As a customer service representative, you should know the advantages of implementing a customer support non-voice process. While voice channels are faster and more convenient, non-voice processes may be a better option for many situations. Below are some examples. o Email support: This type of customer support involves processing information sought through emails and sending a relevant reply. o Using canned messages and canned answers for common queries may reduce the customer response time.
o Using non-voice processes: Compared to a voice process, this type of contact is more cost-efficient. Voice processes require investment in hiring agents, scheduling, and weekly training. They also require more personnel to handle the high call volume every day. Non-voice processes also require less money and time in hiring and training agents. One agent can handle multiple chats at the same time, saving you from the expense of having several agents for each type of contact.
o Using a non-voice process: Many successful companies have a dedicated team behind the scenes. This group of employees works silently to improve the business. They handle the volume of customer queries and concerns that a call center cannot handle. Because the call center staff cannot deal with these queries or inquiries, these non-voice process teams provide the professional back office support necessary to make a company successful. The benefits of customer support non-voice process services are obvious.
o Choosing a good Customer Service Representative
o Choosing a non-voice support process: While voice-based services remain the traditional and most effective method, many companies are increasingly turning to other methods of customer support to provide a more personal touch. Non-voice services include social media, website chat, in-app chat, and video chat. These options also help reach your competitors. By utilizing non-voice services, your marketing team can focus on other areas of the business.