Ideas from books, articles & podcasts.
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 your message, we will definitely be reaching out to you before the end of the day.
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You can save a lot of team and customer time by making available materials and content that provides answers to customer questions.
If you’re serving customers globally, you have a time-difference challenge in your hands.
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.
It is not enough for you to desire speedy responses. Your teams must be onboard and understand why it is important.
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 last point is really about promises and expectations.
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