Last week, I had an overcharge issue with my phone provider.
A tweet mentioning the service provider got me an unexpected and prompt response from the official Twitter account and I was advised to call up the service center.
But from there, things rapidly went south. After wading through a frustrating interactive voice response system, I was stuck in a queue for 30 minutes before getting to talk to a human being.
The conversation was probably carried on in the middle of a fire alarm because I barely got to tell my side of the story. Here is how it went:
Me: You guys are over charging me this month. I haven’t…
Operator: I am sorry, Sir but you will have to pay. We can look into the matter if you submit a ticket.
Me: Can’t you submit a ticket for me? How much time …..
Operator: I can’t do that. That’s done by customers online. It can take up to 6 weeks. Anything else?
Offering a live chat option on your website is a great start at being more responsive to your market’s needs.
But if you have decent traffic and your agents process one chat request at a time, you would have to expand your customer service exponentially to offer a good user experience.
A smarter option would be to train your agents to multitask effectively, and offer them the required tools and resources to get the job done in a fraction of the time.
Now, your agents might be used to chatting with 7 friends everyday but with customers, it’s a whole different game. For example, mistakes like unprofessional language, typing in different windows and not knowing answers or appearing clueless can cost you sales.
Keep an eye on these points if you want to provide an awesome live chat experience with a lean workforce.
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