In addition to a friendly and courteous reception from Customer Support, callers also expect prompt and comprehensive resolution of their queries and problems. Providing your agents with a list of Frequently Asked Questions with appropriate responses can go some way towards assuring this.
9. Seek Expert Help if Necessary
If a customer calls lebanon telegram with a particularly complex issue, it may be necessary for your support agent to seek expert assistance, in order to adequately resolve it. This might for example involve consulting another department or your call center manager, or getting the advice of a subject matter expert.
In all cases where such an escalation is required, it is critical to communicate the reasons for this referral to the customer, and to give them an estimated time frame for final resolution of their issue. Going the extra mile in this way can tip the balance between retaining or losing the customer.
10. Offer Alternative Methods of Contact for the Follow Up
Once a problem has been initially resolved, it’s important to follow up with the customer. On the one hand, this is to ensure that a genuine resolution has actually occurred. Follow-up also gives you the opportunity to elicit feedback from the customer as to how they were treated on the call and how well your support agents have performed.
Since the customer may prefer that an agent contact them via email, SMS, live chat, or some other means, you should provide alternatives for this follow-up communication. A contact center solution can offer such alternatives in a single integrated platform.
call center people
[Image source: Pixabay]
How to Further Boost Your Customer Support Capabilities
Even the friendliest and most efficient customer support department in the world can be let down by poor voice quality or a bad communications network plagued by jittery lines and lag.
Bring Your Own Carrier (BYOC) helps to eliminate these problems by enabling businesses to bring or choose a network carrier to plug into an existing phone system. For example, IDT’s BYOC provides unmatched call quality, intelligent routing, and advanced voice features.
To find out more about how IDT can assist in making your customer support more friendly and efficient, get in touch with us.
Give Support Agents a List of Frequently Asked Questions (FAQs)
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