Dena had some questions about her water bill, so she looked for answers on the utility’s website. She didn’t find specific answers, and she really didn’t want to get on the phone with somebody at the time and risk staying on hold. She had lots going on, but she noticed the opportunity to use the chat function. So, she clicked in.
When the chat conversation was done, Dena signed off. Immediately afterward, she received an e-mail. It was a transcript of the chat. She had never used the chat before, and she was surprised to receive the e-mail. But once she reviewed it, she loved it!!
Whether you – as a customer service representative – just completed a chat with a customer, ended a phone conversation, or wrapped up a face-to-face conversation, these follow-up communications are often exceptionally helpful to the customer. There are several ways that your customers benefit from chat transcripts or other documented follow-ups to your conversations:
- Documentation: The customer has a record of the conversation, the issues, potential solutions, and the actions to take.
- Trust-building: The customer sees that the company also has documentation, and they are willing to stand by what was communicated during the encounter.
- Quick Access: The customer can easily find a record of the prior communication.
- Accountability and Follow-Up: It offers a checklist of what the customer or the company are expected to do next.
- Time-saving: Customers are less likely to have to repeat their story during the next encounter, since they can just reference the transcript.
- A Sense of Feeling Valued: Customers feel like they’ve been heard, and the conversation was important enough to the company to document.
When you complete that encounter with the customer, if you want to build their trust, make their life a little bit more simple, build in some accountability on next steps, save them some time, and help them to feel valued, provide an immediate follow-up communication.
Wrap it up right. Use follow-up communications to WOW customers.
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