Community Highlight #4 - GQ Fu

Hi Community users!

There are awesome support agents and marketers among us and it would be great to get to know them better :heart_eyes: :heart_eyes: !

Every now and then, we carry out a short, but meaty interview with one of the Community contributors. We talk about the best customer service practices but not only…

This month we’ve talked with @gqfu.
Have a good reading :open_book: :slightly_smiling_face:!

1. Can you tell us about the company you work for and the area you specialize in?

I’m a co-founder of LTVplus, a LiveChat Partner and an outsourcing company that provides managed live chat and customer service for e-commerce businesses to scale worldwide in any timezone and language. We combine skilled customer service representatives with the latest in customer experience technology to create the best possible customer experience for customers.

2. What’s the biggest challenge at work for you?

Finding new ways to engage team members as all of us work remotely. We have people based all over the world so I’m always on the lookout for ways to make remote work even better than what we have right now.

3. How do you train support agents in your company?

We create a customized training program based on a client’s content and training materials. With this training program, we run the new CSRs through the program and conduct tests to make sure they are ready in providing the best customer service possible.

If you’re looking for ways to improve your training program:

  • Have an up-to-date knowledge base that your trainees can access at any time.

  • Record video tutorials where possible.

  • Always conduct mock live chat tests or have trainees leave internal notes to see how your trainees are doing

  • Have your trainees shadow the day-to-day of your current team members

Bottom line: nothing beats practical training in customer service. Your trainees will need to make the mistakes to learn, and that’s OK.

4. How do you motivate your support agents in your company?

We do it in a few ways.

  • The mission and vision of our client’s and our company’s. We’re on a mission to rid the world of bad customer experiences so every one of us is motivated to always create value for the people we help.

  • We also have weekly sharing sessions between team members so everyone gets to learn the best practices for customer service — and topics outside of work such as travel, cooking, etc.

  • Since our entire company is completely remote, we cond
    uct local meetups to have everyone catch up and share what’s going on.

5. How do you deal with a chatstorm?

This may seem counterintuitive, but having less concurrent chats per CSR is a much better option than having a single CSR take on more than 4 or 5 chats at a time.Less concurrent chats, more focus, faster clearing times.

Anticipate the staffing requirements beforehand as well based on your predictive analytics to double up manpower where required.

6. How do you measure your success as a customer service rep?

Some success metrics we look at are:

  • Customer Satisfaction Score
  • Net Promoter Score
  • Customer Effort Score

We also look at sales conversion rates to know that we’re closing those sales for our clients.

I actually wrote an article on tracking customer experience on LTVplus.

7. If you had to tell one piece of advice to a person who starts their adventure as a customer service agent, what would it be?

Always create value for your customers. No matter the situation or scenario, be it a simple inquiry or a complaint, you’re here to help people. Focus on that and make it great at the same time — you’re set :slightly_smiling_face:.