After a year that has turned out to be quite a challenge for many companies, building customer loyalty and retaining them is more important than ever. An essential element of driving customer retention is offering excellent customer service. After all, a satisfied customer genehan a dissatisfied one. In fact, according to the “Serial Switchers” report, ineffective customer service can cost a company more than $75 billion per year.
However, after registering ease in online traffic in Spain due to the COVID-19 pandemic and given the need for companies to address the operational challenges arising from another possible national lockdown, the question remains how to achieve that companies optimize their customer service in the current circumstances. This is where call volume reduction strategies can be especially effective.
What are call volume reduction strategies?
These strategies consist of reducing the number of incoming customer calls by redirecting them to an alternative automate channel. The goal of this is to ensure that customers receive answers to their queries efficiently, while reucing the number of calls to contact center staff.
In short, a good call forwarding strategy allows queries to be resolve through channels that do not require active staff management, such as online FAQ sections, help and support materials, and virtual assistants.
This type of strategy reduces Netherlands Email List the workload of staff and allows them to focus on more complex issues without affecting the customer experience. Done correctly, this approach can even improve the customer experience.
5 steps to create an effective strategy to reuce the number of calls from your customers
1. Identify the calling patterns of your customers
Monitor your customer calls over a period of time to understand what are the main doubts, questions and issues your team is facing.
For example, calls from customers wanting to apply for a loan can be automatically route to an agent. But what would happen if a customer wante to start receiving electronic invoices? This management could be done automatically through a web form.
2. Creation of online customer forums
Online customer forums may prove invaluable to your business. By creating an online space for customers, they can share information and informal responses in real time that often eliminates the nee for customers to contact agents.
Proactive communications
This step consists of anticipating the customer’s call by implementing a communication strategy that offers them information before they BX Leads decide to call. By using automate emails aas well as prominently displaying information on your company’s website, you can keep customers informe and encourage the use of self-service channels.
For example, your company may detect that once someone has applie for a loan or service online, they may call to request more information about the process and possible timeframes, or simply to get information on progress. By sending customers a post-applicompanies can communicate that they will be kept informe as progress is made on the application. In this way, information is provide before the customer call occurs. Also, since SMS is associate with ae , businesses can be sure that updates sent are receive and read.
