Have you ever wondered who had come up with the phrase “Your call is very important to us, please wait?”?
Me too. This is so annoying and reminds me of the old times when the choices were binary. You can either go to this telecom operator or the other one. Lack of choices means lack of empathy for the end user.
I wonder if the people who work at the call centers, smile knowingly when someone calls them and seek help for their problem. And instead of solution they are greeted with the same generic message that other companies do too.
It’s funny, but there are sites who provide you with such scripts, I guess those are sales scripts from the past.
It’s about time to flip the script, better yet burn it down completely.
Making customers waiting is not acceptable anymore. Fintech companies are here to conquer the inefficient rulers of the past.
With the mass usage of apps and the internet, we become impatience, don’t make us wait! There is someone better out there who waits for such feedback to make a better product, service and eat your business..
It’s far better to acknowledge the fact, you won’t be able to serve your customer at the moment, but you could call them in a convenient time and resolve their issue. No need for the dead old call script. Just accept that your customers have something better to do. Your customers prefer you don’t ask them to wait for 20 minutes on the phone. Accept that there are alternatives and it’s so easy to make the switch.
A lot of time, we fell into the trap of everyone is doing it.
Everyone has this calling message so do we. But if everyone’s customers are miserable, so are yours too!
Try to copy things that really matter, things that really work and leave the rest. Create a new path, really focused on your customers. It might be hard, if you are doing a good job it will be hard, since you will introduce novelty. But this is the only way to delight and keep your customers.
Especially now.
What could you do to improve the user experience of your customers today?
Aleks Vladimirov
Solution Engineering Manager at Thales | Senior IT Professional | Startup Mentor and Product Manager