Reducing Customer Response Times - PowerPoint PPT Presentation

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Reducing Customer Response Times

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Reducing Customer Response Times – PowerPoint PPT presentation

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Updated: 15 August 2016
Slides: 8
Provided by: businesscoaching
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Title: Reducing Customer Response Times


1
Reducing Customer Response Times
  • http//businesscoachingcalgary.com/

2
Do you start to wonder if your email hasnt been
responded to within a few hours?
  • A survey by Nielsen shows that 33 of customers
    would still recommend a brand that was quick to
    reply, even if the response was not complete.
  • In todays world where most communication is done
    through technology we have been spoiled by quick
    response times. The response time refers to the
    time it takes a customer service representative
    to make the first point of contact after an
    inquiry is made. Even if you cannot resolve the
    issue at the first point of contact,
    acknowledging them in any way keeps the customer
    focused with you.

3
  • Does your company track response times and
    monitor? The average first response time can be
    calculated by taking the total of all response
    times and dividing it by the number of cases that
    you resolved. By knowing what your response times
    you can ensure that your company continues to
    increase efficiency by decreasing the rate over a
    period of time. If you have said that you will
    respond in a certain amount of time it is
    critical that you hold yourself accountable to
    those times.

4
Scheduling
  • Start scheduling customer service around your
    customers.  For example, you may find have a
    large amount of customer service cases being
    submitted between 5-6pm when people are typically
    off work but you close at 5pm.  It may be worth
    the investment to have someone stay for an extra
    hour so that they can take care of these cases
    and reduce response time. Also study your
    customers to find out if they are in various time
    zones and when is typically the best time to
    reach them and create a response strategy.

5
Communication
  • How do you communicate with your customers and
    are you utilizing all channels effectively? As
    humans we are only able to communicate with a
    customer one at a time. If you are using basic
    channels such as phone and email you may want to
    look into options like live chat which allow
    someone to respond almost immediately to requests
    and from there you may be able to resolve the
    issue. SMS updates and auto responders are also
    great methods of informing customers immediately
    that their concern has been acknowledged.

6
Use Customer Support Templates
  • This is known as the Quick Response option. If
    you have a backlog of customers with the same
    problem customer service templates allow you to
    respond quickly to multiple customers quickly.
    This lets you acknowledge quickly and get that
    first point of contact out. Start by creating
    templates to some of your most common questions
    and monitor to see if it helps reduce your
    response time.

7
Contact Information
  • Suite 105, 1935-27th Ave NE
  • Calgary AB,T2E 7E4
  • P 403.454.4883
  • C (403) 690-8363
  • Email kent_at_ninebusinessgroup.ca
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