Well, that\u2019s where the list of 7 customer service problem-solving techniques can come in handy. I\u2019ve selected the most original and efficient examples. But first things first.<\/p>\n\n\n\n
What is problem-solving in customer service? <\/h2>\n\n\n\n
Solving customers\u2019 problem<\/a> is more than just fixing the bugs or providing detailed instructions. It\u2019s about being prompt, patient, polite, and staying by their side all the way through. Basically, you need to say what consumers want to hear while not instilling false expectations. <\/p>\n\n\n\n In customer service<\/a>, clients expect something more meaningful than just a financial solution if the issue has occurred. Survey results suggest that only 43%<\/a> of respondents are satisfied with refunds. And 50% said they enjoyed the feedback that involved an apology, empathy, or other compensation unrelated to money. Unsurprisingly, 60% stated that they were happier when they received both.<\/p>\n\n\n\n Customer service management<\/a> manages and analyzes customer interactions and data throughout the customer lifecycle, and crafts strategies for improvement. It\u2019s the responsibility of customer service managers to implement effective techniques for addressing customer needs.<\/p>\n\n\n\n Many aspiring entrepreneurs ask themselves, ‘why is customer service important?<\/a>‘ There are plenty of reasons, but to put it simply, bad user support is not an option if you want your business to thrive, of course.<\/p>\n\n\n\n Poor customer service<\/a> is like an illness that, if left untreated, affects all parts of the business until complete destruction. <\/p>\n\n\n\n Let me elaborate here. Imagine a client faces a problem with a product, turns to customer support, doesn\u2019t get proper help, gets annoyed, leaves a bad review, and discourages people from buying from this specific company. Slowly but surely the brand loses its reputation, fewer leads convert, employees leave for competitors, loyal customers switch to alternatives, and eventually, revenue decreases irretrievably. It\u2019s a pretty grim scenario, isn\u2019t it? But it\u2019s exactly what happens if you provide poor customer service and do nothing to improve things. <\/p>\n\n\n\n To make it a lot simpler to understand, here is an infographic. <\/p>\n\n\n Acknowledging the importance of good customer support<\/a>, some companies provide special training to their agents. What they learn, among other things, is a four-step process of solving problems. It\u2019s four simple steps that customer service reps should follow.<\/p>\n\n\n Now that you’re familiar with the concept, it’s time we deepenned the knowledge. How about learning some practical techniques to battle every issue your clients have? Read on. <\/p>\n\n\n\n In the race for happy and, therefore loyal customers, creativity and the ability to think outside the box will help a lot. Here are some original customer service problem-solving examples that you might want to apply at your company. <\/p>\n\n\n\n Empathetic and faster responses are the key factors for high-quality customer service. Once users know you are taking care of their issues, they can get back to their daily activities. <\/p>\n\n\n\n While the most damaging thing in problem-solving is silence. In the long term, it can ruin your brand and the company as a whole. Try to reply with an apology message during the first 2-5 minutes after the complaint has been sent.<\/p>\n\n\n\n The question is how to ensure high responsiveness? <\/p>\n\n\n\n For that, savvy companies usually leverage special communication tools, like live chat, chatbot, or knowledge base. And I know the one that might be just the thing. Thanks to its rich functionality, the HelpCrunch help desk software (with a shared inbox in the front) allows your agents to handle up to 5 chats simultaneously. You can test the tool for free for 14 days<\/a> now.<\/p>\n","protected":false},"excerpt":{"rendered":"How does bad customer service damage your business?<\/h2>\n\n\n\n
![\"What](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/08\/What-Happens-After-Poor-Customer-Experience-1.png\")
Basic customer service problem-solving steps<\/h2>\n\n\n\n
![\"4](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/08\/4-Phases-of-Problem-Solving-Situation-1.png\")
<\/figure><\/div>\n\n\n\n
7 customer service problem-solving techniques <\/h2>\n\n\n\n
\n
It\u2019s an instinct to defend ourselves when someone insults us. But fighting with customers is a \u2018red flag\u2019 that results in an even bigger brawl.
In most cases, angry clients will be annoyed with something that is not even your fault. However, this won\u2019t stop them from blaming you for all the customer service issues they are facing. In fact, you would often come across customers who have troubles because of their own faults.
But you cannot point it out directly. Otherwise, you will shake their faith in your brand. The best problem-solving technique is to apologize first and ask for more information to investigate it. Because it doesn\u2019t really matter whose fault it is if it\u2019s your responsibility to fix it and reduce possible negative consequences.
When apologizing, try to be creative. Instead of using a canned response \u201cSorry for the inconvenience,\u201d<\/a> send a more human reply.
Brief first-response phrases to extinguish the fire and garner customer satisfaction:<\/strong>
\u201cThank you for reaching out! I totally \u2018feel\u2019 for you. Here is what I\u2019m going to do to turn things around.\u201d<\/em><\/em>
\u201cWow, I am so sorry to hear that. No wonder, you feel this way. Let\u2019s get things right ASAP.\u201d<\/em>
\u201cI appreciate you letting me know about the issue! I definitely will make sure that it gets sorted.\u201d<\/em><\/em>
\u201cOhh, it sounds like a serious issue. I am so sorry you have to go through this. But you\u2019ve come to the right place to get this resolved.\u201d<\/em><\/em><\/li>\n<\/ol>\n\n\n![\"I](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/08\/I-feel-awful-for-you.gif\")
<\/figure><\/div>\n\n\n\n
Our First Aid Basics school teacher used to tell us that in most cases, a fire can be dealt with with a cup of water during the first 1-2 minutes. If the moment is missed, only a troop of firefighters can save the situation.
I feel like this principle applies also to customer service problem-solving. Once you get a complaint, there is a small window of around 2-5 minutes to reply. If you miss it, it\u2019s going to take much more effort to calm down an angry customer. Because with every minute of your silence, they get even more irked.
There are a few ways to provide excellent customer service.
Add <\/strong>live chat software<\/strong><\/a> to your website.<\/strong> It\u2019s a communication tool for instant messaging with users. Some platforms like HelpCrunch<\/a>, for instance, also offer tagging, assigning, sneak peek, and whatnot features on top of that. This way, customer support agents can handle up to 5 chats simultaneously.
A complaint we often saw, as consumers, about online stores was the lack of help that is easily available to you. When we created our e-commerce website, we wanted to resolve that issue by incorporating a live chat directly on our site. Live chat is great because it gives consumers accessibility straight from your website without having to abandon to seek support elsewhere.<\/em> \u00a9 Shares<\/a> William Schumacher of Uprising Food<\/a>.
![\"new-helpcrunch-home-page_widget-open_Zendesk](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2023\/08\/new-helpcrunch-home-page_widget-open_Zendesk-alternatives.png\")
<\/figure>
Leverage AI chatbots. <\/strong><\/strong>Bots can significantly reduce the chat load on agents and change the slow response time. Besides, this way, you will be able to keep assisting your visitors even after office hours. Prompt replies are also an important benefit that comes with chatbots. But be careful, if customer issues are massive, they might not be in the mood to talk to a robot. Considering that in some complex cases, they are not very helpful.
Hire more staff. <\/strong>To deal with a growing number of customer queries, you might want to add more people to your customer service team. Once newcomers master the guidelines policy (it might take up to a few months), they will be able to respond promptly. I suggest using the best customer support tools to reduce wait time while gradually increasing staffing.
One quick and polite reply can save the day and help you solve the problem of customers. Even if the issue will take longer to fix, don\u2019t worry. Your immediate reaction calms the user down because they know \u201cyou are on it.\u201d
<\/li>\n\n\n\n
Why are images more trusted than text?
As studies suggest, humans can process images up to 60,000 times faster than plain text. It means that with a single picture, you can convey more information than with 100 words, for that matter. In fact, images have the ability to transmit abstract notions such as facial expressions or emotions.
Since we are visual creatures by nature, why not take advantage of this to enhance data processing and communication effectiveness?
So, when you send a message to a client saying \u201cWe are on it,\u201d add an image to your reply. It can be anything, depending on the product\/service you sell. For instance, a selfie from the back-end developer fixing the issue or a screenshot showing that you added this task to the team\u2019s to-do list with high priority. This way, your reply looks more trustworthy. Make sure your pictures aren’t blurry. Low-quality images will have the opposite effect on your customers, that’s why it’s important to know how to sharpen images<\/a> when needed.
Especially if it comes to problem-solving on social media, pictures are extremely effective. They increase audience engagement, draw attention, and help users remember your message. On average, Tweets with photos receive a 35%<\/a> boost in Retweets.
You can also use visuals when sharing step-by-step instructions with prospective or current customers. At HelpCrunch, we rely on images frequently to educate our users on how to make the most out of the platform. Recently, one of our customers turned to us asking for help with the Zapier integration. We included a screenshot with notes to our reply, which helped to resolve the issue faster.
![\"HelpCrunch](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/08\/HelpCrunch-and-Zapier-integration.png\")
<\/figure>
<\/li>\n\n\n\n
As they say, \u201cLaughter is the closest distance between two people.\u201d And you should put it to your problem-solving skills.
If you want to close the distance and become more human with the client, try to add a little humor to your answer:
\u2013You made me really sad, I must say.<\/em>
\u2013Yes, John, we are very sad too. Hopefully, we will be able to return you to a better shape soon.<\/em>
But with jokes, you need to be on the alert. While some customers appreciate the humor, others may perceive it as disrespectful to themselves.
Let\u2019s talk about Skyscanner\u2019s sarcastic response in customer service, which I personally found hilarious and quite brilliant.
James Lloyd, a company user, got a suggested itinerary from the app saying he would have a layover in Bangkok lasting 413,786 hours, or 47.2 years. He immediately complained about the glitch and wanted to reproach the brand with this.
However, the customer service agent was not taken aback and responded quite creatively, which made the answer memorable and viral.
![\"Skyscanner](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/08\/Skyscanner-funny-reply.png\")
<\/figure>
Skyscanner<\/a> replies to the customer complaint<\/em>
Don\u2019t forget about funny gifs and even funny respond to customer’s meme<\/a> that could definitely turn things around and make your customer smile. That’s the future of customer service<\/a>!
<\/li>\n\n\n\n
I\u2019d say this is the most intuitive technique which rarely comes even in the most detailed customer service checklist<\/a>. When we make someone feel bad, the immediate reaction is to compensate for the damage and give something in return. This approach immediately defuses a potentially problematic situation.
Discounts, free items, or other bonuses direct the customer\u2019s attention to the benefit they\u2019ve just received. So, instead of being angry about an issue, they feel happy with the gift you\u2019ve given them.
However, there is a downside to such a tactic \u2013 it doesn\u2019t guarantee that a client will return. They can just take a free item and never come back.
If you want to attract a customer to use your service again, then consider offering a coupon or voucher for the next purchase. This way, it\u2019s more likely your unhappy buyer will return, giving your company the chance to earn back customer trust and loyalty.
Not for nothing, KFC gives vouchers to dissatisfied customers (because it really works magic). Let\u2019s say a consumer orders delivery from the restaurant, receives a package and realizes that a caramel milkshake is missing. They were furious because this milkshake had been the most wanted item, and they texted the support department with a complaint.
A friendly support representative apologizes sincerely, makes a refund, and offers a voucher for a free milkshake. The customer\u2019s anger has gone away. Now they are calm and satisfied again, and customer loyalty is not far from being THE case. <\/li>\n<\/ol>\n\n\n![\"Keep](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/08\/KFC.gif\")
<\/figure><\/div>\n\n\n\n
There are those customers you just can\u2019t lose because they form the backbone of your revenue. In such circumstances, it might be necessary to take your apologies to a new level, namely offline. Such a technique allows your unhappy customers to feel special and appreciated.
For instance, invite the customer to come to your office and talk properly about the issue and what you can offer them as a workable solution. It shows that their complaint is being taken seriously.
I can think of another more creative way to say sorry \u2013 send your angry customers a gift in branded packaging. Include some things that most people enjoy, like sweets, tea collection, branded stationery items, etc. The gesture is what counts the most here.
There are some firms (Sorry As A Service, for instance) that can help you with that. When your company fails the client in any way, you turn to such a company for help. You list what your \u201csorry\u201d package should include, and the guys take care of the rest. <\/li>\n<\/ol>\n\n\n![\"Sorry](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/08\/Present.gif\")
<\/figure><\/div>\n\n\n\n
If you had two options, either resolve an issue by yourself or with the assistance of a customer representative, what would you choose? Interestingly, 67%<\/a> of respondents go for self-service instead of using communication channels and speaking to a support agent.
That\u2019s why we cannot fail to mention this problem-solving technique since it\u2019s the most preferred way for many users. It\u2019s especially true if you target millennials, a tech-savvy generation who got used to researching answers online. Human interactions are only necessary if all the existing ways of troubleshooting fail.
In case young users feel that it\u2019s too complicated to find the answers online, they will complain. And, most probably, they won\u2019t text your support agents about their displeasure. Instead, they will go to social media directly to share their negative experience. Twitter, Facebook, Instagram, and now TikTok are today\u2019s users\u2019 weapons against your poor product quality or service.
How to ensure a self-help option for your customers? <\/strong>
Deploy a knowledge base feature<\/a>. It\u2019s a \u2018help yourself\u2019 functionality that allows users to find answers without a hint of your assistance. If a customer wants a refund, they can chat with your agents and ask \u2018how to\u2019 for the thousandth time. Or, they can read a step-by-step help article in your knowledge base.
If you decide to go with the HelpCrunch software, you can in-build the knowledge base feature into a live chat widget so that customers don\u2019t have to look for it across the website. This way, customers’ problems<\/a> have all the chances to be addressed without service reps. <\/li>\n<\/ol>\n\n\n![\"HelpCrunch](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2022\/09\/HelpCrunch-knowledge-base_widget-open.png\")
Conclusion<\/h2>\n\n\n\n