"eBay announced the launch of Smart Hashtags on Wednesday. Users can click on the share widget on a product, guide or other page t...
Operating a contact center, or paying a third party to manage it for your business, is an expensive endeavor. One of the key factors that drives up costs is contact volume, or the number of inbound inquiries being handled by agents.
So, if you know that reducing inbound inquiries reduces costs, the goal is to find a way to eliminate a customer’s need to pick up the phone or send an email. To achieve this goal, there are several factors to consider. A good place to start is making sure your agents are answering every question posed by the customer.
As part of StellaService’s normal operations, StellaService Analysts include two questions in every email to customer service departments. This metric helps retailers to determine if their agents are being thorough, eliminating the need for another contact.
For example, in one interaction from this study, the agent was asked: “If I’ve already placed an order, can I get a faster shipping method? Can I change the shipping address?”
Fortunately, the attentive agent who handled the inquiry addressed both questions.
But, this is a …