As a business, one of the single most important things that you can have in-house is a quality level of e-mail and phone support. Many businesses suffer from a lack of quality when it comes to their support system. If you are unsure about what changes to make to improve upon your present support platform, we have some ideas that you can utilise below.
If you are intending on making changes to any part of your business, make it your support platform. What, then, do you need to change for a more robust support network?
Make service emails a priority
One of the biggest mistakes that many businesses make is they do not prioritise answering customer emails. Emails are still by far and away one of the best ways to get in touch with your business: failing to prioritise it as a form of communication is very poor business sense.
Indeed, you should also make sure that you allow customers to know that A) you received their email and B) you will respond in-person ASAP. Many companies can be hours, even days, before they even respond to a customer: without even letting them know the e-mail was received in the first place. An automated response to every e-mail is a good way to let the customer know that you are on the case.
Make service responses more efficient
As mentioned above, many companies have shockingly poor response times. A response time can be as much as 12+ hours in the business world. You might be surprised to find out that customers don’t like waiting half-a-day for a response!
Make sure that you take the time needed to repair and improve the speed of response. Making use of additional e-mail support staff to help get answers back within an hour or two is much, much more likely to improve customer confidence in your ability to service their needs.
You still need phone agents
While many companies are cutting back on the use of phone agents as they have live chat systems, it’s nowhere near strong enough to do it all on its own. A computer AI can never match a human for their ability to solve problems, provide empathy, and let the customer know that the problem is being handled. As such, having phone agents who can immediately contact a customer regarding their query is going to show an immediacy and urgency that chat boats cannot show.
Don’t start cutting down the number of phone agents you have: this will help to avoid waiting times to speak to support staff, and will avoid giving people a scripted, unprofessional, impersonal customer support experience.
Make everything more specific to the person
Before a single reply is given to a customer, though, make sure the phone/e-mail support agent has looked over their file. What is the problem? What could they be getting in touch over? Have your staff look at the problem prior to picking up the phone/sending an e-mail response.
If you do that, you make sure that your responses are going to be much more personal in relation to the problem. Giving people cookie-cutter responses to their problems will not produce the positive response you think it might!
Make everything more personal; five minutes of reading over each customer profile prior to answering their query can go a long, long way to improving workplace performance.