The importance of a well-structured service queue
Posted: Sun Dec 22, 2024 9:19 am
In companies with a large flow of calls, the service queue emerges as a tool with the ability to speed up your service. Find out how to implement and structure this functionality in your call center.
Even with all the conveniences offered by new technologies, such as contact via chatbots and apps, telephone service continues to be the preference of most customers. According to a survey conducted in 2020 by PhoneTrack, 60% of respondents said they prefer to contact companies by phone. This indicates that to offer quality service, companies need to act organically across all channels.
Aiming to increase customer satisfaction, which has become one of the russian phone numbers fundamental pillars in building a great brand, several companies are increasingly investing in new digital telephony technologies, which can combine standard telephone service with the functionalities offered by digital media. To learn more about the advances in the area and how they have impacted communication and companies, click here and access our post on innovation in corporate communication.
One of the features offered by digital telephony is the service queue. Through this, in companies with a large number of customers, during peak contact times and with busy operators, it is possible to leave the customer on hold. This way, even if all service extensions are unavailable, the customer can still contact the company, without the call being busy.
Although it is very useful, it is important to pay attention to some important points when implementing and managing your service queue. Check out some tips!
Waiting time:
To ensure that your customer is not dissatisfied, it is crucial that the waiting time is not too long. In cases of prolonged waiting, it is possible that the customer will give up on the contact. This can lead to dissatisfaction or even cancellation by the customer. Therefore, always count on a customer service team prepared to meet the related demand.
Personalize
Time spent waiting in line doesn't have to be wasted. Companies can use this space to send out a variety of information, such as opening hours, expected service times, or simply to inform about a seasonal offer, for example. In addition, through a brief analysis, it is possible to determine the main reasons customers contact you and, when possible, provide information that helps solve the problem at that moment.
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Organize the Queue
Using an IVR, your company can filter customers by department before sending them to the waiting line. This way, service time is optimized and reduced, since the attendant does not need to collect contact information. Another important point is that with this technology, companies can offer several services even in digital service, such as: duplicate invoices, contracting or canceling services . Everything is resolved quickly and easily, with just a few taps. This way, your service team can focus and prioritize more complex services. To learn more about the features offered by the IVR, click here !
Diversify your channels!
In increasingly connected times, it is essential that your company offers omnichannel service. Once this is done, it is possible, during the time in the queue, to inform the customer about the other service channels offered and services available. Thus, depending on the case, the customer may choose to perform the service through another channel. However, it is important that all channels are connected and integrated. In addition, the communication used must maintain uniformity, in accordance with the strategy defined by the company.
Even with all the conveniences offered by new technologies, such as contact via chatbots and apps, telephone service continues to be the preference of most customers. According to a survey conducted in 2020 by PhoneTrack, 60% of respondents said they prefer to contact companies by phone. This indicates that to offer quality service, companies need to act organically across all channels.
Aiming to increase customer satisfaction, which has become one of the russian phone numbers fundamental pillars in building a great brand, several companies are increasingly investing in new digital telephony technologies, which can combine standard telephone service with the functionalities offered by digital media. To learn more about the advances in the area and how they have impacted communication and companies, click here and access our post on innovation in corporate communication.
One of the features offered by digital telephony is the service queue. Through this, in companies with a large number of customers, during peak contact times and with busy operators, it is possible to leave the customer on hold. This way, even if all service extensions are unavailable, the customer can still contact the company, without the call being busy.
Although it is very useful, it is important to pay attention to some important points when implementing and managing your service queue. Check out some tips!
Waiting time:
To ensure that your customer is not dissatisfied, it is crucial that the waiting time is not too long. In cases of prolonged waiting, it is possible that the customer will give up on the contact. This can lead to dissatisfaction or even cancellation by the customer. Therefore, always count on a customer service team prepared to meet the related demand.
Personalize
Time spent waiting in line doesn't have to be wasted. Companies can use this space to send out a variety of information, such as opening hours, expected service times, or simply to inform about a seasonal offer, for example. In addition, through a brief analysis, it is possible to determine the main reasons customers contact you and, when possible, provide information that helps solve the problem at that moment.
"Organize the Queue
Using an IVR, your company can filter customers by department before sending them to the waiting line. This way, service time is optimized and reduced, since the attendant does not need to collect contact information. Another important point is that with this technology, companies can offer several services even in digital service, such as: duplicate invoices, contracting or canceling services . Everything is resolved quickly and easily, with just a few taps. This way, your service team can focus and prioritize more complex services. To learn more about the features offered by the IVR, click here !
Diversify your channels!
In increasingly connected times, it is essential that your company offers omnichannel service. Once this is done, it is possible, during the time in the queue, to inform the customer about the other service channels offered and services available. Thus, depending on the case, the customer may choose to perform the service through another channel. However, it is important that all channels are connected and integrated. In addition, the communication used must maintain uniformity, in accordance with the strategy defined by the company.