How To Improve Customer Response Time

How To Improve Customer Response Time In 2021

This is the era of technology and people here are exposed to thousands of products and services. In a matter of seconds, customer priority changes from one brand to another with the customer response time.

Today. I will tell you the interesting ways to improve customer response time without thinking too much.

Interesting Ways To Improve Customer Response Time

1.      Common Complains:

First, identify the most common problem which you face when selling the product. Then generate those problems in FAQs with answers in a series of question lists and with the help of AI as soon as customers ask questions in a chat box, relevant answers will pop up.

2.      Help Line:

Establish hybrid support. This means hiring professional customer support agents. It’s up to you for how much time period, but best is 24×7 and give them appropriate training regarding what kind of business they are hired in, the product, how to sell and solve queries if FAQs fail.

Knowing more about the product and how to deal with the queries will increase the turnover and goodwill of the company. This surely affects customer response time to a great extent.

Make your customer support available not just on calls only. Expand your support on social media on those social sites which are popular worldwide. Try to engage your customers over there through emails, messages, or make an app for support.

So, various platforms will help the business in improving customer response time more efficiently.

3.      Identifying Problem:

If the problem is not solved at the same time then and there by genuine agents, tell them we have sent it to different teams for assessing the situation more deeply.

Best method is to generate a complaint number/ticket and assure them we have handled their problem as most priority and as quickly as possible.

4.      Follow up The Complains:

When the complaint is successfully handled, your customer support must ask for overall experience from the customer. This way, customers will get highly motivated with the ensured customer response time.

Even after sales service will get you an idea about the product quality, problems faced during usage and will be easy for you to assess the product pros and cons easily and refer the best product to the customer in comparison.

 

5.      Friendly User Interface:

If you are solely handling customer support through a website, make the option of customer support easily available on the front page with fewer complications.

Try to make the interface less laggy and make it available in different languages or either with accurate translation this way your rating will increase. In this way, not only general sales are influenced but B2B trade leads also increase.

6.      Train your team with enough knowledge:

With less knowledge about the product can lead to the downfall of customer expectation and result in failure of business.

According to the report, 90% of customers switch their businesses due to negative responses and because of this, you might lose your long term loyal customers. This reflects bad brand image.

The best practices to improve your customer service staff are as follows:

1.       Give them training daily on new features of your product and emphasize brand message. We should do this across all team members.

2.       Keep monitoring each and every employee on their performance and make key points for upcoming training sessions.

3.       Share important reports of the product with the whole support department.

 

5.      Self Service Available:

Most of the time, customers are happy when information is directly available on the internet without getting any help. So, make sure you give them the access to information about the product easily on your website.

Getting simple solutions and saving time connecting to agents and waiting in the queue. Many customers will be happy to find their own answers and encourage your hard work to make things easy and accessible.

6.      Auto Emails:

Every business aims to cater to every customer of theirs at priority, but sometimes too many emails customer representatives mistakenly leave unread emails behind.

For instance, you are waiting for a full response to get from the customer service agents, or maybe their longer queue than you have imagined. Whatever the reason for the delay, the customer will expect from you to give him a reply in a limited time as he’s expected.

So, avoid losing emails in the system or the reply time being late for longer duration, try setting up auto time based email alerts. This will help you increase satisfaction in customer response time and in return more positive reviews will generate across different platforms.

7.      Listing and Make priority the queries you receive:

One of the simple ways to speed up the customer response time is to list and make priority the questions you receive.

When you receive a question, make its tags, subject and assign it accordingly. Different subjects have different priority levels based on situations like time needed to respond. Once you have made a list and priority now, your team can respond more effectively and efficiently based on listing and priority at a time of long queues as compared to focusing on least important to business.

Conclusion

That’s all, folks! With these practices, you will surely gain more customers and meet their expectations as well.

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