Ideas from books, articles & podcasts.
created 9 ideas
I tried to buy from a business and struggled to pay. By the time they realised 2 days later, it was already too late. Time is of the essence and that’s why I am sharing this with businesses, so we can be more time-bound with our customer engagements
According to Super Office, it is shocking to believe that the average response time for companies that do respond to customer enquiries, is actually 12 hours! 😱
Your customers are just as busy too, looking for solutions to problems while busy with their lives.
When you provide platforms for customer engagement such as emails, chatbots, customer service desks, social media etc, setup a response framework and be more intentional about responding qui...
This is very true. Even if your teams are mostly busy, quick acknowledgements to customer enquiries presents a speedy response experience to the customer.
But don’t just acknowledge quickly, use the acknowledgement message as a means to set an expectation.
For example, thank you for ...
You can save a lot of team and customer time by making available materials and content that provides answers to customer questions.
Even right there on your contact us page, you can show the customer a list of Frequently asked Questions they can get quick answers without needing to fall int...
There’s a reason you receive an email from Amazon reminding you there are items in your basket. They don’t want you to forget, as it is a sale opportunity for them.
The lesson here is anticipating customer needs, providing support proactively, reminding them if need. This helps you secure...
It is not enough for you to desire speedy responses. Your teams must be onboard and understand why it is important.
Educate your teams and all 3rd party that may be involved in handling customers such as your offshore outsourced support teams.
Let them know why it is important, what i...
If you’re serving customers globally, you have a time-difference challenge in your hands.
Think about your geographical customer personas and setup systems/processes that can cater across different time zones.
Set expectations accordingly so there is no confusion with your opening, cl...
The last point is really about promises and expectations.
When you’ve defined a response time for your customer, please ensure you adhere to the timelines.
Don’t break the trust by not meeting the expectations you’ve promised. Don’t disappoint the customer.
created 7 ideas
created 8 ideas
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