Is your average customer service response time on par with the customer expectations? How responsible is your team about quick resolutions to tickets?
If you think that the speed of your customer support response doesn’t matter, think again. How quickly your customer service team responds to queries is one of the most critical factors in customer satisfaction. In fact, 53% of customers reported being irritated if they don’t speak to a real person right away, while 75% of customers think it takes too long for them to reach a live agent.
If you think that these statistics don’t mean much, consider this: a whopping 91% of customers won’t do business with you again if they’re unhappy with your service.
Thankfully, you don’t have to lose out because of slow customer service or email responses. In fact, there are many relatively easy strategies you can put in place to provide timely responses and keep your customers happy.
Here are 5 of the best strategies to ensure quick response times by your customer service team:
1. Measure Relevant Metrics And Dedicate Resources Appropriately
By studying relevant trends and analytics, you will be able to make more effective decisions on when and how to dedicate your customer service resources. These relevant metrics will help you to figure out peak and slow times, allow you to assign staff to decrease wait times proactively, and can also save you money by reducing staff for quieter periods.
2. Place Emphasis On Quicker Customer Support Channels
Certain channels (e.g., live chat, social media) are simply easier and more convenient to answer a number of customer service requests and meet customer expectations. A phone support agent can only handle one phone call at a time, whereas a live chat agent can handle multiple chats, allowing them to provide quicker customer service. As a result, it may be worth emphasizing these channels, such as by offering proactive live chat invitations on your website or prominently featuring particular customer service channels over others.
3. Ensure Your Agents Are Knowledgeable
A customer service representative who is knowledgeable about your product and processes will be able to offer solutions without having to take the time to consult supervisors or other resources, giving your customers speedy solutions to their problems. Proper agent training also has a part to play in providing a good customer experience. In addition to ensuring that your support team members are incredibly knowledgeable, you can also give them access to a detailed knowledge base and information they may need to help the customer as quickly as possible.
4. Empower Your Customer Support Staff
Does your customer service agent need to consult a supervisor every time they offer a discount or special offer to a customer? Maybe you should follow the example of Ritz Carlton Hotels, who empowered every one of their employees to provide up to $2000 in discretionary spending without management sign off to resolve guest issues. By enabling your agents, you can allow them to quickly provide solutions that will increase customer satisfaction without having to forward them to a supervisor and restart the whole process.
5. Increase Self-Service Methods
The best way to ensure quicker response times is by not having to respond at all! By providing self-service methods such as knowledge base, video tutorials, user forums, chat rooms, common questions and FAQs, many customers can avoid having to contact a customer service agent altogether, freeing up staff to answer customers who have issues that can’t be resolved otherwise.