4/30/2023 0 Comments Engagex call centerIn the current age, with social media platforms offering direct customer interaction, the opportunity is available to get them involved in product research and product sampling. It shouldn’t be a top-down approach and it needs to be a win-win situation for the customer. Listen to customer feedbackĪ two-way dialogue is imperative if a brand is to build customer engagement. In fact, both emails and calls can all go in the same queue to maximise customer engagement.Ĭhris Harris, Managing Director, Zeacom Europe 5. How quickly are the emails dealt with? Does the customer receive an acknowledgement of receipt of the email? Many call centres or customer services departments are unaware that emails can be queued in the same way as calls and therefore dealt with appropriately. Ensure emails are properly managedĪs more and more people now contact call centres by email, it’s important for this method of contact to be properly managed. This will set the encounter off on the right footing. Install a system that summarises their ID details, welcomes them by name, and then updates them on their account. Of course, this is assuming that the agent handling the call does so in a professional manner! Customers like the personal touch. This will build relationships, loyalty and ultimately improve the customer experience. Customers love familiarity – ensure your organisation can intelligently route repeat callers to the same agent they have previously spoken to.
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