Life in a Multi-channel, Multi-media world. How do you cope/thrive?
Life used to be so easy in the old world (10 years ago). A client wanted you and they rang up. If you were not available, they went through to VoiceMail or got an engaged tone. If they emailed you, then you replied to them in a reasonable time. About the worst that happened was someone ringing on your mobile while you were on a landline call. All was good.
Now, you can be on a Zoom call and your phone rings… what do you do? Do you break the meeting to answer the call, or just let the call go through to VoiceMail? Answering while on the Zoom call just seems rude, unless it is super-important.
In a worse case scenario, you can have ‘live calls’ on telephone/FaceTime, WhatsApp, Zoom, Google Meetings, Video conference, Google Hangouts. At the same time, you can have messages coming in from SMS (text), WhatsApp, FaceTime messenger, Signal, Telegram, Slack, Chatter and email.
How do you keep track of all of those?
It is a challenge and I don’t think there is a simple solution.
For a start, so that our clients get their help requests dealt with in a reasonable time, we get people to email our special support email address. As our team expands, this allows other people to monitor this. An email sent to an individual can easily get lost.
Most of our ‘live calls’ are booked. In other words, if you want to speak with someone you have to book a timeslot. I don’t like the formality of this, as it detracts from the spontaneity of fixing a problem on the spot. However, it is frustrating for clients if we don’t answer the phone… but we cannot if we are simultaneously on a Zoom call.
Fortunately, we operate in a ‘distributed’ fashion… so you cannot hear other Zoom calls going on in our office. However, that is a big problem for many companies. While you are on a Zoom call, the person you are talking to can overhear other Zoom calls in your office. It is not just annoying, but could reveal sensitive information. Perhaps we will have to move away from open plan offices! (Hurray – biggest barrier to work that I know of.)
So our solution is: email in for help requests.
Book calls to avoid disappointment. We will still answer if we can!
By limiting things in this way, we hope to offer the best possible service. We are open to suggestions!
However, I am fed up with putting down one caller in order to answer another call and finding out it is another scammer!
But there is more…
To help improve our service, we will be rolling out a Salesforce Experience portal. This will enable our clients to log and track the progress of their support queries and projects.
Let us know about suggestions for improvements.