Customers want you to cut something from their experiences with you. Can you guess what it is?
Time.
Customers say “valuing their time” is the most important thing a company can do when delivering a good customer experience, according to a study from Forrester Research.
Web sites are often complex, the phone triage is hard to navigate and online or written information is confusing. Customers say all that adds up to wasted time on their part when dealing with companies and their employees.
What customers want is a swift path to answers and resolutions when they contact companies — no matter the channel they use.
Some contact centers have redesigned their service delivery to manage the customer experience across all channels and its paid off. A few will even share their successes at an upcoming conference.
One way agents can show customers they value their time is to follow the “Rule of 2s.” Offer a call back when handling a request that will require more than two people, two forms or two minutes to resolve.
