Among the most significant variables in keeping customers happy in customer service interactions is response time.
Respondents to a study from the Interactive Intelligence Group said they valued “timely” customer service interactions over professionalism, knowledgeable agents and ticket resolution during the initial call.
Continue reading “Two Ways to Reduce Ticket Resolution Time and Keep Customers Satisfied”
Imagine that you walk into an electronic store to purchase new ear phones and they are behind a glass panel with a lock. You wait for a minute and no one comes by to help you, so you take it upon yourself and look for someone. After a few minutes you find someone, but they can’t help and call someone on the speaker to assist. A few more minutes pass and you’re still waiting, and so you find someone else who also can’t help who re-announces it over the speaker. After 5 more minutes waiting, you get frustrated, leave and purchase the ear phones a block away where you were helped right away (this actually happened to me recently).
Continue reading “How Customer Service Differentiators Can Impact Your Business”