That's not a situation where you want to be, is it? Before you know it, you’ve got requests piling up from the same customer, on the same topic. While waiting for a reply, they may call you on the phone, write you another email or reach you through any other channel. Why? If the customers who address support via email or a web form don’t get a reply for some time, then they start doubting if the support team even received their request. Responding to your requests straight away would work to your advantage when it comes to reducing the queue. That’s a pity, because if you can reply to the customers’ requests within a few minutes, you can expect that customers are more patient and are happier to wait for a more complete reply. However, according to our own Customer Service Benchmark report, we found that 90% of companies (of 1,000) do not acknowledge or inform the customer that an email has been received. For example, you can inform them that you received the request and are now working on it. What they do expect is that you give them some kind of response quickly. It's not possible to solve every problem immediately, but customers don’t expect that from you. So when it comes to providing positive service, be quick! This is nearly double the number of customers (17%) who would recommend a brand that provided a complete response, but was slow to respond. Good communication is vital and customers hate waiting.īut just how important are response times?Ī survey by Nielsen shows that 33% of customers' would still recommend a brand that was quick to reply, even if the response was not complete. Here are five ways customer service software can help you handle your customer service queues. 5 ways to manage your customer service queues These ideas will help you turn support into a painless process and reduce customer service queues.Īnd, most importantly, give your customers what they want – quick solutions to their problems. Today, I want to give you some ideas that you can apply to provide a more responsive and well-managed customer service. This is where customer service software can help. And if you don’t have enough support resources, you’ll need to get smarter about how you manage your incoming customer support requests. Of course, your goal is to respond and solve all customer issues quickly and go above and beyond customers’ expectations.īut then you are trying to cope with an overloaded customer support inbox, which might become a real challenge. Well, according to Fonolo 82% of customers say the number one factor to great customer service is having their issues resolved quickly. These are the kind of numbers you want to avoid. Research by The Rockefeller Corporation found that 82% of customers will leave you and shop elsewhere if they are unhappy with the service you provide or if they feel that you do not care about them.Īnd when customers are unhappy, they will share their experience.Īccording to White House Office of Consumer Affairs, an unhappy customer will tell between 9-15 people about their experience While 13% of unhappy customers will tell more than 20 people.Īnd research by Nielsen-McKinsey found that a negative post on social media has the same impact on a customers' decision as five positive social media posts! Today, more than ever, it’s essential to provide great customer service. When you login and the first thing you see is a backlog of customer emails, it can be overwhelming, right? How do you stay on top of your customer service queues?
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