Your Friday Inspiration



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We hate to be told to wait, its human nature. As guy with a limp who becomes easily frustrated with people who walk slow. Today's technology has allowed to have instant gratification in almost every area of life, thanks to e-tolls, fast passes for theme parks and moving walkways. We can get have fast food delivered right to our door for when we are feeling extra lazy.

When we have a problem that need solving we really hate waiting. That is why those automated phone messages can be so annoying. Customer service teams have been able to use live chat, social media, knowledge bases and community forums to help reduce the time a customer has to wait for solution. 

But unless there is always someone available on the live chat and social media channels to answer questions we may have,  we can become more frustrated about having to wait till someone comes online to speak with us, or worse still having to submit a support request with no idea of when we will receive a solution. We face a similar issue with knowledge bases and community forums if they are not consistently kept up to date.

So how can we ensure our customers don't feel frustrated every time they try to contact our customer support teams. the obvious answer would be to either ensure we have someone available to answer questions or that our KB's and community forums are always up to date. But at times this is not always possible, so the next thing we should look at is ensuring our "First Response Time" is kept as low as possible.

First response time (also called first reply time) is the number of minutes (or hours) elapsed between the time a customer submits a case and the time a customer service rep responds to the customer. It’s best measured in business hours, so you’re not penalized for time off the clock. Common sense tells us that the less time a customer has to spent waiting to hear from us the more satisfied they will be with our service.

So how can we reduce this time to help improve our customer satisfaction. 

Collin Burke a Marketing Associate at InsightSquared highlights 3 ways that we can achieve this in his article 3 Ways To Reduce Your First Response Time for the company's blog. His article takes a look at why response times are so important an what we can do to improve them.

An article for PagerDuty shows how they were able to cut response time in half while increasing their support ticket volume. Keeping customers happy is a source of pride at PagerDuty. While having a reliable product that is loved by their customers makes their lives easier, people still run into the occasional issue. This article shows how they implemented some unique tools and processes to ensure their customers receive the support they deserve.

However, Gregory Ciotti who works in marketing for Help Scout recently published an article to LinkedIn. In it he shows us that the "Get em' in and Get em' out" may not always be be the best approach to improving customer satisfaction. While it is true people hate to wait, we can find it even more annoying if we are just being told what we want to hear in order to hang up and speak with the next person on the line. Gregory's article shows that taking time to solve a customer's problem could prove to be more beneficial to a company.

After all the last thing we want to do is deliver a a high speed customer service that ends up leaving a bad taste in customers' mouths either.

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