If your business expands the way you want it to, you are probably going to end up getting a lot more customer complaints and inquiries. In a live chat setting this can potentially become very chaotic. Here is how you can make it easier for your CSRs to handle heavy live chat traffic from customers without stressing them out too much or overworking them.
Try to Automate
There is only so far you will be able to get with a team of human CSRs. After a certain point it just isn’t cost effective to hire more CSRs in order to deal with the higher influx of customer complaints and inquiries that you are getting, so you are going to have to automate by using a customer support software such as what Kayako offers. This will allow the software to filter out complaints that don’t need a human touch and can really help organize how everything operates within the context of your business.
Create a Script
Your CSRs are going to have to be well trained of course, but sometimes leaving them to improvise is going to be the worst thing you can do. This is because of the fact that customers can end up saying anything, and improvisation wastes time. Hence, you need to create a script for your CSRs to follow, one that would help streamline the conversation that they are having with the customer in question and give them at the very least a platform that they can base the rest of their call or live chat on. This is going to help make each interaction last a shorter period of time which can add up to serious amounts of time saved in the long run.
Be Proactive With Complaint Resolution
When a customer makes a complaint, you need to be proactive about solving their complaint. Moreover, you need to ensure that you act quickly to ensure that these problems do not occur again. A lot of the complaints you will be getting will rehash complaints from other customers, so I you prevent the problems from happening in the first place you will have seriously decreased the number of complaints that your CSRs are going to have to deal with overall.
Each customer is going to have an individual complaint, but one thing you might start noticing is that each of these complaints is going to fit into a category. If you sort your complaints out you are going to end up noticing patterns. This will help to monumentally increase the efficiency with which you will be able to handle the various complaints, because your will be able to develop specialized scripts for each category that your CSRs can use to resolve each issue with as much speed as possible. This will help your customers get their issues resolved quicker as well.
Your customer support process is the end result of a lot of analyze, and it is essential that this analysis never ends no matter how far your company goes. This is because of the fact your customers needs are going to change, the way complaints can be addressed will change, and there is also the very real fact complacence can lead to a decline in quality in pretty much anything. Consistent reevaluation of how you address customer complaints can really improve the efficiency of this process, thus enabling you to handle more traffic overall.
Improve The CSR Hiring Process
While you are definitely going to train your CSRs, it is also very important that you streamline your hiring process as much as possible as well. This is because of the fact that some people are just not meant to be CSRs. Being more discerning in the hiring process can really prevent you from wasting time. Bad CSRs often panic and take far too much time handling each customer complaint. This is going to end up stacking up a lot of time that would end up being wasted. Avoiding hiring these CSRs entirely is going to help greatly increase the number of customer complaints that can be handled at any given time.