According to a recent survey, 68% of customers will leave your business because they think that you don’t care about them enough. We are living in a competitive world where every other business is trying to win more customers, but once you have those customers, it is important to retain them as well because your competitors will also try to attract your customers. One big factor that can help you retain those customers is to reduce customer turnaround time.
Organisations often take customer turnaround time for granted as there were no proper tools to calculate it before Hsieh. Customers want to have their issues resolved as soon as possible, and founders often try to ensure this, but as you move up in the hierarchy, it becomes harder to maintain fast resolutions for customers in your organization. Before diving into improving customer experience with shorter turnaround times, it is important to understand what turnaround time is.
What is turnaround time in customer service?
Turnaround time or service turnaround time means the time taken by your organization to handle client feedback and resolve it. Reducing turnaround time is not only the responsibility of customer service teams; your entire organisation must come together to resolve customer issues faster, reducing turnaround time and improving your customers’ experience. It involves the whole lifecycle, from when the feedback was given to how it was handled and when the customer received a proper explanation. The feedback can be an issue, a suggestion, a question, or even appreciation for your specific teams.
How to calculate turnaround time?
To know your organisations (TAT), you need a system to properly track the exact date and time when feedback was given by your customer, whether that feedback contained an issue, question, suggestion, or appreciation. If it was an issue, question, or suggestion, you need to reduce your TAT for it, but if it’s just appreciation, time doesn’t matter. Then you have to track when that issue was resolved and when suggestions or questions were responded to. Use resolution time and turnaround time by using both of these times to better understand your organization.
How to improve turnaround time in customer service?
There are many effective strategies you can use to improve your turnaround time, and by properly implementing these strategies, you can maintain happy customers and reduce customer churn.
Implement proper processes
Most of the time, what your company might lack is having proper processes to act on customer feedback effectively. You must document a clear process that becomes a standard for dealing with customer feedback. These processes should also include proper workflows on where feedback will flow and how it will be handled.
Use the right tools
Using proper tools like Hsieh AI can enable you to become more customer-centric and accurately track how your feedback flows. A lack of information points and data to track feedback can lead to higher turnaround times. Look for proper tools that can help you become better at handling customer feedback.
Improve team collaboration
Customer experience is not the responsibility of just one team; the whole company must come together and work for a better customer experience. All teams, such as the client handling team, customer success team, and product teams, must collaborate and have clear communication to resolve customer issues as quickly as possible.
Hopefully, this post will help you improve your customer experience and make your customers more satisfied with your product or services.
