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PHONE SUPPORT
DO’S & DONT’S
Keep customers dialed-in with support that
speaks to their needs
Voice is still #1 for custome...
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Do's and Dont's of Phone Support - Zendesk infographic

Voice is still number one for customers because it provides immediate and personal support. But one bad call can make your customers hang up for good. Here is an infographic with tips and tricks on how to provide better phone support.

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Do's and Dont's of Phone Support - Zendesk infographic

  1. 1. PHONE SUPPORT DO’S & DONT’S Keep customers dialed-in with support that speaks to their needs Voice is still #1 for customers because it provides immediate and personal support. But one bad call can make your customers hang up for good. Here are tips and tricks on how to provide better phone support. Don’t offer more than five menu options or make it hard to reach an agent. GIVE CUSTOMERS OPTIONS 75% of customers believe it takes too long to reach a live agent. Do provide phone trees (IVR) to help customers get answers to common questions. Do provide phone trees (IVR) to help customers get answers to common questions. Don’t put your phone support on hold Visit zendesk.com/voice to learn more 69% of customers believe their customer service experience improves when agents don’t sound like they’re reading from a script 69% of customers dislike having to repeat account information on the same phone call 63% of customers are frustrated when companies transfer their call multiple times 86% of customers say that getting a satisfactory answer to their question equates to excellent customer service 62% of customers report having to repeatedly contact the company to resolve an issue as negatively impacting their phone support experiences Don’t turn your agents into robots by making them stick to scripted answers. GO OFF-SCRIPT Do encourage your agents to have genuine conversations with customers. Do encourage your agents to have genuine conversations with customers. Don’t make your agents scramble to identify customers. HAVE ACCOUNT INFO HANDY Do put customer account information at your agent’s fingertips with CRM-in- tegrated phone support. Do put customer account information at your agent’s fingertips with CRM-in- tegrated phone support. Don’t make your customers talk to multiple people to solve their problems. KEEP TRANSFERS TO A MINIMUM Do empower agents to field customer questions or route calls to agents with right skills to solve specific issues. Do empower agents to field customer questions or route calls to agents with right skills to solve specific issues. Don’t focus on agents’ call duration alone. Allow agents to focus on first call resolution instead. AIM FOR FIRST CALL RESOLUTION Do resolve customers’ issues fully the first time they call. Do resolve customers’ issues fully the first time they call. Don’t hang up without anticipating and “forward-resolving” common issues. CLOSE THE CALL WITH EXTRA SUPPORT Do preemptively give customers instructions for handling related issues that may arise. Do preemptively give customers instructions for handling related issues that may arise.

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    Apr. 5, 2018

Voice is still number one for customers because it provides immediate and personal support. But one bad call can make your customers hang up for good. Here is an infographic with tips and tricks on how to provide better phone support.

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