We therefore try to check the self-help system after every direct support contact to see whether the information requested could have been found there. If so, that is a sign that we need to make the self-help system even more attractive because the customer obviously preferred to make a direct request. To achieve the highest possible level of automation, it is necessary to promote and publicize the self-help system. For example, in our manual answers we regularly refer to the help system to show the content there.
Speed and high-quality answers are of course the be-all and end-all of good customer service, because nobody likes to wait - and especially not for an inappropriate answer. Customer service can only be improved by employing qualified staff and avoiding cheap temporary workers. Especially with software systems or other products with a technical background, an experienced technical contact should always be available via the shortest possible route if a support employee does not know what to do. We always have a programmer available who can provide more detailed information on how a mechanism works or the logic behind it, or solve small problems directly.
The success factor of speed and quality is, by costa rica telegram screening the way, largely linked to the first tip, automation in customer support. If the majority of inquiries can be handled automatically, there is usually enough time to answer the remaining questions in a quality manner. If you do it well, your automation will provide excellent first-level support and keep you free to deal with the remaining issues.
3. Tip for your customer service: Transparency as a success factor
Do you know the feeling when you submit a contact form on a website and are unsure whether everything will work as expected? Perhaps you don't get a confirmation message afterwards, perhaps the site is so bad and full of errors that you question all functions. There is a lack of transparency here. First of all, there is uncertainty about whether it worked and whether the request has even been received. But even during the ongoing process, you may want to be able to see the current status.
So do it better and make sure that a customer is always transparently informed about whether they still need to do something, whether they can still expect a response or whether the support request is already considered "answered". Initial transparency is easily created by sending the customer a confirmation that their email has reached you. This will increase your customers' satisfaction and ultimately increase customer loyalty.