Market analysis
Understand your competition and lock in your positioning to succeed in your new market
- Deflection done right
- Suggesting answers
- Easy handovers
There is nothing to gain from trying to hide the option to contact customer service to get help. However, instead of going to a traditional contact form or just displaying the email, a "Contact us" button can link to a mail filter, which asks the customer to specify the issue.
When the customer identifies what their question is about, the Mail Filter provides the most common answer to this question, giving the customer a chance to solve their issues right away.
Despite the customer thinking their issue is unique, and something they would not be able to get an answer to, it is the preference of 70% of customers to find the answers themselves. With this approach, you can provide these customers with their preferred method of getting help when they thought it was not possible, creating a memorable, and positive, customer experience.
Not everything can be answered by a machine. Sometimes a human touch is essential for providing great customer service. In these cases, the customer fills out their information, and the email is forwarded to the team like a normal contact form.
So far, we have seen a 40-60% success rate with the Mail Filter, which helps the customer get an answer faster, while our clients save customer service resources.
