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Saturday, January 28, 2023

Reduce Call Volume with These 5 Tips for Retailers


It’s peak busy season within the retail business, however everyone knows what comes after the vacations. Returns will probably be at their highest—and also you’ll be trying for methods to scale back name quantity.

So what do you do when the sluggish season is coming?

Many companies batten down the hatches throughout occasions of financial uncertainty. It’s straightforward to look for easy cost-cutting measures and keep away from main course of adjustments. But as an alternative of hunkering down, now’s the time to take a deeper take a look at your processes and see what you are able to do to streamline the client expertise.

The vacation season places strain in your name middle. Calls are at an all-time excessive, you’re brokers are overwhelmed, however you’re seeking to reduce prices. The finest manner to do this? Look for methods to scale back name quantity.

Keep studying for 5 methods to lighten the load in your name middle.

1. Mitigate hang-ups by embracing messaging.

Hangups occur. Whether a brand new, inexperienced agent by chance disconnects, an indignant buyer is uninterested in ready, or the road simply goes lifeless, hang-ups add to your total name quantity.

Every time a buyer has to name again, it’s a must to create a brand new ticket. Customers have to start out the dialog from scratch and repeat their downside—one thing that prospects hate doing that will even take up beneficial agent time—all earlier than you’ll be able to resolve the issue.

Embracing messaging is a good way to scale back name inefficiencies on the supply. Messaging conversations don’t should have an outlined starting and finish. With conversational platforms like Quiq, conversations stream extra naturally between brokers and prospects. Customers can pop in with a query whereas searching the web site or comply with up on their delivery affirmation post-purchase. Without the dedication of a cellphone name, conversations can occur extra simply.

Plus, chat historical past by no means goes away. Your brokers have entry to earlier conversations, so prospects by no means should repeat data. Agents can ship distinctive and pleasant service, ship a extra customized expertise, and enhance buyer retention.

2. Make it straightforward to attach from any channel.

When cellphone calls are your solely possibility for real-time customer support, you’re going to have greater name volumes. Email is a useful different, nevertheless it typically comes with longer response occasions. When a buyer needs a fast reply, they’re going to choose up the cellphone.

Messaging falls someplace between cellphone calls and e mail. It’s not as speedy as a cellphone name, however they will get solutions extra shortly than ready for an e mail response.

Offering a number of channels, from the immediacy of reside chat (often known as internet chat) to extra forgiving choices like enterprise textual content messaging, provides prospects choices in addition to the cellphone.

And you’re not simply decreasing name quantity artificially by shifting conversations from cellphone calls to messages. You’ll truly save time—even with the identical variety of service tickets. Since messaging is asynchronous (which means each events don’t should be current on the similar time), brokers can enhance the variety of prospects they’re serving directly. Agents can assist 6–8 prospects on the similar time whereas offering glorious customer support. Plus, Quiq prospects that implement messaging see work time reductions of as much as 35%.

3. Reduce name quantity by including call-to-text to your IVR.

Reducing your name quantity does take some buy-in out of your prospects. If they’re nonetheless used to calling you for service-related questions, it might take time to get them to embrace utilizing different communication strategies.

An important choice to encourage textual content messaging by (*5*)including call-to-text to your interactive voice response (IVR) system. When prospects name in, they’ll be given the choice to textual content your customer support group as an alternative.

This is a superb choice to implement throughout peak quantity durations. When wait occasions enhance and your group is overloaded, you’ll be able to lighten the burden by encouraging prospects to make use of call-to-text. Besides decreasing name quantity, prospects will probably be happy they don’t have to attend on-hold to get their questions answered.

4. Answer buyer questions 24/7 with a chatbot.

Your name middle will at all times be restricted by your hours of operation. When prospects have to attend to name in throughout enterprise hours, your brokers can shortly develop into overwhelmed.

Instead, give prospects an opportunity to get their questions answered 24/7 with an AI-enhanced chatbot. Gather probably the most continuously requested questions and program your chatbot with the solutions. By offloading easy questions, your brokers can have fewer calls to handle through the day and might spend their time engaged on extra advanced buyer issues.

5. Get forward of questions.

Some questions you’ll be able to’t anticipate—however some you’ll be able to. Take a take a look at your most continuously requested questions and see how one can implement the solutions all through your buyer journey.

For instance, probably the most continuously requested questions for most retailers is “Where’s my order?” Many retailers have gotten forward of this and been in a position to cut back name quantity by emailing prospects monitoring hyperlinks and order statuses. But you’ll be able to go an additional step by sending an outbound textual content message at varied factors, like when the order is acquired and as soon as it has shipped. Customers are more likely to learn a textual content message than an e mail, which implies they’re much less prone to name customer support and ask.

You may also place issues like your return coverage, delivery prices, and retailer hours (if relevant) extra prominently in your web site. While hiding the return coverage could seem to be a good suggestion, in principle, it’ll simply result in extra calls to your customer support group.

Reduce name quantity with messaging.

As retailers get by way of the vacation season and look to do extra with much less, decreasing name quantity ought to be a high precedence. Adding messaging to your customer support providing cannot solely ease the burden in your name middle, however it might additionally give your prospects a greater expertise.

Keep your name quantity down with messaging, and handle in all with Quiq’s multi-channel conversational platform.



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