Customers don’t like waiting on the line to reach a customer care representative. It is really distressful when customers are placed on hold for minutes or even hours. Don’t you agree? Many customers are very impatient and can barely wait for more than five minutes on hold. Through this, companies are at high risk of losing customers. It is the desire of each customer to find a service provider that easily solves or answers to their queries within a short time. This is through the help of customer support. Some contact centers think cutting emails, calls, and chats with live agents are the solution to reducing call volumes. However; this doesn’t work in most cases. Customer care services are very sensitive and can determine the performance of a company or institution. Companies which focus on reducing call volume because of money may end up losing many customers. There are some tips which companies may implement to reduce call volumes and still retain their loyal customers. I guarantee you your customers will not only be happy, but you will also retain their trust. Sounds good, doesn’t it? Here are some helpful tips you can apply in your customer support department: We guarantee you your customers will not only be happy, but you will also retain their trust. Sounds good, doesn’t it? Here are some helpful tips you can apply in your customer support department: Removing Ineffective IVRs - Visual IVRs can be used to reduce call volumes at call centers. Research has revealed fixing IVR problems can drastically change the performance of a call center Introducing Self-Service options – Web application can reduce the number of phone calls and also the work could be simpler.Most organizations have poorly designed websites. This makes it difficult for clients to use. As a result, many frustrated customers call in to pour out their frustrations. This is one reason why most call centers have tons of clients waiting in to be served by call agents. Smart organizations will adopt the following web self-service practices: The first step involves creating fresh and highly visible faqs. Secondly, ensure you regularly test or monitor all applications. This improves the customer’s experience. Lastly; promote your web self-services. As a result, customer care services will improve in terms of quality as customers have a wide range of options when in dire need of services. Lively social customer communities - This is the cheapest method of reducing call volumes at call centers. We highly recommend different companies to adopt this technique. Some companies have adopted social strategies to assist or empower their clients with a different kind of knowledge. Social media platforms allow customers to talk about their different experiences and how they were able to handle them. It is very easy for customers to have their questions answered by their fellow peers. It is evident that social media platforms can be used to reduce call volumes.
Providing updated information for reliability-This information applies in relation to websites. A self-service portal requires regular maintenance. This helps establish the accuracy of information and products. Updating information regularly ensures customers access certain information. This prevents them from calling your agents for clarification. Do you know that posting outdated information on your website can hurt your brand’s reputation? It is therefore important to be up to date with information. Avoiding complex websites - We personally, don’t like visiting complex websites. This applies to many customers. We strongly advise companies to come up with simple websites in terms of structure and language. This helps customers easily understand information. Please note that the literacy level of clients is very different. It is therefore important to place all customers at the same level. Through this, few customers will contact call centers for clarifications. Make all transactions efficient-It is very disappointing to make a client go an extra mile of researching on how to perform a certain transaction. Please ensure that all transactions have simple and clear instructions. Failure to do this, customers will make unlimited calls to clarify or complain about certain transactions. Alternatively, they might look for other companies with simpler transaction methods. Conclusion Customer support is very crucial for every institution. It is also very important for companies to invest a lot of money in customer care services. This is because it can determine how a company performs. We have all contacted customer care support desks for help. We normally feel frustrated when we have to wait for a long time before being served. Companies should do everything within their power to ensure the number of call volume reduces drastically without harming the customer satisfaction. Source:-https://www.ainoapp.io/blog/reduce-call-volumes-call-centers/
0 Comments
Most companies use old school interactive voice response as part of customer support. This is where customers talk to a machine or computer through the use of an audio medium. Interactive voice response is used by many companies in an attempt to reduce call traffic in their respective call centers. The IVR offers customers’ answers to their questions and queries. The only advantage of this system is that many customers are served at the same time. It thus saves time. However; there are some clients who don’t like talking to machines. In fact, it irritates them. Let’s start by looking at some advantages Follow this guide which will be helpful through this process: Interactive voice response machines are always operational. There is nothing like lunch breaks or vacation. As a result, customers are guaranteed assistance any time of the day. Which is very useful and which eases the process of interaction from the other side of the machine. It eliminates human errors such as transferring calls to the wrong call agent or department. IVR is programmed to follow commands as pressed on the keypad. It saves both time and money. Interactive voice response is cheaper compared to hiring call agents. This process can handle multiple customers at a time and thus it is considered fast response with solutions. As a result, it saves customers a lot of time waiting to be served. It makes customers feel appreciated as their needs are being addressed. This is better than customers waiting for long hours to be served. IVR makes a small company appear bigger. There is a notion that only big companies are capable of installing interactive voice response systems. Most companies use these systems to make their companies appear more professional. However; there are a few disadvantages which make both people and companies dislike the interactive voice response systems. Many young people feel frustrated listening to multiple phone menus. IVRs is very complicated to design. It is very easy to design a bad IVR system whereas it is very difficult to design a perfect IVR system which satisfies all the customer needs. Here are some common complaints associated with the use of IVRs: Some interactive voice response systems have very long menus. Most experts recommend a menu must not exceed four choices. Shorter choices make it easy for users to remember the options. Furthermore; it saves a lot of time. There are some interactive voice response systems which have too much irrelevant information a person can remember. This is one reason why companies should prefer using Visual IVRs through which consumers could see the menu and resolve their query directly. People use IVRs to get answers to their queries or questions which could easily be resolved with help of Visual IVRs. There are some people who find it difficult to understand the different IVR’s voice interface. This is one reason why companies should replace the voice interactive voice response systems with Visual IVRs Each customer wants their queries sorted out with ease. Failure to which they look for other companies which offer a better customer experience. Some IVRs direct customers to the wrong departments. This leads to call transfers which waste a lot of time. This is one factor which facilitates to increase in call traffics in call centers. Interactive voice systems are used for some invalid needs too. There are some cases where customers call for the queries which can be resolved through self-service options like Visual IVRs. It is very important for sales departments to be careful on how they handle their clients. This is because they have the power to determine if a company will retain or lose customers. A company should carefully reconsider before using interactive voice response systems to answer their client’s calls.
It really takes a lot of effort and determination for a client to pick up the phone and call a company. Sometimes we get offended that we wanted to talk to some human on the other end and we are finding some machine answering us! some customers take this very seriously and in a very sensitive manner. Excessive Use of IVRs by an organization is perceived as ignorance to address customers’ queries instead self-service options could be utilized If a sales department is going to use interactive voice response as a virtual brochure, it should provide an alternative means of communication such as self-service option There are some companies which use Interactive voice response systems to market their products and services. It feels bad to receive a call during odd hours of the day. It is even worse to find out it a computer. Before putting a full stop to the whole discussion, companies should take note that their clients are assets. They play a very important role in the success of a business. This is in terms of growth and profits. As a result; they should be handled with care and respect. They should feel appreciated or companies pose a risk of losing them to their competitors. Customers love companies which put their customers first. Companies should, therefore, come up with a list of how they will serve their customers. This can be through establishing Visual IVRS. Companies should not be afraid of investing on their customer care departments. In fact, it should be prioritized in any institution as it helps build a brand's reputation. Source:- https://www.ainoapp.io/blog/what-are-some-disadvantages-of-ivrs/ Customers have different views on the use of IVRs or rather interactive voice response systems. This is one of the common platforms used in the contact center world. There are some people who love this system, whereas there are those who have an aversion of this system. There has been a heated debate over the years on the use of IVRs by different companies; both small and big. Interactive voice response system was invented in the 70s.Ever since; it has grown in terms of popularity and advancements. IVR has grown from the touch tone keypad to voice recognition.IVRS are quite affordable compared to other types of customer care service platforms used in call centers. Furthermore; it saves a lot of time as it can serve many clients at the same time. It generally reduces a call center's expenses. Furthermore, advantages of IVR’s are·
IVRs are not capable of solving all queries of Clients. This is because there are some client’s queries that cannot be handled by the IVR systems and a human agent is required for interaction which in turn increases the cost of a business. It does not equal a better customer service -An IVR can end up repeating itself without providing any assistance. There are some queries which a voice computer cannot solve. This leaves a customer frustrated to the point of looking for an alternative company with better customer care services. This is one reason why some businesses never expand or grow even after many years of operation. Having an IVR system doesn’t mean you are providing a quality experience to your customers. Agents are an integrated part of an IVR system. Companies using IVR systems should ensure they involve human agents to in providing customer support to their agents. This ranges from how companies are organizing their agents shift and, how they are managing their agents during the peak seasons. Poor logistics mean an overload to agents which generally affects customer service. There are some companies or institutions which fully depend on IVRS systems to handle their clients. It is however important for a customer care department to have some human touch. A point reaches where a person needs further assistance. How can such clients be assisted if there are no human agents to assist them? This may actually mar the reputation of a brand. Experts have stated that it is difficult to come up with perfect IVR systems. In fact, they give customers access to a wide range of activities. However; too many options are confusing and can spoil a customer’s experience. Experts recommend a maximum of four options per IVR system. A company might have more than four services to offer. In such cases, use of interactive voice response systems is pernicious which may hurt businesses.
We can clearly see some ways in which the interactive response voice system is beneficial to companies. However; there are some major cons associated with this system.Customer experience should always be taken seriously as it determines the performance of a business. Before choosing IVR systems, Companies should carefully weigh different options to ensure IVR systems perfectly suit the kind of services they are offering their clients. Source:-Aino app Blog Customer care services are very important as they help customers get answers to various queries regarding the various services they are using. There are many technologies used in call centers in efforts to serve customers efficiently. The most common known type system is called interactive voice response systems or rather an IVR system. This system is capable of substituting call center agents. There are some companies which use this system to solely serve their customers. However, this system has a lot of setbacks and limitations which make companies think twice before opting for this method. Interactive voice response systems cannot serve all clients as there are some queries or questions which these interactive voice machines cannot handle. As a result, Visual IVRS systems were introduced to override the limitations and setbacks caused by using the traditional interactive voice response systems. Visual IVRs can be described as the described as a new edge-cutting technology that has taken customer support to another level. When a person interacts with the Visual interactive voice response system, the Smartphone technology allows them to gain access to the mobile web application while still on call. This enables customers to gain access to options they hear from the Interactive voice system. Companies which opt for this technology, have an improved customer care experience. Visual IVRS is unique as customers need to have smartphones in order to enjoy this service. A perfect example of a Visual IVR system is the Aino application. Aino application is India’s first customer service platform that uses Visual IVR system. This application has enabled many companies to improve their customer care experience at very affordable rates. This means that customers can easily navigate through the system. That’s not all; the Aino application has connected many users with over 200+ brands within India. Customers using this application no longer have to wait for on IVRs in order to be served. Aino application provides its users with two options. Namely; call back services and self-services. These two services have helped many brands reduce the cost of their customer service. It also provides lead generation. Here are some advantages associated with the use of the Visual IVRs: Reduced Human Interaction As seen above, Visual IVRs system aims at providing self-care services to various customers across different platforms. It is evident that this technology aims at reducing human interaction between customers and human call agents. Customers ca, therefore, access different information faster and effectively. Cost Saving The Visual IVR system is capable of reducing the cost of managing and running a company. This is because it emphasizes on self-care. In addition, Visual IVR systems are affordable compared to other platforms. Reduced call center dependency Visual IVRS systems can significantly reduce call traffic in a Call Center. This is because customers have alternative means of getting information apart from the traditional way of only contacting customer care representatives. Customers can either use the self-service option to get certain information or request the service provider to contact you. Zero Setup Fee One advantage associated with the use of Visual IVR systems is that it requires a zero set up fee. This feature makes it convenient for use by both small and big companies. Faster customer interaction Customers are able to get answers faster as there is nothing like waiting on hold for minutes or even hours. Customers have an option of choosing either the self-care services or request a call back service. Customers no longer have to wait for a long period before being served. Enhanced user experience Visual IVR has enhanced users’ experience. This is because customers have multiple options to choose from when seeking help. Companies using Visual IVRs have improved a lot when it comes to customer experience. Customers always love systems which are can be easily navigated through the application with a lot of ease. Eliminates human error Visual IVRs are programmed to function in a certain manner depending on how they have been programmed. This eliminates human errors which might occur when using other systems. A perfect example is directing calls to a wrong department. In Line with customers behaviors
Visual IVRs systems are very flexible when it comes to serving various customers. As a result, a customer can choose the most suitable option of accessing information. It can be either through the self-care platform or speaking to a call center agent. Reasons why people hate the traditional interactive voice response systems Here are some of the reasons why people hate IVRs systems:
Diminish cost Visual IVRS intend to reduce the cost incurred in operating a call center. It intends to serve a high number of customers compared to a human agent. Self-service experience Through the use of IVR systems, customers can access the self-care menu without the need of contacting customer care agents. Why should Companies use Visual IVR systems? This question has been asked over and over again. Here are some reasons why Companies should consider installing this system in their various call centers:
Every person needs to contact customer service at some point in life. It is evident that a customer care department is very crucial. It is capable of influencing the performance of a company. It is the work of the customer care department to ensure customers are served based on their queries or complaints. As a result, companies have invested a lot of money in setting up different types of customer care departments to serve their customers. This ranges from the call center to websites. Before we start our discussion, it is important to understand the term IVR or rather interactive voice response. An interactive voice response can be defined as an automated telephone system that interacts with customers when they call different call centers. It serves two purposes. Namely, Gathering information and routing calls to the appropriate agents An IVR system provides different responses based on the command given based on the keypad selected. Here are some common IVR applications: Call center forwarding Office call routing Bank account balances and transfers A company must, therefore, establish a customer service department if it really cares about customer satisfaction. Failure to do so, some customers will look for alternative companies that value their clients. All IVR applications have pre-recorded voice responses to guide customers to the appropriate agent to handle their issues. That aside, a lot of people are confusing Visual IVRs with Orthodox IVRs. We are going to help distinguish both the similarities and major differences between the two types of IVRs. Visual IVRs People have different ways of describing or defining Visual IVRs. We can generally define Visual IVR as a support platform that guides customers to a web support experience. Visual IVR gives customers support even before they enter into the waiting queue. This technology helps customers find solutions to their queries by guiding them to the appropriate path. Most customer care departments install this technology on their call centers. Visual IVRs are effective for self-care. Generally, IVR is used to reduce call traffics in call centers. Furthermore; it helps determine a caller’s main intention for calling before speaking to an agent. What are the benefits of using Visual IVRs? This is one of the most asked questions when it comes to Visual IVRs.There are a lot of reasons why companies still invest a lot of money in this technology. Here are some benefits associated with Visual IVRs:
Orthodox IVRs
We all know that interactive voice response allows organizations to interact with customers without any human assistance. This interaction can either be through voice or DTMF tones. There is no major difference between Orthodox IVR and Visual IVR. These two IVRs enable segmentation, identification and routing call to the appropriate agent.
You must have heard the cliché that the customer is the king. It is quite true as the success of your business depends on the customers. A good number of satisfied customers signify higher sales and higher profits. There are companies like Aino that are taking customer service to the next level by offering an easy to use App. Well, sometimes your customers can be annoyed. There can be many reasons for their irritation. Some of them are justified, some of them are not. Whatever the reason may be, you need to handle your customer in the best possible way. Here are some tips for coping with irked customers: Be calm and composed - There is no point arguing with your customers, especially when they are annoyed and aggressive. In such scenario, you just have to keep your cool and talk politely even the customer makes you feel like talking aggressively or rudely. Arguing only makes your customer displeased and can take the argument to another level. Never take it as a personal insult - when you are working for a company, then you are representing it. You should never think that someone is targeting you personally and remember that whatever the customer is saying, it has nothing to do with you as an individual. Such scenario is quite common with customer care calling. Yes, your customer can be upset with your service because of unreasonable expectations or some paltry issue. Your job is to focus on the issue, not on your insult. Listen and try to find out the real issue – In most cases, customers starts making statements or even start reprimanding without even explaining the problem. This is where you need to listen and find out the real issue by asking polite questions. Yes, it is always difficult to ask something to an irate customer, but you have to keep trying to find out the issue in a polite tone. When you keep on asking your question, the customers may realize that there might be some misunderstanding. Empathize and sympathize - The best way to make your customers feel better is making him them believe that you know where this person is coming from and you know how bad it feels. This is the first thing that customers want to hear after they vent. You have to convey to your customers that you have sympathy for their troublesome customer experience. Say sorry - Customer’s issue can be genuine or it may be not. But, you have to apologize. Yes, it is your job that the customer should stay your customers in the future also. Just say that you are sorry that such situation occurred where they felt some inconvenience. First, apologize and then tell them that you are trying to solve their problem. Offer a solution - Once you understand why the customer is unhappy, it is time to offer a solution. Ask, what needs to be done to come up with a fair and practical solution. That is something that all the customers always look for.
When we talk about customer care services, every now and then you have to face situations where various individuals get impertinent with you. It is a business where you have to serve customers. It is a part of your job to handle these people and convince them that you got their point and going to resolve their issues. The way you respond can be a big factor in ending up with a satisfied customer or the one who stops using your products and services. Nowadays, it is very difficult to find a loyal customer, as people only stay loyal to a company if you give them a good reason. Well, there is no dearth of the companies in the market giving a lot of competition to each other. Hence, it is very easy for your customer to move away and choose someone else. That is why one has to work even harder to retain the customers and make them trust your company. The best way of doing it is by providing the best customer care. The trust that one gain's with customer care can eventually prove to be the telling factor and huge difference between ending up with a loyal customer and the one who moves away. When it comes to building a reputation nothing can be more effective than word of mouth. What your customers say to others could make or break your business. When you provide the best customer service, guess what will happen? People will talk about you. They will remember your brand. It is one of the most cost-effective ways of being ahead of your competitors. Well, if you want to stand apart from the rest, customer care is the way to go. That is why so much attention is given to the satisfaction of the customer while doing customers care calls. Sometimes people confuse customer care with customer service, but their approach is quite different from each other. Following are the things that differentiate customer care from customer service: Customer care involves Proactive approach Serving customers to complete a transaction and providing the required information, this is what customer service involves. Well, it is a friendly and helpful service; however, the main job is to finish a particular process for the customer such as making a sale. In this process, you are not catching your customer by surprise, as you are not moving beyond that initial contact stage. When you compare it with customer care, you will find out that it takes the procedure of providing service to the next level. It involves treating your customer as an exceptional individual, who is the lifeblood of your business. Hence, you need to be proactive while dealing with your customers. You need to surprise your customers. Do something that they were not expecting at all (in a positive way) and please them with your amazing service and gesture. Always remember that customer should feel delighted with your service. If you do that, then your customer will return to your company. Customer care is about recognizing the needs of your customers Staff members are the most important people when it comes to customer satisfaction. They are not the only employees responsible for keeping customers happy. Serving customers involve answering questions, processing transactions and offering assistance when asked. Customer care involves moving to the next level. Putting the customer first in every aspect of your business operations should be the motive of every employee. The customer should always be the center of every business. It’s not only the duty of staff that directly deals with the customer, but company should also come up with the policies that can make your customer happy. Customer who feels cared and special is most likely to come back and tell his (or her) friends about the positive experience that he (or she) has enjoyed. Customer care is about looking at the bigger picture Customer service is more about serving customers by solving their problems where customer care is all about focusing customer satisfaction and understanding their interests. There are two ways of looking at everything. One is to get the short-term benefit and another one is to look for long-term gains. With customer care, you focus more on the bigger picture and make sure that the business keeps on growing. That is why the Customer care services are the lifeblood of every organization. Procedures of customer care are quite vital in finding methods that can support in achieving commercial goals keeping a big picture in mind. Customer services more of a hierarchal management that has its own procedures. Its focus is more on meeting technical and administrative requirements rather than encouraging responsiveness to client’s needs. Hence, customer service is just a part of customer care as it is only one of the many ways of reaching customer’s contentment. Yes, both of them are important for the survival in this era of competition. Every company should practice Customer care if they want their business to grow. Customer care is about going that extra step Customer service is always there to resolve the customer’s issues and to make sure that they don’t face any problem in receiving your service or using your products. On the other hand, customer care is about going one step further and doing something that makes you delighted.
There was a time when business was only about closing the sale. Nobody used to pay attention to how you got to that point. Well, the things have changed today. You should cater to the new Consumers if you want to survive. Better customer service will ensure that you are providing them what they want. There are customers, with whom money is not an issue; what matters for them is time. And there are others for whom the things might be totally different. If you try dealing with both kinds of customers, in the same way, it may not be effective. You might end up upsetting them. The best thing to do in such scenario is to talk to them to discover exactly what they want. It is vital to assess each customer individually. Hence, take initiative and ask questions. No customer wants to feel like just a number. You should try to make them feel like they are a part of the company’s success and they matter a lot to you. Both Customer care and customer service is all about thinking of the welfare of the customers. These two will always be there no matter what your company offers. Source: -https://www.ainoapp.io/blog/difference-customer-care-customer-service/ A competitive advantage is not only about product and its features but it’s about overall experience that matters to the ultimate user. If you have customers, then you need Aino App to provide exceptional support at all times. Be a competitive differentiator in the market by using a quirky and a smart Aino app. It helps in acknowledging the need and delivering a flawless experience. Gone are days depending on Interactive Voice Response for all customer care solutions. It’s not personalized and people don’t like talking to machines. Tech savvy customers need transformation for a seamless and consistent after sales service. People dislikes and get frustrated with the multiple phone menus. Lengthy choices and listening to low-quality computer voice can make caller get lost in no time. Simply hanging up the phone without getting right solution could leave a customer discontented. Search, connect and Resolve multiple customer services in one place is the new mantra. One way of addressing customers is by offering multiple menu choices to reach the customer care expert or by offering one point to manage multiple customer services. Aino App is scratching old methods and promising to deliver awesome customer service. It is able to manage all customer care interactions right from reaching mobile customer care to bank services, all in one place. It is delivering a smile and ensuring that no business suffer any downtime. Powerful Integration and Extensive Reporting capabilities Companies might lose a high-value customer if there is no ending to the waiting queues. No urgent response can be sent and received as major time is spent in queues to speak to the executives. Aino App is a game changer for handling for the entire customer queries and interactions, all in one place. It is revolutionizing the customer support industry. It’s a single Platform for providing top notch services. It's streamlined and brings all assistance service in a single platform. Thus there is no need of saving phone number or mail addresses for various companies on your phone. One click to Aino App will solve all customer service requirements. It’s a product with the maturity to understand the users’ pain and provides seamless experiences to resolve their concerns. Aino App is a carefully planned tool to exceed customer expectations. It’s a forward-thinking tool to assist the business in meet the growing demand of the customers. Be an Industry leader by recognizing trouble and provide a satisfying solution. ”Mobile first” mindset will allow synergizing and access to various communication channels. It’s time to adapt to new strategies to utilize the time availability with the productivity. Aino app shows a great opportunity to tap and track customer need, show the shortest route to resolve queries with ease and satisfaction. It’s a bridge between companies and its ultimate users. Users can receive customer calls at their convenience by switching to Aino App. It’s a self-service tool for a smooth and pleasant relationship with the users.
If reviews are important before buying a new product then after sales services are also important reasons for the customer while buying a product. Exceptional customer service can increase company sales. Aino App can assist customers with instant assistance. It’s a one-stop solution for posting queries, booking request and filing a complaint. It can serve as a unified database for each companies queries and company can hugely benefit from the immense information. The companies can use this information to build better and promising products for its customers. No more waiting in long queues to talk to customer care executives. It’s time to get connected to executives at your fingertips. Save your precious time and money by a call back request only at Aino app. Easy to cancel or rescheduled the call back request in case you are busy. Users can enjoy benefits at completely free of cost. It reduces complexity and gives entire activity sequence in one place. It’s truly a global product where the service request is handled conveniently and comfortably at customer ease of time. In times of peril such as internet issues, a broken washing machine or pretty much anything else these days, one turns to the customer care helpline of the respective product. In calling based services or phone support, customers have a direct conversation with the customer support representatives over the phone. You must be accustomed to windows popping up on websites greeting you and trying to initiate a conversation with you. Chat based services or "live chat" as it as popularly called is initiated by the customer by clicking a link on the website of the service provider. It is basically a computer typing responses back and forth instead of talking on the phone. Calling based services are used widely for activities such as order taking to upselling and cross-selling. Chat based services are also ever so increasingly being used for a lot of business activities such as lead generation and closing pre-sales and post-sales queries to tech support. Here's how they both provide very different experiences for both the customer and the client: Human vs Computer feel in a Conversation Phone support allows the customer to hear the customer service representative's voice. One can use their voice and this gives the whole experience a more real and human feeling. On the other hand, people talk faster than they type. Some may find it more convenient to just call up a person instead of having to express themselves in words by typing. In fact, not everyone is the best at expressing themselves with words. Also, live chat comes with a loss of emotional subtext Saving time Phone-based services often require you to wait for long periods of time before you are connected to the customer support representative. Live chat, on the other hand, overcomes the issue of slow response time. As soon as you type your query in live chat, the customer service representative gets back to you with a response. It also makes query solving more efficient for the representatives. If a customer asks a commonly asked question, one can simply copy and paste a pre-written response to the frequently asked question. Hence, it saves time for the representative as well. Accents and background noise An issue that often arises with call support is the clarity of the voice on the other side of the line. The person may have a certain foreign accent which makes it difficult to decipher what the issue or resolution to the issue is. Apart from hard to decipher accents, people deal with unpleasant background noises. Talking over such disturbances really hinders the process of resolution of the issue a customer is facing. Live chat comes in here as a savior as there isn't a need to understand someone's speech through the background noise.Also, it bridges language barriers as one can use a language translator to communicate via chat. Testing out the solution In a live chat, customers can keep the channel open while they test out the resolution to the problem. In a calling based service, a customer can get back in touch if more help is needed by calling the representative again.
For live chat, the chat session may be open for hours and it often happens that the chat is transferred to a new customer support representative. Hence, in both calling and chat-based services, the team of representatives tends to keep a log of the conversation with the customer. So, the new representative has a clear idea of the stage of solving the issue that the customer is in. This allows greater customer satisfaction and more efficient communication. Chat based and calling based services are indeed unique in their own way. In the end, it all depends upon on what the customer finds more convenient. Revolutionary trends such as calling and chatting over an internet connection have made waves in the way businesses communicate with their customers. Another new trend is a free call back service offered by apps like Aino, that allows one to get in touch with multiple businesses and their service departments without the hassle of a slow response time. Whatever maybe the channel, the aim is always to establish a relationship of trust between a customer and the company. There is no doubt that the customer service has become a bit complex these days. Having said that, you cannot ignore it one bit, as it still remains an important factor in deciding the success of every business. The problem is that many organizations are struggling to keep up with changes. One has to move ahead with customer service trends if you don’t want to lag behind in the industry. Check out these top 10 customer services trends to look forward to in 2017:- Learning about new technologies - The world has moved on very quickly and it is imperative that one should learn the ways that can make customer care services better. Doing this can be beneficial as it will solidify one’s emotional bonds with customers. Keeping up with next generation – One thing is quite evident that next generation is not patient as the previous one. Yes, it’s true. Again, it is very important to attract customers by allowing them to engage and communicate with your company. The need of the hour is to focus on quality and accessibility, rather than cost. Make sure that your website/mobile app is designed for efficiency and speed. Shifting from operational efficiency to customer obsession – It is vital that your business must look to provide what exactly your customers want. Days are gone when operational efficiency would do the job for you. One has to think from the customer’s perspective and always try to delight them, not just facilitate them. You need to understand the shift in customer service strategies. Discovering technologies to make customer service smarter - Learning new technologies is vital, but to become able to do so, you have to discover them first. Innovation is the key to success, especially when you are dealing with the customers who can always shift towards something new and better. Personalization is becoming a key - Well, the idea of personalization is not new, but 2017 looks to be the year that will witness its arrival. Technology has made it simpler to track customer preference and history. Nowadays, it has become essential to understand your customer’s likings, preferences, and purchasing patterns. Big data can be really helpful in finding out trends and insights with amazing accuracy. Businesses that use this data in the perfect way can give customers a personalized experience. Service needs to be delivered quicker -There is no mystery that customer satisfaction depends on response times. A quick service and response are more likely to satisfy the customer. This is most applied in the case of customer care calling. You don’t want to piss off your customers by making them wait. Whatever the channel may be, one thing is for sure that 2017 calls for quicker response times and swiftest resolution of problems. Schedule a customer service call-back – A toll-free call-back is something that Aino has really worked on and should continue to work on to yield success in 2017. The company gets back to you and calls you on time that is appropriate for you. One can schedule a call instantly or for some time later. Strengthening the Customer Bond with Feedback - It is very important to know that the good communication system is the one that has the option of feedback and values it. Without the option of feedback, it is very difficult to connect with the customer. Whether it’s a website or an app like Aino, customer feedback must be incorporated in it. Self-Service is becoming Vital - With more and more people looking for increased options to interact with the service providers, things like web chat have become more important. Nobody likes to waste time and effort navigating complex IVRs for a regular query. There is a need to empower customers to resolve their issues themselves. ![]() Spotting and fixing problems before the customer notice - Proactive customer service is becoming popular these days. Businesses are getting better when it comes to spotting issues and fixing them well before the customer realizes and starts complaining. There are some software programs that can help you to be proactive in finding and eliminating issues.
One thing is for sure that customer service has gone to another level and it is very difficult to survive in the future if you are not moving at the pace which is a necessity in today’s era. Click here to know more : - Free Customer Care Calling Permalink:- http://www.ainoapp.io/blog/top-10-customer-services-trends-for-2017/ |
Karan DixitDigital Marketing Manager At Aino Ap. Archives
June 2017
Categories
All
|