Future of CX

How to speed up customer service with a small team

Jeremy DSouza
.
Nov 2
.
6-8 mins

Table of contents

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Speed up customer service with a small team

Faster resolution and quicker service has always been associated with having a larger customer support team. But what if you didn’t need one?

What if you could serve your customers faster without a large team?

How you can speed up customer service with a small team?

1

Use automation

Back when you received fewer support requests, it made sense to do it all manually. But now, they’re flooding in. They’re too many to handle manually and, to be honest, you don’t need to anymore.

Why make a human do the things that a machine can?

Around 80% of all customers are repetitive. It just does not make sense to have your customer support agents handle them again and again on a daily basis.

An intelligent, AI-driven chatbot could answer all of these questions with great ease and speed. Whether you agents are online, taking a break, or even sleeping, your chatbot is always there to take care of your customers, 24/7.

2

Use a live chat system

When you serve your customers over phone calls, you can only attend to one of them at a time. And, it’s a longer process.  

With a live chat system, you can handle multiple conversations simultaneously. And, your customers don’t have to deal with a tiresome IVR.

To make it even better, if you use your live chat system along with a chatbot, you’ll be able to speed it up even further.  

With a pure best chatbot solution, you’d be able to answer all repetitive questions really fast, but there still would be a wait involved to get the complicated ones answered. If you only use live chat, your agents would be swamped with the repetitive ones and not be able to answer the complicated ones as fast as you’d like them to.

But, by combining them, you’d be able to have your bot handle all the routine ones and transfer the complicated questions to your live agents, in real time. Nobody needs to wait.

3

Automate conversation routing

How annoying is it for you to have a conversation with one agent, and then have them tell you that they don’t have the expertise to resolve your issue and you’ll have to speak to someone from another department?

Sure, you can have a supervisor route conversations, but what if you could route them automatically and fast? (move over, IVRs.)

With Engati Live Chat software, you can route conversations based on the subject matter to the agent most equipped to handle them.

Our contextual conversation routing is sure to speed things up for you.

4

Use responses

You don’t need to manually type out every single message. Especially not the ones that you need to send over and over again.

Instead, you can expedite the process by using what we call ‘Quick Replies’, a set of pre-saved message templates that you can either send directly by clicking on them, or tweak and personalize them before shooting them over to your customer.

You can even add to the set by saving your own message templates for future use.

5

Leverage insights from analytics dashboards to train your bots

Our dashboards give you a lot of insights, including insights on how kinds of questions are being asked most often.

If a whole lot of people are asking you a question and your bot can’t answer it, it’s worth training your chatbot to answer all variations of that question.

This will make sure that the bot handles the question on its own and the agents can attend to other customer issues.

6

Use a OneView inbox

Yes, you need to engage your customers on all the channels that they want to converse with you over. But it can be hard. Hopping across multiple platforms in order to answer all their questions is not a situation you’d want to find yourself in.  

It takes a whole lot of time, and you run the risk of missing out on a few conversations.

When you funnel them all into a one-view inbox though, that makes life much easier. Our one-view inbox allows you to find all your conversations in a single place and answer them all much faster.

7

Understand the customer better—integrate with a CRM

When you integrate your chat system with a CRM, you gain a far deeper understanding of your customers.

You understand their needs, their wants and their pain points. Now, you can curate your offerings for them.

Since you’ll also have their conversation and purchase histories visible to you in one place, you’ll have context and not need to as ask many questions you’d normally have to.

8

Assess agent performance

Monitor your agents over our dashboards. Gain insights regarding individual as well as team performance, see who’s meeting your SLAs, and reward them.

Now your agents know that they’re being watched and that their efforts will be rewarded.

Engati is listed as the top customer service software in 2020 by Software World.

Speed up your customer service with Engati

Use our chatbots & live chat services to make sure that you serve all your customers fast, without any delay, even. with a small team.

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Jeremy DSouza

Jeremy is a marketer at Engati with an interest in marketing psychology and consumer neuroscience. Over the last year he has interviewed many of the world's brightest CX, AI, Marketing, and Tech thought leaders for Engati CX.

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