How do you currently get your customer queries resolved? Is it via email, phone, or do you use any other methods? Is it effective? What medium would you prefer to get your customer queries resolved online?
I always prefer in-app chat over anything else.
Every online business should allow for self-service. Personally, I think the Customer Support needs to be robust enough to spare customers the trouble of calling phone support.
For non-critical issues, I prefer a live chat, Ex. FreshChat
For critical issues, I prefer speaking to a customer service exec or a subject matter expert
I like to use live chat, but please don't implement those horrible AI chatbots, they never seem to solve anything. Please have proper FAQ and help pages. Instead of IVR can you have a callback facility? That would save us a lot of time.
Edit ~ I really appreciate you guys asking the community for suggestions, its something we don't often see from Banks.
The reason I love AmEx so much is their customer support. Getting in touch with them over call is so damn easy compared to other banks where they make a conscious call that customer just doesn’t get chance to talk to human.
I have also found Netflix’s chat support kickass. Would love to see the mix of chat + call support.
And yes, no bots please. In the name of AI, please spare your engineers for better tasks. Humans. Always humans when it comes to support.