Have your tried to call your company for support?
As you think of all the wonderful ways you can improve your customers’ experience start by calling for support from your own company.
It should be a simple process and one that many of your customers experience. Hopefully you will find that connecting to your support team by phone is a simple and streamlined process that is enjoyable (or at least tolerable).
You may be surprised how bad some experiences are – still to this day! Hopefully you find that reaching your support team is not one of worst.
Here are a few things to consider when calling in:
- Can you find the number?
- Can you get through?
- Are the prompts clear, do you known which option to choose?
- Do you use an intelligent agent (bot) that tries to help – is it helpful?
- Once you get through the prompts and bots, how long did you have to wait?
- While on hold did you get updates about how long you may have to wait (customers like this).
- Did you hear music? Good music? Was it clear or garbled, too soft, or too loud?
- Did you get connected or cut off?
So, how did you do?
Any one of these elements is enough to negatively affect a customer’s experience. Connecting with your support team by phone should be simple, quick, and tolerable. Give your support team a call, a few minor adjustments can have a big impact.
Today’s customer service leaders are under enormous pressure to deliver high quality service to more customers across a growing number of channels with budgets that are not matching the pace of interaction growth. Facing these constraints, some may find themselves purposely hindering the customer experience (turning off channels, reducing hours of service, or increasing acceptable response time windows) instead of considering an entirely different approach to their costs. Read about why you should really be considering outsourcing right now.
Making it easy for customers to get help depends upon the channels available to access support resources and request assistance. Many companies offer assistance by phone but there is a clear shift towards electronic channels.
Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to reduce this demand—and we see two major keys to ongoing Support issue prevention.