As this Zendesk article points out, phone-based customer experience support, especially for large companies, is in something of a mire right now, for a variety of reasons, be it a poor infrastructure or poor technological resources. They point out a fact that may appear to be a contradiction at first, and that’s that many customers still prefer phone-based support, mainly because they like talking to a live human being, and feel they get quicker resolution. And it is for this reason that businesses should still make use of this support channel.
The first item to remember is that while short handle-times are great, sometimes it may take a while to effectively troubleshoot the customer’s problem, or make the sale. Recent surveys have shown that customers value quality over speed, so you should emphasize that as well. Next, look at your technological infrastructure. The Zendesk article points that features commonly associated with making the process easier, such as interactive voice menus and hold music, actually make it worse, and I think this is something we can all agree on. You want to make the process as painless as possible for the customer, and sometimes the best intentions get in the way. Finally, provide adequate training for your employees, as this too has been reported as being a major obstacle in phone-based support.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
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