5 Ways to Reduce Customer Response Times
Aug 17, 2021 at 02:00 pm
Making customers happy should be every business’s priority. While some customers can practice patience regarding the products and services they are getting, some simply do not have the luxury of time.
Time is money for every business too. Delayed responses can sometimes mean lost customers. No customer appreciates being made to wait, especially when their queries are the deciding factor for the transaction. This is why quality replies are critical in customer service.
Here are techniques you can use to reduce customer response times:
1 Writing pre-written responses to relatively simple queries.
Customers will often encounter a situation they are unsure how to handle, so they will send you a message. This happens to almost every company. The inbox can be filled with many queries that can consume a lot of time for you to tackle. The longer it takes for you to get back, the longer the customer has to wait.
However, high volumes of queries are usually simple issues that can be dealt with even without human intervention.
Investing in customized pre-formatted messages saves a lot of time as it reduces steps in addressing common problems. You can categorize the emails per common issue and provide standard solutions. The use of chatbots and FAQ pages also come in handy. It gives the customer an answer right away and provides a quick fix or explanation.
2 Setting up an automated response.
An automatic response to a customer's query helps address your first-response rate. It lets your customer know that his issue is acknowledged and that help will be delivered. The faster the response is, the more it makes the customer feel like you are taking it seriously.
Setting up emails for different purposes, such as receiving the inquiry or the type of inquiry, is relatively easy. Still, it goes a long way for your customers. It can be an opportunity for many things: to provide direction to a self-service solution, open hours of customer service to address it better, give links or manuals, and estimate a timeframe of having an issue solved.
3 Utilizing technology for customer service
Lots of technologies are very much available nowadays, for almost any purpose you can think of. Rapid Phone Center, being your well-performing inbound call center, makes use of these to give you the best customer service experience. Having a different technology to keep track of customer-related messages and problems helps strengthen the relationship with the clients.
Technology enables you to check the history of issues, gather and organize information, and never lose track of the emails. It gives you a structured method to address your clients’ problems. The response will be a lot faster if data gathering can be done systematically than having to sift through scattered information in a shared inbox.
4 Gathering overall knowledge
Collecting information nowadays is very easy, especially online, but it is a powerful tool to better serve the customers. Research can anticipate common errors, be ready with a formula, and keep up with new trends for better services.
Several interactions with a customer can give you so much information already. Even setting up a database of the problems faced and the respective solutions provided can be beneficial.
Once an issue that has already been encountered presents itself again, your database can be the reference. Not only will it reduce your steps, but it will also imply that you are paying respect to your customers. As an inbound call center, Rapid improves the response time and volume through this.
4 Organizing messages by priority
You will be receiving a lot of messages. There are emails with different purposes and needs. There may be messages about availing of your service, general inquiry, or just clarification of information.
Some problem calls may need complex solutions, some need more time to answer, some you have already tackled. Having all your messages organized based on priority helps reduce stagnating messages that can be quickly addressed. Doing so helps put more time on issues that need attention.
This can apply to recurring issues where the solutions already exist in your database. You can categorize emails like this as “green” or low-priority messages - those that do not require immediate attention. Some notes can come from important clients with emergencies. You can classify them as “red” or high-priority problems because they need urgency.
By prioritizing, more time can be spent on high-priority emails, and a timeframe can be provided to relieve your clients. At the same time, those that do not need immediate response can be slightly delayed.
You are not entirely ignoring the first-come, first-serve rule; you are just adding priority to the items in your queue. The use of concentration on better things is efficient on your company’s and customer’s time.
Investing in your customer service is a win-win situation. Minimizing the response times is crucial for customers; it is also efficient for companies and reduces your steps in providing solutions.
Most companies respond within 12 hours, if at all, but you can do better. Using any of these approaches will reduce the time it takes to get to your clients. These techniques are:
1. Using pre-written messages to common inquiries that can solve multiple issues instantly
2. Writing automated responses for certain types of emails to acknowledge problems and taking the opportunity to provide helpful resources
3. Utilizing technology to better focus on customer service
4. Setting up a database for previous issues and respective solutions, and trends
5. Organizing messages to efficiently handle problems with different urgencies
Having those in your arsenal will drastically improve your response time, allowing you to give them the service they expect quickly but without compromising the quality.
That is the Rapid way to keep you satisfied. We always deliver high-quality services such as inbound customer service and support. Do it the Rapid Phone Center way: invest in customer service, do less work, make the client feel better, stand out and attract more clients, and gain more revenues!
Macdonald, S. (2021). 5 Ways to Reduce Customer Service Response Time. SuperOffice. https://www.superoffice.com/blog/response-times/
Mead, J. (2019). 9 Ways to Reduce Response Times in Your Customer Service Department. Inform Communications. https://www.superoffice.com/blog/response-times/
Devi, A. (n.d.) 6 Proven Ways to Improve Your Customer Service Response Time. Happyfox Vlog. https://www.superoffice.com/blog/response-times/