5 Ways to Reduce (And Manage) the Number of Customer Requests

No matter the suitable customer, niche, or industry, there’s one truth that almost all businesses share- customer support can elevate or degrade a sustainable business.

Poor customer support can drive away even the most loyal of customers- and world-class customer support can win over the most cynical of customers.

According to studies, over 70% of all clients who leave a firm have no issue with the product offered. Most point the finger at the level of customer care provided. In as much as businesses want to build a good community of customers, the last thing they want is to lose them. That’s why reducing the number of customer requests should be your top PRIORITY.

Below are  5 ways to reduce (and manage) number of customer requests.

Now, Some Context.

Based on studies by Fonol, 82% of clients agree that a top factor to excellent support is having their requests handled swiftly.

Another research indicates that 62% of mid-size firms do not respond to emails.

And that’s not all!

The average response time to a request- email, text, or online- is 12 hours. Incredible, right?

As the head of a call center, these are the kind of numbers to mull over.

Today, we want to help you turn your customer service into a painless process. To help you cut down your support queues. So the big question is- how?

One of the most crucial steps to serving customers with unrivaled support is to give them what they want- quick solutions to their inquiries without relenting on quality.

How To Reduce (And Manage) the Number of Customer Requests

Call center clients ask questions that ought to be answered, they criticize products and  services without fear of anything, and they want to be served without waiting for so long.  Businesses, on the other hand, want to serve their customers in the best way possible. Here’s how to do so  in a painless manner and at the same time, give them what they want.

1. Hire the Right Support Team & Train Them Well

Excellent communication is essential for any business, and clients hate waiting.

No matter how intuitive or fancy your support software, if you don’t have the ideal persons at your service desks, you’re in for disappointments. By “right,” we mean the indispensable traits your team need to have:

  • Quick decision-making prowess
  • Strong listening skills
  • High-end cognitive ability to understand and solve callers’ problems quickly
  • A timely disposition

All these traits make not only impeccable support personnel, but also an efficient one. You can pull together talented individuals, invest resources and time to engage them in training and development programs. Teach them how to nail it in the first attempt, work together as a team, and modify heated exchanges quickly.

As you must have guessed, such people don’t come on the tip of the dollar. Be penny-wise and hire the most proactive people who apply for the vacant support positions. Only by investing in the right team will you reduce repeat calls and sort out requests quickly.

2. Sort Out Your Requests and Prioritize Them Accordingly

What do you do when you are faced with an endless queue of requests?

That’s right- you reorganize the queue by dealing with the most vital requests first.

So when deciding your priority requests, you will have to weigh the following factors:

  • How long has a specific client waited for a response?
  • How similar are the requests? Do certain sections of your clients get priority against others?
  • Should the pending or re-opened orders be handled first?
  • Does a first-time client submitting a request have priority over long-standing clients? After all, there’s only one chance to make a great first impression.

Nonetheless, it all trickles down to this- irrespective of how stacked your queue is, the key is to keep it rolling as much as possible.

How then do you know which issues to sort out first?

This is when customer service software can prove a worthy investment.

Start by configuring the software to suit your criteria. For example, any voice request older than 1 hour and with no assignee should be the first to leave the queue. Then, ask the system to fetch the next order in the queue. And this will be the order with the topmost priority. When you deal with that queue, proceed to the next. Mind you; it takes no more than a single click to churn out many orders, and efficiently so.

3. Track Request Volume Trends

If you don’t comprehend the flow of your helpdesk, you won’t know the ideal way to allocate support agents and resources.

If you don’t know how you fare against your peers in the industry, you won’t know what needs to be tweaked. You’ll keep serving your customers with below-par support.

But this hassle can go away if only you purchase a tracking software that shows the exact number of requests in the queue, the number of requests resolved, and the number of requests left unresolved. The software can do this job out-and-out- that means it maps orders per hour, day, week, month, quarter, or year.

You can even utilize this data to filter the requests that your team received and solved based on the properties of each request. For instance, you can toggle the software to view requests by source, agent, urgency, and so on.

Then, you can use these data trends to ramp up your support activities.

For instance, if you are receiving a high volume of call requests that end up unresolved, you might need to funnel more money towards elevating your call support channel.

4. Ensure Each Request Falls in the Right Support Channel

Another brilliant way to resolve your requests with utmost accuracy and speed is to ensure they show up at the right time and land in the ideal support team.

Picture this: A member of your call team receives a request and is quite unsure on how to resolve it. They have zero knowledge, so they seek help from one of their colleagues. Seconds, minutes, an hour ticks away. Meanwhile, your client is at the end of the line waiting for a response. Your guess is as good as ours- your client is bound to become unhappy.

Yes, humans are limited: it’s impossible to know everything. What you can do, though, is to ensure that each request finds the right personnel to tackle it.

If you have a support software installed, make sure you configure it, so it allocates orders to members who can resolve it immediately.

5. Assist Your Clients to Assist Themselves

You heard that right: One way to reduce the number of tickets in support pipeline is to let your clients solve their own requests.

We know it sounds funny, but statistics show the exact opposite, 70% of clients expect a firm’s website to incorporate a self-service app. 50% think it’s essential to solve service or product issues themselves.

With an operational customer service software, you can build an automated call center. Here, clients can sign in, peek into their order history, ask queries, and look up the knowledge base. But that’s not all. They can also view the library of Frequently Asked Questions (FAQs) whenever they want to.

And once you set up the self-service platform, you can go to the next step. Track what clients search most and then update content to offer timely, vibrant, and helpful information.

Based on the most-searched keywords, you can optimize your knowledge base to help customers fetch the information they need. That’s how you become proactive and eliminate the requests clutter.

Wrapping Up

There are plenty of cutting-edge ways of dealing with your customer support requests. What we’ve highlighted in this article is what we deem very important. Becoming a more proactive support team will need more than just reducing the number of requests streaming in. But that is the starting point.

Ensure you restructure your team and source the best support software so that you don’t run the risk of lower the quality of responses. Through and through, don’t forget the ultimate goal- providing a positive customer experience whatsoever.