![]() Providing a helpful customer knowledge base actually eases the strain on your support team. Today’s customers are heading straight to Google – 47% of customers say they always search online first for a customer service question. They don’t mind talking to a human, but that involves taking action and waiting for someone else to respond. This is because, typically speaking, customers want to help themselves. A knowledge base is the most frequently used of all the self-service channels by customers. More than six out of ten US customers said their default channel for simple enquiries was digital self-service. When You Don’t Provide A Robust Self-Service OptionĬustomers expect to be able to access a self-service knowledge base. ![]() Invest in your agents, and your customers. Make it as easy as possible for customers to reach you on the channel of their choice. Or it could be that you haven’t produced any documentation that could deflect Level Zero Solvable tickets. The reason might be because you don’t have enough support reps to handle your volume of customers, resulting in long phone queues. This faux pas is typically quite inherent to your operational systems, rather than totally being the fault of individual agents. The top reason that people don’t like calling a company is not being able to speak to a real human straight away. The data shows that as the complexity of an issue increases, customers are more likely to seek help on the phone. It reveals that your systems are not set up with customers in mind. All too often, it takes too long for customers to reach a live agent or it’s more difficult than it should be to find the right information.Ĭustomers can also get frustrated when they have to repeat their problem or personal details multiple times. Not valuing your customer’s time is a big faux pas. We start with what the customer needs and we work backwards,” says Jeff Bezos, founder of Amazon.ġ. “We’re not competitor-obsessed, we’re customer-obsessed. We want to make our customers feel happy working with us over time, in a way that is sustainable and not too much of a drain on our resources. And as SaaS companies, we are in the relationship-building business. There’s something called Customer Effort Score, which SaaS businesses can benefit from striving for: it means making it as easy possible for customers to interact with your business. ![]() One significant factor is that unhappy customers are frequently emotionally charged. We all know working in customer support is a difficult job, and bad customer experiences are a result of a number of factors. For example, 33% of Americans have said they will switch companies after just one bad service experience. This, of course, is very bad for business – not to mention a bad strategy for retaining customers and reducing churn. They are willing to share these experiences publicly online, and sometimes even naming names. If you spend any time at all on Reddit, you can easily find many examples of customer support incidents that have enraged customers.
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