In a world with so much business competition, it’s going to be the little things that set you apart from the rest. It’s not enough to offer a spectacular product. You have to be available and offer the best customer service possible—and as quickly as you can.
Learn why faster customer service matters and what you can do about it.
There’s nothing like making a personal connection
Let’s start with a quick conversation about automation. Automating some of your processes makes sense from a financial and time-saving perspective, but it has its downsides.
We’ve seen many businesses fall victim to the lure of total automation when it comes to customer service. However, when you automate every step of the process, from chat bots to automated phone reminders, you end up missing two things:
- Personal connection
- Nuanced questions
Customers want a personal connection, and they often make decisions on the quality of service based on how quickly they get an answer. When customers are able to make a connection with a live representative, this can even act as a lead generator.
Automation can’t handle complications
Automated customer service is good at answering simple questions such as:
- How do I pay my bill?
- Can I track my order?
- When is your business open?
However, when a customer question gets complicated, or requires multiple answers, bots just aren’t going to cut it, and it can take even longer to help a customer than if you had engaged a live representative.
Think about it the way a customer would—you have a concern, so you want to get it resolved as soon as possible, right? The faster you can respond to customers, the happier they will be in the long run.
The best of both worlds?
Don’t worry, you don’t have to get rid of all of your automation, and you don’t have to spend a fortune to offer faster customer service. We can respond to any customer query (email, text, chat widget, etc.) with a live representative within 30 minutes. If your automated service doesn’t completely answer a customer concern, we’ll be able to reach out quickly on your behalf.
It’s really that simple. You can continue to spend time nurturing leads and growing your business, and we’ll take care of your customer support. Contact us today to learn more.