A key component to driving customer retention and loyalty is providing excellent customer service. There’s research to back this up: 85% of consumers say it takes no more than two negative experiences before they stop doing business with a company. What can companies, particularly those in the financial services sector, do when customer expectations are always rising rather than remaining static?
Your call management strategy can help you understand your customers’ nes and rirect their queries so they receive a quick and accurate response – most often, this is done through a self-service channel. This gives you the opportunity to offer a better customer experience while rucing the burden on your call center staff.
Create an effective call management strategy
There are three main areas to consider when list of georgia cell phone number creating an effective call management strategy: proactive customer communications, increasing self-service options, and implementing technology.
1. Be more proactive with customer communications
Spe of response is the factor that customers consider most important when it comes to a great customer experience. Plus, 38% of consumers expect a response to their queries within 3-5 hours. To take a more proactive approach to customer communications, why not implement automat messages to deliver information before the customer even calls?
For example, once a loan maximize your return on investment with professional sms application has been submitt, financial service providers could send a landing page via SMS or RCS message to inform customers what to expect during the next stages of the application process, provide answers to frequently ask questions, and reassure them.
As with any communication strategy, for it to be deb directory effective, messages ne to be receiv and read. That’s why it’s important to know your customers’ preferences and offer them the channels they like to use, whether it’s one or several (in which case, you should consider creating a multi-channel messaging strategy).
2. Offer a variety of self-service options
Empowering customers to resolve their own queries is essential to effectively deflect calls. Not only does this help free up your customer service team to focus on higher-value tasks and more complex cases, but it’s what most customers want. In fact, one in three customers (37%) would prefer to manage their own financial affairs.
For this approach to be effective, make sure your customers have access to as much relevant information as possible. While more than 77% of consumers have us a customer portal , more than half say a lack of information is the main reason they can’t resolve an issue on their own.
Analyze your customer data to identify frequently ask questions and provide resources or links to a well-organiz knowlge base. In case an issue can’t be resolv, make it easy for customers to escalate their case to a human agent.
