Customers either shape the brands or shake them. Without customers, no business can ever reach its potential. Keeping customers happy and satisfied and giving them excellent customer care service is essential. Replying faster to customer queries and complaints must improve customer satisfaction. A swift response from customer support can enhance their experience. One of the best ways to keep loyal customers happy is to offer excellent customer service.
Quality customer care is responding promptly. 71% of customers believe that a quick response from the service team can significantly improve their experience. Customers expect their queries to be answered efficiently and timely. Response time is very crucial in customer satisfaction and building loyalty. A platform like OneDios App is a one-stop solution that allows customers to book service in 60 seconds or raise complaints. They are bringing a revolution by improving customer response times without needing to call customer care. OneDios is standing out by simply responding, resolving, and delivering its promise of outstanding customer service.
An organization’s customer service response time simply refers to how quickly it responds to a customer’s inquiry. Good customer care doesn’t mean resolving the issue in the very first interaction. Acknowledging their message or ensuring them that you are working on their problem is enough to keep them satisfied for the time being. Prompt response is essential for customers to decide which brands/businesses they will continue dealing with. Immediate response and good services earn the company’s trust, satisfaction, better sales conversion, and loyalty of their customers.
Here are five simple ways to improve customer service response times and experience.
1. Ensure Excellent Customer Service
A highly skilled and competent team to handle any customer query is the first step toward providing excellent customer service and support. A knowledgeable support team with excellent communication skills and a desire for customer satisfaction is a must.
To improve team efficiency:
- Regular training – Conduct regular training sessions on updated features of different products or services and convey clear brand messaging. Training should be consistent across all departments and teams.
- All vital business information should be shared with the support team to make them aware of all the policies, products, issues, and solutions.
- Keep monitoring your current goals to understand the problem areas and improve them in the forthcoming training sessions.
Set realistic goals for your team and motivate them to meet those goals. Create a motivating environment where employees feel encouraged to do their best. Such training sessions aid the customer service team in responding quickly and thoroughly understanding products and services.
2. Set up a First Automated Response
An excellent automated response makes the customer feel heard, saves the service team time, and helps manage customer expectations. This simple technology lets the customer know you have received their query and what they should expect to happen next.
However, one can’t rely on an automated message to satisfy a customer’s needs fully. Still, often all a customer wants are to be acknowledged, and an automatic response is an excellent way to:
- Assure the customer that their request has been received and a customer service executive will contact them soon.
- Set expectations upfront and inform the customer of your average response times.
- Remind the customer of your customer service department’s opening hours and how long it takes for them to respond.
- Provide links to FAQs and other self-service tools to help them, reducing the need to contact customer care.
3. Categorize and Prioritize the Requests
Each customer query is essential, but to provide efficient customer service, categorizing and prioritizing the requests is needed to maximize the use of resources. Categorizing the requests based on complexity and subject matter helps the customer service team to be more productive. For instance, a customer reporting a fraudulent debit card purchase or customer with a recurring issue, or a customer who is impatient or angry are the ones who need to be given importance over others. Your business loses money and potential clients if their issues aren’t resolved on time. This doesn’t mean other customers aren’t necessary.
A ticketing system is great for this. It helps you tag each of your customer enquiries by priority so that you know which queries are urgent and which can be replied to a little later yet timely. An easy and quick method is to use a traffic light system:
- Red for high priority
- Amber, for less urgent emails
- Green, if an immediate response is not required
Grouping similar tickets together boosts efficiency. For example, your team can devise one immediate solution and quickly resolve the entire group of tickets in a single pass.
4. Use Customer Service Response Templates
In customer service, it so happens that some questions are asked again and again by customers. Such frequently asked questions can be dealt with quickly and efficiently by using templates containing prepared answers.
Create templates by identifying common questions and issues your support team encounters most frequently. To rewrite the same responses to common questions repeatedly leads to time wastage and duplication of work. An experienced agent knows what types of questions their customers frequently ask. Use this information to prepare your customer service team better.
Templates save time, provide customers with the correct information, and help reinforce the brand by keeping communication consistent and your customers happy. Templates can be created for questions such as “how can I reset my password?” or “when will I receive my order?”. Whirlpool customer care and many other major players follow the same practice.
5. Set up Time-Based Alerts
Every business wants to respond quickly to reduce its customer response time. However, sometimes the time lag in responding or resolving the issue is outside your control. It’s very easy to lose track of which emails have an early response requirement and to miss inquiries that get buried during busy times.
Set up time-based alerts to avoid losing customer questions in the system or responses being delayed more than required. The customers deserve attention and answer their questions within a reasonable time frame. Customer waiting time for response can be highlighted using time-based email alerts.
Upon receiving an inquiry, a customer service agent determines when to follow up. An alarm is then set as a reminder. It allows agents to go away and research the correct solution and ensures unopened or unclaimed emails are picked up before the deadline for response has ended. A time-based alert ensures that nothing is missed.
At OneDios, we are proud to offer and deliver excellent customer service and are quick in responding to inquiries. OneDios makes the process simpler, faster, and more efficient by contacting customer care for any issue and booking service within a minute. To learn more about how OneDios can help you with the hassle-free booking of services, download the OneDios app now. We understand that excellent customer support drives an amazing customer experience.
The OneDios app is a one-stop solution for all your AMC-related service issues without having to call multiple people or find phone numbers. We make the service experience effortless and timely for the customers and efficient for the support agents.
OneDios offers an outstanding professional facility for repair, installation, and service work. OneDios app makes it simple for consumers to avail of post-sales services without difficulties. You can schedule the service of any electrical appliance at OneDios, which covers all major brands. OneDios now covers over 1350+ cities in India.