Are Customer Query Volumes Rising? How To Improve Customer Service Levels

Published: 13 August 2018

Are you dealing with an endless line of support tickets? Do you wonder how you can stay on top of customer service queues? Are customers leaving you?

Today, more than ever, it’s essential to provide great customer service. Research shows 82% of customers will leave you if they are unhappy with the service or product you provide. Things get worse.

An unhappy customer will tell between 9-15 people about their experience. And according to Nielsen-McKinsey a single negative post on social media has the same impact on a customers’ decision as five positive posts! Can you afford not to take customer service seriously?

How to reduce support volumes

According to Microsoft’s State of Global Customer Service Report, frustration spikes when customers are unable to have their issues resolved quickly. With other reasons including inability to speak to a live and knowledgeable person.

The bottom line is this: customers want their experience to feel effortless. Easy-peasy? Not quite. Now you’re probably thinking “How can I provide good service and cope with an overloaded support inbox – all without stretching resources?”

Delivering excellent customer service requires trained and knowledgeable staff, but also the right technology to ensure good service that leads to repeat business or renewals.

7 benefits of customer service software

Create effortless support experiences

How often does your support team respond to the same questions with the same response? Customer service software can empower your customers to self-serve! It often includes a searchable knowledge base offering customers access to all documents and articles for quick response to the most common enquiries.

Reduce resolution times

Benefit from intelligent routing with each incoming ticket assigned to the right agent for quick resolution and consistent high-quality service. Use contextual data about customers to make smart recommendations.

Reduce ticket backlog

Treating all the tickets with equal importance can create response backlogs. With customer service software you can automatically assign, queue and escalate customer requests to reduce the backlog and empower agents to be more productive.

Embrace multichannel support

Customers get frustrated when they need to repeat their problem to multiple support agents. With the right tools your agents can see the customer’s history to better understand their problems. With the right context, they can ask the right questions and deliver better, holistic solutions.

Unify conversations

Customers jump from live chat tool to social media to email and back again—expecting your support teams to keep track of each integration. The right solution will allow agents to immediately see all the support interactions a customer has had, what was talked about, what solutions were given.

Capitalise on revenue opportunities

Use service and support as an upsell or cross-sell opportunity by empowering agents with relevant product/ service recommendations. Also, happy customers stick around longer, driving your recurring revenue.

Increase loyalty

When tickets are resolved faster, customers will remain loyal over the long term. With a more personalised experience, they will feel valued and will more than likely spread the word about how great you are!

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