When customers contact customer service, they are hoping to solve a problem. If they just wanted to sing the company’s praises, they could do it through their own social media page and share it with friend along with their recommendations and personal endorsements. They could also visit the company’s social media page, but, if a customer wants help, more than likely they will call customer service. The telephone number is on customer receipts and sales material. It may be hard to find on a website.
If you made a purchase online, with your confirmation email you will also receive an email address, or a link to contact customer service. You use the link to find out you must submit a ticket, choose a category and research the topic from among the database. Next, after not finding the topic you need in the database, you can live chat, which is great if you want to type your problem and discuss it for 30 minute or more. Knowing how to express your query just right can also be a problem, so next you look for the contact us page, hoping to find a phone number.
Finally, you dial the number, hoping to get the needed help in the next few minutes, but hear: “All our agents are busy assisting other customers. Wait on the line for the next available customer service representative.” Some are nice enough to tell you your wait time and ask if they could call you back when the next agent become available. Does this sound like the average customer service experience?
The return call finally gives you a live representative to answer your query and give you help to resolve your issue. You will probably have the chance to rate the representative that resolve your issue but can’t tell the company where they fall short in the process of providing the great customer service you received in the end. The question becomes how a customer can get that kind of service immediately.
Surely this is not the type of customer service most companies would want. They would like to give their customers the best experience possible. One good experience for a Customer – Wikipedia is always there for every search and inquiry. If customer service in general worked like this, people would Gladly rate it superior. Customer service software that makes bringing a great outcome the results should be simple for customers to use.
Great customer service results in lots of repeat business, rave reviews and many recommendations. Businesses should keep this in mind when choosing customer service software. It should be easy to integrate into your current platform and give the customer a choice of how best to communicate with your business. It should also allow customers to use their cell phone, tablet or laptop to communicate. Whether calling, chatting, visiting your social media page or visiting a database to find the answer, customers should be satisfied with the outcome.