In times of digital transformation, investing in speed in customer service became more than a differential, but rather a necessity for companies.
This is explained by the enormous impact that Customer Experience (CX, or customer experience) has in the growth of brands to not only sell more, but also fidealize consumers in the long term.
The ease of opening an online business made the business environment even more fierce and competitive. Given this, more than delivering a better solution, companies must also be concerned with optimizing the customer's buying journey so that they feel more attracted to the brand.
In this sense, there is nothing better than a human, personalized and, above all, agile service to have a satisfactory shopping experience, isn't it? Therefore, we want to stress the importance of investing in technologies and methods that guarantee this speed.
To give you an idea, 90% of consumers consider that immediate answers are one of the most important factors when they request a service. And 60% believe that an immediate service should be completed in less than ten minutes, according to HubSpot.
So, clearly, what is the importance of speed in customer service and how to improve the performance of your team in this requirement? Check out our content to the end to understand everything!
What is the importance of speed in customer service?
It's not news to anyone that the internet brought more channels, flexibility, and agility to customer service, whether commercially or on the part of the support team.
- Social networks, such as WhatsApp;
- Chats;
- Email;
- Telephone call.
These are some of the means used today to quickly solve the customer's problem or to ask a question regarding a product or service that the customer wishes to purchase.
And, in this sense, the faster the company mobilizes to serve you, the more satisfied you will be and the greater the chances of conversion and retention.
For example, imagine that the consumer is browsing the internet and identifies a product/service that he wishes to buy, but he has specific questions about the payment terms.
In this situation, on the brand's website or on some page of a social network, he finds a link to contact the company via chat. Upon asking the question, in less than two minutes it is answered and your interest in the product/service is confirmed. The chances of that same consumer closing a purchase now are quite high, aren't they?
Now consider the following possibility: you are a customer of a streaming service and you want to change the monthly billing method of the bank slip service to debit the account.
When you contact the company via e-mail, chat or Whatsapp, immediately after asking the question you receive an automatic response with a detailed step by step to solve the problem.
Surely you will be satisfied with your service experience and you will want to extend your relationship with the brand for a long time, right?
These practical examples show how fast customer service is fundamental to customer satisfaction, in addition to ensuring excellent results in conversion indicators and NPS metrics.
How to improve customer service speed?
After all, how do you improve the speed of customer service? Not by chance, technology is companies' best ally to guarantee faster processes and CX metrics always achieving the expected results.
Chatbot
In this sense, automating processes with a chatbot can accelerate the Average Service Time (TMA) and the Average Wait Time (TME).
O Chatbot works like a robot that provides quick and automatic answers at the first service, that is, when the customer interacts with the first question they have to ask.
A database provides automatic and expected answers according to what the consumer asks. For frequently asked questions, this solution tends to expedite steps and, in many cases, solves the service without the need for the entry of a real attendant.
Knowledgebase
Another fundamental element to guarantee speed in customer service is knowledge base.
It is an accessible, organized and objective document that provides the entire service manual according to the company's operational characteristics, organizational culture, and most frequent customer demands.
A knowledge management it is important both to guide the behavior and actions of the attendants in specific situations, which makes the sessions faster and more effective, in addition to providing a standard of service that does not generate distortions or communication failures between consumer and brand.
If you want to implement these two elements, in addition to making it cheaper to create a customer service structure, count on the services of Cloud Humans to optimize the customer service speed of your business.