For self-service, a common approach is to use FAQ . However, many FAQs are only posted on official websites, making it difficult for consumers to find them when they encounter problems. In the end, they turn to live customer service. If you want the FAQ to play a self-service role, the best way is to place the self-service service where guests will go when they encounter problems.
We highly recommend using the LINE official account image and text menu to complete customer service self-service, because many consumers are intuitively accustomed to private messaging the brand's official LINE account when they encounter problems. In addition, because the LINE official account has image and text menus and automatic reply functions, it is more suitable for setting up a FAQ area than channels such as FB, IG, and official websites.
Reference tutorial: How to complete the automatic reply setting for LINE official account in 4 steps
For example, in the above-mentioned rental lebanon whatsapp phone number apartment, LINE graphic menu is used for long-term exposure service introduction, and FAQ questions and answers are designed with automatic replies.
Proactive Support
The survey also found that some supervisors' expectations for the customer service team have gradually shifted from passive problem solving to proactive care. Taking a proactive approach can not only prevent problems before they occur, but also resolve customer complaints before problems occur. It can also seize opportunities and bring positive feelings to members.
The value that customer service can bring is no longer just passively handling problems, but can bring higher revenue to the company by proactively communicating with consumers and playing a key part in Huiyuan's operations. SuperOffice's survey indeed found that 84% of companies have successfully increased revenue by optimizing customer service.