Because of the COVID 19 pandemic, the world is facing an extraordinary situation these days. And it is putting immense pressure on customers. So, the customer support teams of different businesses need an adaptation of leadership methods during this crisis to take the best care of the customers. Due to this crisis, customers are now changing their plans often as they are managing big uncertainty while facing different challenges. This is why they are often reaching out to different businesses to get the answers to their questions. In this situation, good customer support can help to make a real difference in their lives while setting apart great customer experiences.
Now let’s have a look at 4 effective ways to drive customer service team of your company during the crisis:
- Collect all the important data: It is important to be well-informative to offer a good solution on anything. So, the first thing that you need to do is to understand the core issues that your team is facing and then collect all the necessary information. Collecting vital details about the decision-makers, important stakeholders, and customers is a valuable thing in this regard. On the other hand, online eCommerce business owners should keep their clients informed about some vital details like policy changes, key dates, and delivery mechanisms. Besides, understanding your client’s behavior at the time of crisis can also help you to serve them properly with good strategies.
- Reassure clients and communicate with them regularly: Never wait for your customers to contact you. Always be proactive with the hands-on customer support service like https://www.31west.net/services/customer-service/after-hours-call-center/. Besides, develop a dedicated page on your website where your customers can find the details like your contact info, recent updates to your business policies during the crisis, or the steps that you have taken or are planning to take to deal with the crisis. Another thing that you can do is to contact your clients directly via email. Your customers will appreciate this gesture.
- Set the expectations of your clients on the average waiting times: Research has proved that the average response time for email support is 12 hours. But often companies fail to respond within time. So, whether you attend your customers by email, chat, or phone calls, don’t let them be frustrated. Instead, set an expectation on how long they have to wait to get their queries resolved.
- Funnel all requests into a single channel: No matter how big or small the customer support team you have, every customer service agent will feel stressed now, especially those, who operate remotely. So, instead of spreading your entire customer support team across different communication channels like social media, live chat, email, phone etc., try to funnel the incoming requests through one channel. Apart from that, you can also add a field that allows your customers to select the category of their preference like cancellation, refund request etc. Design the field in such a way so that the request can be directly sent to the customer support team to be handled properly.