Some companies aim to improve their costumer service by using boilerplates. They believe that it would help them to a better customer service, by speeding up processes. And in theory they could be right. It is considered good customer service to give prompt responses to inquiries and complaints.
BUT…
We live in a time where individuals are used to be treated as individuals. You can adapt you search engine, you can adapt your smart phone, and many companies are adapting their services so their customers get tailored solutions to their needs.
So how can you speed up processes and STILL give a “tailored” answer to the customer? It’s not rocket science:
- Remember ALWAYS that the costs of acquiring a new customer is 6-7 times higher than retaining (and taking good care) existing ones
- Ensure customer service employees that are able to understand what the customer’s inquiry is all about (it is not as obvious as it sounds, many companies fail here…)
- Use boilerplates to speed up INTERNAL PROCESSES, but ADAPT them to each inquiry, so the customer feels that the answer is directed to them ( and not coming from a dumb machine)
You can read more about boilerplates here
