Is Your Company Asking the Right Questions During Customer Service Interactions? - Contact Solutions Inc. - ContactCenterWorld.com Blog
We’re all familiar with the email or phone call we receive from a company following a customer service engagement asking us about our experience. The average response rate for email surveys is 24.8 percent and 8 to 12 percent for telephone surveys.
That’s a good response rate, but maybe there’s an opportunity to learn more. Consider supplementing post-call surveys with actionable questions asked during a customer service interaction.
To celebrate International Ask A Question Day, here are some tips your company can use to get valuable feedback on customer service experiences and even your customers’ overall brand perception.
- Alleviate the customer’s frustration – Most of the time when a customer contacts customer service they’re encountering some sort of problem or issue. While it’s important to be sympathetic by apologizing for the inconvenience, use this opportunity to also ask the customer questions about their overall experience, for example: “What can we do to improve our mobile app experience?” or “How can we improve the mobile checkout process?” Asking these types of questions makes the customer feel like they’re being heard and their opinions matter. It can also uncover issues that other customers may be encountering.
- Put yourself in the customer’s shoes – At the end of the day we’re all customers, so think about the questions that you appreciate hearing from customer service reps. Questions such as “Did we get your issue resolved?” or “How did we do on the call today?” are simple ways to get feedback and identify areas for improvement. Another great question to ask is “What kind of device or platform do you prefer when contacting customer service?” This feedback can help inform new customer service offerings. Often, companies assume that because a person calls for customer support, that’s their preferred platform. But we’ve found there’s a digital disconnect between the platforms customers prefer and those that enterprises are offering. For instance, customers may not prefer the phone, but could still choose to call customer support because other options didn’t provide a compelling experience.
- Take advantage of the lull periods – If your customer service reps are on the phone with a customer waiting for a transaction to be completed, for instance trying to get a hold of another department or waiting for information to go through, use that moment to ask the customer a question about their experience with the company such as: “What would you like to see us add to our services and products?” This is a great opportunity to hear customers’ preferences directly.
Publish Date: March 13, 2016 5:00 AM
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