A couple of years back, the rumours of the possibility of “customer self service through websites” were heard around the block. Today, this is very much a reality in the world of call center software solutions. You see, the call center business is no longer the small scale business it once used to be. As a matter of fact, customer care has emerged as one of the most important aspects of any company today.
Naturally, self service makes customer care much more accessible and easier for the customers and agents alike. However, customer self service through website has both perks and pitfalls. More often than not, customers need help as to how to go about it. Well, they aren’t entirely at fault since this can be one of the trickiest aspects of contact center software solutions. However, don’t blame yourself for it either. Developing an intuitive and customer friendly website is a Herculean task, and we are perfectly aware of the fact that you’re trying your best.
That’s why we have compiled a list of few tips that can help you provide seamless customer care through your websites. Some of them are as follows:
• Nothing annoys customers more than websites that try to hide their support helpline numbers or email addresses. It makes them feel like you don’t care and aren’t particularly interested in helping out. Evasive methods don’t really work when it comes to customer contact center software solutions. You need to make your support contact details visible. That instils a sense of faith and assurance in your customers as well.
• Don’t name your self service outbound call center software “help”. That’s really the last thing you should do if you want to avoid getting on the nerves of the customer. Call it something like customer support or FAQ or even Q&A. Anything is better than help. As it turns out, the word “help” today has negative connotations and makes the customer feel weak and helpless. That’s definitely not how you want your customer to feel.
• You need to understand the fact that no customer would willingly visit the help section of your website. They came to your website searching for something; either they didn’t find it or they encountered a bug which prevented them from proceeding with self service. Rely on the best telemarketing software to come to your customer’s aid in such a situation. Help them out, answer their queries, satisfy their doubts – do whatever it takes.
• There’s one thing we all hate – it’s being told you are predictable. No two customers can ever be the same. Don’t ever try to pretend that you know what they want. That infuriates customers beyond imagination. Do not generalise your customers and assume what questions they could be having. Be prepared for whatever may come your way. After all, that’s the whole point of a well designed cloud customer service software, isn’t it?
• You must have feedback forms. Feedback forms are a great way of finding out what your customers think of you. Haven’t you ever wondered about this? Customers are surprisingly honest (sometimes, painfully so!) when it comes to providing you with feedback. However, simply gathering feedback wouldn’t suffice. You need to have a efficient cloud customer service software at your disposal that helps you process and analyse the feedback as well.
Hired the best possible talent for your call center? Check! Got the best call center software to take care of your operations? Check! Have you given your 100% to the company website? No? Then that could be costing you a ton of business. Start working on your customer support through websites today!
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