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September 06, 2018

6 Ways to Save Time With Customer Support

You might think that your customer support is as efficient as possible, but you would be surprised at how many improvements can be made. Listed below are some easy techniques you can use to drastically reduce the amount of time your CSRs spend on serving customers. This along with using a service like Kayako’s customer support software is going to help you provide top notch customer support.

#1 Creating a Good Notification System

Every time a customer lodges a complaint you are going to have to be notified otherwise you are obviously not going to be able to do much in terms of solving the problem at hand. What you need to understand is that getting notified on a regular basis is the single most important thing when it comes to your success in the world of customer support, and Kayako is going to help set up a multi-tiered notification system that is going to help you make the most of your customer support services all in all.

#2 Make Information Readily Available to Customers

Your customer shouldn’t have to call you time and time again for every piece of information that they might need. A better way to do things would be to have a library of information that they can use to figure things out for themselves. This is actually going to be preferable to having to call you for something that they need because this will require an amount of effort that most customers might not be ready to put in that effort. You will also be able to save a lot of time because this would reduce the amount of customers that are going to be calling in.

#3 Limit Time Spent on Each Call

There are a number of ways in which you can do this. Firstly, you should try to identify the role of each call. Try to ascertain why it’s happening and how you can solve things and then tell the customer that you will take it from there. The more time you spend on each call, the longer each subsequent customer is going to have to wait. This can result in frustrated customers, and customers of this type often tend to take more time to appease as well. As you can see, a vicious cycle quickly forms in situations such as this.

#4 Create Scripted Responses

While it is certainly true that relying too much on scripts is going to create a lot of problems for you in the long run, if you use them sparingly in order to give you a platform that you can launch yourself from they can actually help you save a great deal of time overall. Not having to think of what to say can help you cut down on call times and the like, and each scripted response you give will end up cumulatively making things easier for you overall in terms of saving time.

#5 Avoid Getting Emotional

There are going to be a lot of moments here and there where a customer is just going to be downright unreasonable, and it is in situations like these where you should ensure that you maintain your composure as much as possible. At the end of the day you are going to find that letting it out with customers is going to make your life very difficult because of the fact that it will enrage customers even more. Try to get things over with quickly so that you can simply move on to the next customer.

#6 Be Readily Available

Your customers are not going to conform to banking hours. If you truly want to be able to give them the sort of service they deserve, you need to give them the option of contacting a CSR (News - Alert) at pretty much any time, and you also need to give them multiple avenues that they can contact you through. Offering customer support at all times is going to prevent a build up of complaints and the like which can result in a lot of wasted time over the course of the general work day.

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