What does success look like when it comes to answering queries? 

For a lot of businesses, query management consists of 3 main areas of expertise: 

• Knowledge and understanding of the brand and issue
• Resolution of the issue
• Effective follow-up 

 

It makes sense to offer customers high-quality support that encompasses business knowledge and customer service best practices. However, bringing the right answer to a question or a problem is not the first thing that your customers need. While they, of course, want the problem to be resolved or the issue to be clarified, they first and foremost are impatient interlocutors. Customers reach out to a business in times of need. Therefore, many expect to come to a decision or a solution rapidly. Ultimately, they need you NOW. As such, speed is a major factor of success in customer query management. If you let your customers wait, they are unlikely to be satisfied, even if you provide the “right” answer. In fact, the longer they wait, the less likely they are to trust your brand in the future. 

 

 

Don’t let them wait on the phone

 

You are number xx in the queue. We thank you for your understanding. 

 

This is a popular message that customers often hear when they try to call a company. A lot of customers grow impatient on the phone. They need a rapid answer, but being forced to wait several minutes – or even hours – to be able to talk to an advisor is highly inconvenient. How many customers are forced to hang up because they need to get back to their day-to-day lives? Large call centers know how to handle waiting times and reduce delays. However, for small companies, it can be helpful to rely on professional services such as CMS Answering Service which can manage calls 24/7. Trained operators can answer simple queries or log complex matters and dispatch relevant calls to the best interlocutors. 

 

Get back to those social media mentions

 

Every business needs a social media presence. Yet very few have the time and resources to manage their online profiles. Inactive social media accounts make it harder for customers to get in touch. Many turn to Twitter or Facebook to ask for support when traditional contact methods don’t work. Due to the fast-paced of the social media platforms, the majority of customers expect to receive a reply within the hour. Unfortunately, only 11.2% of companies manage to meet their expectations and answer within 60 minutes. 

 

 

Introduce a knowledge base

Unlike an FAQ page, a knowledge base interface is an ever-growing content source. You can build up the knowledge base gradually, by publishing the most frequent queries and collecting feedback from your web visitors. Some platforms also allow advocates to create informative content. The search function on the page enables users to type their questions and find a list of answers. It’s also a fantastic opportunity for businesses to collect unanswered material and update their content accordingly. 

 

Customers want to receive an answer as quickly as possible. In a digital environment, the speed at which a business answer is perceived as evidence of customer care. Every minute could be decisive for the brand’s reputation. Therefore, a successful answer is not only correct and helpful, but it is also quick.