CX Manager Efficiency Guide - (1) Chat Support Edition
Channel Talk
7month 3days
- Quick Tips
The Secret to Finishing the Same Work 30 Minutes Earlier as a CX Manager
Have you ever found yourself stuck in a cycle of endless conversations, pushing back that project you promised to start this year? As a CX manager juggling multiple tasks while handling customer interactions, efficiency becomes your best friend.
Channel Talk is here to revolutionize your workday. Our platform offers a suite of features designed to minimize repetitive tasks and allow you to focus on what truly matters – your customers. Mastering these tools not only boosts your productivity but also paves the way for career growth as a CX manager! 🏃🏃♀️
In this series, we’ll unveil the secrets to using Channel Talk effectively. If you're a CX practitioner, you won't want to miss this.
Are You Facing These Challenges?
Exhaustion from Repetitive Chats: Do you feel drained by the constant stream of similar customer queries?
Delayed Problem-Solving: Is the sheer volume of information you need to process slowing you down?
Late Work Hours: Are you working late into the night due to an overwhelming number of chats?
1. Create Response Templates During Chats
Not using response templates yet? You’re missing out!
At Channel Talk, our CX team has harnessed the power of over 300 response templates, and the results have been phenomenal. Response templates allow you to save and quickly retrieve pre-written messages, dramatically boosting your efficiency. The best part? It’s completely free!
If you often find yourself copying and pasting frequently used responses from previous chats, make sure to register these as response templates. Simply type a slash (/) in the chat input box to quickly pull up a template.
Did you know you don’t have to leave the chat window to create a response template? You can add a message you’ve just sent to a template on the spot. Here’s how:
✅ Follow these steps:
Hover your mouse over the sent message.
Click the vertical dots icon.
Select “Create Response Template.”
2. View Only Essential Customer Information During Chats
Imagine a customer asks, “Is there a discount on this product?” How much easier would it be if you already knew:
Which product they were looking at,
If they are a member,
Which coupons they’ve received.
With Channel Talk, you can see crucial customer information in the right-hand panel of the chat window. Many managers miss the fact that this customer information panel can be customized. Identify the most important customer information at a glance and handle chats more efficiently!
✅ Follow these steps:
STEP 1: Go to [⚙️Channel Settings] → [General Settings] → [Customer Profile Data].
STEP 2: Drag and drop the data key icons to change the order.
Note: The top 6 pieces of information in the customer profile will be displayed in the right-hand panel of the chat window.
3. Handle Multiple Chats at Once
Channel Talk offers an inbox action feature that allows you to handle multiple chats simultaneously. For instance, if there’s a site access issue and you receive multiple inquiries about it, you can tag all these chats with [Access Issue] at once and send a recovery message to all customers once the issue is resolved.
✅ Follow these steps:
STEP 1: Select all chats in the inbox that you want to take action on.
STEP 2: Click [Action], select the action to execute on the selected chats, and execute.
4. Close Resolved Chats
If you’re keeping resolved chats open, it’s time to reconsider. Channel Talk recommends closing chats that have concluded on a particular topic.
Why close chats? Closing chats at the right time helps you categorize them better. By tagging chats appropriately and closing them, you can analyze when and what types of inquiries are frequent. This clarity helps you understand what customers are curious about regarding your service and can provide valuable insights for business growth.
From an efficiency standpoint, categorizing chats through closure is crucial for CX managers. It allows you to quickly detect issues within your service and manage the volume of chats stemming from these issues more effectively. For example, if the number of [Delivery/Delayed Delivery] chats significantly increases compared to the previous month, you can identify and resolve issues in the delivery process or reduce repetitive chats by issuing a delay notice.
✅ Follow these steps:
Click the ✔️ (Close the chat) icon in the top right corner of the inbox, set chat tags, and close the chat.
🤗 Don’t worry about closing chats! Even after closing a chat, customers can easily start a new one by clicking the Channel Talk button, and managers can always view previous chats in the chat list.
By implementing these strategies, you can enhance your efficiency and provide top-notch customer support. Stay tuned for more tips on optimizing your CX workflow with Channel Talk!