What happens after a customer raises a support ticket asking for some help?
You wade through the ticket to find out what information is available. Once you ingest that, you try to find the simplest possible solution for the customer. But, a little later, you realize there’s not enough information for you to suggest anything yet.
So, you write back to the customer asking for some information. This is often a cycle and it happens once or twice again before you find a solution. Sometimes, it takes longer because the most common solutions don’t work. Sometimes it’s over in the first couple of interactions and everyone’s happy.
But, then, how many interactions is the most optimal number? When does it start becoming uncomfortable for the customer? How much information can the customer absorb from a single interaction? These questions only become more relevant as you scale up your business.
The question on our poll, this week, is about interactions with customers while handling a ticket. What you’ll read below is a brief look at the various ways of looking at this seemingly paradoxical situation.
Giving vs Asking
You have a few common solutions in your mind for the customer. You can put them all in a single interaction. One of them will work and job is done. You’ll save the day faster than your peers. But, what’s the use in giving so much information if the customer can’t ingest as much?
So, what CAN you do? You can always write to the customer asking for more information. That’ll help you narrow down your suggestions. If you ask too much information, one at a time, it will lead to dissatisfaction.
Resolution Time vs Response Time
Customers come to you asking for your help. You owe that to them as well. By getting as much information as possible, you can suggest the best possible solution every time. You’ll resolve every issue that’s within your control. What can be more important than that, right? Ummm… there’s something called Resolution Time. If you have many interactions in a ticket, your resolution time soars. But, it’s not supposed to. And, that’s the tricky part.
There’s also something called Response Time. When you try to squeeze in a few common solutions into a single interaction, you think that one of them will work. Surprise! Surprise! None of them work, because you didn’t receive one little detail. That’s unfortunate, because your response time just shot up.
Manager vs Agent
This is essentially a matter of the big picture versus the small picture. At the level of an agent, each ticket is an experience. It’s a chance to create customer happiness. It’s a path to win the customer’s respect. Naturally, an agent is likely to spend time non-uniformly across interactions in a ticket.
A manager looks at the big picture. Most of the information ingested at the managerial level is aggregate. So, in a sense, even the extra time spent by an agent on a few tickets looks more prominent to the manager.
A manager and an agent are two people who see the same customer support operation in different ways. That’s exactly why we’re asking this week’s question to both managers and agents.
We’re really curious to see what you think about this topic. Tell us in the comments section below.
Happy Polling and have a great week ahead!
Recently, I came across a wonderful article shared by a friend on 6 personality and work environment types. The work environments recommended according to personality types made a lot of sense.. I found myself mentally screening myself and other friends, if we were in the right jobs.. Most of us, thankfully, are.
What also set me thinking was, is it possible for one person to assimilate in himself all the personality types and thus be suitable for any work environment?
The answer stared at me like a writing on the wall. YES. If we consider each personality type to be a hat, wearing a different hat at different times is what we all do. Only we don’t do it consciously. And more importantly we are not forced to do it. But what about those who do it consciously and with elan? Who you ask.
About a fortnight ago, on our poll, we asked you all a question on support channels used by your customers. Before we get to the results, let’s also see a few myths.
Myth 1: Email is so passe. It’s a thing of the 90s. Customers don’t use it much.
Reality: About 88% of respondents in our poll said that email was a channel that their customers used to reach them.
Myth 2: Social Media is the place for customer support. It has become mainstream channel.
Reality: Although social media is very very important, it’s not the mainstream channel for customer support yet.
Myth 3: The fewer channels, the more efficiently the helpdesk performance.
Reality: By automating a few tasks and setting up some notifications, you can have as many channels as you want and still operate very efficiently.
There are two key insights from the poll results. The first one is about number of channels.
About 73% of respondents said customers use more than one channel to reach them. Around 46% of respondents said customers use three or more channels to reach them. This goes on to show how helpdesk software can make it really easy to handle so many channels efficiently. If they had to handle each of these channels using different software, it would’ve taken a miracle to make things happen so well everyday! So, if you’re a business handling just one or two channels, this would be a good time to try Zoho Support!
The second key insight from this poll is about which channels enjoy widespread adoption.
Contrary to popular perception, email is still the most widely used customer support channel. And, it’s definitely here to stay. About 88% of respondents chose email as one channel, in their response. ‘Phone’ came second, with about 70% of respondents to its support.
Web forms and customer self-service portal come (a really close!) third and fourth respectively. Over 35% of respondents chose web forms while about 34% of respondents chose self-service portal. Most businesses use these two channels quite interchangeably.
Live chat was chosen by over 24% of respondents, while social media was chosen as a channel by about 20% of respondents.
If you’re thinking about taking up some new support channels, you might want to check out this post from our blog.
We’ll return next week with another interesting question. Have a great weekend!
Below is a visual representation of all the customer love we got last month. Thank you for your feedback! We always appreciate hearing from you.
How do you harness your customers’ positive feedback on social media? Share your thoughts with us in the comments below or on our Facebook page.
Managing your daily appointments, events and meetings can get overwhelming as you switch between your favorite calendar applications; on your mobile, desktop, web browser. Keeping them all in sync is no easy task and to do this manually will simply not be pleasant.
With Zoho Calendar, we would like our users to be in sync with their daily events automatically, even while using other calendar apps. In this light, we are glad to announce 2-way sync for Google Calendar, available for users of organizations / businesses subscribed to a Zoho Mail suite standard plan.
You can enable this feature from the Zoho Calendar settings page by selecting ‘Sync’ from the left options and then following a few simple steps. Once the synchronization is complete, whenever you create, edit or modify event details in your Google calendar, the same will reflect in your Zoho Calendar and vice versa. Please be advised that it takes around 5 minutes for changes to sync at this time. We are working towards making this instantaneous.
On a lighter note, we have also rolled out a birthday calendar feature to keep track of your contacts’ special day. After all, however grown up and mature we may consider ourselves to be, doesn’t a birthday wish invoke a smile at the least? In fact, a simple birthday wish may even score some brownie points with a business prospect. Just subscribe to Zoho Contacts’ birthday information in a few simple steps from Zoho Calendar and be prompt with your good wishes.
We hope to come up with more updates that will help you stay in sync and be on top of your daily agendas. Please spare some time to provide feedback and suggestions on how else we can improve your calendar experience.
This is a guest blog post by Brandon Wilson, CRM Consultant of Viwo, a leading cloud solutions provider and a Zoho partner. Viwo has successfully deployed 3000 organizations onto cloud solutions.
Located in Sante Fe Springs, CA, OxyHealth LLC is a manufacturer and seller of Hyperbaric Chambers – medical devices used to increase the uptake of oxygen by a body’s red blood cells. Since its start 10 years ago, OxyHealth has seen the popularity of hyperbaric chambers expand into many areas of medicine.
Many of OxyHealth’s business systems were created and setup several years ago, due to which they were unable to keep up with the growing challenges and needs.
Their biggest and most pressing issue was CRM. Their sales team, over the years, became increasingly mobile and access became a huge issue for OxyHealth. To top it all, their current CRM solution, Goldmine, was increasingly hard to maintain and was getting less and less suitable for their workflow.
They needed a cloud based CRM solution, which is highly accessible from mobile devices and integrates with their email system.
A Solution with Zoho CRM
OxyHealth’s CEO, Samir Patel, landed on Zoho CRM as the best solution. What put Samir over the top was the breadth of features and most importantly, that Zoho CRM was part of a larger integrated suite of applications. The price was just the cherry on top.
OxyHealth approached us to manage the implementation in the following areas:
- Solution Design
- Evaluation Support
- Project Planning
- Customization and Integration
- Ongoing Technical Support
Travel had become a regular part of OxyHealth’s sales process. They continually found themselves needing to input and review data or manage tasks on the go. Now with Zoho CRM, they can input leads from their Smartphones or tablets instead of heading back to the office to hop on a server.
“With the ability to work everywhere, not just in the office, I see high potential for not only making more money, but saving a lot of money as well.” CEO, Samir Patel
Easy Communication Tracking
Tracking email communication in high fidelity is critical for OxyHealth. And Goldmine required a lot of manual work to associate emails to records, making it error prone.
We integrated OxyHealth’s Google Apps account with the Zoho Mail Add on. This solution gave them automated email tracking, logging all inbound and outbound email communication and accessible at the click of a button from within their contacts.
“We quickly became more productive and efficient. I found myself simply getting more done.” CEO, Samir Patel
The result, OxyHealth became more productive and efficient. With the ability to work everywhere, not just in the office, Samir says that he sees high potential for not only making more money, but saving money as well. You can check out the full story here.