When you're preoccupied with a workload coming from all directions, customer service needs commonly fall to the wayside. You might be aware of the issues, but taking action can slip through if you're overwhelmed by tasks.
Ignoring the issues won't make them go away; taking steps to address them and fix them is the first step to growing your business.
Here are five thoughts you need to stop ignoring when it comes to your customer service.
Most business owners and managers focus solely on bringing in new business and increasing revenue, putting customer service needs to the side. It’s easy to forget without proper customer service procedures in place, you'll lose your customers and that affects your bottom line.
Did you know three out of four clients turn to a different brand due to an unsatisfactory customer service experience? If that number didn't scare you, did you also know companies lose $2,378 per second due to inadequate client support procedures?
On top of all that, a recent survey found 82% of customers stated they switched companies after a lousy consumer care experience.
Poor client care could be severely hurting your business. It is time to stop ignoring the poor customer service your business delivers. To grow your business, you must first assess the quality of your company's client services.
If you don't have the infrastructure to support customer service needs, consider hiring an answering service. They can help you with an influx of calls, schedule appointments and mirror your brand's culture while interacting with your customers. This way, you can continue focusing on growing the business and other crucial tasks without spreading yourself too thin.
One loyal customer can bring you dozens more, but just one bad review can scare away many more prospects. Your biggest assets are your loyal customers. Every complaint will hurt your business — you must take them seriously and try your best to resolve them, especially if the complaint is repetitive.
It is human nature to spread bad experiences more than satisfactory ones. A report from Harvard Business Review shows 65% of clients would speak to at least several people about their poor experience with a company, which most businesses can't afford.
As a manager or business owner, the thought of replacing an employee on top of your busy day-to-day activities seems daunting, but sometimes it's necessary.
If you continue to receive complaints about a customer service agent, don't ignore it. It could be hurting your business — both in revenue and reputation. Keeping a team member who is hurting your brand will also show your customers you don't listen to their needs.
If you believe you can salvage the relationship with your employee, go ahead. Maybe the team member needs more training, or perhaps they aren't a good fit. If the latter is the case, you will need to let them go.
Inevitably, you won't make everyone happy, but there are many times when business owners get negative feedback and ignore it. Excuses like "they were unreasonable" or "that customer had no idea what they were talking about" are commonly thrown around.
Instead of brushing these experiences under the rug, take it as an opportunity to learn from the situation. Yes, there will be some people who have a chip on their shoulder and some pretty unreasonable complaints, but it doesn't mean that you should ignore them. If you dive deep into the problem without passing judgment, you can still pull valuable lessons out of it.
Find out exactly what went wrong from both parties and why the customer is dissatisfied — perhaps you’ll be able to avoid or resolve this issue if it comes up again in the future.
Conflict resolution procedures are often overlooked, but it's crucial your team gets proper training in this area. This way, your employees will know how to deal with uncomfortable situations and conflicts that potentially hurt your reputation (and team morale).
For smaller businesses, it can be difficult to answer every call and resolve things quickly. Typically, small businesses only have a single receptionist to handle phone calls and email correspondence. But it is of utmost importance to address your clients' needs in the shortest time possible.
Today is the age of the consumer, and with a good reason. Their needs are what drive your business in the first place and just one unsatisfactory client care experience can chase them away.
In this fast-spinning world, customers expect short wait times and quick responses. The length of response times directly affects the likelihood of a customer buying from you again. There is a 55% chance that the prospective customer won't buy from you again if your answer takes longer than a week and a 45% chance they won't come back if you don't respond in a matter of days.
Catching up with the "here and now" demand can be challenging even for larger companies, let alone smaller brands. That's why it's essential to make your process as efficient as possible.
Consider investing in training your current employees or hiring more staff if necessary. Does your team need better programs to use? Can parts of their processes be automated? Can they be trained to handle multiple inquiries at a time? Always think of the ways to improve first call resolution more agile and successful.
Sometimes it's easier to take a note and get back to customers when things are busy at the office, but doing so is not in your best interest.
Try to get in your clients' shoes — wouldn't you be frustrated if you had to continuously call a company back or wait days for them to respond? According to HubSpot, 33% of customers feel most frustrated when they have to repeat their problem to more than one person.
The average customer experience is usually poor since few companies realize the value of proper customer care. Once a customer leaves the chat or hangs up, the likelihood of their getting an answer to their problem and being satisfied with their experience is low.
If your reps are dealing with an intricate issue on a call and they need more help handling it, give the customer an expected response time. If you promise a client they will hear back from you in a specific amount of time, you must live up to those expectations. Otherwise, you will lose your customer’s trust — and potentially lose their business as well.
Many client service issues stem from not having the right staff, infrastructure or procedures in place.
Instead of neglecting your customer service department and hurting your business, consider A Better Answer - outsourcing. Hiring an answering service means you don't have to worry about not fulfilling your consumers' needs, as they will be able to handle incoming calls, schedule appointments and manage your brand's relationship with your customers.
To make a knowledgeable decision that is best for your company's current situation, consider every factor before outsourcing customer service help.
Always remember that a happy customer equals a successful business.
Publish Date: August 19, 2021
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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