Customer Follow Up

Once the point of contact with the customer has been made, follow up becomes necessary and a cloud-hosted dialer is a big help in this terms because CRM (Customer Relationship Management) is integrated to the dialer and the customer data is always handy.

Customer Follow Up

When customers interact with the customer service agent, there are two things in his mind. The first thing is, an appropriate solution to his problem and the second thing is, his time that is being invested into it. While dealing with the agent the, the diction, language, and knowledge of the agent come into play. In fact, there’s a lot more trending in the world of CX and customer service. But in the point of view of the customers, there are several pain points that work against the good experience of the customers.

  1. Customers get fed up easily if the customer service is not prompt.
  2. Long hold time is another thing working against the good customer experience
  3. Data breaches in the customer service environment make the customers reluctant to share their personal data with them.
  4. Customers have become more impatient and they can’t wait after a threshold.
  5. A not so well designed IVR just consumes the time of the customers and doesn’t lead them to a solution.
  6. Not being able to understand the agent language also makes the customers unwilling towards the customer service.

 

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