Seconds matter when it comes to customer support. Your customer support agents need to know how to quickly find the answer to every question that comes in through your customer support channels. Even when the solution to the problem is not known right away, there needs to, at least, be an immediate acknowledgement of the problem. Once customers submit their questions, customer support agents have to let them know the question was received, ideally before the customer has even shut down their email or left the website.
We have all been programmed to expect things very quickly in any situation. Companies that recognize this help customers feel confident about a brand and it can become a value-added competitive advantage. Regardless of the channel customers use to contact customer support, there are things to consider to help achieve quicker case resolution.
Phone support: In the ideal situation, a real person would answer the phone and route calls. In a large call center, that is difficult to do. Companies must have a clear system for routing calls to the right department. When the customer can’t get a hold of a customer support agent through a cumbersome phone system, offer the opportunity for a callback. That way, the customer’s hold time is essentially zero. A metric of how well this is working for your company is to measure hold time and abandonment rates. How many people are hanging up before reaching a customer service agent? It may only be a matter of a few seconds that determines your ability to help a customer before they slam the phone down in frustration.
Email support: This often does not result in an immediate resolution to the problem. However, an automated response should be set up to acknowledge receipt of the message while also letting the customer know what’s next. Are your email tickets normally solved in 24-48 hours? Make sure your auto-reply acknowledgement includes this information. Managers will want to watch for any tickets that remain open after the 48-hour mark.
Instant chat: From your website, a customer support rep can answer questions through a live chat tool, such as HappyFox Chat. The customer does not even need to leave the screen to get instant answers to their questions. With HappyFox Chat, features such as canned responses help customer support agents further decrease response time because they are not constantly formulating new answers.
For all channels, managers will want to measure when the request came in (phone, email, chat) and when it was resolved. What’s the average time period for resolution and does it vary by channel? How often is a case resolved during the first contact? And when it is resolved during the first contact, on which channel does that tend to occur? Follow up every metric about case resolution with a question about customer satisfaction. You may be happy with your time to reach resolution, but are your customers? That’s the one metric that really matters. Speed will absolutely set you apart from your competition if you have satisfied customers to go with it!
Once you’ve started to implement the first two pieces for faster support, visit HappyFoxChat to learn more about how it can help you truly improve your response times, plus, you can start today with your 14-day free trial!