Friday, November 10, 2017
CALL BACK AND CSAT
TRICKS just to try dodging those incoming detractors.
In a recent ARTICLE about why we need to call back our customers, fonolo.com illustrated the financial cost of an abandoned call. It doesn't matter whether it's a customer calling about a complaint or a prospect calling to buy, every abandoned call adversely affects your site's profitability.
As a front line rep, you might argue profit doesn't matter much to you. But when you realize that your incentives and bonuses depend entirely on your site's profitability, you might rethink that argument.
The good news is, there is an option now available for customers to request for a call back instead of waiting on the line. This automated call back option would put the customer on a queue for a live rep to call back, setting the customer's expectation how soon a rep will call. I noticed this new option when I recently called my phone provider and was surprised to hear an option to request for a call back. Although I opted to wait for a live rep, the call back option certainly is a welcome improvement.
Imagine how convenient it would be for your customer to just request for a call back and then go about her usual task while waiting for the call back. This certainly beats the agony of waiting forever for a live rep to pick up.
With the option to request a call back, there's a much higher probability that the customer would be happy, or at least not irritable, once a live rep does call back. Happy enough to buy a product or give a good CSAT score.
Customer call back is a WIN-WIN solution. Everybody's happy. Read more about the article HERE.