#3 Communication and knowledge.
Personally, there are a couple of things that drive me nuts when calling customer services.
The first one is the endless wait. Usually, it takes about half an hour to talk to someone who is not a registered voice.
During those thirty long minutes, while hanging on, I have one recurring thought dwelling in my mind: never again!
The second one is that I need to repeat myself.
It happens when the “first level” support is unable to help on my problem, so I need to explain everything once again.
…Oh, and when the call drops? What a disaster! Need to start from scratch, wait for another half an hour and then (obviously!) there is no way to get in touch with the previous operator or have someone ready to answer my questions.
Experiences like these depend on old CRM technologies, internal dysfunction and lack of a customer-oriented culture.
At Imagicle, we think technology should make the customer experiences better and satisfying, not more confused.
That’s why we own and use the instruments, workflows, and attitudes to support our customers through different communication channels: web, e-mail, phone and live chat, all handled within a “single pane of glass”, to use a nowadays popular term.
See how simple it is for a customer to open a case through our web portal. Ask updates through email, phone or chat: our agents will be ready to assist you without starting from the Paleozoic.
We know we work in a world where every day there is a new way to communicate. The proliferation of channels is upon us: snaps, Whatsapp, texts, Tweets, Facebook…That’s why keep working to make our customers’ lives easier and comfortable, exploring new technologies and adopting the most suitable media to meet our customers’ habits.
Unfortunately, most of our customer inquiries cannot be solved by a one-size-fits-all response, so we need to use an efficient support workflow catered to each customer’s specific need.
But that’s ok, because we think of customer support as a partnership, something about building a relationship and helping customers succeed.
By handling hundreds of support inquiries per month with agents across various teams, we’ve earned our customers’ trust, and last year our technical support service reached 97.2% of CSAT (Customer Satisfaction Score), well above the global benchmark of 85 percent.
And we owe much of this result simply to the ability to listen – one of the most underrated things ever. After all, as the old saying goes “you have two ears and only one mouth for a reason”.
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