This blog was written for Click4Assistance and originally published on 2020/08/11. ↗️
Resolution times are important for contact centres. The faster each resolution is, the more resolutions your contact centre can successfully produce in a day without expanding your customer service team. This is something that every contact centre aims for, as it increases your efficiency while being cost effective. But how can you make your customer service agents faster without compromising quality?
One of the best ways to make your customer service team more effective is to train them to understand a customer issue and how to listen closely. Sometimes, a customer does not know what the issue is directly, as they may not be technical, as is the case with industries such as the automotive and computer industries. The customer might just say, “It is not working, I don’t know why,” and this can be garnished with a tone of frustration as many will attempt to diagnose or tackle an issue themselves before resigning to defeat and calling customer service for help. It’s important to listen closely and ask the right questions in the first instance, to gather a comprehensive understanding of a customer’s issue before offering a solution, rather than giving the customer a list of fixes that yield no result and consume more time.
Connect quickly, resolve quickly
If you’re reading this, it’s likely that you already have Click4Assistance’s live chat for small business. This easily allows customers to quickly get in touch with your customer service agents right when they need them. Sometimes a customer could be waiting on a telephone queue indefinitely, but with online chat, your customers will spend less time waiting on the phone and more time getting their issues resolved, since your customer service agents can speak with multiple customers simultaneously over Click4Assistance’s live chat software, making them 4 times more productive instantly.
Speak, at the click of a button
But sometimes a live chat for website is not enough and one size fits all may not be the desired approach. You may find customers or certain issues need to be explained via audio rather than just typing it out on live chat. This is the case when a customer has to explain a problem, or have a customer service agent listen to the issue at hand if it’s audible. A customer service agent may even find it much more effective to speak with a customer if they need to be walked through a step by step solution and provide feedback. But what’s an easy way to do this with sacrificing efficiency?
With Click4Assistance’s Click2Call feature, the customer can simply press a button and BAM! Connected. That’s the power of technology, and it’s no cost to the customer. No more waiting in infinite telephone queues on premium numbers for your client’s customers, and more 5:00+ minute wait time metrics for you and your team. For you, it’s just instant connectivity and fantastic customer satisfaction ratings.
Click4Assistance has been the leading live chat for small business in the UK for over 15 years, but it’s not just small business: it’s any business! As the experts in effective customer communication solutions, we know that Click4Assistance can instantly improve your contact centre with a simple, intuitive software change. The fully customisable dashboard allows your customer service agents to focus on what’s important and hide the rest. With features like live chat, video chat, Click2Call, AI chatbots, AI form-bot, social media direct messaging and even your own integrated CRM, all in one place, your customer service agents will save time and become instantly more productive.
Say goodbye to flipping though multiple applications, as Click4Assistance aids in reducing human error and increases the likelihood of your customer records being more comprehensive, as everything is in one place. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to level up your contact centre in 2020, give us a call on 08451235871 or send an email to [email protected] and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.