As customers increasingly expect support experiences, support managers can risk burning out their team to keep up with the growing demand. In a recent study of over 600 support managers, we found that small support teams (less than 100 agents) are less likely than large teams (more than 100 agents) to say they can continue to meet growing customer expectations. But even for larger teams, an influx of customer questions can overwhelm agents, leaving them frustrated and overworked, and in turn, unable to Latest Mailing Database provide great support. This poses a real challenge: how can you increase the efficiency of your support team while maintaining the high-quality experience your customers want and deserve happy.
The growing tension between team burnout and customer demand Today, most support teams are focused on reducing their first response time (FRT). The emergence of real-time chat made it easier to respond to Latest Mailing Database customer conversations in real time and, in turn, changed customer expectations forever. Today's customers expect fast, efficient and personalized help. Although businesses are seeing the benefits of real-time chat – improved customer satisfaction, retention, etc. – not all support teams, especially smaller ones, can support this kind of large-scale human support. Even teams that might offer real-time chat might not think it's the right solution for them.
Responding to all customers in “real time” adds operational complexity and puts potentially unnecessary pressure on your support team. Maintaining a 100% real-time experience typically requires: Increase headcount to Latest Mailing Database keep pace with a growing customer base and their conversations. And if you don't increase headcount, you risk burning out your team. This is less than ideal, especially if you see spikes in customer demand at different times of the year. Instead, with a conversational assistance approach, you can ensure that even the simplest customer questions are automatically answered (and often resolved) through proactive, self-service support. This gives your team more time to deal with complex and VIP requests.