On average, support calls are perceived like a waste of time by your customers. Indeed, many need to wait over 15 minutes before being able to speak to an agent, who will often acknowledge the issue and refer it further. Something as simple as asking where your parcel is can take several hours if not days before you receive an appropriate answer.
As a result, it’s not uncommon for customer service agents to deal with people who are frustrated and short-tempered. Even though it’s a little easy to blame the customers for their bad attitudes, in reality, the whole communication process is draining on everyone. Your customers are sick of waiting to get a proper answer. On the other hand, your agents are also tired of dealing with abusive customers who have lost patience.
Admittedly, you can’t eliminate communication from your business model. However, what you can do is to reduce the need to interact with your customers when you want to help them through the transaction process. Can you communicate with actually speaking to your customers? The answer is yes. Here’s how to do it successfully:
Your website is a valuable source of information
Everything starts with your website. The website is typically the first point of contact between a business and its audience. Creating a site is always a daunting project, but it is essential to provide an informative platform to your customers. Your site serves to answer the main queries that customers can have about your brand and your offering.
As a result, it needs to introduce your business — more often than not, brands opt for an about us page as well as a summary of their values. You can also make sure that all your products or services are clearly displayed and described. For products, a gallery showing the different sides of each item is necessary, as well as a detailed description of the specific features, maintenance and care aspects. For services, you need to clarify the target audience for each element. For instance, a software tool that is designed for the manufacturing sector should be promoted only for manufacturers.
Creating self-managing emailing campaigns
Newsletters and other email campaigns are especially useful to inform your clients without needing the interact individually with every single person. However, you need to plan the entire emailing journey ahead. For instance, if you’re sending an email to introducing your new product, you need to work closely with a workflow messaging software tool to design responses for future buyers, users who interact with the message, users who don’t open the message, and users who abandon their basket before completing the transaction. As you tackle multiple scenarios, you can make sure that each customer receives the appropriate response to their behaviour.
Have questions? Try the FAQs
Every customer seeks reassurance before committing to a purchase. Review websites can provide insight through the feedback of previous buyers. However, as their feedback focuses on unique experiences, it can be tricky for potential customers to find the information they need. Typically, your customer service centre and social media platforms are the first points of contact to address queries. But you can also address the most frequent questions in your FAQ page. A useful FAQ page helps users to solve problems, showcases your expertise, and covers topics related to the transaction, location and offering of your business. It’s a good idea to combine your FAQ section with a search function that lets each visitor asks their questions. The page can match the problem with the most relevant answer. When an answer isn’t available, you can automatically inform the marketing team that the page needs updating.
Create emotional engagement
When a customer wants to build trust with a business, a phone call is the preferred method of contact. Indeed, the brain is wired to seek personal interaction. Hearing someone’s voice is by far the closest many businesses get to bringing a personal touch. But the video marketing trend can help your business to move to the next step. Indeed, seeing a real person talk about a company’s services or introduce a product builds a trust relationship. Videos are especially engaging because they allow viewers to relate to the person in the film.
But keep an eye on their reactions
Last but not least, while you can reduce the need for direct contact, you still need to keep track of your customers’ behaviour. Are they satisfied with your communication style? Do they have questions you have failed to address? Are they confused by the FAQ page? Analytics tools can give you an insight into the way they use your site. But if you want an honest opinion, you will have to run surveys and ask your customers what they think.
Can you communicate with your customers without speaking with them? Using tech innovations and solutions, you can create an informative, engaging and friendly environment for your customers and take away a lot of pressure from your call centre!