In an increasingly competitive marketplace, providing excellent customer service is more vital than ever to a company’s success. But avoiding common customer service pitfalls can be challenging – especially with unwieldy or outdated telecoms.
Are you making the following customer service mistakes?
1. Queue times are excessive
If a customer is unhappy, having to wait on hold for what feels forever will only escalate that feeling. When a customer calls with a complaint, you don’t want to add another in the form of overly long queue times. Long queue times and handling times are a major source of customer dissatisfaction. 82% customers value getting an ‘immediate response’ – this is defined as 10 minutes or less.2. The issue takes too long to resolve
If you record no other data, you should be paying attention to the number of first contact resolutions customers receive. It is one of the most important metrics for gauging good customer service. Nothing frustrates customers more than having to contact a company numerous times for a response.3. The agent doesn’t know the answer
It is never ideal when an agent is unable to resolve a customer issue. Often it can lead to further customer service mistakes:- The customer has to contact the company more than once to resolve the issue
- The customer has to be transferred from agent to agent
- The agent doesn’t admit that they don’t know the answer, and makes undeliverable promises to the customer
4. Customers are limited to one communication channel
Only allowing customers to contact you via one communication channel is a sure-fire way to appear inaccessible. More and more, customers want access to different communication channels when contacting a company:- 62% customers prefer to use email for customer service queries
- 48% customers still contact companies via phone
- 42% customers use live chat to resolve issues
- 36% customers use online ‘contact us’ forms
5. The customer has to repeat themselves
If a customer does have the misfortune of being passed from agent to agent, or having to contact the company multiple times, they definitely do not want to repeat themselves. This is even more true if the customer has to share personal details more than once.How can a cloud PBX system solve your customer service problems?
If the above issues sound all-too familiar to you, a cloud PBX system could be the answer. Our PBX solution for contact centres offers the following benefits:1. Avoid long queue times and increase first contact resolutions
The 3CX contact solution makes it easier than ever to limit long queue times with advanced smart queue features. This gives supervisors access to:- Real time queue monitoring
- Agent status updates
- Alerts when a customer has been waiting beyond the SLA
- The option for customers to receive call backs rather than waiting in a queue
2. Monitor and boost agent performance
With a cloud PBX system, you can ensure that agent performance is at the highest standard with features that allow supervisors to:- Listen in on calls
- Offer discrete advice during calls
- Join conversations when an agent is in trouble
