Customer response time is one of the most underestimated strategies to grow your tech business to the next level. When customers only have to put forth a minuscule amount of effort to talk to a support team, their loyalty increases and impression of the company improves drastically. Whether the interaction is one on social media or an inquiry that takes some concentration to deal with, it is important to maintain a response that will meet or, preferably, exceed expectations of the customer.
Adam Toporek, author of Customers That Stick, found that 96% of customers who reported a high effort customer service experience were disloyal to the company in the future, and that 2/3 said they will not spend money with companies that require a high amount of effort to reach. Accoring to the article “Consumers rarely get the two-way dialog with brands they want on social media” in TechJournal, studies from the Lithium Network Conference found that Leading-edge technology and a mature, strategic approach to measurement can help companies realize the full potential of responding and interacting with customers.
There are a variety of tools businesses can use to organize and execute their specific response time goals. MobileDay’s use of VictorOps, FreshDesk, and Pivotal Tracker enable us to be as efficient as possible.
FreshDesk helps organize and prioritize email inquiries from customers and creates the ability to forward certain emails to certain employees, as well as canned responses to respond quickly to common questions.
VictorOps has given MobileDay the ability to page specific employees based on the knowledge and expertise needed to answer a customer. With certain tools and an emphasis on getting back to customers, MobileDay has achieved an average response time of 3.5 hours and that increases with paying customers, executives, and social media responses.
PivotalTracker provides a way for MobileDay to implement agile methods to craft the roadmap of the product. We have several touch points with the customer including: Facebook, independent blogs, Twitter, Google Play Store reviews, Apple App store reviews, and customer support tickets. Different people handle these touch points, and Pivotal Tracker is the centralized location for us to submit requests internally. These requests are then received by the engineering team, and the priorities are laid out. This creates an organized system of internal communication that ensures delivery of the most desired features for our customers.
The use of these tools is critical to MobileDay’s short response time. We work hard to make sure all of our team members are fluent in the tools, and that they use them consistently. Prioritizing inquiries, the right person being notified of a problem, and seamless internal communication are our keys to success.