Learning how to prioritize your customer requests
As a business owner, every customer is important to you. This is why you should think about prioritizing the requests from all your customers. However, it will not be so easy as you will be getting hundreds or thousands of requests from customers on a daily basis. Continue to read and we will share an efficient method that you can use to prioritize all customer requests.
What exactly is meant by prioritizing customer requests?
There are numerous factors that determine prioritized customer requests. In fact, the customer requests are usually determined by the level of urgency associated with it. Moreover, requests from active customers will get more priority when compared to others.
- Customer requests with low priority
Customer requests with low priority would usually come from your visitors. They are not active customers of you. For example, they can contain sponsorship requests and general questions. You don’t have to immediately respond to them.
- Customer requests with medium priority
Customer requests with medium priority will be with related to questions on how to use your product and how to get help with troubleshooting. These customer requests would not usually impact the ability that a customer has to use a product. Or else, they can be requests that you get from casual customers or who doesn’t generate a lot of revenue. They can also come from people who are using a free version of your product. However, you should still provide prompt answers to them.
- Customer requests with high priority
These are the requests that you get from customers whose experience with product is slowed or inhibited by issue at hand.
- Customer requests with first priority
First priority customer requests would come from people who are not in a position to use your product due to an issue in it. You should place these requests in the front of your queue and provide assistance.
How to priority customer requests?
Now you have a good understanding on how to categorize customer requests. While keeping that in mind, let’s also explore the best practices on how to prioritize them.
- Offer first come first serve responses
When you are having any doubts on how to prioritize, you may think about following the first come first serve method to respond to the customer requests. This doesn’t mean that you should answer low priority questions while ignoring the troubleshoot requests. You should sort them based on the sense of urgency as well.
- Get your customers to define the level of urgency
It is better if you can come up with a way to allow the customers to define the level of urgency that they have. This will help you to develop a level of trust as well. For example, you can include a checkbox in the contact form as “needs immediate attention”. Then you know what requests that you should focus more on.
- Create different categories
While you are trying to allow the customers to define their sense of urgency, you may think about creating different categories. Sales, troubleshooting, product failure, returns, and general requests are some of these categories. Then you know what categories require more attention.
- Classify your customers
Another great thing that you can do is to classify your customers based on their revenue generation. Then you can pay more attention to the customers who generate a higher revenue. Those are the most important customers to your business as well.
- Respond quickly
No matter what request you get, you will need to think about responding to it quickly. You should never ignore the low priority requests that you are getting.
Keep these tips in mind and learn how to prioritize customer support accordingly.