Stop Call Transfers From Killing Your CX: 6 Actionable Strategies to Improve Customer Experience
You know that feeling when you call a company, get bounced around to three different people, and still don't have your problem solved? Yeah, customers hate that. It's a surefire way to make someone frustrated and likely to look elsewhere. This article is all about fixing those annoying call transfers that are really hurting your customer experience. We'll look at some simple, practical ways to make things flow better for everyone involved. Key Takeaways Understand why customers contact you in the first place. Tracking the main reasons helps you figure out what needs fixing. Check how your agents are doing and what problems they face. Talking to them can reveal issues with tools or training. Make your phone menus and routing systems easier to use. Less confusion means customers get to the right person faster. Offer ways for customers to connect through different channels, like chat or email, and keep the conversation going smoothly. Use technology like AI to handle si...