By: Amy @IWantItNowBlog Clark
The Christmas season bring with it a lot of shopping noise. Businesses on the one hand need to compete with competitors to attract consumer attention, and win their choice of what to purchase. On the other hand, from the side of customer service, businesses are also trying to limit support costs, which can run rampant this time of year, while still giving customers a satisfactory experience, one which will (hopefully) bring them back again.
Online shopping is of course no different. We know that 83% of customers require some degree of customer support while making a purchase online, and it is imperative that we continue to encourage sales by being proactive and engaged with potential customers prior to purchase. E-Commerce strategists want to provide a user experience on your website or mobile app that is personalized, user-friendly, and one that will not result in customer confusion, frustration or abandonment.
Toward that end, customer service managers need to adopt strategies which will not only help to build a strong relationship with their customers but also enhance their team’s work efficiency, lower turnover rates and overcome the customer frustrations. Contact centers are loaded with a huge number of incoming customer service requests which not only challenge their ability to respond to all of them quickly and successfully but also challenge them to provide best quality services.
To lower these incoming requests, customer service managers should consider the following tips:
1. Implementation of Self-Service Tools
Studies have shown the fact that customers prefer to choose self-service rather than depending upon a support agent. Forrester says that 60% of consumers use web self-service knowledge to find answers to their questions. If adopted by customers effectively, self-service can not only lower the volume of incoming requests but also help reduce the service costs without affecting the standard of professionalism and loyalty. Obviously getting customers to adopt self-service is tricky, and utilizing WalkMe can help.
2. Proper Use of FAQs
The volume of incoming requests can be reduced by proper utilization of FAQs pages. Though it is one of the simplest and effective means of checking the problem, in most cases, it is overlooked. Proper utilization of FAQs would help the managers to manage their time effectively along with a high standard of customer service.
It is always advisable to give a detailed description of the product where the buyers can get their answers right away from the listings provided under the description. In cases, some highlights can be made for easy customers’ scanning.
4. Technical Support
Depending upon the product and the persons using that product, some of the technical supports such as email, phone, ticketing system, social media and real time chat can be implemented for better management.
Available time should clearly be mentioned in case if the phone support services are provided. Though email is one of the significant support mechanisms, templates should be created to respond to the requests. Social media such as Facebook and Twitter also play a vital role in this regard. Such a support system will enable managers to respond quickly to the customers’ requests. Another way of handling the incoming requests is the ticketing system. It helps to keep a track of the request, time and the person assigned to respond. Last but not the least, one of the best means to reduce the incoming requests is the real time chat. It not only enables quick response to the queries satisfying the customers but also assure a high quality customer service.
5. Support System
Customers can learn the use of apps in a number of ways. Some like to play with codes while some rely on visual documentation. So, if support materials can be provided in various formats keeping in mind the different levels of learners, it will help to reduce the number of requests from the buyers end.
Customer service is a very important factor to build a company’s reputation for the long term. To ensure a good company’s reputation, customer service managers should be creative, organized and active listeners to develop a better understanding of the customers’ demands and provide the best quality services.