How to reduce costs in customer service without losing the quality of services offered? That is the question. Vital and extremely important sector for any type of organization, there is no denying the fact of its great influence on the success of the business.
The point to highlight in this case is the direct impact of customer service on consumer retention. When answered in an agile, cordial and efficient way, the chances of a return to new purchases increase, and there is no doubt about it.
In other words, we are referring to the process of loyalty. The problem, however, is that at the same time as the quest for excellence in service, there is a continuing need for cost containment.
Although this may seem contradictory, that is, it can not be done, the truth is that, yes, there are ways to get around this situation. And that is exactly why we have been preparing for this article.
Here are some valuable tips to reduce your customer service costs without hurting your business. Continue reading and check it out!
1. Use social networks
In the smartphones and mobile internet age, social networks are the real thing. Therefore, not using them as an option to contact the public is a mistake, for two main reasons: the first one is that they are present in weight, and the second, in turn, is that these are virtually free channels of communication!
This doesn’t mean that the good old phone should be discarded, far from it. However, basing your customer service only on this path is an ineffective choice.
Understand that customers are becoming more connected every day, with social networking being one of the best alternatives to relate to them. Service in these media is fast and practical, a key factor for a high level of consumer satisfaction.
2. Bet on chatbots
Another tip to reduce costs in customer service is to use the chatbots. Because it’s a technology that acts as a virtual assistant, eliminating part of the human work and automating some tasks, it’s easy to understand its contribution to the contraction of the sector expenses.
Incidentally, it is worth noting that chatbots can be used on all channels, including telephone, online chat, social networks, etc.
3. Provide good self-service
The last tip is to provide a good self-service, as complete as possible. Nothing better than being able to solve customer’s questions without having to pass them on to multiple attendants, do you agree?
This is exactly why the FAQ (Frequently Asked Questions) exists, a simple service but one that can be very effective. To do this, make a careful analysis of the most common questions and most requested subjects by your audience and make available all the needed resolutions to answer them.
By following these tips and, of course, capturing execution, you’ll be able to reduce your customer service costs without losing quality. We hope you have enjoyed this article and if you want to delve deeper into solutions for your company, read How to use satisfaction surveys to improve your service!