HVAC systems serve an essential role in the household. They keep homes warm during cold months and cool during summer. With this deep level of reliance on HVAC systems, service providers need to be able to respond timely and quickly to the concerns of their customers. Of course, this will require a solid customer service system.
You may already have a system in place, but you can probably improve it further in order to provide better service to your customers. Improved customer service can serve as a marketing tool to get new business. Marketing Messages discusses some strategies you can use to achieve your business goals:
Filter the Urgent
When you have plenty of calls coming from customers, you have to prioritize and address urgent concerns. You can use interactive voice response (IVR) to filter the more urgent calls, but still address the least urgent ones.
Be Quicker to Serve
IVR provides prerecorded voice prompts that can help your customers with their concerns. At the same time, it can reroute the truly urgent calls to actual agents. This way, you provide a quicker customer service.
Be Available 24/7
You can address concerns 24/7 with IVR, but also with a chatbot. A chatbot works in the same way as IVR, but it operates within chatboxes and uses prerecorded messages. You can reuse or integrate your IVR design and data into your chatbox for easier data integration.
Market During Idle Moments
As previously mentioned, you can still perform marketing even in your customer service. Play promotional or informational voice messages during a call or message on hold. This will allow you to entertain, teach, or even attract customers while they wait to be connected to a customer service agent.
With the advice above, you can provide better customer service that will help you retain old customers and gain new ones. You can get more tips from marketing and business professionals, as well as other successful business owners in your field.