How No-code Tools Can Improve Customer Service Efficiency

We’re Enchant. We create no-code software that powers customer service teams. The reality is that we wrote lots of code, so you don’t have to. So you can focus on what’s important for your business, like providing exceptional service to your customers!

Customer service can make or break a business more than any other factor, but some companies put off needed changes and updates in their systems due to the time and expense of revising all that code.

That’s where the ease and efficiency of no-code tools can make a huge difference in the quality of a company’s customer service operations.

First we’ll look at some specifics as to the impact of customer service on a company’s success (both short-term and long-term) and then explore customer service improvements brought about using no-code tools.

The importance of good customer service

Customers are now more likely to publicly share their experiences than in the past, whether those experiences are positive or negative.

90% of customer service leaders report that customer expectations have reached an all-time high.

An equal percentage of customers rate having an “immediate” response to their customer service question as either important or very important, and 60% define “immediate” as 10 minutes or less.

Customers are easily frustrated when they find that the person they’re speaking to can’t resolve their problem, causing them to have to explain it again to someone else.

A study has shown that 89% of consumers are more likely to make another purchase after a positive customer experience, and 78% will return to a company even after an order or billing mistake as long as the customer service they received was good.

That’s important, because by increasing their customer retention rates by 5%, companies can increase profits by at least 25% and up to as much as 95%, according to Bain and Company.

No-code tools are improving efficiencies across many industries, particularly in customer service. In this article, we’ll explore how customer service can benefit from using no-code tools.

Create an FAQ or Knowledge Base Website

In a study by Forrester, the management consultant company, consumers said they prefer online knowledge bases over all other self-service channels, and over 60% have used one within the past year.

The typical customer service team spends much of its time answering the same questions posed by different customers. A Frequently Asked Questions (FAQ) or Knowledge Base site can dramatically reduce those service burdens.

A FAQ or Knowledge Base lets customers self-serve many of the answers they’re looking for. This reduces live-agent workload and associated costs, improving your bottom line and helping retain customers.

No-code website builders like Webflow are quite popular (over 3.5 million users) and an excellent method for support teams to create an FAQ or Knowledge Base website without involving IT. However, there’s a more efficient solution for specialized customer service FAQ/Knowledge Base needs.

Enchant is a no-code customer service software that integrates easily with the most popular eCommerce platforms, team chat, customer chat, and CRM applications. When Enchant Knowledge Base is connected to Enchant Messenger, your customers are able to answer their questions using your knowledge base content before they even start a live chat. When Enchant Knowledge Base is connected to Enchant Messenger, your customers are able to access answers and resolutions before they start the live chat.

With Enchant:

• Your team can collaborate on article drafts before publishing.
• Your content can be organized into categories and sections.
• Multiple sites can be set up with unique articles for each - brand specific, or product specific
• Your Knowledge Base can be set up to communicate with customers in up to 20 languages.

Chat with customers on your website

Millennials (born between 1981-1996), at 72.2 million strong, now outnumber Baby Boomers as the largest American generation. They also lead the workforce, making up 35% of full-time workers.

Those statistics are vital in context because millennials prefer live chat for customer service over other communication channels. They like its accessibility and speed of response. The faster you answer their questions, the more likely they will buy from you.

Fast response is one of the reasons why customer satisfaction is higher for live chat than for other types of support. Nearly three out of four customers (73%) who used live chat were satisfied with their experience, compared to half (61%) of those who used email and 44% using phone support.

Real-time support helps companies more quickly address the buying journey concerns of their customers. Nearly half (44%) of online consumers say that getting their questions answered by a live person while making an online purchase is among the most important features a website can offer.

We could easily spend this entire article talking about the benefits of live chat. In essence, live chat creates a digital sales showroom on your site, equipped with a team of skilled and responsive sales and service personnel like you would have in a physical showroom.

No-code live chat software can help you increase customer satisfaction ratings by connecting your customer service team to website visitors.

For example, Enchant Messenger lets you add a whole messaging suite to your website without needing to write any code.

Enchant Messenger is an all-in-one solution that empowers your customers to search the Knowledge Base, begin a chat, or shoot you an email. Customer service team members will have information on recent customer interactions and other notes at their fingertips.

You can even bring in data from your custom database or other business apps – such as pending orders, account status, and current cart contents – as you talk to customers in real-time.

Accenture found that 91% of consumers are more likely to buy from sites that recognize them, remember them, and provide relevant recommendations and offers. Connecting your live chat platform to your CRM and other technology allows your customer service team to greet customers by name and offer personalized service.

Gather Customer Satisfaction Ratings

You don’t know what you don’t know. But as established throughout this article, customer satisfaction is perhaps the most critical metric for companies that want to thrive and succeed.

No-code feedback gathering solutions automatically collect feedback and integrate it with your email to help you collect customer satisfaction data.

Most are designed to let you easily send a post-order email or contact the customer by email following a support interaction.

Compare that to Enchant Inbox, which has built-in satisfaction ratings. When you send an email, Inbox automatically includes a link in the signature to gather customer feedback on their experience.

The more quickly you hear about potentially negative customer sentiment, the more quickly you can take efforts to turn it around to minimize damage to your brand reputation.

Manage Customer Service Email at Scale

Email continues to have many advantages as a customer service channel for businesses, despite the growth in the use of live chat and even social media. Large companies get a tremendous amount of customer service emails.

No-code email management software like Enchant can help you reign in the chaos. Some of the significant benefits include:

• Create separate request queues – so your customer service teams can focus on just the types of emails they are assigned to resolve.
• Automatic request routing – speeds up response by automatically routing each incoming email to the person who can best answer it. Routing can be controlled by such factors as the presence of certain words in the body of the email or the customer’s VIP status.
• Automated business processes – such as alerting the team if a customer has been waiting too long for a response or automatically escalating to a manager if the customer has left a negative review.
• Team collaboration – assigns conversations to team members who can write private notes to each other mid-conversation. This allows working together on drafting responses for sensitive situations such as an upset customer.

In Conclusion

To quote Shep Hyken, the popular business speaker on customer service topics, “Make every interaction count. Even the small ones. They are all relevant.” Customers will talk about their customer service experiences with you, good or bad. Give them something good to talk about with the help of no-code tools like Enchant.

Once your team is empowered to deliver great customer experiences consistently, you can focus on using these interactions to build more long term customer loyalty.