Today, there are many means that customers can reach you out such as Twitter, Facebook and other social media network platforms where they can like, comment or make suggestions. Since traditional phone calls predominate among all methods of customer interaction, it is important that customer support reps develop specific skills to be more effective.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Below are some guidelines you can follow so you can provide the best service possible –
Telephone Support: Even though customers don’t see you, your smile will still translate on the phone that will make your voice sound warm and friendly.
Email and Support Tickets: Your responses matter so much to customers so practice injecting friendly personalities as deemed appropriate. Therefore, you must encourage your customer support reps to use their own personality when responding to emails or tickets.
Chat Support: Support teams should only take as much tickets that they can handle despite the fact that handling several tickets all at the same time can save you a lot of time. You must send in responses not more than a minute or two otherwise this is equivalent to putting your customers on hold.
Social Media Platform: Acknowledge the customer’s request publicly even if it was already filed privately. This only means you’re closing the loop so that when the issue has been resolved you can thank them publicly as well.
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