When looking for how to improve customer service support, it seems to me that they have been taking a look at the issue from the wrong angle for some time. Part of this is our tendency in business to fall in to ruts of convention, & of the signs of our customer support dilemmas is a result of similar ruts.The backbone of customer support is the call middle, which was our only choice until recently when the world wide web became more viable as an always-there medium. To improve customer support, they invented great machines that redirect people based on touch tone directories. |
And so it went, with phone trees & voice recognition making a labyrinthine abyss out of most call centers. Add to this the shortage of agents to handle demand has resulted in lax hiring policies regarding customer support skills. While turnover of the incompetent is justifiably swift, the destroy is done regarding that customer experience.
So, they have tried & tried to improve these call centers, & improve resolution designs for various contingencies, & they have gotten some improvement out of it. I think this is because there's things they could be looking in to to relieve the strangulation of the call middle, thus making it far less of a trouble. Here are tips on how to improve customer support more creatively.Having a dedicated team of agents reading electronic mail from customers is a great way to alleviate traffic away the call middle, while sparing some who are not fans of rings a way to get around it. Still, this is a useful channel, & while plenty of companies do have contact electronic mail addresses as a standard, customer support through them is not there.Social networks are now an established part of the zeitgeist, & as a result, they are integrated in to most peoples' lives.
A customer would follow the company, and tweet to them what they must say. They may make complaints, post compliments or ask public sorts of questions. In the event that they have a serious issue, the company will follow back, and an agent will handle the customer over private message.If it needs to be sent over to the call middle, this agent can then give a specific number to the customer to call an agent. This particular call middle agent will know the customer will be calling.This is a way to reduce the inconvenience even further, and tap the ubiquity of Twitter to make customer support more efficient and more flexible.Crowd sourcing is another alleviation that also serves to generate established, knowledge communities who follow your product or service. This is only obviously appropriate for questions and resolutions that require no sensitive knowledge, but is a great way to take these questions away from the call middle, at no added cost to the company in order to implement it.It only costs whatever you use to incentivize the customers to help another, and that is entirely at your discretion, of work.These are the things I feel are more creative solutions on how to improve customer service support.
For more details Please Visit: http://illuminancesolutions.com.au/ and do a mail email@example.com. You can call on the no.: + (08) 6102 0617.
Related Articles -
customer service tools, customer service programs, improve customer service, how to improve customer service,