Website FAQs aren’t enough
There are so many ways to make customers’ experiences easy on your website. From ergonomic UX to automated responses, you’d think they’d have everything they need. Sometimes, you might even rely on FAQs or pre-set responses to complaints or queries so as to lessen time on the phone or responding to emails. Unfortunately, in a lot of cases, FAQs aren’t enough.
Many websites follow the trend of making users submit questions and complaints through online forms. You might even find other sites without a telephone number or email in the contact details. The thing is, you have to be prepared for the time when your customer won’t find what he or she needs in your pre-written responses.
Avoid giving them more frustration than they already have by making your customer support more accessible. And when we say “accessible”, we mean let your customers talk to actual human beings who don’t rely on algorithms to answer questions. A study shows that a few years ago, 67% of customers have ended calls because they were frustrated that they could not talk to a live person.