Think of the last time you needed customer support from a product or service. After you call or chat, you’re probably placed on hold. If you send an email, it probably just gets an autoreply saying that due to increased volume, wait times are extended.
Then once you start talking with a support agent, you find yourself repeating the same information multiple times. By the end of the interaction, you’re frustrated–and you may not even have a resolution to the problem yet!
The fact is that your customers probably have a similar experience when they request help from you. No one likes it, and you can either keep doing the same thing or you can do it better.
Most companies today require customers to submit a ticket anonymously either via email or support chat. This means that the first step of every support interaction is to identify yourself, and sometimes there may even be a second step of identity verification. This means there could be several back-and-forth engagements before the actual support begins.
At Wavity, we think it can be done better, and it starts with bringing your customers directly into your support portal.
This may seem cost prohibitive, but it’s not. Many support software companies don’t differentiate pricing between agents and customers. We think that this is a poor strategy, and we built our costs differently. Instead of paying the same amount for external customers and internal users, we set our pricing model so that you pay less for customer access.
This difference in price means that you can scale your customer support function while still creating a best-in-class experience. Bringing your customers into your customer service software means that your support agents will have all the information they need to troubleshoot from the get-go. And, your customers will benefit from the ability to directly login and track requests from one portal.
But, if you don’t feel ready to take that step, we offer the ability to create a form to embed on your website. The form doesn’t require authentication, but it does require your customer to provide all the information you need to investigate their experience. This strategy means that your customers will have a better experience–and more importantly, that your agents have everything they need to solve the problem quickly.
88% of consumers want to hear from you within an hour–so speed is of the essence when it comes to support tickets. If you spend the critical interaction window either having your customers wait in an email queue or asking clarifying questions, you’re not only losing brand equity with your customers. You’re losing precious productivity hours from your support team.
Consider this: 33% of your customers would consider making a switch immediately after having a poor support experience. This means that a great support experience directly ties into retention, and when it comes to dollars, you shouldn’t leave anything to chance.
Bid farewell to the back-and-forth support email and bring your customers directly to your support portal. Create a way for your customers to directly request support, and painlessly guide them to the information you need to resolve their questions.
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