Even if your product or service is the best in the world, your customers will leave you sooner or later if your customer support is poor. Some leads may even be willing to pay more to do business with a company that has an excellent reputation for customer service. Even though you continue to grow sales you can't think of this as an indicator of customer happiness. In this article, we will share some early warning signs that can help you detect possible problems in your customer service so you can make timely decisions.
1. Your customers have a long waiting time before being served
No one likes to wait much and if this repeatedly happens to your customers, be assured that your customers are feeling frustrated and that's not good at all. However, the waiting time usually varies depending on the channel through which clients contact you. As a reference, some studies say that your customers will expect you to answer phone calls in less than 20 seconds, respond an email in less than 4 hours or answer their live chat in less than 40 seconds.
2. Some of your customers leave you without an apparent reason
Ideally, all customers who stop buying from you should give you some explanation about why they are buying less or canceling your services; but sadly, it is not like that. Almost 91% will leave you after poor customer service, without telling you anything. If you want to detect this, you must validate if the number of active customers decreases or if service cancellations increase.
3. Many customers go through more than one agent before getting a solution
Your customers expect you to answer their requests in the shortest time possible; If you detect that your clients must often speak with two or more of your agents, they will be interpreted this situation as a lack of preparation of your team. If your customers lose confidence that whoever attends them first, can help them with their problems, they will surely rate your customer service badly. It is normal that you have some cases escalated, but not most of them.
4. Increase in missed calls or unanswered chats
5. Stop receiving suggestions from your customers
Customers who give you ideas are those that use your product or service properly and discover possible opportunities to make it better. Giving a suggestion is a manifestation of trust in your business since customers expect you to consider their opinions and ideas; they show you their support and wish to help you evolve.
6. You have very few recurring customers
You may have a good volume of sales, but it is crucial to analyze how many of your customers are new and how many are returning customers. If you see that your recurring customer's amount is decreasing, it is an indicator that you are retaining your customers and this is usually due to lousy customer service.
7. You start blaming many of your customers for their problems
If your agents begin to blame most of the clients for the problems they report, this attitude may influence the way they interact with them and hurts the quality of the service. A customer who feels blamed for their problems will never be satisfied; so even if the problem is on their side, your job is always to find a solution.
8. Your agents, value speed over quality
Depending on what you sell, you may have events that require more or less time for your solution. Make sure you have an estimated average and evaluate the duration of calls or conversations in the chat and analyze if they are giving many answers in a short time. When analyzing the cases, either reading the chat log or listening to the calls recording, you can evaluate if your team gave adequate attention or if it was very careless. It is recommended to evaluate your agents more for the quality of their service than for the number of contacts served per day.
Tips to attack the causes of bad customer service
It is crucial to act on time if you want to have happy and loyal customers. You can do the following:
- Track your customer service processes; check the chat history, listen to call recordings and try to ask customers to evaluate your service. Analyze the data and detect the root of your customer experience failures to be able to define strategies to overcome them.
- Increase the number of agents of your call center in the seasons in which you detect many missed calls or long waiting times. Services like Toky allow you to add agents easily when you need them and suspend them when you stop using them.
- Set up the welcome audios of your IVR correctly, so that the waiting time of your customers can be more manageable before your agents serve them. Keep in mind to provide clear and adequate information, in addition to selecting the right music and avoid having options that generate silences which callers can understand as a call drop.
- Offer your customers an easy method to evaluate your customer service and use this quality indicator as a measurement of your agent's performance on these indicators and not only on the calls made.
- Give your agents enough training and information to serve customers without having to scale most of their cases. You can store documentation in a knowledge base that must be kept up to date and available to the entire team.
- Have a daily routine of reviewing chats and call recordings to measure the quality of service provided by your agents.
Excellent customer service is enhanced when you use the right tools to communicate with your customers. Toky's virtual phone system can help you start a call center ready in a few minutes. Try Toky for free.