Two Ways to Reduce Ticket Resolution Time and Keep Customers Satisfied

 

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.

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How Customer Service Differentiators Can Impact Your Business

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).
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