Start each message with: Hello, how may I help you?
Posted: Thu Jan 23, 2025 6:38 am
The first goal is to enable channels for quick communication. We recommend phone lines and live chat. Next is social media. As you can see, 1 in 3 customers would prefer to have their issues resolved over social media. It's very simple and not as mentally exhausting as a phone call.
Next, proceed to create goals, policies, and quality standards (unwritten rules, guidelines, KPIs) for your current or future customer service department. Involve senior customer support staff and all employees to get their opinion on what good service is. Adjust the rules, guidelines, and metrics to know how things are going accordingly.
Start by outlining the core values your customer support team belgium telegram database should live by. These don't have to be specific. Let's look at an example.
Value our customers
Please allow 5 seconds for you to begin typing your reply after receiving a message.
Ask at least 2-3 questions before offering a solution
Efforts to make customers happy
This provides a solid foundation for future development, and with rules like these, tweaks and improvements can be made more smoothly.
Additionally, I recommend setting some technical goals as well, keeping them pretty simple at the beginning. Here are some examples:
The average (median) wait time for a support agent to become available must not exceed 120 seconds.
Support service satisfaction must not fall below 85%
A 90% resolution rate
A 15% decrease in cancellations and refunds via chat (aka churn rate)
These simple technical goals should give you a clear idea of what needs to be done and what features need to be implemented to achieve those goals.
Next, proceed to create goals, policies, and quality standards (unwritten rules, guidelines, KPIs) for your current or future customer service department. Involve senior customer support staff and all employees to get their opinion on what good service is. Adjust the rules, guidelines, and metrics to know how things are going accordingly.
Start by outlining the core values your customer support team belgium telegram database should live by. These don't have to be specific. Let's look at an example.
Value our customers
Please allow 5 seconds for you to begin typing your reply after receiving a message.
Ask at least 2-3 questions before offering a solution
Efforts to make customers happy
This provides a solid foundation for future development, and with rules like these, tweaks and improvements can be made more smoothly.
Additionally, I recommend setting some technical goals as well, keeping them pretty simple at the beginning. Here are some examples:
The average (median) wait time for a support agent to become available must not exceed 120 seconds.
Support service satisfaction must not fall below 85%
A 90% resolution rate
A 15% decrease in cancellations and refunds via chat (aka churn rate)
These simple technical goals should give you a clear idea of what needs to be done and what features need to be implemented to achieve those goals.