When you do this, without understanding the

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Lina Kareva, Head of Client Service at Wazzup 2nd principle: Don't make them wait. There is another problem when the client is ignored or cannot give an answer for a long time. They speak in interruptions in the style of "five more minutes". We managed to avoid this by using the request distribution system. As soon as the client writes, a first-line specialist answers him. He clarifies the request and then either works with it himself or refers it to other specialists. For example, if he is asked a question about a product or a tariff, he redirects the request to the customer care department. And when a client needs technical assistance, the manager sorts it out: dives into the problem, asks to send screenshots, clarifies cases in the knowledge base. And if he understands that he is not an expert here, then the second-line employee works with this request.



Everything happens denmark phone number list seamlessly, without wasting time for the client or unnecessary stress. This is how Wazzup's customer service works, screenshot 2 Wazzup case, how we solved the problem of referrals A year and a half ago, our second line of support only worked with tasks. That is, when a first-line employee could not solve a problem, he would set a task to clarify something, then wait for an answer. I had a crazy thought: when you do this, without understanding the issue yourself, you can convey information incorrectly. And the client quickly realizes that you are copying and pasting. He drowns you with questions, and you turn into a referral. You created a task, the second line of support returned it to you with some words that you yourself did not understand. You passed them on to the client.



He asked you another question, you created a task again. The client waits. I changed this. Now, if a first-line employee cannot give an answer, he immediately connects a second-line employee - an expert communicates with the client right away. Life has become easier for everyone. Lina Kareva, Head of Client Service, Wazzup Principle 3: Understand the request The client wants to know more about the tariff, but they send him a price list and say "bye". They send him moldy bread, and in response to an angry message they give him a promo code. They need help, and in response they send a link to a website. They end up in a separate pot for spamming emojis. We believe that there is a reason behind any customer request, which is not always obvious.