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Is your average customer service response time on par with the customer expectations? How responsible is your team about providing quick resolutions to tickets? .
If you think that the speed of your customer support response doesn’t matter, think again. How quickly your customer service team responds to queries is one of the most critical factors in customer satisfaction. 53% of customers reported being irritated if they don’t speak to a real person right away, while 75% of customers think it takes too long for them to reach a live agent. Thankfully, you don’t have to lose out because of slow customer service or email responses. There are some easy and quick strategies you can follow to provide timely responses and keep your customers happy.
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Here are 5 of the best strategies to ensure quick response times.
There is a Euphoria in many quarters these days about the possibilities offered by e-commerce. Consumers see lower prices and easy shopping; investors imagine cashing in on Internet IPOs; and start-ups hope that their business model will be the one that transforms their industry. Beneath all the excitement, however, lies a sobering reality: the Internet represents the biggest threat thus far to a company’s ability to brand its products, extract price premiums from buyers, and generate high profit margins.
Everyone knows that the Web makes price comparisons much easier. But that’s just one aspect of a far deeper problem.
The real threat is what economists call cost transparency, a situation made possible by the abundance of free, easily obtained information on the Internet. All that information has a way of making a seller’s costs more transparent to buyers—in other words, it lets them see through those costs and determine whether they are in line with the prices being charged.
100% satisfaction is pareto-inefficient for most Cos. As satisfaction increases beyond a certain percentage each incremental improvement becomes progressively more expensive to achieve. In other words, 100% satisfaction is a goal that is not only very hard to achieve, but also economically wasteful. It is silly not worth it.
Whilst your ten suggestions are mostly great (un)common sense, some of them are downright dangerous for most Cos’ health. For example, #1 Response Speed has been shown not to be universally true as different customers require different responsiveness. Over-responsiveness can be as damaging as under-responsiveness. #6 Amaze the Customer has also been disproved as it creates both economically unsustainable expectations in customers and heightens boundary-role stress in front-line staff. And #8 is obviously not always the case. As anyone who has ever worked in a call-centre will tell you, not all customers are worth the effort.
First of all,the approach was very human. I felt that that their goal was not to make money but to meet 100% of my expectations.In the end the final product far exceeded them.