Call deflection is not always a negative thing. Its more about being smarter with communication to your customers, using an omnichannel approach to cover multi touch-points for your customers different preferences. This way, queries and requests get solved faster and without the need for a human agent is some circumstances. A win for the customers who got their query solved quickly and efficiently and win for the Customer service team who can dedicate their time to more complex issues or improving their service.
For many users their first point of contact with your business is your website or Google Business page. If you don’t have the latest information in place on these platforms or have wrong information, that is going to immediately frustrate your customer or potential lead. This is starting your business off in the wrong direction even before the user gets in contact.
Having resources available to your customers has proven to be vital for customer satisfaction.
Having grown up with the internet at their fingertips, millennials are used to hunting information for themselves. Whenever they have problems with your product or service, they will first search for your FAQ pages and community forums. Research shows 69% of millennials say they “feel good” about both themselves and the company when they can solve a problem solo.
If a customer can solve their issue by themselves via content and communication available to them, they feel good about themselves and your brand and it’s one less issue your customer service team needs to resolve.
A smart move for you is to create a community where your customers can connect and give advice to each other. They can find answers by themselves quickly, and your agents will have more time to deal with more complex issues. This also shows you respect the opinions and time of your customers. This builds brand trust and loyalty.
Multichannel increases brands presence and gives customers the ability to choose. They choose their own favoured method of interacting and engaging with you. Maybe your current customers prefer to contact via Social Media while others prefer email.
Therefore utilising multiple marketing channels is beneficial, especially as users switch between multiple channels and devices throughout the day. Consistent branding and messaging across within your multichannel strategy, this experience maximises brand awareness. It also makes it easier for customers to reach out to the brand when they’re ready to buy.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.