According to a UK CallMiner study, customers’ preference for phone customer support has increased by 14%, only second to text message-based support which grew by 38%. However, their preference for social media-based support and website-based support declined by 27% and 34% respectively.
Price is also a less important factor when it comes to customer churn. Customers now place increased importance on customer experience, fair treatment and loyalty when deciding to switch providers.
This means that contact centres are becoming increasingly important in reducing customer churn and attracting new consumers. CallMiner also found that 84.1% of consumers were likely to stay loyal after a positive experience with the call centre while 78.4% were likely to switch providers after a bad experience.
You've dedicated resources to building out detailed customer FAQs and chatbots in an effort to decrease calls to your overwhelmed customer service agents and reduce costs, but the number of calls never seems to drop.
Customers are still calling in all the time.
If this is happening to you, you may need to understand why customers are calling you before you know if your efforts are addressing their problems.
If customers have issues about payment, but you've updated your FAQs and prepared your chatbots to respond to questions about shipment and delivery, no wonder they're calling - they can't find the answer!
Call analytics software can help you do topic classification to find out what type of calls you have and the top complaints or questions customers are calling in about.
What are your call center agents saying to your customers?
Businesses lose more than $75 million a year due to poor customer service.
If your customers are calling, they have a problem that they want solved right away.
They want to know that your company, including your call center agents, can help them solve their problem. Unfortunately, there are a few deadly phrases that your call center agents might use that can cause customers to completely lose trust in your business.
Here are the top 3 phrases.
Awkward silence during phone calls may be common, but extended silence of more than three seconds can kill your customer engagement.
It can make your customer feel like they are always waiting, that your service is slow, and left frustrated at wondering why everything’s taking so long.
Don’t you feel it’s difficult to uphold 100% employee compliance with customer communication standards?
You’ve mandated that every employee receives compliance training, and you’ve clearly written the standards in your company policy.
But customer service incidents still happen. Data privacy breaches still happen.
The worst part is that you found out about the incidents because the customers complained, not because your own managers picked up the issues.
Is it possible to find out more promptly whether your employees are complying with your customer communication standards?
With technology, you certainly can.