{"id":39797,"date":"2020-01-23T00:00:00","date_gmt":"2020-01-23T08:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/never-be-too-busy-to-answer-that-shopper-call\/"},"modified":"2024-08-02T08:26:33","modified_gmt":"2024-08-02T15:26:33","slug":"never-be-too-busy-to-answer-that-shopper-call","status":"publish","type":"post","link":"\/us\/en\/blog\/never-be-too-busy-to-answer-that-shopper-call\/","title":{"rendered":"Never be too busy to answer that shopper call"},"content":{"rendered":"

Consumers have run out of patience. We\u2019re living in a time when <\/span>more than half (53%)<\/span><\/a> of consumers expect a response from a company within an hour of posing a question online, but most corporations still aren\u2019t equipped to answer customer queries in this time frame. And it\u2019s not just your company\u2019s ability to answer queries quickly that customers take into consideration when deciding whether to do business with your company\u2026the quality of those answers also matters. <\/span>Over a quarter (27%)<\/span><\/a> of customers say that the \u201clack of effectiveness\u201d of company responses to their CX (customer service) concerns is their primary source of frustration when they reach out to businesses online.<\/span><\/p>\n

We aren\u2019t going to talk about how to improve customer service with catch-all statements like \u201cInvest in IoT.\u201d (Yes, the Internet of Things is obviously on the rise in our evolving society, but it has broad applications, and they merit more elaboration than a passing bullet point.) Instead, let\u2019s discuss three real-world strategies you can use to shorten your CX response times and improve the effectiveness of your replies.<\/span><\/p>\n

Route CX Calls to the Employee with the Answers\u00a0<\/b><\/h2>\n

It\u2019s tough to have an effective customer service operation when your business outsources all of your CX calls to an overseas call center where employees don\u2019t have firsthand experience with your products. While basic queries may be able to be answered by touch-tone automation or a third-party employee with a script to follow, these quick-fix routes don\u2019t have the problem-solving ability or the familiarity with your business to resolve more complex issues\u2013\u2013your customers may wind up feeling like your company doesn\u2019t care about their experience, and that\u2019s a great way to send business to your competitors.<\/span><\/p>\n

Since <\/span>40 percent<\/span><\/a> of customers prefer to talk to a real person on the phone to resolve complicated problems, call-routing needs to be implemented to help solve advanced issues. Business call-routing allows employees to use your business phone number<\/a> with customers, even when they\u2019re answering the customer call on their cell phones. So, you\u2019re able to route calls to the person best qualified to solve their particular problem, every single time.<\/span><\/p>\n

Use Chatbots that Go Beyond Keyword Identification\u00a0<\/b><\/h2>\n

Business owners have been all too eager to save time and money by implementing chatbots. In fact, <\/span>25 percent<\/span><\/a> of customer service operations will offer virtual customer assistants this year. Most chatbots operate based on keyword identification, meaning they scan for a word in a sentence and offer customers a few solutions related to that particular tag. Keyword identification is great for times that customers don\u2019t need to interface with a human being and leading them to the right website or FAQ page will suffice. But more advanced issues require more intelligent technology.<\/span><\/p>\n

AI-enabled chatbots help businesses cut costs by <\/span>up to 30 percent<\/span><\/a>. In addition to helping you save money on billable hours, chatbots with AI functionalities also free up your CX team to complete other tasks\u2013\u2013like answering phone calls. The artificial intelligence \u201clearns\u201d the ins and outs of your business using an algorithm paired with machine learning to determine how to respond in each unique situation. Some UCaaS (Unified Communications as a Service) providers<\/a> will also help you obtain and implement customer data from your CRM (customer relationship management) system, so keep an eye out for a chatbot provider that offers this functionality.<\/span><\/p>\n

Voicemail-to-Text Lets You Get to the Nitty Gritty Faster\u00a0<\/b><\/h2>\n

We\u2019ve already discussed customers\u2019 impatience when it comes to CX response times. No matter how effective your team, even the strongest employees will, at times, need input from management to resolve complex CX issues. But if you\u2019ve ever gotten an important call while traveling or while in a meeting, you know how difficult it can be to answer questions in a timely fashion while on the move\u2013\u2013especially when you\u2019re trying to communicate across multiple platforms.<\/span><\/p>\n

Fragmented communication leads to slower response times and unhappy customers, which is why <\/span>67 percent<\/span><\/a> of workers seek a unified communications platform to help them handle their day-to-day workflow. Certain UCaaS providers have a \u201cvoicemail-to-text\u201d function that transcribes voicemails into written messages that are sent to you via SMS or email. You can also text or email the caller your response, so you can answer questions left in voicemail right away, even when you\u2019re in the middle of a meeting.<\/span><\/p>\n

Technology is your strongest asset when you\u2019re striving to meet consumers\u2019 growing expectations. Click here to learn how RingCentral\u2019s UCaaS solution can help you shorten your call response times today.<\/span><\/a><\/p>\n

\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Consumers have run out of patience. We\u2019re living in a time when more than half (53%) of consumers expect a response from a company within an hour of posing a question online, but most corporations still aren\u2019t equipped to answer customer queries in this time frame. And it\u2019s not just your company\u2019s ability to answer …<\/p>\n","protected":false},"author":29,"featured_media":39798,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,18670],"tags":[4224,15541,17453],"class_list":["post-39797","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-retail","tag-customer-engagement","tag-cx","tag-shoppers"],"acf":[],"yoast_head":"\nNever be too busy to answer that shopper call | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Consumers have run out of patience. 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