LL - Ways we WOW our guests Lesson 9

With so many online companies offering similar services, we can stand above the rest by valuing a good customer experience over anything else.

It’s important to understand the factors that can create a hassle in customer service: 

1. Limited support channels or support not available for preferred channel
2. Delayed response to the support email
3. Hours of waiting on the phone line to connect with an agent
4. Provide the same information repetitively when transferred from one agent to another
5. Asking too many irrelevant questions
6. Complicated processes that confuse customers

Here are some of the ways we work to create a GREAT experience for our guests

We offer multiple support channels including:

1. Email
2. Phone and voicemail
3. Chat
4. "Contact Us Form" on our websites
5. Facebook Messenger

We provide email service as quickly as possible by:

1. Sending an automated response with vital information to every email received in our support queue.
2. Sending a second automated response from a manager to emails waiting longer than 12 hours. We also move these emails into an urgent queue so they are resolved by the next available team member.
3. Promptly sending order and shipping confirmation emails, as well as notifying customers when an item is on backorder. 

We realize that waiting on the phone creates friction and frustration, so: 

• We have a preset hold time of 5 mins max and then they are transferred to voicemail automatically. 
• We give our guests the option to leave a voicemail or request a call back at any time during their wait by pressing 9.
• We play a recording during the wait time that lists ways for them to self-service. 
• We have assigned team members to return voicemails promptly.

We avoid transferring our guests:

• We offer phone menu choices that route our guests to the best team member equipped to resolve their requests.
• We route emails to the best person or team to resolve their request. 
• We train and empower every team member to fully resolve any request so there is never a need to transfer a call. 

We provide personalized service by:

• Using artificial intelligence and advanced Customer Relationship Management software, which allows our customer support agents to have access to real-time information, which authorizes them to deliver personalized services to every customer.
• Placing a call to our guest to thank them and let them know their order has shipped

We identify broken or inefficient processes:

• We provide open lines of communication for team members to report broken processes.
• We provide a way for team members to report customer suggestions. 
• Team leads work to identify issues and simplify processes to prevent issues from arising again. 

What other ways can you think of that we provide GREAT service?