The more information you provide, the less necessary it is to call you. And that information should be available across all channels, such as website, newsletter, and social channels. And even better if that information is provided pro-actively. For example, think of every question a customer can have along the customer journey and provide answers on your website. Customers don’t want to spend a lot of time to find an answer to their question. And well-informed customers have less need to call you.
Nevertheless, there can be times when many customers call at once and the volume is too high for your agents to handle. If you can’t answer immediately, you need a back-up plan to keep your customers satisfied. At Sound of Data, we are highly experienced in dealing with massive call flows. You can rely on us to have your back when overload strikes. Our peak time solutions provide friendly, automated ways to deal with the situation. By managing customer expectations and showing them, you care about their call, you preserve the quality of your customer relationships. And isn’t that what it’s all about?
* The Microsoft 2018 State of Global Customer Service survey polled 5,000 individuals across Brazil, Germany, Japan, the United Kingdom, and the United States.