Did you know that 82% of consumers have stopped doing business with a company because of bad customer service? It is inevitable, in any business, that there will be times when customers are frustrated with a product or service but there are things you can do to help provide efficient service and keep customers happy.
Customer frustration can be caused by difficulties getting queries resolved; issues with a product or service; or long wait times with customer service departments. While some of the causes are out of your control, how you deal with this frustration can be critical to retaining customers. There are things you can do to quickly and easily improve your customers’ experiences.
Firstly, imagine ordering a product and it arrives damaged. You call the company you ordered it from, they answer promptly, take your details and send you out a replacement with next day delivery. While it caused you a slight inconvenience, you are unlikely to think badly of the company because of it and if the product is good, you might order from them again. However if in the same situation, you phoned the company and were passed to 4 different call handlers, with a 10 minute wait each time and you had to repeat your name, address, order number and payment method. They then send you out a replacement, next day delivery. Your problem has still been dealt with but it has been so inefficient and frustrating that you are unlikely to buy from them again.
Getting cases to the appropriate team and ensuring that they are resolved quickly is important. If people have to wait on hold or get passed between departments, they are much more likely to be unhappy with the service, even if their query is ultimately resolved. Efficient service makes all the difference!
Secondly, if you contact a customer service department about an issue with a service that has already seriously inconvenienced you, it’s likely you will already be very frustrated at the point of making contact. Prioritising cases based on emotion or sentiment means that frustrated customers can be prioritised and a quicker resolution will reduce the risk of them switching.
There also may be processes in your customer service department that need streamlining or agents that need specific training. You can easily highlight areas for improvement, with a tool like ours, by tracking the efficiency of cases – whether they are closed, reopened by the customer, handed to another team. This allows you to develop new processes, improve existing ones and ensure staff receive the appropriate training.
Making simple changes like these to improve your service efficiency can yield impressive results. Using our tool, our clients have seen an average 8% increase in service efficiency. Based on average salaries, this is worth £140,000 in a year for a team of 100 agents.
To learn more about our Automatic Case Categorisation AI and Service Efficiency tool, visit our product page!