We’re sure you’ve heard it all too often. In fact, today’s fast-paced world practically lives by it. Yes, ladies and gentlemen, time, they say, is of the essence. In this blur we live in, every second counts and those who do cannot keep up will surely be left behind.
If you really think about it, this time-saver way of thinking must likewise apply to your call center, especially in the area of customer tech support. If your clients have all these tech toys, then it is almost certain that they, too, lead a fast-paced life that’s always on the go.
Nothing can be more irritating than a tech support call center that won’t even pick up the phone to take your call. Moreover, resolving their tech-toy issues during the first call can even increase customer satisfaction and even make them come back for more next time around. According to contact center research and consulting firm Service Quality Measurement Group, the rate of customer satisfaction actually drops by 15% each time a client has to make a callback (or follow-up on his or her service request, complaint, or the like).
In plain English, what this essentially means is that try your best to get that iPad started on the first call, lest you lose your client altogether somewhere down the line.
Speaking of quick resolution, there’s no excuse for you not to be able to offer your clients a quick way to reach your customer support contact center. With technology-driven solutions such as email, live chat, and the now en vogue social media, you can actually use technology to your advantage. And if companies like T-Mobile, Apple and Xbox can do it, why can’t you?
T-Mobile, for instance, used to thrive on good, old-fashioned growth coverage and new product launches. With the ear of the internet and Facebook, they have learned the bitter lesson that their old ways are not enough to win over customers hearts anymore. Now, their Facebook and Twitter pages have the distinction of responding to customer concerns in as short a time as 51 minutes (for first response times). This is truly amazing given the fact that they serve some 130 million clients as of first quarter 2012. Believe it or not, your inbound call center can do this, too.