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So, what are the issues and how are they solved? Through good training policies and practice, most companies can get to around a 70% satisfaction rating with their customers. Getting the other 30% is the challenge. Customer usually expect nothing less than 95% quality. Most customer dissatisfaction is service-related. From that group, some typical reasons for customer dissatisfaction include not answering all the questions asked in the mail or not reading or understanding fully what the customer is asking. The keys to solving these problems, according to the leading experts in eSupport Management are:
In other words, make the e-mail solution relevant to the customer, remember that e-mails should also contain understanding and empathy, and always strive to give accurate and complete answers. More specifically, relevance here means, the quality or state of being relevant and applicable, that all questions whether simple or complex should have simple answers (with detailed instructions), and yes/no questions have yes/no answers. The understanding part is easier. The goal here is that in every answer given, the customer service representative need to ask themselves: What is the customers objective? What exactly is their question? And can we assist in their objectives and resolve their inquires? Finally, the answers that are sent back to the customers will be judged first on the issue of problem resolutions and then on timeliness, accuracy and style/grammar. Another problem faced with companies, especially in outsourced situations due to native tongue differences, is that reps have a problem when it comes to customizing the standard answers. Every client will supply a standard “knowledge library” that will be used to answer all questions. Unfortunately, not every answer will fit what the customer is asking. What’s worse is that the answer will sound “canned” and turn the customer off. What is needed here is a standard template for the reps to use, so that there is a degree of customization, it will always be controlled and better yet, standardized, so that a rep can work efficiently and systematically. Over a period time, both quality answers and quantity should increase. Every template should act like a newspaper, containing a headline (subject line), a summary blurb (introductory paragraph), and the article (knowledge library solution). This structure serves every customer; it engages them from the lowest level of complexity first, then gets into the details. The e-mail customer service sector is growing rapidly, and shows no sign of slowing down. However, there is a clear need for these standardized practices to be in place, as well as effective training for quality to be truly called top-notch. Graphic Done by Himani
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When
people think of call centers, they generally think first of voice.
In my previous job, I worked for a company that strictly handled
e-mail customer support. This is something that faces its own unique
set of problems. With voice, you generally think of voice quality,
accent neutralization, etc., and there are different solutions offered
for those issues. In text support, no one has really thought of
solutions, since this is a reasonably new industry - outsourced
voice has been around for decades, while outsourced e-mail is a
much newer phenomenon. 