When choosing a parcel company, you can be sure to make sure that if something goes wrong, you can call someone. Customer service is vital and it is important to contact them. However, you call the gold standard – do you and your service provider more effectively deliver efficient email service?
As a retailer involves a courier company in a company that concludes another contract for the collection and delivery, it seems that there are plenty of ways to get things lost and there are several reasons to talk to a representative.
Many retailers are looking for a phone number, rejecting or at least being cautious about companies that do not provide this. The growing trend is to provide e-mail support. How effective is this, be your concern and balance, which method is most effective?
Scenarios; the customer calls because delivery has not arrived. You want to know how much it will cost if you send a parcel to New Zealand by air. Your goods have been damaged and the buyer wants a refund, you want to know what to do?
The following case:
It's natural that you want to talk to someone right away if you know there is a problem. You want answers and the solution and instinct tells you that talking to people is the best way to do that. You call a number that is likely to spend more than the usual cost of a normal phone call. Listen to the introductory message and the options menu, press 1 and 2. Once you have selected the correct number that says all of your service providers are busy, your call is important and is in queue. Greensleeves play in the background, every moment remind you that you are an important person and your call is in a short time. You occasionally talk to a man – you exchange pleasant and maybe some annoyance if you have long time. At the other end, you can listen to the operator by tapping the keypad while giving the details. The next step is the problem, the solution options, and the daily duration – but this is not available because it has phoned but because of a problem.
Summing up for telephoning, holding, discussing the problem and solving anything can take anywhere from one to two minutes or a disproportionate 15 minutes plus.
All of the above are, of course, relevant only if the called number is actually answered by someone – leaving the message of the response messages is both frustrating and unsatisfactory as it remains in the limbo state. You may not have left a message that will allow staff to resolve the issue, you will not be able to recall you when the problem is solved and resolved – this is the least advantageous option.
E-mail. You do not have a phone number but you have an e-mail address. By definition, online shopping and computer skills – whether you're e-mail or your own customers. You can decide what information you need to enter in the message – some background information, packet data, order number maybe. If you have called for a failed delivery at the end of the unlucky customer, you will also want to give it up. Conversely, a short, sharp message may be more appropriate – the xyz order has not arrived, so why not?
Customer service staff need the order number. No other detail is needed and the order number and the problem is enough to investigate and resolve most issues.
For e-mail service to be effective and to feel support, it is essential that messages receive answers. Automatic Responder – Thank you for your message you are dealing with is equivalent to the respondent. The quick response to this solution is the gold standard, but your personal answer, with the conviction that you are dealing with your issues, is an excellent guarantee.
Cost – Telephone support support services are expensive – personal wages, office hours, etc. and these are the costs that any business gives to the user to the user of the service. An administrator can process queries x for hours, etc.
E-mail – this service costs can be significantly reduced – issues can be handled much faster.
A phone call and the message you provide are only for the keypad (only recorded without recording, but this is illegal). If it's time to highlight a problem or emphasis, there are several chances that this message can be passed on to an organization and keep the record.
It is more useful that an email sent quickly is passed to the right person to find a solution.
In my organization, we manage email through an IMAP account and each one has access to all the messages on each PC – in the home office and portable mobile devices – as a buyer for you thanks to you for quick responses almost every day of the day. We do not advertise or claim a 24/7 response rate, but in reality we provide this.
The problem needs to be solved by the service provider – customer service staff must be available to their service provider
The best solution is for customer service staff responding to emails – this is really the best solution and can not be considered a provision less than a phone.