customer service templates can help improve efficiency and provide consistent messaging. Templates can be used for a variety of scenarios, including auto-responses, checking in with customers, apologizing to angry customers, responding to feedback, and more. Using templates can save time, reduce human error, and improve the overall customer experience. LiveAgent is a highly-rated customer service software that offers a free 14-day trial.
How to conduct a customer survey
Customer satisfaction is essential for the success of any business, and one effective way to measure it is through customer surveys. However, it is important to ask the right questions, at the right time, and use the feedback to improve satisfaction. Nicereply and Simplesat are customer feedback tools that can help with this process, integrating with LiveAgent to measure satisfaction in various ways. There are different metrics to measure satisfaction, such as customer satisfaction score and net promoter score, and different ways to distribute surveys, such as embedding it into signatures or sending it out automatically after a ticket is resolved. It is important to ask follow-up questions and organize the feedback to make sense of trends and take action accordingly.
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A customer service queue is where support tickets from various channels are stored for customer support teams to respond to. Efficient queue management is important to minimize wait times, improve support quality, and increase agent efficiency. There are different types of queues including email, call, and live chat queues. Effective support queue management can include strategies such as first in first out (FIFO), prioritizing support requests, segmenting tickets by category, setting up Service Level Agreements (SLAs), creating a support workflow, empowering support teams, leveraging self-service options, and ensuring easy ticket handoffs.