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Answering Services and Inbound Call Center Services

I came up with the idea for this blog post thanks to a recent article by Mike Hennessy at CRM.com. The article is called What We Can Learn from Customers’ Craziest Questions. Hennessy explores how unexpected customer questions are a goldmine for data.

Examples of Unexpected Customer Questions

  • Why can’t I access my home’s wireless when I’m out of town? A tech-savvy customer would know the answer. If you’re receiving many questions like this, your customer base may include a growing number of senior citizens.
  • How much luggage can I bring on the airplane? Questions like this indicate that your website needs updating with the answers to frequently asked questions.

Pay attention to trends in the questions your customers ask your answering service provider. Being proactive will improve the customer experience. Use your unexpected customer questions as an opportunity to mine for gold!

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