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Work-from-home is the new norm. The COVID-19 effect has made it all the more important. Industries had some initial hiccups, but with the use of the right tools and implementation practices, they have gradually adapted themselves to deal with the crisis. Many companies are still facing issues in dealing with customers the way they should while working from home. This article talks in length about ways to resolve customer queries quickly and easily.
1. Create and expand your FAQ section
Customers often encounter issues for which they seek instant solutions. These issues neither encourage them enough to call the customer care department nor can they solve them without any external help. Thus, you should have a separate FAQ (Frequently Asked Question) section on the company website. This section should be a repository of the most common issues such as ‘How to return an item?’ or ‘How long will it take to receive the product?’ etc. By integrating AI, the FAQ section can be personalized that will further increase the speed for resolving customer queries.
2. Make use of Chatbots
Chatbots can help you in more ways than one. Firstly, it can free up customer care agents to focus on more important issues. While working from home, this comes in handy. Secondly, it can collect shoppers’ information and send them periodic notifications about the release of new products. Thirdly, it can provide answers to trivial questions such as ‘What are the steps to change my password’, ‘how do I return my product’ etc. Also, they can arouse the customer’s interest and play an important part in cross-selling and up-selling other products.
3. Provide a centralized database to your customer care agents
Small Business Chronicle found that customers hang up their call after being on hold for 1 minute and 55 seconds. This is because customer care agents don’t always have critical information about each customer. To speed up the process, you need to have a single console that provides a 360-degree view of the shopper; their purchasing history, shipping details, products returned, etc. This will provide a holistic view to your agents and help them resolve customer queries quickly.
Resolving customer queries efficiently and quickly can be a make or break moment for your company. In the wake of the recent COVID-19 effect, when everybody is working from home, this has become all the more challenging. At Sage, we are home to an industry-leading CRM platform that helps you deal with customer queries proactively while working from home. To know more about it, SMS SAGE to 56767. You can also write to us at firstname.lastname@example.org.
Disclaimer: All the information, views and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views or objectives of Sage Software Solutions (P) Ltd.
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