Speed is a crucial component of customer experience

When your company serves customers or tries to onboard a new customer, then the speed of the response is the key to success.  We will show you why it matters and how to achieve this goal.

What is fast?

When a customer’s request is waiting in a queue for longer than one day, then this is slow for sure. In the past, it might have been acceptable. Life was quieter and information travelled on paper and in documents. Now, in the era of modern technology and customer experience, this is not acceptable for the customers.

We know that our customers are online all the time and this leads enterprises to provide services for them instantly. In Feelingstream, we have helped our customers evaluate the matter of speed in customer service. After analyzing millions of customer conversations in the Nordic countries, we can say – speed matters the most. Faster response leads to better business results. Enterprises may handle the conversations in different way. They may offer support in chat, email, web request, SMS or automated chat channel (like virtual assistant or chatbot). But no matter which channel it is – speed and high-quality service – this is the winning recipe.  

Customer Status vs Case urgency?

Over the years, speedy customer service has been a privilege for high-worth customer relationships. This is normal for private banking services in the Financial sector. If the consumer belongs to a certain customer segment – the service level is higher.  In the past years, the need to maintain customers has increased and content-based case prioritization is the way to ensure a good customer experience. If you as a user need a fast response to your complicated question, because you have to make some crucial decisions – then your case should be handled with the quickest speed. In some other cases, you might be willing to wait a bit longer.

Analysis of emails can also help to find sales potential and reach more sales.

Use AI to lead your speed

In Feelingstream we have implemented such an approach for several enterprises that handle a large number of customer cases per day. The feedback has been excellent. The end customers are surprised and positively challenged if the service provider is contacting them about their urgent matter after 15 minutes of the message delivery. If this is a compelling case for the customer and the reply comes in a fast manner – this is a genuinely memorable and great engagement.

Feelingstream is developing a platform for making smart decisions in customer service. If you would like to know more about use cases and technology, check out other posts in our blog. Make sure to also read our post about designing the customer experience via customer service communications.

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