Make Your Customer Service Worth The Wait

It sucks to need customer service.

If you’re reaching out to customer service, you’ve likely already had a frustrating day full of malfunctions and roadblocks that have stunted your work day.

When customers come to your customer service, it should relieve their pain or give them an end date solution to their troubles.

The most important thing is that you actually help the client. It sounds like an overstatement, but you’d be shocked by how many companies seem to emphasize how fast their AI chat responds rather than make sure their customers’ problems are solved in a timely manner.

Sure, it can be intimidating that customers want solutions right away. Because of this, companies try to make their customer service systems as fast as possible, thinking it’ll allow them to get through their issues quicker.

However, this is hardly the reality, as customer services often get overrun without proper organization, leading to waves of customers left waiting or just giving up because you can’t get back to them in a timely manner. Leaving customers unsatisfied and unable to use your products is a surefire way to lose customers and hurt your company’s reputation.

Don’t be a victim of a customer service log jam. Just improve your organization by scheduling your customer service actions.

By creating effective scheduling, your customer will have at least a short-term answer to their problems. Knowing when their problem will be fixed is almost as stressful as facing the problem itself.

Even the most demanding clients know that good customer service can take time, and most are willing to wait as long as they know there is a solution  in sight. Most customer service needs aren’t incredibly dire, so if you schedule a time to solve their problem, their anxiety about having an issue will likely dwindle away.

It’s all about expectations. Instead of overpromising and underdelivering, the most important part of your customer service (besides fixing the problem) is giving your customers realistic expectations about when you’ll fix their problems. 

Use a dispatcher system to help organize your customer service tickets. Dispatchers will repeatedly organize your tickets by how quickly they can be completed, how recently the request came in, etc, to create the most efficient process of getting through them.

Once you have the flow, you can continually tinker with your system to provide realistic customer expectations and ensure no one is ever left behind.