SAN FRANCISCO, Dec. 7, 2017 /PRNewswire/ -- Black Friday
and Cyber Monday in 2017 will go down in the record books – online
shopping was more convenient than ever, mobile purchases spurred
sales numbers to record highs, and more retailers offered free
shipping.
So, now that your gifts and impulse buys are already shipped,
all you have to do is sit back, chill, and wait until the packages
are left at your doorstep, right?
Uh, sorry. Unfortunately, this is when the real trouble
starts. Maybe the package was delivered to the wrong address, your
new TV has a cracked screen, or those shoes came in the toddler
version – not the adult size six you ordered.
"Contacting your retailer is not something that people look
forward to, but it doesn't have to be as frustratingly painful as
it used to be. Today, there are more ways than ever for consumers
to connect with companies and advancements in technology that help
you get faster service," said Rachel
Faulkner of Genesys, an expert in customer experience
solutions.
Here are five easy tricks that will help you get better, faster
customer service:
1) Send a message instead.
Contacting customer service doesn't require sitting on hold for 10
minutes. Dialing into a contact center to speak with a live agent
remains popular, but companies also staff communication channels
such as text messaging and web chat. You still get the human touch
to resolve issues – just without the wait time.
2) Social channels aren't
just for bad reviews. While it can be therapeutic to vent via
social media, it's also a great way to reach support centers.
Social channels such as Twitter and Facebook may be staffed by
senior agents who are empowered to take action immediately on your
problem. Feel free to post your positive comments, too!
3) Don't fear the chatbots.
Great strides have been made in artificial intelligence that help
systems recognize and quickly address your concerns. Use these
advances to your benefit by messaging a chatbot to resolve routine
or simple requests for super-fast response time.
4) Please hold? You don't have
to anymore. If given the option, ask for a return call instead
of waiting on hold when trying to access customer service over the
telephone. It's usually more convenient and will allow you to move
on to other things so you're not stuck listening to bad hold
music.
5) Be nice. At this
time of year, customer service agents deal with hundreds of anxious
customers a day — and are often on the receiving end of their
frustration. Engaging in "small talk" allows agents time to review
your case history. If you can be patient for 30 seconds, it may
help the call go more smoothly and get your issue resolved
faster.
Pro tip: Most agents aren't empowered to fix everything.
Some issues need advanced support and can't be resolved by the
average support agent. However, you can search the Internet for
executive support contact information or ask for customer retention
when you dial the main service line, which usually leads to more
qualified agents.
Follow these tips and not only will you resolve your support
issues more easily, but you won't reach for a bottle of aspirin
afterwards. Happy shopping!
About Genesys
Genesys® powers 25 billion of the world's best customer
experiences each year. Our success comes from seamlessly connecting
employees and customers across channels, on-premise and in the
cloud. Over 10,000 companies in 100+ countries trust our #1
customer experience platform to drive great business outcomes and
lasting relationships. Visit genesys.com.
Contacts:
Shaunna
Morgan
Manager, PR
Genesys
shaunna.morgan@genesys.com
+1 317 493 4241
Lisa Hawes
Sterling
Communications
genesys@sterlingpr.com
+1 408-395-5500
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SOURCE Genesys