Do the inquiries into your contact center ever feel like the movie Groundhog Day…the same questions over and over? Now more than ever customers are clogging phone lines for support but most of those inquiries are repetitive. And if a contact is repetitive, you can find a way to scale and automate that inquiry.
The first step is to evaluate your customer journey to understand where struggle occurs and how you can resolve it. No doubt you will see there are certain repetitive customer questions that you can proactively address. Doing so eliminates the need for certain customers to contact you altogether – saving your valuable live phone and chat agent time for the most difficult of situations.
To get you started, we’ve created a list below of the most predictable customer questions by industry. Address them now to start eliminating struggle today.
TOP REPETITIVE QUESTIONS BY INDUSTRY:
Property and Casualty Insurance
1. How can customers make changes to payment arrangements on auto and property insurance premiums?
2. What are the specific steps that will guide customers through filing an online claim?
3. Is the quote I’m seeing online for 6 months or 12 months?
4. How can customers download the insurance app; how can the app help consumers?
5. I’m not comfortable coming into a branch. What forms of digital communication are available?
6. What are your special programs and partnerships? What are the links to available resources?
7. How can customers request waived late fees?
Healthcare Insurance
1. Where can I find my member #?
2. What expenses are Flexible Spending Account (FSA) approved?
3. How do I file a claim online?
4. How do I look up providers in-network?
Travel Insurance
1. What types of cancellations are covered by my travel insurance?
2. I did not purchase a ‘cancel for any reason’ travel insurance. Can I still get covered?
3. Can I buy a travel insurance policy that covers COVID-19 for an upcoming trip?
4. Does standard travel insurance cover me if I get sick and cannot travel?
5. The airline cancelled my flights. What are my rights?
Personal Banking
1. The ATM near me is not working. Will you waive out-of-network ATM fees?
2. How can I increase my credit limit?
3. I have missed a credit card payment. Will this affect my credit score?
4. Can I get a payment deferral for my credit card?
5. How do I apply for a mortgage forbearance plan?
6. Is it safe to handle cash?
7. I need to come in, but my branch is closed. What should I do?
8. I just refinanced, should I think about refinancing again?
9. Which branch is open nearest me?
Retail
1. How long will my return and refund take to process?
2. I paid for 2-day shipping, but my order hasn’t arrived. When can I expect my order?
3. The address on my order is wrong. How can I change it?
4. My coupon code is not working. What do I do?
5. Is this in-store coupon redeemable online?
6. How do I cancel my order?
7. What are your updated store hours?
If you’re not proactively addressing these repetitive customer questions, both your contact center and your customers are missing out. After all, your customers have better thing to do than sit and listen to your hold music.
