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THE CONTACT CENTER: A Quick Guide on Customer Support 1 Table of Contents ____________________________________________________________________________ Why is Customer Support a Must-Have in Online Casinos? . . . . . . . . . . . . . . . . . . . . . 2 6 Why is Customer Support Important for Online Gambling . . . . . . . . . . . . . . . . . . . . . . . (and How to Execute it Effectively) 11 Online Casino Customer Support: What Defines It . . . . . . . . . . . . . . . . . . . . . . . . . 17 And How It Works 26 What Your Customer Service Needs this 2020: A Friendly Guide . . . . . . . . . . . . 31 36 3 Amazing Tips To Providing The Best Customer Service . . . . . . . . . . . . . . . . . . For Startups Businesses 5 Reasons Why Online Transactions Fail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How Important is Live Chat for Your Ecommerce Business? . . . . . . . . . . . . . . . . .

THE CONTACT CENTER: A Quick Guide on Customer Support 2 5 Reasons Why Online Transactions Fail Customer support is one of the most important types of services that all businesses should possess. It fuels businesses to be successful, reliable and customer-friendly. Customer support benefits both online casinos and its target customers. Although patrons of online casinos only notice the existence of support representatives whenever there are issues with their accounts or when they encounter trouble navigating the website, online casinos cannot and should not operate without an existing reliable customer support.

THE CONTACT CENTER: A Quick Guide on Customer Support 3 Customer service helps leverage these issues and keep customers protected from more serious concerns, such as online scams and hackers. Generally, customers only encounter low-risk discrepancies when availing the services in online casinos. At the same time, most online casinos are equipped with a high level of security protocols deployed to protect customers. However, that does not mean that the emergence of high-risk issues are not at all possible. Playing in online casinos (or in any type of casino, for that matter), means that the customers’ money is at stake. Having efficient customer support ready to assist customers regardless of how big or small the problems they present are, provides assurance and confidence that their satisfaction and convenience matter. Support representatives can provide direct answers to customer queries, or present options to customers to help them find a solution that best addresses their concern. That said, it is necessary for customer support representatives to be provided ample training in a wide range of topics and issues related to online gambling. They must also be highly familiar with all the Frequently Asked Questions (FAQs) about the services offered by the casino. When support representatives are backed by a vast knowledge of the gambling industry, it helps lessen the time it takes to resolve or troubleshoot customer concerns.

THE CONTACT CENTER: A Quick Guide on Customer Support 4 The capability to provide good customer support means that the management behind online casinos is fully aware that the customers are as essential as the services they provide for their players. Good customer support boosts customer confidence. Nothing makes customers happier than when support representatives are able to handle and resolve their concerns adeptly and professionally. Excellent customer service likewise fosters better business-to-customer relationship. Satisfied customers equate to great feedback and repeat customers. Great feedback and repeat customers lead to enhanced reputation for the online casino. Another important factor to consider when establishing online casino customer support, is the possibility of enabling 24/7 availability and multilingual assistance. Doing so makes customer service in online casinos more effective. At first glance, customer support may not seem to contribute much to a business or online casino’s success. The truth is, customer service acts like the glue that holds online casinos and businesses together and links these businesses to their target customers. It might cost a bit for an online casino to enhance its support services, but what matters is that it can help show customers that the business is 100% worthy of their trust.

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THE CONTACT CENTER: A Quick Guide on Customer Support 6 Why is Customer Support Important for Online Gambling (and How to Execute it Effectively) A rising entertainment sector under E-commerce is the gambling industry. Places with the highest generated gambling revenue such as Macau constantly welcome an influx of visitors. More visitors equals the need for a better and stronger type of customer support. You may be thinking right now that your casino customer services are alright for now, but what happens to the comments of unsatisfied customers?

THE CONTACT CENTER: A Quick Guide on Customer Support 7 Negative feedback is a jab to your brand that you invested in. To avoid that, we need to discuss why customer support is important for your online gambling sites and how you can execute it effectively for better traffic, enhance your branding and gain an edge against your competitors. Customer support helps leverage your business because of how it can make your operations more versatile. Flexibility in gambling opens a path of limitless opportunities to grow and an open channel of communication to improve user experience. How to execute Customer Support Effectively in your Online Casino? The main reason why customer support is important for your casino is because the presence of consistent and dependable assistance makes every transaction more convenient for your business and your patrons. Make your players take a leap of faith in your online gambling site. After all, they are giving you sensitive information including their full name and credit card information. The least you can do is ensure privacy and security when they choose to use your platforms. 1. Exude Authenticity Players check your casino customer services and features to scope the authenticity of your services and the games that they are paying for. No one wants to get scammed or spammed. Make sure you have both a frequently asked question corner on your website and a live chat widget to aid you in your pursuit of exuding genuine service

THE CONTACT CENTER: A Quick Guide on Customer Support 8 2. Live Chat Widget Your live chat widget is your strongest friend, especially when a player wants to inquire about registration or available games on your site. People want quick responses and a real human to talk to since some concerns are too complex for artificial intelligence to understand. When you use live chat, it is recommended that you make it available for a 24/7 customer response. It will increase convenience for your customers especially if you are also catering to players or clients who are based in other parts of the world. It usually takes around two minutes for an agent to reply to a query so that is pretty quick. Aside from this, it also works to your advantage since you can record data from the chat and better your branding. 3. Money Keepsakes Let’s face it, in the gambling industry, you and your players are bound to make and lose money in the process. With the combined efforts of authentic and accessible service, prioritizing the need to deal with your users’ money-related inquiries and problems becomes easier since they have direct contact with you. Ensuring that the transfer of money is without delay, or that their personal information is not shared with third-party groups not related to your services is a great way for you to showcase how strong your casino’s customer help desk is. 4. Multi-Channel Customer Support This is a must for your gambling website since you have a diverse set of players who come from different age groups and backgrounds. Setting up an email, phone, and a social media account for your business lets you connect with all the demographics that comprise your customer base. Posting about your upcoming new games or emailing your players for exclusive offers opens opportunities for them to see that you are consistently expanding and feel

THE CONTACT CENTER: A Quick Guide on Customer Support 9 enticed to be part of your growth. Also, this allows you to have a more versatile mode of communication to cater to each of your players’ gaming needs. 5. Multilingual When you exert time and resources in making multilingual assistance available, you get better chances of reaching a broader range of players by incorporating different languages in your casino. This allows you to cater to more people and allow them to have a good time. Influencing the international market is no easy feat. But, if several players worldwide have had first-hand experience of your excellent support services, then you can dominate your competitors in no time. 5. FAQs Corner It is to be expected and aimed that there will be a number of new customers visiting and checking out your online casinos. When this happens, you do not want to have repeated questions in your email, live chat, or phone. That said, setting up an FAQ page on your website allows all your players to see and read your guidelines. You can also add some tips on how they can navigate their accounts, monitor their transactions, and secure their money transfers. Making it easy for your customers to find the answers to their questions on your site gives off the impression of preparedness and expertise. These are some of the most crucial reasons why customer support is important for your online casino. Remember, the way you assist clients is one of the many faces of your branding, but the strongest of all is what your players will tell their friends when they talk about their experience with your online casino. Handle your users with care, and they will repay you with their loyalty. Customer service plays an integral role in creating a user-friendly interface on your digital gambling site.

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THE CONTACT CENTER: A Quick Guide on Customer Support 11 Online Casino Customer Support: What Defines It And How It Works Customer support service is one of the fundamental pillars of an Online Casino. At face value, it exists to help maintain the overall image of a company. But, from a customer’s perspective, the real importance of customer support is to provide efficient, extensive and reliable assistance whenever they encounter problems with their account’s system. Due to the high level of security incorporated in most online casinos, the possibility of encountering system errors is relatively low. However, that does not guarantee that glitches and flaws are fully taken under control. Whenever there are system errors encountered in online casinos, the customers’ money and security is at risk. As such, customers need to be

THE CONTACT CENTER: A Quick Guide on Customer Support 12 notified about what is happening. If there are issues and queries raised, then the questions should be handled in a quick and skillful manner. In order to achieve this, a company must be able to deliver customer assistance across various communication channels available. Chat support, Live chat, Email and telephone number with 24/7 availability are among the best channels for customer support. The hassle-free approach offered by these channels in handling customer queries and concerns significantly enhance the assistance that companies can give to their customers. How does customer support in online casinos work? Customer support lets customers speak directly to a representative that will offer advice or solutions to their concerns. While the duration at which a viable solution can be provided depends on the severity of the problem, customer support channels help cut the hours and days spent waiting for a staff of the casino to respond or entertain customers. Employing customer support likewise maximizes how target audiences gain additional information about any special features and regulations coupled with the services offered by the casino. Basically, customer support for online casinos functions in the same manner that all helpdesk services in other industries do: Provide an avenue where customers can raise questions and concerns, share feedback and learn more about the service.

THE CONTACT CENTER: A Quick Guide on Customer Support 13 Customer service banks on harnessing business-to-customer relations. It is not just about installing a communication channel or ensuring that all customer queries are speedily responded to at all costs. Listed below are 5 important factors that serve as guidelines on how excellent customer support can be established in an online casino. 1. Look For The Experts Having a well-trained team of customer support representatives is very significant. A dependable support representative should possess knowledge and understanding on how to properly handle different customer concerns. That said, efficiency and positive attitude should be the first things on your checklist when hiring support representatives. Not only that, a good customer service representative should also be trainable in order for them to grasp the nature of the service and be able to provide correct, ample answers to different questions raised by customers. Furthermore, they should be able to communicate effectively instructions and steps in resolving the customer’s concern. 2. Provide Choices For Customer Support Channels Establishing a business, whether online or offline requires different options for customer support. Communication channels such as email, telephone number, chat support and live chat allow customers to reach businesses and representatives more easily. Templates and fill-up forms are advisable as well for it helps both sides in lessening the time troubleshooting issues.

THE CONTACT CENTER: A Quick Guide on Customer Support 14 4. Round-The-Clock Service Availability As much as possible, customer support must be available 24/7. With all the methods of customer support methods available at your disposal, making sure that customers can maximize the usage of each of these channels any time they need it boosts the efficiency of your helpdesk services. This is also a great way to gain access to customer insights on promotions offered by the casino. 5. Multi-lingual Support Operating a business online means catering to both english speaking and non-english speaking customers. Hiring representatives who are well-versed in other languages aside from English makes customer service more universal while enhancing the convenience and satisfaction of the online casino’s patrons. 5. Elaborate Terms And Conditions And FAQ Sections Concisely Terms and Conditions may seem like a drag to formulate and read, but it is more essential than most people think it to be. Terms and Conditions basically serve as the contract or legal bond between the company and the customer who wishes to avail their services. The absence of this can compromise your company’s security and assets especially since contractual terms are vital for businesses involving money (casinos, for instance). A company’s Terms and Conditions should precisely include all the legal information about the company.

THE CONTACT CENTER: A Quick Guide on Customer Support 15 Intellectual properties, contents and liabilities should be enumerated there as well.Hiring a lawyer is not a must when drafting Terms and Conditions, but the legal advice that lawyers can provide can also be helpful in ensuring that all important clauses and factors are well-defined in the said document. Support agents must be able to familiarize themselves with the casino’s own set of Terms and Conditions. In some instances, players will be able to resolve issues they encounter just by following instructions from the support representatives. Good customer support boosts the reputation of an online casino service in the midst of the cut-throat competition in the industry. More importantly, In the world of online gambling and casino, excellent customer service significantly contributes to gaining the trust and satisfaction of customers.

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THE CONTACT CENTER: A Quick Guide on Customer Support 17 What Your Customer Service Needs this 2020: A Friendly Guide Customer service is more of an art than a science. There is not a single, surefire way to achieve the perfect customer assistance. On the other hand, it helps to have a plan. It takes more than months or even years to come up with a multifaceted and efficient solution for every customer complaint; and so having a comprehensive guide that will serve as a roadmap for the business as it continues to cater to varying customer concerns, is key. Improving a business’ customer support services is a continuous learning process and every customer complaint can serve as a helpful reference for any business. Enhancing one’s helpdesk services also requires taking a closer look at specific pain points that generally affect the effectiveness of the support services industry as a whole.

THE CONTACT CENTER: A Quick Guide on Customer Support 18 These pain points may vary over time, given that customer demands and needs also change with market trends. Below is a simple guideline that businesses can use in improving and equip their customer support services for the year 2020: 1. Customers Dictate Demand, and Businesses will Follow A common misconception for businessmen is to think that they control what customers want. Customers are keen on distinguishing good customer service from bad ones. If it so happens that they are informed about the latest trends in customer support, then it is highly likely that they would demand an updated form of assistance and support system from businesses. Customers create the demand and remember to sustain their desire for a product for as long as possible. There is a marketing theory that states that demand decreases over time, resulting in customers seeking the next new product or trend. Keeping up with the demands of customers and maintaining good rapport with them will surely help maintain the business’ momentum as more and more complex customer concerns are raised. 2. A Bad Review can Break a Business… (But it Does Not Mean the End!)

THE CONTACT CENTER: A Quick Guide on Customer Support 19 Every business has its own share of negative reviews. In fact, even the biggest names in the market are not safe from unsavory customer feedback. The question now is, how can businesses be able to overcome negative customer reviews? A usual approach would be to apologize to the customer and offer some kind of incentive or gift as an apology. But, a smart businessman would take this situation as a business opportunity to prove their services by inviting the customer back again. Not only does this gesture show how customer services are designed and dedicated to solving customer complaints, it also makes for good publicity. (Even more so if the customer is satisfied for the second time.) 3. Set Expectations but Deliver more “You get what you pay for” is something that is often told to customers these days. This kind of response tends to agitate customers more. Customers are continuously becoming more involved in the development of a product or service. They do what they can to learn more about a specific brand, and the accessibility of information brought by the internet makes it easier for customers to get the information that they need. Customers even compare prices with competitors before deciding on where to make a purchase. It is important to meet customer expectations while going the extra mile to give more than what they expected. One good tip on how to achieve this is to never oversell products as it would create a misleading perception of how the product performs in reality.

THE CONTACT CENTER: A Quick Guide on Customer Support 20 Do inform and educate customers on what to expect and what is readily available but provide options and alternatives if it is possible. Add a touch of personalization to the goods or services being sold. Here’s a helpful strategy: Try addressing customers with their preferred name. It encourages familiarity between the business and the customer. Another strategy that has worked in the past is to have follow-ups for each customer’s purchase or use of service. Doing so helps fix customer concerns and clarify their questions early on. 4. Repeat Customers are Valuable Having repeat customers usually, mean that the business is doing well. It is important to dig deeper and try to find out the reason/s behind why repeat customers are continuously patronizing a specific business or service. Make it a point to recognize and reward repeat, loyal customers. They serve as the lifeblood of every business. In the world of marketing, it is more expensive to get new customers than to maintain existing ones. It takes more time and money to attract target customers; whereas, a regular customer would walk into their preferred shop at any given time without the need to be persuaded for the nth time. Repeat customers are already familiar with how the business works and delivers. 5. Include Technology in the Workflow Equipping businesses with modern technology has truly become an essential part of securing steady growth and development.

THE CONTACT CENTER: A Quick Guide on Customer Support 21 Technology has become the new medium for communicating, product making and generating new business strategies. Technology is also being used for business communication and transactions such as banking, purchasing and holding business meetings. With technology as the new standard for marketing and reaching out to customers, people will also have higher expectations of how quickly and efficiently their concerns are handled. They will likewise expect to be presented with faster and more accessible ways on how they can avail the products and services they want from a business. Looking closely, the growing influence of technology in all aspects of running a business has lead entrepreneurs to using social media to garner reviews, communicate with customers and extend the reach of their support services. 6. Satisfied Employees Attract Satisfied Customers Satisfied employees affect the overall atmosphere and work performance in an office or establishment. Happy employees are equivalent to happy customers. A business’ staff or employees are the ones who encounter customers on a regular basis. They serve as the face of the company and thus they are expected to be happy and courteous to all customers.

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THE CONTACT CENTER: A Quick Guide on Customer Support 23 Ensuring that employee needs and benefits are duly met and concerns are professionally handled boosts the trust that each of the staff has for the company. When employees trust the company they are working for, it is reflected in how they engage with customers and present themselves. As the old saying goes, “Take care of your employees first and your employees with take care of your customers”. In addition, investing in an employee’s growth is less expensive than trying to hire a new one. After all, it takes time to train and get new hires get used to a business’ unique workflow. 7. Admit Mistakes and Quickly Come up with a Solution Problems within the business will be inevitable and the only way to solve it is to be upfront and honest with customers. Providing an effective solution may take time, depending on the issue presented. Assure customers that their concerns are addressed and taken care of. Constantly provide them with updates on the progress of their concern and if possible, provide them with viable options to help solve their problem. Addressing customer concerns via email, a phone call or even a face-to-face conversation adds an empathetic and personalized touch to a business’ customer service. Regardless of the severity of the concern, it is necessary to recognize each customer’s dilemma and make them feel that they are valued.

THE CONTACT CENTER: A Quick Guide on Customer Support 24 8. Highlight the Importance of First and Last Impressions Sometimes, when observing a lineup of activities or watching a sequence of presentations, people are more likely to remember the first and the last activity or program that they witnessed. The same idea holds true for when businesses create and provide assistance to customers. Sometimes, first impressions can be made through a business’ helpdesk service. In other cases, it can generate a customer’s last impression about a brand. Whether the support services are delivered via a phone call, an email, an instant message or live chat or even through conversing with the customers personally, it pays to make sure that every encounter with every customer will be a positively memorable one. Be courteous, warm and receptive at the start of the conversation. Look at customers in the eye and be upfront. Avoid giving open-ended answers or indirect solutions to their queries. Stay involved and more importantly, try to go beyond expectations by offering to assist for further clarifications or questions. Lastly, end the conversation or message by thanking them for their patronage. The above guidelines feature example some of the most common scenarios that businesses encounter through their customer support service. There is still a lot more that businesses can work on to ensure they deliver the finest assistance imaginable; and it is not solely about keeping up with digital trends or market demands.

THE CONTACT CENTER: A Quick Guide on Customer Support 25 It also means taking the time to self-reflect, acknowledge areas where assistance may be lacking, and work towards developing a suitable system that works for both the business and its customers.

THE CONTACT CENTER: A Quick Guide on Customer Support 26 3 Amazing Tips To Providing The Best Customer Service For Startups Businesses “The customer doesn’t care how much you know until they know how much you care” – Damon Richards What is the first thing that comes to mind when the words ‘Customer Service’ are introduced? Though answers may vary from people to people, there is one idea that rings as a universal truth for the majority of customers and business owners: Customer service exists to deliver 100% customer satisfaction. It may seem like a simple undertaking to fulfill, but the process it takes to deliver customer service that people will positively respond to is a lot more complicated and intricate than it seems. This leaves owners of startup

THE CONTACT CENTER: A Quick Guide on Customer Support 27 businesses questioning whether providing the best customer service is truly possible. Truth be told, there are 3 amazing, tried-and-tested tips that startup businesses can use to deliver the best customer service: 1. Listen Listening is very important if business owners wish to deliver the best customer support among their competitors. The act of listening with an open ear and mind is a vital key that shows business owners are one with their customers. The first step to ensuring that proper listening skills are exercised to all types of customer concerns is hiring support representatives with the right qualifications. Ideally, support representatives must have the ability to convey empathy and leave a positive impact on customers—the kind that will leave them satisfied and looking forward to another amazing experience with the next support representative that will correspond to their queries in the future. The best support personnel is able to comply with customers’ requests, resolve varying levels of customer-related issues, and accept constructive feedback. Customers come in different personalities. At the same time, customer demands differ from time to time. By consistently lending each customer query and feedback an open ear, it is not impossible to deliver high quality, round-the-clock assistance. 2. Maintain Customer Service Ethics

THE CONTACT CENTER: A Quick Guide on Customer Support 28 Picture the business as a person and customer service as its default disposition. It is every business’ responsibility to know the value of putting the customer first. A business cannot last long without a solid community of customers. They have the power to make or break a brand. On the contrary, it cannot be denied that the slogan, “The customer is always right” can, at times, be abused by some customers—to the point where the business gets the short end of the stick for trying to appease customers who are obviously in the wrong. However, not all customers abuse their limitations. There are still a great many customers who are able to provide objective criticism and honest-to-goodness feedback to the businesses that they support. These types of customers are to be considered a gem. Customers who are able to provide unwavering support should be the reason why startup businesses need to exert efforts in delivering fast and reliable service every time a customer reaches out to them. Customers tend to get impatient whenever they are met with sluggish service. Seamless assistance and transaction should be practiced at all times. Treat customers with respect and with full honesty. Make them feel comfortable when they are communicating with support representatives. Show them that that brand is a name they can trust. Enhancing the business’ reputation with good customer service ethics should be the first thing that startup businesses want to attain. 3. Connect A support representative cannot be considered as one if people or customers find it difficult to connect with them. It is important to have a direct connection with the customers. Connecting positively with customers plays a vital role in all types of businesses.

THE CONTACT CENTER: A Quick Guide on Customer Support 29 Connecting with customers means knowing and understanding what their needs are. It likewise translates to consistently and promptly notifying them on updates about their requests and complaints. It is about being relentless in helping customers find the most suitable solution to their concerns. Support representatives of startup businesses who are able to communicate well with their customers do not wait before customers complain about the same type of unresolved problem. That said, startup businesses need to make sure that their customer support services is always at its best to efficiently preempt additional questions relevant to the customer’s concern. This can help resolve the issue faster. Bonus tip: Customer assistance with round-the-clock service availability is a must-have. There is no telling when exactly a customer will be in need of assistance. That is why, enabling 24/7 availability makes businesses better equipped to meet customer’s demands. Customers are the reason why businesses exist. Without customers, there will be no profit or income. They are the lifeline of every business. Giving them the quality service that they deserve is crucial because it is one of the best ways brands can reciprocate their patronage.

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THE CONTACT CENTER: A Quick Guide on Customer Support 31 5 Reasons Why Online Transactions Fail Failed transactions are one of the most common challenges that online businesses and shoppers face whenever online payments are involved. As simple as it may seem, online payment is a complex process. A single glitch in the payment system can cause a cascade of errors that eventually hamper the complete transfer or exchange of money between the two parties involved. Failed transactions occur more often than not—and each it happens, the security and privacy of online shoppers are also compromised. Not to mention, unsuccessful transactions waste the customer’s valuable time and money. It is a must to know that there are two possible types of unsuccessful payment transactions. It can either be that (1) the amount is not charged or (2) the amount is charged. Basically, the first instance is relatively a minor issue as this only means that there is insufficient money or balance left in the

THE CONTACT CENTER: A Quick Guide on Customer Support 32 payer’s bank account. As for the second type of failed transaction, it indicates that money has already been processed yet failed to materialize. The second instance usually points to a more serious issue. But whatever the instance may be, it is still imperative for all users to have an in-depth understanding of the reasons why the processes involved in an online payment system tend to encounter certain discrepancies. That said, below is a list of the most common reasons why an online payment transaction fails, along with simple ways to avoid these blunders: 1. INTERNET CONNECTIVITY Since the internet serves as the very backbone of making online payments possible, any issue associated with internet connectivity may abruptly disrupt ongoing payments or stop it from taking place. Additionally, an unstable internet connection can also be a factor that hampers the success of online transactions. In other instances, users tend to be careless when purchasing online—closing their browsers or exiting online payment apps even while the payment process is still ongoing. In order to avoid these scenarios, it is important to have a stable internet in place when making purchases or sending payments online. Always make sure that payments are successfully completed before closing the browser or application. Check for a verification code or message that confirms the completion of the payment process. 2. DOWNTIME OR MAINTENANCE For starters, a payment gateway and a bank and/or card firm are required before an online payment process can take place. If any of these components

THE CONTACT CENTER: A Quick Guide on Customer Support 33 are undergoing downtime or maintenance, there is a high probability that the transaction will not push through. It is important to stay updated with the card company’s announcement of downtime and maintenance schedules. This way, users will get a heads up and eventually schedule their payments ahead of time. On the other hand, unannounced downtimes are also unavoidable. At times, banks may allow users to transact for a specific timeframe. Should a user fail to make transactions during the given time constraint, the payment process will not be completed. 3. AUTHENTICITY The bank’s system usually traces the spending patterns of the user. As such, it may flag the transaction if the system detects hints of a security threat. Banks may decline to process the online payment once they see that there is something wrong with the authenticity of the transaction or a user transacts money beyond their usual spending threshold. This usually happens when the card is used in a different country. The best way to prevent being flagged by the bank system is to stick with one’s usual spending patterns. Always be mindful of credit limits and try not to exceed it. If the purchase or payment involves an emergency or urgent need, it is important to call the bank or card firm’s customer support and inform them beforehand. 4. WRONG DATA Online payments have a very strict and sensitive authenticating system. Since online payment processes deal with money, the system is very stringent when

THE CONTACT CENTER: A Quick Guide on Customer Support 34 it comes to any false, inaccurate, or missing data. Any transaction with mismatched credentials or incomplete information is bound to backfire. It is best for users to double-check every information they input before they get started with their payments. Be very wary when entering pin codes or passwords as financial intermediaries may impose data input limits. More importantly, adhere to an online payment system’s requirements and directions at all times. 5. BALANCE Basically, an online payment transaction will be declined or refused if any of the two instances take place: One, there is insufficient balance in the cardholder’s bank account; and two, the cardholder is purchasing beyond their credit limit. Cardholders should always check their balance before making an online payment as well as adhere to rules when using credit or debit cards. Online payment processes offer a seamless way for users to purchase items through the internet. But as prolific as it may be, there are still underlying issues that inevitably take place in the midst of any transaction. It is a must for all online shoppers to comply with the rules and regulations coupled with the online payment system they are using. They must also coordinate with the bank or credit card provider involved in the purchases or payments they make online. Next time an online transaction fails, it is important to have a deeper analysis of why it failed. Once the reason for failing is correctly identified and assessed, it will enable shoppers to do the necessary actions or retrace the steps to help ensure that the transaction will be successful the second time around. Furthermore, knowing possible factors that affect the success of an online transaction allows customers to minimize the chances of encountering

THE CONTACT CENTER: A Quick Guide on Customer Support 35 the said issues in the future.

THE CONTACT CENTER: A Quick Guide on Customer Support 36 How Important is Live Chat for Your Ecommerce Business? 73% of customers find live chat to be the most satisfying way of communicating with a business. Customer satisfaction is the key factor for every business’ success, whether the business is serving its customers online or offline. It is essential that customers are always at the heart of a business’ objectives and strategies because it leads customers to recognize that they are of great value to the company they are supporting. Physical retail stores employ sales personnel who is responsible for answering customer queries in real-time. Most of the time, sales personnel assists a customer in the decision making process for their purchase. On the other hand, the lack of available personnel in online retail stores may leave customers challenged and dissatisfied during their purchase.

THE CONTACT CENTER: A Quick Guide on Customer Support 37 Online communication for online retail stores may lead to customer dissatisfaction when customers’ questions are not answered promptly due to long queues and other external factors. This is where Live Chat becomes an important factor. Live Chat is a helpful option that enables online shops and eCommerce websites to initiate conversations with customers visiting the website or purchasing via the online shop. It sets up a chat widget at the bottom right side of the website. It can be minimized and pop up only when the customer clicks the icon. Incorporating Live Chat into an eCommerce website has many advantages, including the following: 1. Responding to different queries simultaneously Receiving a myriad of questions and complaints can be overwhelming but not with live chat. There are occasions wherein multiple customers unexpectedly decide to visit one store to purchase their needs. When this happens, some customers may need additional information prior to making a purchase. There may also be customers who have encountered issues regarding a certain item. Both scenarios will likely entail the prompt assistance of a customer support representative. A live chat agent has the capability to respond to concerns of several customers at once due to the special features most live chat apps bring. When using a live chat app, a support agent is able to preview what messages customers send; hence, they have the opportunity to prepare their answers. For instance, live chat agents can simply send canned messages to frequently asked questions to save time for more specific questions. Thus, there is no need for customers to wait for a long time before they get the response they need. In the long run, the positive experience and satisfying support that

THE CONTACT CENTER: A Quick Guide on Customer Support 38 customers experience with live chat support agents will likely encourage brand loyalty.

THE CONTACT CENTER: A Quick Guide on Customer Support 39 2. Online viewing of reports and analytics Tracking the performance of every live chat agent is important as this will inform business owners whether their team is carrying out their duty effectively or not. Online viewing of reports allows business owners to check specific information such as: ● Answered chats – This indicates the total number of chats that live chat agents can handle in one day. Having knowledge of the total number of answered chats indicates whether there is a need to hire additional customer support representatives or not. ● Unanswered chats – This shows the number of missed chats. Missed chats usually require live chat agents to send a follow-up message through their email. The follow-up message should prompt the customer to re-send their inquiries or converse with the available live chat agent to resolve their issues. ● Greetings efficiency – A timely greeting can increase conversions. Tracking which ones lead to chat engagement and conversion and determining messages that need to be enhanced is necessary. ● Chat rating – After a conversation with a live chat agent, a customer can either leave a thumbs up or thumbs down reaction depending on how satisfied they are with how their queries or issues were handled. ● Chat engagement – Generally, website visitors chat with customer support agents when they are in need of assistance. For instance, when a visitor is stuck on the same page, it may imply that he needs more information about a product. As such, sending a timely message can keep them engaged. If customers asking for additional information on products are frequently encountered via live chat, then customer service supervisors should discuss with their team ways on how they can engage site visitors more effectively and encourage them to make a purchase.

THE CONTACT CENTER: A Quick Guide on Customer Support 40 ● Pre-chat survey – Collecting a visitor’s information such as his name and email address prior to having a conversation with him leads to more personalized service. Reports and analytics of chats exchanged between support agents and customers provide in-depth references for business owners that help them to check which areas of the service or products need improvement. 3. Cost-efficiency Phone support comes with costly expenses, especially when there is a high volume of customer inquiries that the customer support team receives on a daily basis. The operating cost can accelerate by hundreds of thousands of dollars as customer service through telephone conversation usually ranges from $6 – $12 per call. Live chat support is the exact opposite. Live chat is cost-effective because of the following reasons: ● It can cater to several customers even with minimal manpower available, which means that it is unnecessary to employ more agents. ● It reduces product return as live chat support can help a customer purchase a suitable product. The business will have an increase in the number of product orders it receives. ● It lowers waiting queue time. 4. Increases conversions and sales More often than not, the live chat applications available to be used for customer support include features that enable customer service representatives to gather additional information regarding website visitors.

THE CONTACT CENTER: A Quick Guide on Customer Support 41 Site visitor information that can be collected via live chat may include their name, address, product preferences, and their activities on the site. This information enables an agent to decide which products and discounts to offer and which upselling or cross-selling methods would be most appropriate for each customer. Increasing conversion rates via live chat require the following simple steps: ● Educate the team about the appropriate manner of conversing with customers ● Understand the common activities of website visitors ● Give support agents the necessary information about the company’s products in order for them to provide viable solutions or answers to their queries and determine what to offer to customers

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