W dobie „wszystkiego, co cyfrowe” i „wszystkiego, co natychmiastowe”, klienci są ludźmi, którzy się spieszą. Posiadając pełne prawo do zakupu, żądania zwrotu lub reklamacji, klienci są coraz bardziej wymagający. Centra telefoniczne, teraz bardziej niż kiedykolwiek, muszą być świadome potrzeby zapewnienia swoim klientom wsparcia, które spełnia ich oczekiwania. W ten sposób wiele call center zwraca się ku optymalizacji czasu oczekiwania na połączenie telefoniczne, który zazwyczaj jest źródłem problemów. Badania pokazują, że dłuższy czas oczekiwania na połączenie sprawia, że klienci czują się niemile widziani i lekceważeni, co pogłębia ich frustrację. Jak efektywnie zarządzać rozmowami telefonicznymi, aby zapewnić lepsze doświadczenia klientów?
Informowanie klientów z wyprzedzeniem.
Zawsze warto poinformować dzwoniących klientów, jak długo będą musieli czekać. To nie tylko wyznacza jasne oczekiwania dla dzwoniących, ale także daje klientom możliwość wykorzystania swojego czasu tak, jak chcą. Jeśli wiedzą, że będą musieli poczekać 4 minuty, mogą np. odebrać wiadomość, napić się kawy lub zająć się innym ważnym zadaniem.
Ponadto, gdy klienci są uczciwie informowani o przewidywanym czasie, mogą zdecydować, czy warto czekać, czy też powinni oddzwonić. Wszystkie te rzeczy pomagają budować zaufanie klientów do marki i dodawać jej wartości.
Informowanie o większych opóźnieniach.
W świecie biznesu zdarzają się opóźnienia. Na przykład, jeśli nastąpi nieoczekiwane opóźnienie w odpowiedzi agenta, ważne jest, aby poświęcić czas na przeproszenie klienta, informując go o prawdziwej przyczynie opóźnienia. Większość klientów docenia tę szczerość. Doceniają również, gdy marka szanuje ich czas i okazuje im szacunek.
Uprzyjemnij czas oczekiwania na telefon.
Zazwyczaj klienci dzwonią do firm, aby coś uzyskać. Niezależnie od tego, czy chodzi o problem, wadliwy produkt czy skargę, nie chcą słyszeć sygnału dźwiękowego na drugim końcu telefonu, ani automatycznego głosu.
Aby nie dopuścić do sytuacji, w której irytacja klientów sięga zenitu, ważne jest, aby umilić im czas spędzony przy telefonie. Przyjemna muzyka lub dzielenie się przydatnymi wskazówkami może zachęcić klientów do podążania za nimi i uzyskania potrzebnej im pomocy.
Czas oczekiwania na połączenie telefoniczne może być zatem wykorzystany do wprowadzenia/marketingu określonych cech marki i edukowania klientów. Należy jednak zadbać o to, by nie sprawiało to wrażenia przymusu czy natręctwa.
Oferowanie klientom swobodnego wyboru usługi telefonicznej.
Czasami klienci chcą czuć się upoważnieni do samodzielnego rozwiązywania większości problemów. To zapotrzebowanie jest silniejsze w świecie cyfrowym, ponieważ technologia jest esencją świadomości marki. Dlatego też klientom należy zaoferować takie możliwości, jak samoobsługowe kioski internetowe, czat na żywo i tym podobne. Dzięki temu nie muszą oni kontaktować się z call center i znosić długiego oczekiwania. Opcje te pomagają również rozłożyć obciążenie pracą pracowników firmy, zwłaszcza w przypadku wahań godzin lub sezonowości.
Zaoferuj automatyczne oddzwonienie.
Klienci nie chcą czekać na telefon? Wielu z nich zapewne ucieszy się z możliwości oddzwonienia za pomocą prostego kliknięcia. To znacznie zmniejsza kłopot i frustrację klientów, i może być przedstawione jako prawdziwe narzędzie komunikacji firmy do swoich klientów.
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