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Technology is great as it can help a business to grow, streamlining procedures and systems, and helping to remove human error from the equation. However, when you are looking to expand your business, it is vital that you also take into account the user experience for your customers. Long waiting times on the phone equal unhappy customers, so you will want to reduce waiting times as much as possible. Read on to find out how to give your customers the service that they deserve.
There is an excellent article on this subject online, and you can also continue reading to find out how to give your customers the service that they deserve.
Recognise Your Busiest Times Of The Year
You can read excellent articles on reducing customer service queues, but the first thing that you will need to do is analyse your business and see what days and times you receive the most amount of telephone calls. You will want to have as much data as possible, so the longer this data goes back, the better. By analysing this information, you can then predict when the busiest times for your business are, and create a plan to take this into account. You will then need to decide on how you are going to best deal with your customer’s calls and come up with a solution that will streamline the process, keep the customers happy, and allow the business to flourish.
The Automate Option
There is plenty of technology available for you to automate your telephone systems. However, these often frustrate customers as there can be long queues and delays. People can often go round in an endless loop of pressing buttons just to try and speak to a human. When they finally do get through to someone, they usually take out their frustration on the worker answering the call, which puts them on guard straight away. A system like this is an excellent idea for a business that has grown too big and lost touch with its customers, but is that what you want for your business that you have built and nurtured from its inception?
The Personal Touch
Another option is to use the services of a company that provides a call answering service for businesses in the US, and there are a number of these offering services catered to all sizes of businesses. If you want to, you can have someone answering your telephone 24-hours a day, seven days a week, alternatively you can define your business hours and have a professional service speak to your customers for you. Even if the customer cannot get an answer straight away, being able to talk to a living person goes a long way to ease frustration, especially if there are problems to deal with an order or service received.
Multiple Channels Of Contact
There are now often a lot more ways of contacting a business than the regular person would consider, with social media playing a vital role in communicating with the customers of a company. Customers all have their preferred platforms and social media accounts, and it is essential that you identify the mediums most in use with your customers and give them an additional point of contact. Going that extra mile and keeping your business personal is one way that you can impress customers in this modern digital age within which we live.