A Quick and Easy Fix for Your Customer Service Strategy |
Posted: September 23, 2019 |
Nailing customer service has gradually become more important, especially because many people now value their customer experience more highly than the product or service you’re offering them. If you find yourself struggling on the customer service front, there’s a quick and easy fix that’ll get your business back in fighting shape. Typically, you’re going to need to revamp your call center, and there are certain things to keep in mind while doing so. Customer service with an emphasis on automation Now, you may be thinking “there’s absolutely no way I can manage a call center”. And if you’re talking about a traditional call bank that takes up major office space, then perhaps you’re right. However, even smaller businesses can run a more effective customer service department with some of the automation tools provided by companies like BrightPattern. By leveraging automation and AI, these powerful new call center capabilities are doing wonders for enterprises and startups alike. Especially if you’re unable to allocate large amounts of your resources and manpower to staffing a call center, automated call tools are able to reduce wait times and improve customer satisfaction by streamlining the calling process. With the help of interactive voice response (IVR), customers can navigate preconfigured menu options and provide basic identifying information. After the customer has gone through all the prompts, their call is then routed to the appropriate department, be it sales, advertising, or HR. In the event that a line is experiencing longer wait times, the customer can also be placed in a callback queue. This adds up to far less time spent on hold and more time addressing a customer’s issues. Plus, since they’ve likely provided their information to the IVR system already, this step can be skipped during the callback. Additional benefits of call center automation Call center technology wouldn’t be a quick and easy fix if it didn’t come with added perks as well. For instance, think of all the potential applications of IVR technology. Say that you run a business based in San Diego but want to cater to customers around the globe. Naturally, it might be difficult for you to connect with a customer who’s in a far different time zone than yourself. Sure, you could rely on email to handle your communication, but then you end up losing that human component that draws customers back time and time again. With IVR tech in place, customers can access basic information, place orders, and view balances all without needing to connect with a live representative. Then, the call is directed to the appropriate department which is able to reach back out at a more convenient time. That way, you’re able to maintain some of that human interaction without stretching your business too thin. Another benefit lies in cost savings. While you shouldn’t be operating a skeleton crew, you can make leaner staffing decisions to cut down on payroll costs since an IVR and automated call technology can both remove some of the legwork from the customer service process. How you go about staffing is ultimately up to you, but if you’re looking to expand your profit margin, it’s important to take a closer look at labor costs. The smart fix Of course, leveraging new technology can’t exactly fix everything in your customer service department, but it can go a long way towards smoothing out existing issues and easing the strain on your employees. Plus, it shows your customers that you strongly value their time as well as their business. This can lead to repeat customers as well as help attract new ones. Happier customers and happier employees? That’s a win-win right there.
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