Excellent customer service is one of important keys for your business to thrive. It helps your brand to build trust with your customers. It is easy for customers to turn their heads to other brands once they experience poor customer service. Hence, quality product is not the only factors that can lead you to successful business. More importantly, customer service that is delivered with quick response is what customers want.
How not to delay your customer service response
Responding to inquiries quickly is important. Of course, satisfactory resolutions are also essentials in customer service. However, sometimes resolutions is poor in some situations. The only thing that can save your customer service is at least the fast response.
One of the problems with small business is that it is not easy to deliver quick response keep the staffs on hand for 24/7. That is why most of small businesses opt for outsourcing where they sign a contract with remote support companies. This way, they will have teams as well as scripts to handle support. Minimizing delays is essential when it comes to delivering excellent customer service. Responding as quick as possible is your goal.
There are many ways you can do to reduce delays in customer service delivery. For example, you can opt for multiple channels instead of relying only on one channel. Too few options of channels will only result in long queue which also result in delay. The more support channels you have, the faster you will be able to respond to customer inquiries.
Various channels you can try to establish to improve your customer service performance include social media, phone support, live chat, support agents, and direct tickets. Make sure that those channels are always available and active. They are accessible platforms to gather customer inquiries so you have quicker responses to deliver.
Customer inquiries can be overwhelming especially when they are jumbled randomly. Hence, it is best to try organize and filter them. Funneling customer inquiries to the right people make it your customer service also more efficient. Make sure that each channel you establish has each method to filter inquiries efficiently to the appropriate team to respond quickly.
Communicate clearly with your customers so they know what to expect with their inquiries. Every company may have work differently. Make sure that you let your customers know how long you need to help them. For example, phone support is essential and you don’t want to put your customers on hold for too long than necessary. Tell them how long you need before calling them back clearly and commit to it.
You can also promote self-service to your customers. It allows them to be follow the guide you have given depending on their issues. It allows them to self-diagnose and find useful steps to solve their issues. This way, customers don’t have to wait until they get response from you. However, make sure establish system and plans that will be helpful for your customers and their problems.