Klicni center – Predloge za prvi kontakt
Pogovori po telefonu so še vedno pomemben kontaktni kanal, za podjetje in njihove stranke. Res je, da druge oblike komunikacije, kot so aplikacije za sporočanje, klepeti v živo, ali chatboti, postajajo čedalje bolj popularne. Ampak dobri stari telefonski klic je še vedno oblika komunikacije, za katero se bo odločilo veliko strank, da bi prišli v stik z enim od predstavnikov podjetja.
Ta študija je dokazala, da ima 69% strank raje telefonsko podporo, kot klepet v živo ali “druge” podporne kanale. Čeprav je druga študija pokazala, da 71% vprašanih verjame, da bo do leta 2021 klepet v živo postal bolj popularen od elektronske pošte in telefonov, so klicni centri še vedno sestavni del storitev in podpore strankam.
LiveAgent združuje odličen klepet v živo, ticketing in avtomatizacijo, ki nam omogočajo, da lahko našim strankam nudimo izjemno podporo.
Ustvarili smo sklop predlog za prvi kontakt, da bi vam pomagali, da vašim strankam zagotovite najboljšo možno izkušnjo po telefonu. Lahko jih kopirate in uporabite dobesedno, ali glede na vaše potrebe, preuredite in podkrepite v drugem formatu.
Klicni center – predloge za prvi kontakt
Predloga za prvi kontakt 1
Hello! My name is [name], I’m a [agent’s position], from [name of team/department/company]. How can I help you today?
[Customer greeting]
If the customer reports an issue or a problem:
I’m really sorry to hear that. I can only imagine how frustrating it must be. Could you give me some more details so that I can help you more effectively?
[Customer agrees].
Perfect, please be so kind as to answer the following questions. Sorry for bothering you, but I really need to know a little more in order to help you. [A list of a few questions that will help the agent support the customer better].
[Customer answers questions].
Great, thank you! I’ve noted everything down, thank you for your patience. It seems that we are able to resolve this issue right away. Do you have two more minutes to stay on the line with me so that we can find a solution to your problem together?
[Customer agrees]
[Agent continues the conversation and aims to resolve the problem in a few minutes].
Predloga za prvi kontakt 2
Hi there! It’s [name] from [company/team/department] speaking. How are you doing today?
[Customer greeting]
If the customer reports an issue or a problem:
Oh, I’m really sorry that you’ve experienced such issues with our [product/service]. Please give me your full name and [order number/account login/customer number] so that I can find your information in our system and start dealing with that issue.
[Customer provides details]
Okay, I’ve logged in to our system, and I can see that [describe the current status of an order/possible product flaw/potential cause of an issue with a service]. Is that right?
[Customer confirms or declines].
Thank you for this information. It seems that we won’t be able to solve this issue during our conversation, so I’ve just created a problem report and our system will assign a unique number to your issue. Is that okay?
[Customer confirms]
In the next few minutes, you’ll receive an email confirmation with your ticket number. You can check the status of your request by clicking on the link included in the email. It may take us up to [1/2/5…] days to resolve your issue. We will contact you via [phone/email/messaging app] to inform you once the problem has been addressed. Would that work for you?
[If the customer confirms] Thank you for getting in touch with us. We’ll do our best to resolve this issue as fast as possible.
[If the customer declines] If this doesn’t work for you, please tell me what would be the best outcome for you or how long are you willing to wait for us to deal with the problem.
[Conversation continues until the agent finds the most satisfactory solution].
Predloga za prvi kontakt 3
Good morning/Good afternoon/Morning! You have reached [company]’s [department/team name] contact center. I’m happy to assist you today. Please tell me your issue.
[Customer greeting]
If the customer reports an issue or a problem:
I can only imagine how frustrating [the situation described by the customer] must be for you. I promise I’ll do my best to find the right solution for you as quickly as possible. What’s your name?
[The customer says their name].
[Customer’s name], please describe your problem thoroughly by answering a few questions. This information will be really helpful [list of questions].
Okay, [customer’s name]. It seems that I need to involve our tech team to help you with the [issue/problem/technical flaw]. Usually, it takes up to [3/5/7] days to address such problems. Let me create a ticket for our technical support. You can check the status of your report by logging into our dashboard. Do you know how to do that?
[If the customer says “yes”, the agent can continue. If the customer says “no”, the agent should explain how to log in to the dashboard].
So, as I said, our tech team will take care of your request, and you can follow the progress in our dashboard. When this problem is dealt with, we will also send you an email or call you. Which communication channel works better for you?
[Customer chooses the channel]
That’s great. Thank you for reaching out, and let’s stay in touch. Is there anything else I can help you with?
[If the customer says “no”, the agent can finish the conversation. If the customer says “yes”, the agent should talk with them to get more details].
Once again, thank you for contacting us. And remember, if you have any other requests, don’t hesitate to contact us.
Pogosto zastavljena vprašanja
Ali moram stranki pri prvem stiku dati dokončen odgovor na njeno vprašanje?
Idealno bi naj vaši agentje na vprašanje stranke poskušali ogovoriti takoj. Vendar v prvem poskusu težko razrešimo vsako težavo. Ne pozabite, vsaka interakcija mora dosegati vrednost in okrepiti idejo, da je vašemu podjetju mar za stranko.
Ali obstajajo posebne besede/fraze, ki bi jih naj agentje vključili v prvi pogovor?
Posebnih besed ni, ampak vsak prvi pogovor mora vsebovati določene elemente. Ti elementi lahko vključujejo pozdrav, ime, priimek agenta, ime podjetja, in oddelek ali ekipa, katere član je agent. Pri vsakem prvem pogovoru mora stranka imeti občutek, da je slišana in da je za njo poskrbljeno. Zato naj taki pogovori vsebujejo prijazne besede in sočutne izjave.
Če uporabljate IVR (interaktivni glasovni odzivnik), je dobro, da stranki sporočite, kako dolgo mora čakati, da jo povežete z agentom. Če katerekoli težave, ki je bila omenjena v prvem pogovoru, ni možno takoj razrešiti, je potrebno stranko obvestiti, kako dolgo bo trajalo, da bo težava obravnavana s strani agenta. Priporočljivo je, da stranki sporočite, kdaj bo seznanjena o naslednjih korakih.
Kako dolgo bi naj prvi telefonski pogovor trajal?
Ni enostavno določiti, kako dolgo bi naj prvi telefonski pogovor trajal. Noben telefonski pogovor klicnega centra ne sme biti predolg. Agentje pomagajo strankam poročati o težavi, na hiter in logičen način. Potem je na agentu, da razloži stranki vse možne rešitve, ki so na voljo, in poskuša izbrati najbolj učinkovito.
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