Customer service and the customer experience are integral to the success of any business. Neither of which are an easy task. One way to keep customer satisfaction high and to help take some pressure off of customer support teams is to implement asynchronous messaging into customer service practices.
There will always be instances where a customer or prospective customer needs to contact your company, such as reporting an issue and asking for help with a solution or asking exploratory questions to learn more about your product or service.
Customer success teams are aware that many factors, such as the type of interaction, the time it takes to answer, and if a resolution was reached, will all play into the customer experience and influence the likelihood of creating a repeat customer or brand advocate. It is critical to equip CS teams with the tools and solutions to help resolve tickets quickly and consistently deliver an experience that delights your customers.
Why Brands Should Add Asynchronous Messaging in Customer Service
Asynchronous messaging simply means that the conversation or interaction is not happening in real-time and that both parties are not required to be active simultaneously for it to progress. One major benefit of asynchronous messaging for both customer service teams and for the customer is that it allows the freedom to respond at a time that fits into their schedule. Some examples of asynchronous messaging in customer service could be through emails or text messages.
Synchronous forms of communication, such as phone calls and live chat, will remain important pieces to a customer service strategy, but offering more solutions and other forms of communication are essential for companies to improve customer experience and satisfaction.
A recent study found that:
- 81% of customers reported that a positive customer service experience increases their likelihood to become a repeat customer
- 76% would switch to a competitor due to multiple instances of poor customer service experiences
- 61% would switch to a competitor after JUST ONE bad customer service experience
This reinforces the importance of customer service and customer experience for a brand.
By adopting forms of asynchronous messaging into customer service operations, customers gain the ability to contact a company when it is convenient for them and fits into their schedule. One drawback to traditional synchronous forms of communication is that it can often take effort in the form of either scheduling or waiting for the other party to become available. Asynchronous messaging allows the customer to initiate the interaction then continue working on other tasks while they wait for your customer service team to respond.
Implementing asynchronous messaging reduces the customer’s expectation for an immediate response, granting your CS team some breathing room while also keeping customers satisfied. By reducing the expectation that a response or resolution will occur instantly, customers are happy to wait a little longer for the response, which grants your team additional time to collect the data and provide the customer with an effective resolution. It is still important to respond in a timely manner, however.
The customer is also then given some breathing room by being able to read, react, and respond at their own pace without being pressured to keep the conversation moving or take up the company’s time. Asynchronous messaging also gives the customer the opportunity to ask additional questions as they arise without needing to start a new conversation each time.
How Brands Can Add Asynchronous Messaging in Customer Service
Over the past two years, the most common channel for customer service tickets to be received was through webform of email platforms, with social media/social messaging, and SMS forms of communication all gaining in popularity.
Asynchronous messaging for customer service can extend beyond just email or text messaging platforms.
One of the most effective ways to incorporate asynchronous messaging into your customer service experience and boost customer satisfaction is to empower them with the information and ability to resolve their own issues. According to the same study, 70% of customers expect a company to have a self-service knowledge base available to them.
A knowledge base typically includes an FAQ or troubleshooting guide to common issues that the customer service team receives. To take a knowledge base to the next level, brands can include asynchronous video messaging, such as on-demand video walkthroughs or how-to’s, that show the customer exactly what steps to take to reach a resolution to many common issues or questions, thus reducing the volume of customer inquiries.
This knowledge base can also be an incredible resource for customer service teams. Customers will inevitably run into the same issues or have the same questions. By creating a knowledge base, CS teams have responses and resolutions at the ready to quickly and effectively answer these customer questions. For many customers, this will feel like a more thoughtful response and improve customer engagement, experience, and satisfaction.
Asynchronous messaging provides brands with the ability to improve customer satisfaction and experience past just resolving issues as well. Brands can provide product updates, company news, and client milestones through asynchronous messaging.
Bonus Tips for Implementing Asynchronous Messaging in Customer Service
- Personalize Automated Responses: While asynchronous messaging allows for flexibility, automated responses shouldn’t feel robotic. Personalize automated messages by using the customer’s name and referencing their specific query or issue.
- Set Clear Expectations: Inform customers about the expected response time for asynchronous messages. Whether it’s within a few hours or by the end of the next business day, clarity on response times manages customer expectations and reduces frustration.
- Utilize Chatbots for Initial Triage: Integrate chatbots into your asynchronous messaging system for initial issue triage. Chatbots can gather basic information from customers and direct them to relevant resources or escalate the query to a human agent if necessary.
- Implement Multi-channel Integration: Ensure seamless communication across various channels by integrating asynchronous messaging platforms with your CRM system. This integration enables customer service representatives to access complete customer profiles and interaction histories, enhancing the quality of service.
- Offer Real-time Status Updates: Even in asynchronous communication, customers appreciate knowing the status of their inquiries. Implement systems to provide real-time updates on the progress of their requests, such as “Your ticket has been received and is currently being reviewed.”
- Encourage Feedback: Actively seek feedback from customers regarding their experience with asynchronous messaging. Analyze feedback to identify pain points and areas for improvement, allowing you to refine your customer service processes continually.
- Train Customer Service Representatives: Provide comprehensive training to customer service representatives on effectively managing asynchronous communication. Emphasize active listening, clear communication, and empathy to ensure customers feel valued and understood.
- Monitor Response Times: Regularly monitor response times to ensure inquiries are addressed within the promised timeframe. Identify any bottlenecks or inefficiencies in the communication process and take proactive steps to address them.
- Offer Multilingual Support: Cater to a diverse customer base by offering multilingual support through asynchronous messaging. Utilize translation tools or employ bilingual representatives to ensure seamless communication regardless of the customer’s language preference.
- Integrate Customer Feedback Loops: Establish feedback loops within your asynchronous messaging system to gather insights directly from customers. Use this feedback to iterate on your customer service strategies and continuously enhance the overall customer experience.
- Utilize Analytics for Insights: Leverage analytics tools to gain insights into customer behavior, preferences, and satisfaction levels with asynchronous messaging. Use these insights to refine your messaging strategies and tailor them to better meet customer needs.
- Maintain Consistency Across Channels: Ensure consistency in messaging and service quality across all asynchronous communication channels. Whether it’s email, SMS, or social media messaging, customers should receive a uniform experience that reflects your brand’s values and standards.
- Stay Updated on Emerging Technologies: Keep abreast of emerging technologies and trends in asynchronous messaging to remain competitive. Explore innovations such as AI-driven chatbots, natural language processing, and sentiment analysis to enhance the efficiency and effectiveness of your customer service operations.
- Celebrate Successes: Recognize and celebrate successes in asynchronous messaging, such as exceeding response time targets or receiving positive feedback from customers. Acknowledging achievements boosts morale and reinforces the importance of delivering exceptional customer service.
- Regularly Review and Refine Processes: Conduct regular reviews of your asynchronous messaging processes to identify areas for optimization. Solicit input from customer service representatives and incorporate their feedback into process refinement efforts.
Implementing these bonus tips alongside asynchronous messaging in your customer service strategy can significantly enhance customer satisfaction, streamline communication processes, and foster long-term customer loyalty.
How Zight (formerly CloudApp) Improves Asynchronous Messaging in Customer Service
Zight (formerly CloudApp) is a powerful, all-in-one visual communication platform that can greatly improve asynchronous messaging and communication. By combining webcam and screen recording features, users can deliver personalized video messages and annotated gifs and screenshots to easily and effectively convey information. Customer service teams can deliver an incredible and elevated customer experience through thoughtful and personalized asynchronous messaging.
A written message can often fall flat, especially when explaining a complex issue or steps to resolve a problem. Each person may interpret the information differently and large amounts of text can be difficult to process and follow. Customer service teams can leverage Zight (formerly CloudApp) to record and share video messages or GIFs to provide an additional layer of clarity, especially for complex or difficult processes.
A corporate video message or an annotated GIF also adds personalization to the interaction. Even if it is just to answer a simple question rather than typing the answer, delivering a personalized message will improve customer retention and satisfaction because of the perceived level of additional effort that goes into a visual response as opposed to a written reply.
Schedule a demo to learn how your customer service team can boost customer engagement with Zight (formerly CloudApp)!
10 Reasons Zight Improves Customer Service
- Enhanced Accessibility: Visual communication transcends language barriers, making it easier for customers from diverse backgrounds to understand and engage with support materials.
- Faster Issue Resolution: Visual aids enable agents to convey solutions more quickly, reducing resolution times and improving overall service efficiency.
- Increased Engagement: Visual content captures attention more effectively than text alone, resulting in higher engagement rates from customers interacting with support materials.
- Facilitates Training: Zight’s features are not only beneficial for customer-facing interactions but also for internal training purposes, allowing teams to create instructional videos and guides.
- Improves Documentation: Agents can create visual guides and tutorials for common issues, building a comprehensive knowledge base for both customers and team members.
- Builds Trust: Transparent communication through visual aids fosters trust between customers and support teams, leading to stronger long-term relationships.
- Saves Time for Customers: Rather than reading through lengthy explanations, customers can quickly grasp solutions through visual demonstrations, saving them time and frustration.
- Reduces Miscommunication: Visual cues help to clarify information, reducing the likelihood of misinterpretation or misunderstanding between customers and support agents.
- Encourages Self-Service: Visual guides empower customers to troubleshoot issues independently, reducing reliance on support teams for common inquiries.
- Scalability: Asynchronous visual messaging allows support teams to assist multiple customers simultaneously without sacrificing quality or personalization.
With these additional benefits, Zight proves to be an invaluable tool for enhancing customer service experiences and driving satisfaction.