Last week, Talkdesk invited the team from Front to co-host a webinar about managing high volumes of customer support. Together, Talkdesk and Front presented five specific tactics that support teams can utilize to increase support efficiency while maintaining a level of personalization that keeps customers engaged.
In this post, we’d like to share more details about the first of these five tactics. Each of our tips builds off the previous ones, so if you’re interested in getting more information, you can view the rest of the webinar on-demand. Here’s the first tip to mastering high volume support:
1. Ensure support inquiries are being routed efficiently to increase service levels
This is the core question of customer support: how quickly can a customer find the right person to help them? Minimizing the amount of time and number of steps between the moment a customer support inquiry is received and the time it is resolved is crucial for both the company and the customer. Think of any positive experience you’ve had with a customer support function as a consumer. Odds are that you remember that interaction so well because it was fast or because they used technology to save you extra effort.
There are multiple ways to route your incoming written communications to increase efficiency, but two that Front would suggest are by business expertise and by customer segment. An easy way to configure this setup is to create if/then rules in Front that will search incoming messages and assign them to individuals on your support team. For example, if one person is responsible for handling login issues, Front can search incoming messages for the words “username,” “password,” “login” or “log in” and automatically send them to that specialist.
For phone conversations, Talkdesk has built-in functionality to support support incoming call routing based on a number of different factors: topics, language, department, location, channel, etc. There are plenty of ways to automate these incoming inquiries and companies should think long and hard to conversation to determine the appropriate method. A good way to make this decision is to think about the type of information that will help agents resolve issues the best and start by routing according to that criterion.
Routing plays a critical role in driving both customer satisfaction and cost efficiency. Some customer support inquiries are resolvable entirely through routing, without any agent intervention. A transactional IVR system can collect information from callers and direct them to information they need. For example, if a customer calls in with an order ID, a transaction IVR system can present the shipping status without forcing the customer to wait in a queue for an agent.
Routing is the crux of the customer support experience your customers are having, so it’s worth the time to make sure you get it right. It might take some trial and error, but having a seamless and well thought-out process is the first step in turning your customers into promoters of your brand.
To find more information on this the other tips in this webinar, view “5 Ways to Master High Volume Support.” To watch any of our past webinars or see a list of upcoming webinars, click the button below.