Business Case Studies

3 Way to Improve Response Time and Customer Service

In the fast-paced world that we live in, it’s no secret that pretty much everyone wants everything now. Because of this, being quick at all times is key.

It doesn’t matter what it is, the digital revolution has ensured that each and every one of us has to be quick at what we do. This is particularly true for businesses, who depend on quickness and reliability to ensure everyone they do business with is happy at all times. That’s why it’s extra important to ensure that customer service in the digital age is constantly exceeding expectation, especially as AI is expected to take over within the next few years.

Therefore you should ensure you’re doing everything to keep customers happy. Starting with a high-quality computerised maintenance management system (CMMS), to help optimise the performance of everything from people to machinery is a start. Below, we highlight three more ways to improve your response time and customer service.

Automated Replies

One of the most irritating things for a customer or potential customer is never hearing back from a company. While those that work within businesses will know that their workload is huge, to an individual, their question or complaint is the most important thing.

That’s why it always pays to have automated replies, to let them know that their query has been received. This can usually be done on the website as a first response, but you should ensure an email is sent directly to let them know it’s been taken seriously. Make sure you add a time frame for a response too. Oh, and ensure you get back within the allotted time.

You can also capitalise on social media and have allotted customer service people here too, to ensure question are answered quickly and directly. Also, ensure that there’s a direct instant message here at the first instance.

Direct to FAQs

Often a customer’s query can be answered quickly and easily without them having to speak to someone, or wait for an email response. Because of this, you should ensure that your FAQ section is easy to find and easy to use, to help answer any questions your customers should have.

If they can do this, the chances are that they’ll be satisfied and there’ll be no need to get in touch. It also means that those who genuinely need to speak to someone can get through quicker and easier.

Don’t Forget Employees

Even though AI may be on the rise, you’ll still need employees. Therefore you should ensure they’re constantly trained and asked about what they need to make their job easier, which in turn will make response rates quicker and better, and customer satisfaction rise on the whole.