One day, while Hanbyeol was working as a radio story writer, Hyeonta came. I also feel sorry for the customers who are waiting, and work piles up. She decides to stop getting emotional and think logically. At this time, she began to look at consulting statistical data for internal persuasion. First, we conveyed facts through numbers. “Looking at the data, inquiries about course extensions are in the top 5, and 40% of the support bot click rate is about course extensions. Do you know how much friendlier other consultations can be by reducing ping-pong just for this!?” The seriousness of the situation was also emphasized by conveying the context. “Among those who request a course extension, there are also customers who have never renewed the course. They ask for a refund if the course extension is delayed. If CX extends the course ticket on its own, they can manage it well.” By persuading the organization in this way, Class 101 manages course extensions under the authority of the CX team. Continuously repeated inquiries can be resolved by raising an issue and having the authority of the CX team.
If we need the authority let us actively obtain it
By persuading him with the weapon of data. Step 3. Customer solves it right away To take Hong Kong Telegram Number Data the customer’s side, you have to be a whistleblower Operators should not work silently due to a nice guy complex, thinking, ‘It’s all my fault.’ In order to protect our people the CX team sometimes has to become a whistleblower who plays the villain. Let’s go back to the Class 101 example. Is it only the customer’s fault for requesting a course extension? In fact, there are many cases where requests for course extensions arise due to product issues. It is the role of the CX team to discuss and resolve these issues with the product team. The right to transparently know how much time is left in the course period Let’s periodically remind ourselves of the remaining course period! If delivery of required materials is delayed, the course period has the right to be extended Let customers set their own course start date! The right to pause if personal circumstances arise Let’s add a pause function within the product.
So we set greater goals Immediately
CX team took the lead and started ‘Set up the completion rate!’ Like Class 101, achieve Uruguay Phone Data a greater goal so that customers can solve problems right away without getting stuck in the product! A completion rate project that starts with course ticket extension and is full of ambition! To transfer authority, let all members know the voice of the customer. Are you tired of ping-ponging between customers and business units? In order to claim the necessary authority, it is really important to empathize with what the real problem is. Silicon Valley’s Y Combinator recommends keeping a customer service phone next to the development team. This is a measure taken by the development team to listen to customer inquiries vividly. No matter how much the operator provides feedback about the product to the development team, it may not be felt directly. So, while listening to the consultation on the phone, we let customers know how much inconvenience they are experiencing and the seriousness of the situation.
