Posted on

All you need to know about high-touch customer service

Customer service at a call center is defined as the process of waiting for people to call in with a question and then answering the question or solving the caller’s problem. A high-touch customer service can be regarded as an advanced version of the traditional approach. In this kind of approach, the basic aim is to anticipate what questions or issues callers will have at different instants of time. A high-touch customer service also means evaluating ‘first-call resolution,’ which is resolving the callers’ issue the first time they call. Simply put, high-touch customer service is a category of contact center interaction that requires human interaction. Some contact centers train specific agents to deal with high-value customers and complex problems in order to achieve maximum customer satisfaction.

High touch customer service
High touch customer service

Software technical support systems employ a grading system for customers. According to this system, the low-touch requests may be handled through mediums such as an online community FAQ section or a customer self-service portal. Such that low-touch customer service often enlists FAQ sections or knowledge bases of articles with how-to answers. On the other hand, the complex issues may require the high-touch approach of a customer service agent who is well-trained in resolving these kinds of problems. In other words, high-touch solutions almost always require human intervention and guidance from a customer service agent for query resolution.

Customer service agents
Customer service agents

In order to anticipate the problems or issues that customers may have, a thorough study of the data accumulated over time needs to be done. This data is generally based on the types of questions for which the customers contact the call center. This can help identify areas of the program that require more detailed descriptions and information. This data can also be used by the call center employees for reaching out and educating members or customers in a more personalized and proactive way.

 

 

Studying data gathered over time
Studying data gathered over time

 

Posted on

How to deal with a difficult customer: II

1. Let your customer’s know that you care:

In order to deal with a difficult customer, numerous of strategies can be employed. It becomes crucial to show concern for the customer’s feelings. Your voice communicates your attitude when handling customers on call. People respond more to how you say something than what you say, so, try to be as polite as possible. Your words should be convincing enough to make your customers realize that you care.

Show your concern
Show your concern

2. Let your client vent:

Never try to interject with a solution or even interrupt with clarifying questions when your client is bursting out. In most cases, clients are looking to release their frustration. Since it is a part of the job, so, it cannot be ignored but a clever tactic can be your savior. You can mute your end and let the client vent. As a matter of fact, giving the client full rein over the conversation for the first few minutes helps him or her get out those frustrations, blow off some steam, and eventually, be able to focus on getting to a resolution.

Let your client vent
Let your client vent

3. Exclude the blame game:

Instead of blaming others or your company, use indirect approach or “I” statements when trying to clarify. In order to explain what went wrong, use either the indirect approach i.e. asking relevant questions before refunding or “I” statements like “I need additional information.” as much as possible. Never acknowledge that you or your company is to blame as it could lead to lawsuits.

Stop blaming
Stop blaming

4. Use caller’s name in the conversation:

Interjecting the caller’s name into the conversation is yet another strategy to deal with unfavorable situations and a difficult customer. Addressing your client with the given scripts without using his/ her name sounds a lot more formal and much less sincere. Once you use a name, you are suddenly speaking with a real person who has a legitimate reason behind his or her frustration.

Addressing the caller
Addressing the caller

5. Go above and beyond to solve customer problems:

Try leaving no stone unturned in solving your customer’s issues. Never avoid solving their problems even if solving the customer’s problem isn’t among your job duties. Try to get all the facts you can, and then tell the customer how you can help. This would further help you tackle a difficult customer as well.

Strive to solve the problems
Strive to solve the problems

 

Posted on

Tips for an effective online chat: I

These days customers are increasingly using live chat as a communication channel to interact with websites to get instant help in case of any queries. Here are some tips to leverage online chat in order to reassure lead nurturing:

1. Offer a copy of the transcript to the customers:

Customers contact the live chat agents so that their queries are resolved instantly. The whole chat process provides them with valuable information. But, most people don’t record every conversation so this information can get lost or can be rendered futile. So, provide your customers with transcripts at the end of live chat sessions.

Transcripts
Transcripts

2. Include chat button in email campaigns:

This feature allows your customers to provide direct feedback on questions they may have regarding the email they’ve received from you. Emails could be anything from periodic newsletters or follow-ups to individual questions or grievances and embedded chat button along with it provides an ease of instant query resolution.

Embedded chat button
Embedded chat button

3. Provide chat agents with previous chat transcripts:

Providing your chat agents with a chat history for returning visitors allows the agents to come up to speed on issues that the customer discussed previously, and to proactively follow up with any questions. This will hasten up the live chat process and customers will appreciate the fact that they don’t have to repeat their previous problems to newly assigned chat agents.

Chat history
Chat history

4. Initiate an automatic response:

The only way to guarantee a quick response is to accept all incoming chats immediately. Once a customer initiates a chat session, the system should accept the chat automatically and convince the customer that a chat agent will respond shortly. Pre-canned messages can be used to welcome the customer and let him know that action is taking place immediately.

Auto accept chats
Auto accept chats

5. Inculcate pre-chat survey forms:

Pre- chat survey forms allow customers to set the direction of the conversation. They include questions that allow your chat agents the necessary background so they can provide a quick and courteous answer.  The pre-chat survey forms also allow you to quickly route the chat session to the agents who are most qualified to handle the respective conversations.

Pre-chat survey
Pre-chat survey