Reducing customers follow-up calls after ordering

reducing Cusomer calls

[timk]

I'm looking for ways to reduce the need for our customers to call us after they have completed their order to check on status.

Our new, redesigned site will launch soon and they will be able to check their job status online more easily, but we are trying to reduce phone calls...ideas?

[mack]

I think the main thing is to let them know about your online tracking system?

If they know it is there they are more likely to use it. I think most would be happier to be able to log in and view online,as opposed to having to call and speak to someone.

Mack.

[sun818]

What are the most frequent questions? Can you build those answers into your web site and/or your process? Obviously, order status is a frequent question so you are making changes to the web site to accomodate this frequent question.

To minimize phone calls, I suggest analyzing your outgoing e-mails to ensure they clearly communicate shipping method, tracking number, average delivery times, and how to handle issues should they arise. You can also get an automated voice menu system to only answer necessary calls. You would direct order status questions to your web site.

[eurotrash]

Quality and updated FAQs on your website and a well crafted confirmation email are the tricks to help.

I also read some figures today that said the clickthroughs on confirmation emails containing an upsell worked really well.