Always available omnichannel the channel of their choice. This could be your website, a chatbot, a live chat, or a messaging application such as WhatsApp or Messenger. These channels are often faster than the phone, especially for routine questions, reducing the agent's workload. The asynchronous side offers clients the possibility to
process their requests Malaysia phone number list without stopping everything on their side. Additionally, with omnichannel, you can distribute incoming interactions across multiple channels, facilitating the management of customer service. 7. Set the right KPIs for faster response times Continuously try to reduce customer response times by analyzing performance and
measure against relevant KPIs and metrics. This enables you to identify areas for improvement, whether it's modifying processes, adding resources, or enhancing training. Examples: First Call Resolution: These are cases where the problem is resolved after one call. Ticket reopening rate: Once the issue is resolved, the agent closes the ticket and continues working on it. Problems may be fixed on the spot, but come back the next day. Or he's not quite, but faced with a question no one else can answer, the client will bear with it and