If you’re reading this eBook, your customer service team is likely experiencing a huge spike in call volume. Don’t worry – you are not alone.
Almost every industry has been affected by COVID-19 and is most likely receiving an unprecedented level of customer queries. It’s not just the high volume that’s causing huge issues for customer service agents. The complexity of questions has also significantly changed. According to Tethr, in the two weeks between March 11th to 26th, the average company saw the percentage of ‘difficult’ questions increase from 10% to over 20%.
This perhaps comes as little surprise. With a situation as unparalleled as we find ourselves in now, there will be many questions that your agents have never had to field and may not even have the answers to. Equally challenging is the nature of the queries. It’s likely that the severity of the issue and emotion of the customer are elevated.
Putting aside your agents’ increased workload and stress, they are also now finding themselves working from home, likely without the same level of support and infrastructure that they had at the office. All of this makes it more difficult for your agents to resolve questions quickly, and ultimately results in increased queue times and unhappy customers.
So how can you help relieve these phone queues and keep providing your customers with the level of support that they expect? The answer – with live chat.
Live chat is the communication channel of choice for today’s consumer. In fact, 9 in 10 Comm100 Live Chat users say they prefer chat over any other channel. It’s accessible from your website and mobile app, facilitates instant responses, and enables highly personalized service. And while your agents can only handle one phone call at a time, they can easily handle several chats simultaneously.
Whether you are offering live chat already, or you are thinking of doing so, this guide will show you how to use live chat to take the pressure off your phone lines – and help your support team resolve more queries with less time and less effort.