Two myths about SMS marketing are that it's intrusive and expensive.

But is it intrusive?

With mailboxes flooded by marketing emails, now more than two in five consumers want to hear from brands through SMS. In fact, consumers from ages 25 to 54 prefer to communicate with brands via SMS over email. SMS is a viable marketing channel. 

Now, is it expensive? 

In this post, we will break down SMS marketing costs, all contributing factors, and how you can build a cost-effective campaign. 

TL;DR: Using CoEngage, you can send a text message in the US for as little as $0.0095 per SMS. More on this later. 

10 Factors That Influence SMS Marketing Costs

Many factors contribute to SMS marketing costs, majorly campaign size, location, and the provider you choose. Here are the top aspects that influence costs:

1. Location

Firstly, the pricing will vary depending on the location of the consumers you are targeting. For example, CoEngage users can send one SMS at a cost between $0.0095 and $0.013  to US consumers. There are additional carrier fees, which will be explained in the next point. 

2. Carrier Fees

Mobile carriers are service providers that deliver messages. Popular mobile carriers are AT&T, T-Mobile, and Verizon. These providers charge a small price called carrier fees, which are added to the SMS cost. 

3. Message Type

If you opt to send an MMS with media images, videos, or GIFs instead of a text message, then the charges can go slightly higher. For instance, for CoEngage users, the cost of sending MMS ranges between $0.029 and $0.039.

 4. Target Audience Size

The more consumers you reach out to, the higher the cost. The pricing scales with the volume of the contact list. 

5. Message Volume

Beyond the contact list, the number of text messages you plan to send in a month also significantly impacts the overall cost. Providers offer different pricing plans based on message volume. Assess your expected volume in advance to choose the right package.   

6. Provider Charges

The cost of SMS marketing largely depends on the service provider you choose and the pricing plans they offer. Three common types of pricing models are:

• Pay-as-you-go: You pay based on message volume and features used.
• Subscription: You pay a flat subscription, which includes a fixed message volume and features in it. 
• Hybrid: You pay a flat subscription for a certain message count limit. After exceeding the limit, pay-as-you-go pricing is enabled, and you are charged based on the message volume. 

Compare the pricing models across different providers based on your expected volume and features. Find a provider with a pricing model that fits your budget and requirements.

7. Phone Number Type

SMS marketing rules are getting stricter to save consumers from spam. You would need a registered number for business text messaging. Below are three main phone number types that you can use for texting:

• Long code: Long code is your usual 10-digit number that looks like a standard phone number. Example: (415) 555-XXXX. Due to the familiar format, messages from these numbers look more personalized and are effective for smaller SMS messaging campaigns. They allow two-way messaging so they can accept replies from consumers.
• Short code: Short codes are typically 5 to 6-digit numbers assigned by carriers for sending and receiving SMS messages. They are often used for mass notifications, marketing campaigns, and customer support. Shortcodes are relatively expensive compared to long-code and toll-free numbers. 
• Toll-free numbers: Toll-free numbers are a hybrid between short codes and long codes. Toll-free numbers support two-way communication, allowing businesses to engage in interactive SMS conversations with their consumers. Toll free is more cost-effective than short codes.

Tip: With CoEngage, you can get a phone number toll-free for free. We are waiving off the toll-free registration charges for all our users. 

8. Keyword Costs 

An SMS keyword is any word or phrase your consumers can text back as part of a campaign. For instance, If you are planning a Thanksgiving campaign, you can ask consumers to reply 'Thanksgiving' keyword to learn more about the offers. 

SMS keywords are usually used for opt-ins and to get a heads-up from consumers if they are further interested in any particular campaign. SMS marketing providers often charge for the usage of any specific keywords.  

9. Customer Support

Another factor that impacts the cost of SMS marketing is the type of support you expect from the provider. SMS marketing providers offer different pricing plans, each with varying levels of customer support. For instance, basic plans usually provide no customer support, mid-level plans may have email or chat support, and enterprise versions can have onboarding or 24*7 support. 

10. Advanced Features and Customization Options

SMS marketing providers can also offer advanced features like segmentation, personalization, AI support, analytics, etc. These features help in designing an effective campaign. The catch is these features could be included in their existing pricing plans or may come at an extra cost. Check for the below features and their pricing before making the decision. 

• Does the provider allow the segmentation of users into smaller groups with specific attributes such as age, gender, location, purchase history, address, etc?
• Does the provider support automation to trigger SMS automatically at a predetermined time or in response to any user action?
• Does the provider have an analytics report capturing KPIs like open rates, click-through rates, conversion rates, and opt-in and opt-out rates?
• Does the provider offer any AI features for campaign support?

Additional Costs To Consider | SMS Marketing Pricing

Below are additional features that can impact SMS marketing costs. While some of these features may be available in the existing pricing plans, some of them could be chargeable. 

1. Integration

Does the SMS marketing provider offer all the necessary integrations? A few must-haves are integration with other platforms like Customer relationship management (CRM)  tools, eCommerce tools, or other marketing tools. Are the integrations available for free, or do you need any enhanced functionality (which is chargeable)?

2. Compliance 

Does the SMS marketing platform follow all compliance and legal considerations? For example, in the US, businesses must follow the Telephone Consumer Protection Act. It is a federal law to safeguard consumer privacy. It prohibits marketers from sending any marketing messages if the consumer has not given prior consent. The law also provides timings in which businesses can send marketing messages, i.e., between  8:00 AM and 9:00 PM local time. 

While the SMS marketing providers do not charge separately for compliance, it's important to assess different platforms to find which one is compliant. 

3. Subscribe List Maintenance

SMS marketing providers have a limit on the consumer list in different plans. For instance, the CoEngage starter plan captures 5000 contacts. On the other hand, the pro plan allows unlimited contacts.

4. A/B Testing and Optimization Costs

Another additional cost in the pipeline is the cost of testing campaigns before the actual launch. It includes sending sample emails with different subject lines and content to optimize the campaign before the launch. 

5. Response Handling Costs

Two-way communication or handling responses from consumers may incur additional charges. This includes maintaining opt-in/opt-outs and managing customer responses. If you wish to integrate these responses into your existing systems and store them in CRM or customer support platforms, it may further increase the costs.

How To Calculate ROI on SMS Marketing Campaigns

Calculating return on investment (ROI) for SMS marketing campaigns is assessing how much profit you gained against the investment made. 

The steps to calculate ROI are:

1. Determine total revenue: Find the total revenue generated by the campaign. For example, the number of conversions, purchases, etc. 

2. Define campaign cost: Sum up all costs associated with the SMS campaign. It includes SMS marketing platform fees and any additional expenses.

3. Determine net profit: Find your profit against the investment by subtracting campaign cost from the revenue.   

Net profit= Total revenue - Total campaign cost

4. Calculate ROI: You can calculate ROI with a simple formula.

ROI = (Profit/Campaign cost)*100

Let's understand with an example. You planned an SMS marketing campaign in which you sent promotional emails to 15000 contacts using the CoEngage growth plan (priced at $79 per month). Out of 15000 contacts, 800 consumers made a purchase of $50 each.

Total revenue = 800*$50 = $4000

Campaign cost = $79

Net profit = Total revenue- Campaign cost = $4000 - $79 = $3921

ROI = (Net profit/Campaign cost)*100 = (3921/79)*100 = 4963.29%

Plan Cost-Effective SMS Marketing Campaigns With CoEngage

CoEngage offers a generous growth plan for small and medium businesses with up to 25000 contacts at just $79 per month. And Enterprise versions with unlimited contacts started at just $199 per month. Get in touch with our team to design the most cost-effective SMS campaigns.

For more than a decade, contact centers have been integral in helping organizations and key stakeholders address customer needs and influence their perception of the company’s brand, products, or services. 

Undeniably, its role in delighting customers is growing, and at the same time, today’s contact centers have to adapt to changing customer behavior. 

Findings from a McKinsey case study show that more than half of B2C customers engage with five to six digital channels before they make a purchase decision or resolve a request. This means contact centers must use multiple digital channels to engage with customers. 

That’s where a multichannel customer care strategy allows companies to integrate multiple channels within the agent desktop, enabling contact center agents to handle multi-channel customer interactions. This saves them the gruntwork of spending unnecessary time logging into different systems to manage multiple channels separately. 

Throughout this article, we discuss the top providers of multichannel contact centers, their key features and cons, and help you decide which is best for your business needs. 

What is a Multichannel Contact Center? 

A multichannel contact center is a cloud-based customer service solution integrating different communication channels into one platform. It helps businesses and customer support teams assist customers through channels where the audience resides, including SMS, voice, email, and social media. 

Your customer service agents must be available on multiple channels to fulfill this demand and ensure quick, easy, and seamless customer service. 

What are the Key Features of a Multichannel Contact Center?

A multichannel dashboard

The dashboard is where your agents access the different communication channels, voicemails, call logs, and reports. The channels are usually located on the left-side menu. New activity triggers a notification that agents can click to go to the relevant channel, whether it’s voice, SMS, WhatsApp, or email.

During active calls, the dashboard displays customer interaction history, contact details, order history, and options to change channels.

Advanced dashboards also include AI tools that provide canned responses and educational resources from the company knowledge base to assist customer support agents.

Call queueing

Call queuing puts all the inbound calls into a virtual queue and creates a waiting list for your customer support agents. This allows for:

• More organized call management
• The prevention of agent burnout
• Insight into important customer service metrics like the average wait time

Agents can view who’s in the queue, how long they’ve been waiting, and the expected wait time before responding to a caller.

Advanced multichannel call center software has an automated callback feature that notifies callers when an agent can answer their queries.

Routing and IVR

Multichannel contact centers have built-in routing and Interactive Voice Response (IVR) menus. Automatic call distribution (ACD) automatically directs customers to the best-suited agents across different channels, depending on the issue. 

IVR lets customers self-resolve basic issues when call agents are unavailable or direct themselves to a queue, announcement, or agent based on their speech or dial tone.

Integrations with third-party apps

Multichannel contact centers integrate with CRM tools (like Zoho and Salesforce), team communication systems (like Slack), and information databases (like AirTable) for real-time flow of information between the contact center software and the other business systems your organization uses. 

Auto-dialer 

An auto-dialer automatically calls leads and analyzes their responses.nIf it detects a human, the call is transferred to an available agent. If it detects voicemail, a pre-recorded message is left for the lead to follow up on.

Why Set up a Multichannel Contact Center? 

Get advanced contact center insights

Multichannel contact centers offer analytics and reports that help you monitor:

• Queue activity 
• Customer behavior
• Team productivity 
• Call volumes
• Customer satisfaction levels

This information helps you understand how well your business is performing, which channels are more popular, and what problems are common among your customers. 

Improves customer service experience 

Salesforce reports that 90% of buyers believe a business's experience is as important as its products or services. Customer service is an important aspect of this experience.

With multiple communication channels, customers can choose the channel they prefer to contact your business, making customer service convenient and personalized. 

Improve agent morale and performance

Multichannel contact center software not only improves customer service but also simplifies the job of your customer support agents. 

A centralized dashboard summarizes all communication channels and customer profiles, enabling agents to respond to clients without monitoring multiple platforms or digging around for important information. Auto dialers and IVR menus are multichannel contact center features that reduce your team’s workload. 

The Top Multichannel Providers In 2024

1. Plivo CX

With Plivo CX’s multichannel customer service contact center, multichannel success is no longer overwhelming or an unachievable aspiration. 

If you’re an eCommerce brand on Shopify, Plivo CX lets you focus on multichannel journeys and provide personalized attention by unifying chatbots, live chat, SMS, and WhatsApp into one conversation. 

To enable businesses to deliver a cohesive customer experience at every touchpoint, Plivo CX has native voice capabilities, which means you don’t need to engage with third-party vendors for in-call features. 

As the best multichannel contact center provider, the additional capabilities of web and in-app chat embedded directly into your website or mobile application let customers interact with you directly while they shop and post-purchase. 

Key Features

• Inbound and outbound calling is complemented with data-driven routing (which directs callers to the most appropriate agent based on their information) and a programmable IVR for shorter wait times
• You also get toll-free numbers in 50+ countries and call recordings for training and quality assurance purposes
• SMS support that allows you to send messages while on call with a caller. You also get drag-and-drop workflows for proactive updates to reduce inbound support
• Offer WhatsApp support with automated responses to common questions and data-enhanced bot conversations
• AI-powered chatbots are capable of sending and receiving documents and photos for faster issue resolution
• Native integrations with nine popular third-party apps, including Shopify, Zendesk, Zoho, HubSpot, and Salesforce
• A drag-and-drop interface helps you build automated customer journey workflows

Limitations

• Lacks features related to quality assurance and workforce management

Pricing

• Growth: $19/user/month with 2000 chat sessions per agent and unlimited SMS
• Business: $39/user/month with 3000 chat sessions per agent and unlimited SMS
• Enterprise: 4000 chat sessions per agent and unlimited SMS. You’ll have to request a quote for pricing

Channels supported 

Voice, SMS, WhatsApp, and live chat

Plivo CX ratings and reviews

• G2: 4.5/5 (700+ reviews)
• Capterra: 4.3/5 (80+ reviews) 

2. Gladly

If you’re looking to ditch tickets and transition your support reps into revenue drivers and growth champions, Gladly is your AI customer service platform for multichannel support.

Combine the strengths of your contact center agents and AI-powered personalized self-service to free your agents from redundant tasks and focus on creating loyal customers. 

Ecommerce and B2C businesses with an omnichannel shopping experience use Gladly to consolidate multiple contacts from individual customers and increase the response time. 

Key Features

• A unified dashboard shows every customer conversation in a single place regardless of the channel, offering agents a complete history of customer interaction
• AI features help you reply to messages, summarize conversations, and generate marketing copy
• Gladly Sidekick offers a personalized self-service experience across multiple digital channels

Limitations (G2)

• Overwhelming user interface 
• No dark mode or color-blind support
• For a small business with limited, implementing Gladly can be a cost-deterrent 

Pricing

• Hero: $180/agent/month with multi-channel communication, unified customer view, a centralized knowledge base, and more
• Superhero: $210/agent/month with customer reporting, 99.9% uptime, and premium support

Gladly CX ratings and reviews

• G2: 4.7/5 (895 reviews)
• Capterra: 4.8/5 (123 reviews)

Channels supported: Voice, email, SMS, social media, live chat

3. Kustomer

‍

If you’re in an industry like insurance that needs a unified communication system for cross-functional teams to collaborate and have visibility into the various customer interactions that different teams manage, Kustomer is an enterprise-level multichannel contact center solution for you.

With native integrations, teams get a real-time data stream which the business intelligence team uses to build their reporting. Whether through phone, SMS, email, or chat, you shouldn’t leave knowledge gaps with customer communication and Kustomer helps you do that with AI-powered customer service CRM. 

Key Features

• A timeline view displays each customer interaction in chronological order
• An easy-to-navigate, searchable, and SEO-friendly help center that you add to your app or website to reduce the burden on your agents
• KIQ Customer Assist is an AI tool that responds to customer queries in a conversational tone using only information from your knowledge base

Limitation (G2)

• Integrated tools like Shopify load slowly inside Kustomer
• Customer satisfaction surveys are sometimes missing and have to be searched for
• Frequent downtime

Pricing

• Enterprise: $89/user/month with multi-channel communication, voice provider integration, proactive service, and more
• Ultimate: $139/user/month with real-time user supervision, enhanced routing, real-time dashboards, and more

Channels supported: Chat, social media, email, voice, and SMS

Kustomer ratings and reviews

• G2: 4.4/5 (411 reviews) 
• Capterra: 4.6/5 (56 reviews)

4. Gorgias 

‍

Gorgias is an AI-powered customer service platform for Shopify merchants—helping them become an omni-available brand. Automation allows you to provide responsive service on every channel, 24/7, for every question, without hiring extra agents. 

The suite of features, such as Helpdesk, autoresponders, and article recommendations from your help center, saves your team hours each week and offers a great experience for your customers. Your agents will spend less time answering questions, and with the article recommendations, your customers will save time following up. 

Key Features

• AI ticket management prioritizes, assigns, and tags every incoming ticket automatically
• Customer context, such as previous orders, subscription details, and reviews
• Canned responses for FAQs give your agents a headstart and standardize answers

Limitations (G2)

• Limited reporting features
• A steep learning curve
• Automation can be expensive 

Pricing

• Basic: $50/month with 300 monthly tickets
• Pro: $300/month with 2000 monthly tickets
• Advanced: $750/month with 5000 monthly tickets

Channels supported: Email, chatbot, social media, voice, SMS, and WhatsApp

Gorgias ratings and reviews

• G2: 4.6/5 (507 reviews)
• Capterra: 4.7/5 (111 reviews)

5. Help Scout

‍

Think of Help Scout as your unified platform for every customer, vendor, and partner conversation. Built for financial services, SaaS, and ecommerce platforms, Help Scout offers personalized agent support and self-service options for customers to find answers to their questions quickly and easily. 

Use AI to summarize conversations and improve your replies, automation to build customizable workflows, access customer data and their activity at a glance, and integrate with business sources to make your contact center agents’ life easier. 

Key Features

• A shared inbox where your team members collaborate and interact with customers across multiple channels 
• Collaboration features like assignments, private notes, and real-time collision detection ensure only one team member interacts with a customer
• A no-code help center with customizable colors and access control

Limitations

• Lacks support for SMS or voice (Website)
• Buggy workflow automation that doesn’t always work (TrustRadius)
• You can’t ask customers whether your knowledge base articles were helpful (TrustRadius)

Pricing

• Standard: $20/user/month with 2 shared inboxes and 1 knowledge base
• Plus: $40/user/month with 5 shared inboxes and 2 knowledge bases
• Pro: $65/user/month with 25 shared inboxes and 10 knowledge bases

Supported channels: Chat, live chat, email, and social media 

Help Scout ratings and reviews

• G2: 4.4 / 5 (403 reviews)
• Capterra: 4.7/5 (207 reviews)

Your Multichannel Contact Center Search Ends with Contacto

If you’re a small business or an ecommerce store looking to address customer needs and interactions over multiple channels and platforms, Plivo CX is your solution of choice. 

You get an easy-to-use agent for Windows and Mac, a drag-and-drop setup, toll-free numbers in 50+ countries, and SMS and WhatsApp support. Book a demo today!

Once you start using Plivo CX, focus on the popular channels among your customers to avoid getting overwhelmed.

In the digital age, SMS remains a cornerstone for user authentication, particularly through One-Time Passwords (OTPs). However, this reliance has made businesses vulnerable to a growing threat: SMS pumping fraud.

What is SMS pumping?

SMS pumping, also known as Artificially Inflated Traffic (AIT) or SMS toll fraud, is a fraudulent scheme where attackers exploit SMS-based services to generate large volumes of fake traffic. This is typically achieved by:

• Automated Bots: Using bots to flood online forms with fake OTP requests.
  
• Premium Rate Numbers: Directing these requests to phone numbers that incur higher charges, often controlled by the fraudsters or complicit telecom operators.
  

The perpetrators profit by receiving a share of the revenue generated from these inflated SMS charges, leaving businesses to bear the financial burden.

Real-World Impact: The Twitter Case

A notable example of SMS pumping's financial impact is Twitter (now X). In 2023, Elon Musk revealed that the platform was losing approximately $60 million annually due to SMS pumping fraud. The scheme involved over 390 telecom operators worldwide, who were either complicit or negligent in allowing the abuse of SMS services.

How does SMS pumping work?

The process typically unfolds as follows:

1. Targeting Vulnerable Endpoints: Attackers identify websites or applications that send OTPs via SMS.
   
2. Flooding with Requests: Bots submit numerous fake requests, often using disposable or premium-rate phone numbers.
   
3. Revenue Generation: Each SMS sent to these numbers incurs a cost, which is shared with the fraudsters.
   

This leads to significant financial losses for businesses, as they pay for messages that serve no legitimate purpose.

Signs Your Business Might Be a Target

Be vigilant if you notice:

• Unusual Traffic Patterns: A sudden spike in OTP requests, especially from unfamiliar regions.
  
• Sequential Number Requests: Multiple OTP requests to consecutive phone numbers, indicating automated bot activity.‍
• Low Conversion Rates: A high number of OTPs sent but a low rate of successful authentications.

Preventive Measures: Safeguarding Your Business

To protect against SMS pumping fraud, consider implementing the following strategies:

• Rate Limiting: Restrict the number of OTP requests per user or IP address within a specified time frame.
  
• Bot Detection: Use CAPTCHA or other bot detection mechanisms to prevent automated submissions.
  
• Geo-Blocking: Limit OTP requests to regions where your user base is located.‍
• Traffic Monitoring: Regularly analyze traffic patterns to identify and mitigate suspicious activities.

Plivo’s Solutions to SMS Pumping

Recognizing the growing threat of SMS pumping, Plivo is proud to offer two innovative tools, free of charge, designed to protect your business from fraudulent SMS traffic:

1. SMS Pumping Protection for OTP Traffic: This solution is specifically built to safeguard your SMS API endpoints that handle OTP traffic. By detecting and preventing fraudulent OTP requests, it helps ensure your messaging services remain both secure and cost-effective. Read more about SMS Pumping Protection here.
   
2. Fraud Shield for Verify Applications: Designed for applications leveraging Plivo’s Verify API, Fraud Shield delivers advanced fraud detection by analyzing traffic patterns, identifying anomalies, and blocking suspicious activities. This ensures your verification processes stay protected from abuse. Read more about Fraud Shield here.

Learn more about Plivo’s tools for combating SMS pumping by requesting a trial.‍

At Plivo, we’re focused on making the 10DLC registration process as simple for our customers as possible — we’ve even won some awards in the process. Today, we’re excited to bring you an updated 10DLC console experience that gives you even more visibility into the entire brand and campaign registration process.

What’s new in the console experience?

Now you can view all the information you’ve submitted, including the sample messages provided to the carriers. In the event that your campaign is declined, you can see the error code and the reason for rejection. This enhanced visibility simplifies the process of fixing and resubmitting your campaign. Additionally, email alerts will instantly notify you of any status changes.

Let’s take a quick tour of what’s included in the console’s new profile, brand, and campaign screens.

Step 1: The profile screen

Profiles help Plivo understand your business and the types of messages you’ll be sending. Complete the profile section with your company information, details like your website URL and industry, and your EIN or Tax ID number. We also need a physical address and a dedicated contact. Once you’ve completed and submitted your profile, you’ll move on to the brand registration page.

Step 2: The brand screen

Start by selecting the profile you want to use for brand registration and providing details about the level of vetting you want the carriers to provide.

Then, give consent to share the required documents with The Campaign Registry (TCR) before you hit submit. Note that it may take up to a week for your brand to be registered. The results will show on this screen; you’ll also receive an email from Plivo notifying you when your brand has been approved or rejected.

STOP and review these campaign registration tips

Before you register your campaign in the console, take the following steps to avoid any issues or delays.

• Review the costs associated with 10DLC campaign registration. Make sure you have a standard account with sufficient Plivo credits to cover these costs. Learn more here.
• Campaigns can only be created for verified brands. Ensure that your brand is verified before creating a campaign.
• The Campaign Registry (TCR) and carriers expect businesses to provide details in a certain format. Make sure you have reviewed our 10DLC registration guidelines.

Step 3: The campaign screen

When you’re ready to launch a new campaign, select the brand for which you want to create a campaign and provide the required details. Fill out the form and submit your campaign to the TCR.

All campaigns are manually reviewed by carriers; various aspects of the campaigns are examined closely. As a result, campaign reviews now take between six and eight weeks. You can check the status of your campaign registration in the console and you’ll be notified via email once it has been approved or declined.

You also link phone numbers within the campaign screen. Keep in mind that numbers can only be linked to a campaign that has been approved by carriers (the “Registration Status” should be “active”).

To link a phone number, click on the campaign you want and navigate to the “Numbers” tab for that campaign. You will be able to see the list of numbers already linked to that campaign, add new numbers , or upload a list of numbers via CSV. You can also unlink a number to make it available for use somewhere else.

Email notifications

Users can now set up email alerts for up to 10 recipients in Plivo’s console. Receive an email  each time a brand is registered, fails verification, or when a campaign is approved or rejected by carriers.

10DLC resources

10DLC registration is complex and there’s a lot to keep track of. Now, you can do it even more easily within the Plivo console. Check out our list of related resources below or contact our support team if you need help.

• Plivo’s A2P 10DLC Overview
• Updated Console FAQ
• Here are our 10DLC Registration Guidelines
• What is the 10DLC campaign vetting process?
• Why was my campaign registration declined?
  

10 Tips for Better Contact Center Management

Contact centers have become essential hubs for businesses aiming to offer exceptional customer service, and each contact center needs a manager to steer the ship.

Mastering contact center management is foundational for fostering a strong customer service team, providing an unparalleled customer experience, and ensuring agent satisfaction.

What is contact center management?

Contact center management focuses on the comprehensive oversight of the center’s operations, from the technologies used in a business’ service motion to the performance of its agents.

Contact center management is a balancing act of ensuring customers have a positive experience while optimizing the performance and satisfaction of agents, and it’s the responsibility of contact center managers to maintain this equilibrium, ironing out any operational wrinkles and guiding their team towards consistent excellence.

Key contact center roles and responsibilities

Contact centers thrive on the synergy between managers and agents, each playing an indispensable role.

What is a contact center manager?

The contact center manager acts as the captain of the ship. They are responsible for training agents, establishing performance metrics, ensuring high-quality service, and creating a positive, productive work environment. The contact center manager’s leadership shapes the overall effectiveness and reputation of the contact center.

What is a contact center agent?

Contact center agents are the ship’s crew, keeping the ship running as it should and acting as the direct link between a business and its customers. Day in, day out, contact center agents interact with diverse customers, answering queries, solving issues, and ensuring each individual feels valued. Their expertise and demeanor directly influence customer perceptions and satisfaction.

10 Tips for effective contact center management

Tip #1: Train agents regularly

A well-informed agent is a game-changer. Continuous training ensures agents are updated with the latest products, industry practices, and communication strategies.

Organizing regular training sessions, like monthly product updates or communication workshops, can bolster agent confidence and equip them with tools for success, enhancing overall agent efficacy.

Tip #2: Use data to make decisions

Data serves as the compass for contact center improvements. By analyzing key metrics such as call durations, customer feedback, or response times, managers can pinpoint areas that need refinement.

This data-driven approach is vital for crafting strategies for success in contact center management and ensuring both agent and customer satisfaction.

Tip #3: Create a positive work atmosphere

The correlation between agent morale and customer satisfaction is undeniable. By cultivating a supportive and engaging work environment, you motivate agents to perform at their best.

Celebratory gestures, like ‘Agent of the Month’ awards or team outings, can uplift spirits and reinforce a sense of community.

Tip #4: Keep communication open

A transparent communication framework is the backbone of efficient operations. It’s essential for agents to feel they can voice concerns or seek guidance without hesitation.

This can be achieved through regular feedback sessions, an open-door managerial policy, and promoting peer interactions, fortifying trust and camaraderie.

Tip #5: Use the latest tech

Incorporating cutting-edge technology can revolutionize contact center operations. Tools like CRM systems not only make processes smoother but also offer agents a wealth of information about customers, allowing for a tailored, efficient service approach.

Embracing current technologies is integral to the modern strategies for success in contact center management.

Tip #6: Set clear goals

As a manager, it’s important to offer transparency in how your agent’s performance is being measured, and to provide attainable benchmarks for success. Clear goals act as roadmaps guiding agents toward exemplary performance.

By defining these benchmarks and revisiting them periodically, managers can provide a structured growth path, catering to agent satisfaction and ensuring they understand their roles and responsibilities.

Tip #7: Listen to customers

Customers’ feedback is invaluable. By actively seeking, analyzing, and implementing their suggestions, contact centers can drastically elevate their service quality.

Regularly engaging your customers and requesting feedback can offer insights into customer satisfaction, guiding refinements and adaptations in your customer service strategy.

Tip #8: Sharpen your skillset

The world of contact centers is dynamic. To stay ahead, it’s imperative to foster a culture of continuous learning and adaptability.

Encouraging agents to attend workshops, partake in courses, or simply share knowledge can invigorate the workforce, driving both personal and professional growth.

Tip #9: Stay flexible

Adaptability is an essential skill for contact center managers. As technologies evolve and customer preferences shift, the ability to swiftly adjust and modify strategies becomes crucial.

A proactive contact center manager always keeps an eye on these trends, ensuring their contact center remains agile and responsive.

Tip #10: Trust your agents

Empowering agents to make decisions not only boosts their confidence but also accelerates issue resolution. Granting them a degree of autonomy, like offering on-the-spot solutions within certain parameters, can streamline operations and significantly enhance the customer experience.

Conclusion

Effective contact center management is an intricate blend of strategy and people skills. Prioritizing both agent and customer needs is the key to unlocking success and growth. Study these contact center management tips and they’ll serve as a comprehensive guide for anyone aspiring to elevate their contact center operations and outcomes.

Looking to level-up your customer service motion? Our cloud contact center offers a simple workspace for customer service teams that seamlessly combines your customer conversations with your existing systems.

Set up some time with us to share your business needs and get started with a free trial.

Other articles you might be interested in:

• Top 100+ Customer Service Statistics and Trends in 2023
• How to Deal with Angry Customers: 12+ Tips that Always Work
• How to Increase Revenue by Improving Agent Satistfaction

Top 100+ Customer Service Statistics and Trends in 2023

We’ve scoured reports from industry leaders and compiled a complete list of the most compelling customer support statistics that will up-level your customer service.

Table of contents:

• 15 key customer service takeaways
• What are customers willing to pay for
• How poor customer service impacts your business
• Creating customer loyalty through excellent service
• The importance of privacy in customer service
• How customer service varies by channel and medium
• Even more ways that customer experience impacts your business
• Links to studies

If you’re looking for more information on meeting the service needs of modern customers, don’t forget to check out our other content:

• Leadership Talk: The Modern State of Customer Support
• How to Deal with Angry Customers: 12+ Tips that Always Work
• Cloud vs. Traditional Contact Centers: 5+ Reasons to Embrace Cloud-based Technology

15 Key Customer Service Takeaways

When customers are willing to pay more for good service

16. ​​​​A significant 63% of Gen Z individuals are willing to pay a premium for a quality mobile experience (PWC).

17. Among those with an annual income under $50,000, 50% express a willingness to pay more for exceptional customer service, compared to only 19% who are unwilling (Hyken).

18. In a group of people earning over $100,000 annually, a substantial 66% state their willingness to pay more, while nearly 15% express unwillingness to do so (Hyken).

19. Nearly 70% of customers are open to paying more for a convenient experience (Hyken).

20. More than 40% of customers are willing to pay extra for the convenience of same-day delivery (PWC).

21. Convenience in delivery is a priority for over 90% of customers, who are willing to pay extra for this service (Hyken).

22. Only 15% of customers are willing to pay more for engaging design, and 12% would do the same for a great atmosphere (PWC).

23. A notable 72% of organizations have a clearly defined customer success strategy in place (Regalix).

24. Nearly 80% of business leaders affirm that customers spend more (34% on average) when they receive a personalized experience (Segment).

How poor customer service impacts your business

25. After encountering more than one negative experience, approximately 80% of consumers prefer doing business with a competitor (Zendesk).

26. It takes a total of 12 positive customer experiences to compensate for a single negative one, according to Ruby Newell-Legner’s “Understanding Customers.”

27. Across all industries, there is a 38% gap between customer expectations and actual service delivery (Hyken).

28. Only one in five consumers is willing to forgive a bad experience at a company with customer service rated as “very poor.” However, nearly 80% are forgiving if they rate the service team as “very good” (Qualtrics XM Institute).

29. A significant 78% of customers have abandoned a purchase due to a poor customer experience (Glance).

30. Approximately 70% of the customer’s journey is shaped by how the customer perceives their treatment (McKinsey).

31. If a problem is service-based, a customer is four times more likely to switch to a competitor (Bain and Company).

32. 61% of customers indicate they would switch to a competitor after just one bad customer service experience (Zendesk).

33. For 72% of customers, explaining a problem to multiple people results in a bad customer service interaction (Zendesk).

34. A noteworthy 79% of high-income households avoid brands for at least two years after a negative experience (Zendesk).

35. If they receive unfriendly service, 60% of customers would cease buying from a brand (PWC).

36. A staggering 96% of customers leave a brand due to poor customer service (Hyken).

37. When employees lack knowledge, 46% of all customers stop doing business with a brand (PWC).

38. Globally, 59% of consumers believe that companies no longer understand the human element of customer experience (PWC).

39. A significant 95% of customers share a bad experience with others, while 87% share a good customer service experience (Zendesk).

Creating customer loyalty through excellent service

The importance of privacy in customer service

50. A significant 88% of individuals trust companies that commit to not sharing their personal information without permission (Salesforce).

51. An overwhelming 92% of customers value companies that grant them control over the information collected about them (Salesforce).

52. Social media is employed as a data collection and analysis tool by 23% of businesses (Gartner).

53. An impressive 79% of customers are willing to provide relevant information about themselves in exchange for personalized interactions that immediately recognize and understand their needs (Salesforce).

54. For 56% of customers, sharing personal information in exchange for improved service is acceptable (Salesforce).

55. A solid 90% of people are more inclined to trust a company if it has a robust privacy policy (Salesforce).

56. A majority (63%) of customers would be more open to sharing their data if they truly value the service (PWC).

57. A significant 61% of customers feel that they’ve lost control over how their personal information is used (Salesforce).

58. Only 40% of customers trust brands to securely and responsibly handle their personal data (Segment).

59. Just 27% of customers have a complete understanding of how companies utilize their personal information (Salesforce).

How customer service varies by channel and medium

60. For 67% of customers aged under 40, the preferred mode of communication is texting (Hyken).

61. Chatbots are employed for customer service by 67% of organizations (Salesforce).

62. Among customers over the age of 40, the easiest means of communication for 66% is through telephone and email (Hyken).

63. Social media (preferred by 12% of customers) and websites (preferred by 10% of customers) rank as the least-preferred customer engagement channels (Regalix).

64. Agent consoles or computers are utilized for managing the majority (54%) of customer calls (Salesforce).

65. Simple issues could be addressed through interaction with a bot, according to 69% of customers (Zendesk).

66. An impressive 98% of customers make use of FAQ, help centers, or other self-service online resources (Zendesk).

67. Digital channels are the preferred mode of engagement for 57% of customers (Salesforce).

68. In comparison to in-store purchases, 53% of customers prefer buying products online (Salesforce).

69. On average, 35% of consumers find the self-service option highly important (Emplifi).

70. For simple matters, 65% of customers prefer self-service options (Salesforce).

71. Contacting customer service through social media is considered convenient by 67% of customers (Zendesk).

72. A substantial 76% of clients expect to receive a response within 24 hours when contacting a brand on social media (Sproutsocial).

Even more ways that customer experience impacts your business

73. Customer experience is a critical factor in purchasing decisions for 73% of clients (PWC).

74. A remarkable 90% of consumers trust a company that they’ve rated as “very good” to cater to their needs (Qualtrics XM Institute).

75. For 70% of customers, the awareness of sales interactions by service agents is pivotal in retaining their business (Salesforce).

76. The expectation that businesses know their unique needs and expectations is held by 63% of consumers, and 76% of B2B buyers share the same expectation (Salesforce Research).

77. Providing cutting-edge digital experiences is seen as necessary by 59% of customers to maintain their business relationships with companies (Salesforce).

78. Including personalized consumer experiences can improve your online conversion rate by approximately 8% (Trust Pilot).

79. An overwhelming 88% of customers today have higher expectations compared to the past (HubSpot).

80. While nearly 76% expect consistent interactions across departments, 54% believe that sales, marketing, and customer service teams don’t share information (Salesforce).

81. Understanding their unique needs and expectations is desired by 73% of customers (Salesforce).

82. A significant 76% of customers expect to engage with a customer representative immediately upon first contact with a company (Zendesk).

83. A friendly, welcoming service defines industry success for 48% of U.S. consumers (PWC).

84. A quick response to the initial inquiry impacts the choice of the company to buy from for 89% of clients (Zendesk).

85. The speed at which their problem is resolved defines good customer service for 69% of consumers (Zendesk).

86. For almost 80% of American consumers, the most important elements of a good customer experience are speed, convenience, knowledgeable help, and friendly service (PWC).

87. Company employees have a significant impact on the experience for 71% of customers (PWC).

88. The experience a company provides is as important as its products and services for 80% of customers (Salesforce).

89. 87% of companies believe that customer success programs have aided clients in adopting products and services (Regalix).

90. Customer support having access to the status of their most recent order is expected by 64% of Baby Boomers (Epsilon).

91. A satisfying experience with a company is reported by 77% of customers (Hyken).

92. Sales reps who understand their goals are more likely to be chosen by 84% of customers (Salesforce).

93. Poor quality of product or service leads a 34% decrease in continued customer purchases from a brand (Morning Consult).

94. The experiences with one industry influence the expectations for others for 62% of customers (Salesforce).

95. Loyalty is driven for 63% of customers when they receive a discount within an hour of interacting with a brand (Segment).

96. Personalization is attractive to 90% of customers (Epsilon).

97. A 5% increase in customer retention results in more than a 25% increase in profit (Bain & Company).

98. On average, customer service agents only ask for a customer’s name 21% of the time (Glance).

99. The pandemic has raised customer service expectations for 48% of clients (Zendesk).

100. Despite technological advances, 55% of customers believe we will still need support agents for positive customer experiences (PWC).

Enhanced customer service with PlivoCX

Looking to level-up your customer service motion? Our modern cloud contact center offers a simple workspace for customer service teams that seamlessly combines your customer conversations with your existing systems.

Set up some time with us to share your business needs and get started with a free trial.

Other articles you might be interested in:

• Leadership Talk: The Modern State of Customer Support
• How to Deal with Angry Customers: 12+ Tips that Always Work
• Cloud vs. Traditional Contact Centers: 5+ Reasons to Embrace Cloud-based Technology

References:

• 15 Customer Self-Service and Experience Stats To Know (2020) – Vanilla Forum
• Emplifi Consumer Expectations Report
• Zendesk CX Trends Report 2022 – AI and automation
• Connect employee engagement with performance – Gallup
• Americans Have Increased Their Impulse Spending by 14% in 2022 Compared to 2021, According to Annual Survey Commissioned by Slickdeals
• Customer journey needs statistics
• Customer Onboarding Statistics 2020
• Customer Service and Business Results: A Survey of Customer Service from Mid-Size Companies
• Customer Service and Customer Experience Report
• Customer service is worse than ever and so is consumers’ rage
• CUSTOMERS 2020: A PROGRESS REPORT
• Employee Motivation in the United States
• Experience is everything: Here’s how to get it right
• Global State of Customer Service
• Global study: Consumer engagement best practices for 2020
• Local Consumer Review Survey 2020
• New Epsilon research indicates 80% of consumers are more likely to make a purchase when brands offer personalized experiences
• Prescription for Cutting Costs
• State of customer success
• STATE OF SERVICE
• The State of Customer Service in 2020
• The Value of Online Customer Loyalty and How You Can Capture It
• What Are Customer Expectations, and How Have They Changed?
• WHAT DRIVES BRAND LOYALTY TODAY
• What is the impact of customer service on lifetime customer value?
• Zendesk Customer Experience Trends Report 2020
• The State of Customer Service in 2022 [HubSpot Data]
• Salesforce Report: Nearly 90% Of Buyers Say Experience a Company Provides Matters as Much as Products or Services
• Zendesk CX Trends Report 2022 – Challenges
• Salesforce State of the Connected Customer 4th Edition
• Live Chat Exposes a Fatal Flaw in Your Go-to-Market
• Zendesk research: customer satisfaction
• Zendesk CX Trends Report 2022 – Growth Areas
• The social media customer service statistics brands need to know in 2022
• Forrester’s US 2022 Customer Experience Index: Nearly 20% Of Brands See Drop In Customer Experience Quality – Forrester

What is Toll Fraud?

Toll fraud is a type of telecommunications fraud in which unauthorized individuals or entities gain access to a private telecommunication system to make long distance, international, or premium rate calls without the knowledge or consent of the system owner. The motive is financial gain — criminals profit from the charges generated by these calls when they’re directed toward premium-rate numbers controlled by the fraudsters.

Business victims of toll fraud can face high phone bills. The Communications Fraud Control Association (CFCA) reports that in 2021, toll fraud caused $6.69 in global losses.

How to Use Geo Permissions to Control Toll Fraud?

Plivo can help protect your account from fraud by restricting the set of countries your account can call. If, for example, you intend to place calls to numbers in North America only, you can disable call routes to all other continents.

1. Managing Geo Permissions to Control Toll Fraud

To manage geo permissions, navigate to Voice > Geo Permissions on the Plivo console.

Here you’ll see a list of all countries. You can filter the list by selecting specific geographic regions or countries.

Geo permission configurations are applied immediately to all calls initiated via Plivo APIs and Dial XML.

2. Blocking Premium Numbers to Prevent Toll Fraud

You can also use geo permissions to block premium rate numbers — phone numbers that cost callers more than normal numbers. Area code 900 numbers in the US, for example, are premium rate numbers. Part of the premium charge is paid to the service provider, and that makes premium rate numbers easy to exploit for anyone whose numbers come from shady operators. These numbers can be exploited via traffic pumping, a type of toll fraud in which bad actors artificially inflate traffic to their premium rate numbers. When done across countries, this type of toll fraud is known as International Revenue Share Fraud (ISRF).

Most businesses never need to call premium rate numbers, so by default Plivo blocks calls to all phone numbers with high-risk prefixes as a way to prevent unwanted charges.

3. High-Risk Permissions for Toll Fraud Prevention

Plivo has identified thousands of premium rate and high-risk prefixes. You can export a list of these prefixes from the Voice > Geo Permissions > High-Risk Permissions screen of the Plivo console. Plivo regularly updates this list based on factors such as the rates associated with the premium numbers, call patterns, and third-party trends.

If you have a legitimate need to make calls to premium rate or high-risk numbers, you can request activation of high-risk permissions for your account or a particular subaccount by contacting our support team and providing them with details of your use case.

Strategies for Toll Fraud Prevention

You can take several steps to make it harder for criminals to take advantage of your account and your phone numbers for toll fraud. In addition to use geo permissions:

• On the Voice page of the Plivo console, keep an eye on the usage summary to identify unexpectedly high call volumes.
• In your applications, limit the number of calls going out to a destination number based on your use case. For example, suppose you’re sending out one-time passwords (OTP) for two-factor authentication. Most OTP use cases set a duration for which the OTP is valid. During this time, you can block calls triggered toward the destination number. For more generic use cases you can write logic to not make more than n calls per minute or per day. Calling limitation is use case-dependent, and you’re likely to be the best judge of how to implement it.
• Secure your authentication IDs and tokens. Don’t push code that includes authentication information to public repositories. For mobile applications, follow the best practices recommended by the mobile OS.

Winning the battle against toll fraud

By using the tools Plivo provides and following best practices, you can fight toll fraud and avoid illegitimate charges.

Sending political texts is an art that requires precision, timing, and compliance. If the term “10-digit long code” or 10DLC is giving you nightmares, then you’ve probably already encountered some roadblocks as a result of the changing regulations.

Making the 10DLC process as easy for our customers as possible has been a big focus for the Plivo team — we’ve even won some awards to prove it. Here’s a guide for 10DLC specific to political campaigns including how Plivo can help streamline the process for you.

Why political campaigns need 10DLC

Engaging voters via text is one of the most direct methods to get your message across. However, with the increasing scrutiny over unsolicited messages and the need for carrier compliance, it’s crucial to get on the 10DLC bandwagon to send bulk SMS in a compliant way.

The carriers introduced 10DLC to combat spam and maintain trust in the SMS channel. With higher throughput rates and better delivery reliability, 10DLC ensures your message doesn’t get flagged or blocked, which is essential in the fast-paced world of politics. Before you send your first message, however, you must register the long codes you use as 10DLC numbers.

A different kind of campaign

10DLC terminology refers to brands and campaigns — just keep in mind it’s a different kind of campaign.

• A brand is a business entity that a 10DLC number represents. In this case it’s the political organization, such as a political party, the campaign committees for candidates for federal, state or local office or a political action committee.
• A campaign represents the type of messages the brand intends to send. The terms “campaign” and “use case” are often used interchangeably. Brands may run campaigns of several types, including fundraising, volunteer recruitment, or event update texts.

How to get started with 10DLC at Plivo

It’s important to note that Plivo doesn’t have a way for you to register political campaigns from our console so you’ll need to take a few steps on your own first to get your political campaign registered.

Start with The Campaign Registry

An organization called The Campaign Registry (TCR) vets and approves 10DLC requests on behalf of carriers.

1. Visit The Campaign Registry’s site. Refer to their FAQ page to create a TCR account, then create a brand for your 10DLC campaign.
2. Next, obtain a token from Campaign Verify, the political vetting partner for The Campaign Registry, and import it to your brand on TCR. Campaign Verify validates that campaigns are what they say they are, then creates authorization tokens that signal to The Campaign Registry, wireless carriers, and service providers that the campaigns have been verified. See the Campaign Verify FAQ page for more information.
3. Once you’ve done that, create a political campaign on TCR, making sure to follow our 10DLC campaign registration guidelines so that telecom carriers don’t reject your campaigns.

Let Plivo take it from there

Submit a Plivo support ticket that includes your brand and 10DLC campaigns and ask us to import those campaigns to Plivo. When we do so, we’ll submit your SMS campaigns to the carriers. We’ll let you know when the carriers approve them, and then you can link numbers to your 10DLC campaigns and send messages using our SMS API. If a 10DLC campaign is rejected by a carrier, Plivo will share with you the reasons and our feedback; you can resubmit after addressing the issues. (Plivo can help if a messaging campaign is rejected for minor issues such as the phrasing of sample text messages, but not if you fail a carrier review for more substantive reasons, such previous violations on the part of your brand.)

The registration process can take two to three weeks, so plan accordingly. It’s also worth noting that Plivo customers on our discounted pricing agreements receive customized rates, guided onboarding, premium support, and a dedicated customer success manager assigned to your account.

Additional resources

Here’s a few additional resources that you may find helpful.

• 10DLC fee overview — Visit the fee section of our 10DLC product page for more information. Fees include a one-time setup fee and ongoing monthly recurring fees for every 10DLC campaign registered in addition to standard messaging costs and carrier surcharge fees.
• Consent requirements — Visit the consent section of our political texting guide for an overview on gaining consent and requirements for what to include in your messages.
• Best practices — Visit our blog to learn more about examples and best practices to drive engagement with political texting.

In addition to 10DLC, Plivo also offers toll free and short code numbers, MMS, and voice call options for political use cases. Contact our sales team and include “political campaign” in the Detailed Requirements field along with your campaign website’s URL. Be sure to also indicate your expected monthly volume, so we can discuss our discounted pricing agreements with you if you’ll be sending a million or more messages a month.

Happy campaigning!

Within a Cloud Contact Center where hundreds, if not thousands, of tickets flow in, managing angry customers isn’t a simple task.

Successfully navigating these situations, however, plays a critical role in fostering customer loyalty and reducing friction.

Dealing with Angry Customers

Imagine you’re a customer support agent in a bustling Cloud Contact Center. The phone rings, and on the other end is a disgruntled customer, venting about an unresolved issue they’ve faced multiple times. The pressure is on to pacify them and find a solution, all while maintaining the image and reputation of your company.

To sail smoothly through the stormy waters of customer complaints, we must take a look at what makes a customer angry in the first place.

What Makes a Customer Angry?

Every customer is different, with unique preferences and pain points. However, there are some common threads that seem to ignite frustration among the majority.

Understanding these can give agents a proactive edge in tackling issues even before they escalate. Here are some typical triggers:

1. Unresolved issues: When a customer faces the same problem repeatedly without a clear resolution, it can lead to mounting frustration.
2. Long wait times: We’ve all been here — nobody enjoys waiting, especially when they need immediate assistance. For customers seeking urgent support, prolonged waiting periods can heighten their agitation.
3. Miscommunication: When promises don’t match deliverables, it’s a recipe for disappointment. Miscommunication can stem from ambiguous terms, misinformation, or even language barriers, leading to a mismatch in expectations.
4. Feeling undervalued: Every customer, regardless of the size of their purchase or the frequency of their engagement, wants to feel important and valued. If they sense indifference or a lack of respect, it can rapidly sour their experience.

Understanding these triggers and the underlying concerns of your angry customer is a crucial step toward resolution.

How to deal with angry customers: 12 tips

Now that we’ve covered why your customers might be angry to begin with, we must take a look at how to resolve their frustrations.

Fortunately, there are time-tested and proven methods for dealing with upset customers that can turn a negative customer experience into a positive customer experience.

Tip #1: Listen Actively The foremost step is to listen. More than a solution, sometimes the customer just wants to be heard. Let them share their grievances without interruptions. For example, say, “I apologize and understand your concern. Please tell me more about your issue, so I can best help you.”

Tip #2: Empathize with Their Situation Show genuine concern for their issues. A simple statement like, “I’ve been there,” or, “I can imagine that was frustrating,” can bridge the gap between the company and the customer.

Tip #3: Stay Calm and Professional No matter how heated the situation, maintain your cool. Responding with calm reassures the customer. Instead of saying, “You’re wrong,” you might say, “Let’s find out what went wrong.”

Tip #4: Use Positive Language Focus on what can be done rather than what cannot. Instead of “We can’t immediately process your refund,” say, “We will process your refund within 48 hours.”

Tip #5: Offer Solutions, Not Blame Shifting the blame doesn’t help. Focus on finding a viable solution for the customer. Offer them a workaround if an immediate solution isn’t available.

Tip #6: Apologize Sincerely An honest apology can go a long way. “I’m truly sorry for the inconvenience you’ve faced,” conveys empathy and acknowledgment.

Tip #7: Offer Follow-Up Check-ins After resolving an issue, make a note to follow up with the customer after a day or two. This shows proactive concern and might prevent future grievances.

Tip #8: Stay Informed Know your product or service inside out. If you’re unsure about something, tell the customer, “Give me a moment. I’ll find out for you.”

Tip #9: Offer Alternative Solutions If a direct solution isn’t possible, offer alternatives. “Although X isn’t available right now, may I suggest trying Y?”

Tip #10: Stay Patient and Don’t Take Offense It’s essential to remember that the customer isn’t angry with you, but with the situation. Patience can help in understanding the core issue better.

Tip #11: Seek Feedback Post-resolution, request feedback. Simply asking “Is there anything else I can help you with?” or “How can we serve you better next time?” can provide key insights.

Tip #12: Document the Interaction Ensure that every interaction is logged and available for review down the line. This will help in future communications and will serve as a reference for recurrent issues.

More tips for dealing with angry customers

Bonus Tip #1: Avoid Over-Promising It’s crucial to set realistic expectations. If you cannot guarantee a resolution within a specific timeframe, don’t promise it. Instead, give a timeframe you’re sure you can meet, and if possible, try to exceed that expectation.

Bonus Tip #2: Use Their Name Personalize the conversation by using the customer’s name during the interaction. This small touch can make the conversation feel more human and let the customer know they’re not just another ticket number.

Bonus Tip #3: Continuous Training The world of customer service is constantly evolving. Regularly train your team on new tools, techniques, and soft skills. This ensures they’re always prepared with the latest knowledge to handle a variety of situations.

Reduce Customer Friction to Create Loyalty

Resolving a customer’s issue promptly can transform their experience from frustrating to fantastic. It’s all about the approach and perspective. A satisfied customer not only sticks around but also becomes a brand ambassador, spreading positive word-of-mouth.

Conclusion

Dealing with angry customers can be challenging, but with the correct approach, it can be turned into an opportunity to cultivate customer loyalty. Patience, empathy, and a problem-solving mindset can provide even the most irate customer with a positive customer experience.

Looking to level-up your customer service motion? Our cloud contact center offers a simple workspace for customer service teams that seamlessly combines your customer conversations with your existing systems.

Set up some time with us to share your business needs and get started with a free trial.

Other articles you might be interested in:

• How to Reduce Customer Friction and Remove Common Hurdles
• Leadership Talk: The Modern State of Customer Support
• Simple Ways to Improve the Ecommerce Customer Experience

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