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Storaging and indexing of information in a database
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Building a Database of Customer Live Chat Questions

There’s a secret resource waiting that will give your live chat agents a powerful advantage during live help sessions. In fact, this resource will let your agents deliver the information your customers need in a way that conveys professionalism and expertise. This isn’t some sneaky sales tactic or underhanded way of tricking your customers. Instead, it’s taking advantage of a different resource you’ve had in front of you all along: your customers themselves.

By reviewing your live help session logs, you’ll be able to understand how to help your customers and deliver a better service experience. Plus, you’ll give your agents significant time savings, allowing them to help more customers in less time – at a decreased cost for your company.

Here is how to build your own customer issue database your agents can use to improve every single live help session.

Benefits of a customer issue database

While the steps in this guide aren’t hard by any means, they will require a little bit of time on the part of your employees (don’t worry – you’ll make that time up and more once your resource is completed). Here’s why the work is worth the effort.

  • Your agents will be able to give detailed, easy to understand solutions to many customer issues; sometimes in a clear way your agents couldn’t come up with themselves.
  • You’ll provide your customers with a lasting resource they can reference the next time they have the same issue, thus avoiding expensive “repeat offenders.”
  • You’ll gain insights into what your customers really want, even if that differs from what they say they want.
  • You’ll boost your website’s web presence and SEO efforts (if you take the time to optimize your resource).

Eventually, this work will pay more for itself.

Here are simple steps to follow to create your FAQ database:

Step 1: Review customer service logs from live help sessions

The first step is to review the customer service logs or live help transcripts. This is easily done with the right live chat software.

If you haven’t been keeping logs of customer service interactions up to this point, that’s okay. Start logging all interactions now – even a small amount of customer data is helpful.

While you’re reviewing these logs, keep track of the following information:

  • The issue the customer called about
  • The information that finally resolved the issue
  • How knowledgeable the customer was about the issue

Ideally, you’ll save this information into a database or spreadsheet. Why? So, you can review all your customer service log data and come up with the top 10 (or so) customer issues and solutions. Over time, this list will grow, but start with only 10 to make implementation of this resource more realistic.

Step 2: Create an article database

Once you’ve got your 10 (or however many you choose) customer issues, begin creating brief articles for each. Ideally, these articles will introduce the issue, offer the solution, and answer any frequently asked questions you saw during your review of customer chat logs.

Here’s how to save time on this potentially lengthy process:

  • Use your customer service agent’s original answers to the issues as a starting point. Feel free to copy and paste to your heart’s content. Just remember to format the information into a standalone article instead of letting it sit in an unedited format.
  • Take your original information and turn it into a series of articles. If your business has the resources, you can contract a professional contact writer, this might provide a well written set of articles with optimize SEO and possibly save time.
  • Have each customer service representative write up a few different articles. However, your customer service reps may be better at speaking than writing. Make sure to have a qualified editor review every article.

Once your articles are written, put them on your website on an easily accessible database such as a knowledge base. Train your customer service team so they know how to quickly search and access this database during their live chat sessions. Connect your chatbots to your knowledge base for an optimal self-service tool and make it available to your customers via searches in the knowledge base portal.

Step 3: Make this accessible to your customers

With so many benefits of live help software, including an opportunity to upsell the customer, you may wonder why you want to make this information publicly available. Won’t customers go to your solution database instead of using live help?

While some of your customers will take the time to find this resource, search it, and find their own solutions, most won’t. Incorporating some of the live help best practices (such as using proactive live chat and chatbots) will also help you continue to drive customers to your help sessions.

Another reason you want your customers to be able to access this is that it can provide insights into the quality of your resources. Do a lot of your customers read an answer, then choose to clarify their issue to live chat anyway? It could be your solution isn’t clear enough or doesn’t adequately resolve your customer’s issue. By refining your solutions, you can improve your live chat conversion rates and customer satisfaction. If you’re not using live chat software to conduct and learn from your customer service interactions, you’re missing out on a major resource. 

Try Velaro's free trial and see how quickly your business will learn about your customers.

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