In this excerpt video from our Webinar, understand the best way to manage the volume of inbound calls from customers.
During the Webinar, Nicholas from the Support Driven community asked:
" We provided phone support but managing effectively that doesn’t interrupt our workflow can be challenging. How can we provide efficient and efficiently phone support? "
We'll talk about forecasting inbound calls, streamlining your phone support operations and how customer segmentation can be useful to address this problem.
Check the response here:
- Mark Bangerter, Director of Support, ClickFunnels
- Alessandro Angioni, Business Account Manager & Analyst, Azimo
- Dave Dyson, Senior Customer Service Evangelist, Zendesk
Check the whole Webinar recording here
Join the support-phone slack channel from Support Driven today!
We provided phone support, but managing it effectively and in a way that doesn’t disrupt our normal workflow can be challenging. How can we provide efficient and effective phone support?
When it comes to Azimo and managing phone support effectively in a way that doesn’t disrupt our normal workflow, I see SnapCall being quite powerful in a way of giving the button to certain users only. With SnapCall we were able to roll out the service slowly to a bunch of customers one after another based on the segmentation that we built on our side. For instance, we wanted to provide this service to businesses and to consumers who sent a lot of money first, then to consumers who have some specific needs and so on. Doing that helped us forecast the number of calls that we will receive by releasing the service to other customers. Having the possibility to forecast this would also give us the possibility to understand how many agents we would need on the line on the specific day, week or month. This helped us roll out the service in a smooth way. If there was something which was unexpected, we could stop the rollout of the service to other customers and we could focus on the incoming amount of calls. Once we felt comfortable with that, we could continue with the rollout. Right now we are in the situation where we are completely able to manage the amount of calls that we receive together with the other channels because we were able to roll out the service in this way.
When we started providing voice support, I wanted the most experienced agents to be on a line, because these are the people that really well know our platform and can get that resolution. So we actually created a new position, to which people applied and got hired specifically. These people are dedicated to doing voice support, their priority is answering customers’ calls, so they’re usually on calls all day. But we looked for people who enjoy being on calls and helping customers. Since we are only offering voice support to our VIP customers, most of those customers are already pretty happy, so agents are really happy to deal with our customers and customers are satisfied with voice support as well.