We’ve all been in situations where we’ve waited for a company’s customer service. It could be standing in line at the grocery store or waiting on the phone for them to take your call.
But how does waiting time affect your customers’ perception of your business and services, and what can you do to offer a better experience?
Infographic
5 steps to improve the customer experience
- Respond to customers’ queries as quickly as possible.
- Inform them how long they need to wait for a response.
- Offer to call customers back to reduce waiting time.
- Make the wait less stressful with useful information.
- Listen to customers who have been waiting for a long time and are frustrated.
Providing a positive customer experience – even when they’re waiting – is key to retaining customers and maximizing your revenue. Everything from the way you welcome them to the time it takes to resolve their problem affects how they perceive your service in particular and your business in general. Effective queue management and smart use of chat allow you to offer genuine customer support that makes a difference and is appreciated. Balancing security requirements with fast problem resolution is another thing to keep in mind when setting up processes for support.
This may seem like a lot, but the benefits of providing excellent customer service are clear. By reducing friction in your customer encounters, you’ll gain a clear advantage over your competitors and keep customers coming back to you, time and time again.
