Voice is still number one for customers because it provides immediate and personal support. But one bad call can make your customers hang up for good.
Read up on tips and tricks for providing better phone support.
Learn more about connecting with your customers on Advanced Voice by Zendesk
Summary:
Give Customers Options
Do give customers options like phone trees (IVR)
Don’t make it complicated or hard to reach an agent
75% of customers believe it takes too long to reach a live agent
Go off-script
Do encourage agents to have genuine conversations with customers
Don’t turn agents into robots by making them stick to scripted answers
69% of customers believe their customer service experience improves when agents don’t sound like they’re reading from a script
Have account info handy
Do put customer account information at your agent’s fingertips
Don’t make your agents scramble to identify customers
69% of customers dislike having to repeat account information on the same phone call
Keep transfers to a minimum
Do empower agents to field customer questions
Don’t make your customers talk to multiple people to solve their problems.
63% of customers are frustrated when companies transfer their call multiple times
Aim for First Call Resolution
Do resolve customers’ issues fully the first time they call
Don’t focus on agents’ call duration alone
- 86% of customers say that getting a satisfactory answer to their question equates to excellent customer service
Close the call with extra support
Do preemptively give customers instructions for handling related issues that may arise
Don’t hang up without anticipating and “forward-resolving” common issues
62% of customers report having to repeatedly contact the company to resolve an issue as negatively impacting their phone support experiences
