Customer service is the key to improving brand value for any brand. Customers feel that service is bad or not up to their mark if brands have a slow response rate. This has been a metric every contact center has been trying to improve on. With improvements in technology, it is possible for customers to get their solutions without much hassle.
Before we get into how to improve resolution rates, let’s look into what are the common problems customers face.
4 most common problems faced by customers
1. Long hold time
A lot of customers approach contact centers for their queries and when they call they are first put on hold. After selecting the option a customer wants, there could be times when the call traffic is too much and agents at the contact center cannot handle it all at once.
Be it being understaffed or that agents are not available for support or any other likes of it, the ultimate thing that is happening is the customer is not being catered to. Prolonging wait time at call centers will definitely agitate customers and they might end up with the feeling that the call center is wasting their time of the day.
2. Too technical to understand
In the case of technical products or issues, sometimes it is not the response rate but the time it takes for the customer to understand a product properly. If a customer just bought a gadget and is not capable of setting it up and needs help, they might contact the contact center for help.
The customer not understanding the explanation in at least 3 go’s is not beneficial to both parties, as one, it is taking up the customers time. Two, the agent could have increased the AHT rate.
3. No guides for customers
The new generation of customers, unlike the older ones, seem to have no time at all. In this running race of a life they face, they would most likely google answers. What they would like is a portal for self-service.
And in self-service proper guides etc, would mean they wouldn’t have to seek help from a third-party website or even worse be left with no answers because of unique features a product might contain with the lack of guides for customers.
4. Limited support channels
A customer in the second decade of the 21st century is not far behind and would like to use fast answering modes of customer support and on the medium, they would prefer. For example, A person using a laptop might not like using their phone to contact customer care, meanwhile, another might like to visit the store.
Limiting the number of support channels means less resolution of queries and more customers unsatisfied with the product purchased. Being unable to respond to the customer through their preferred channel would decrease liking among customers.
Is there one solution for all these problems?
You might be surprised but there is indeed one solution for all of the problems stated above to improve the response rate for customers. A knowledge management system is a perfect solution to overcome problems in just a few days after implementation.
5 Tips to improve slow response rate
1. 24*7 support
A knowledge management software has an AI-powered knowledge base that helps store all information in one place and process it for the customer. In case of the unavailability of an agent due to a surge in calls, you can opt to use this technology in your chatbots.
This feature of the knowledge base not only helps respond to customers through chatbots but is intelligent enough to answer like a human. So the customer behind the screen feels like it is an interaction with a human.
2. Resolution in seconds
Knowledge based software has two unique features that can help decrease AHT at a contact center. One is that there is only one platform for all the information needed so there is no time wasted in answering the customer’s questions real quick.
Two, integrating CRM into the scripting tools used would save a lot of time asking for details of the customers. It also helps customers reach solutions within 7 steps, using the agent scripting tools provided.
3. AR-powered support
Technical terms can be tough and if the customer is not tech-savvy or does not understand a product, knowledge management helps with delivering solutions in real-time through co-browsing.
A platform with a feature that is AR-enabled can provide remote support to customers by involving visual elements that make everything less complicated and easy to understand. This also reduces field visits and helps cater to more customers quickly.
4. Self-service guides
As discussed, customers prefer self-service guides before having to call a contact center for more information. A knowledge base makes it easy to create guides for customers and place articles or FAQs that customers would need on a website or on an app to help customers cater to themselves.
This is a benefit to the customers and also contact centers, this is so because it helps easier problems to be self-solved and therefore when a problem is solved it helps deflect calls to a contact center.
5. Unlimited support through channels
Just one medium is never enough, to cater to a large group of customer queries the brand needs to be within reach on the medium the customer would like. This could mean in the store or through the web or contact centers.
AI knowledge base helps maintain one source of information for uniform content across all channels. It also provides features to format and preview the content on various mediums before publishing any information.
We clearly know that a slow response rate could cost anyone their customers. However, the solution for this is just a step away. It is indeed a miraculous software one can say. With advancements in technologies, customer services have come this far, hop on the bandwagon now to help your customers and advance to a new era with each update in the software system.