Minimize the amount of back and forth emails Improving customer satisfaction with faster responses to questions
The customer experience is something that separates our service experience from the 'other guys'. It is one facet of the business that is within our control. One of the major metrics we use to judge how well we are delivering that experience is by our feedback surveys. Customer satisfaction can be greatly improved by reducing frustration. We have heard the feedback and will respond to it. The reoccurring issue seems to be multiple emails being sent back and forth and questions not being resolved. As a team we need to make sure each and every interaction leaves our clients with a satisfied interaction.
Moving forward, any new email support requests that exceed 2 replies from the campground client without a resolution now require a phone call. Sometimes a client has multiple questions that we cannot avoid the multiple questions within a single support request. If we can take more time to address these questions, we can achieve multiple support requests or multiple back and forth emails. One call resolution is the ideal scenario we would like to achieve.
Procedure:
- Asses the amount of replies in the support case has not met the 3 response threshold
- Once the 3rd response has been received the phone call request email must be sent in addition to the response to their question
- Use the snippet created ( #PhoneCallOffer #3rd #third #3 #response ) to populate the snippet in the email first, followed by the response to the clients reply second
- Proceed with phone call or email response based on clients preference