Which two recommendations should a Consultant suggest to help decrease customer wait times?

Universal Containers’ support management team has noticed an increase in wait times over the last several months when customers call in for support.

Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
A . Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
B . Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
C . Set up analytical snapshots to capture key case information and create historical trending reports.
D . Set up a Salesforce Customer Community that will allow customers to create cases online.

View Answer

Answer: A, D

Explanation:

Creating reports to analyze call data in order to understand peak times and ensure adequate staffing and setting up a Salesforce Customer Community that will allow customers to create cases online are recommendations that a consultant should suggest to help decrease customer wait times. These recommendations can help reduce the volume and duration of phone calls and improve customer satisfaction by providing alternative and convenient channels for customers to get support. For example:

Creating reports to analyze call data in order to understand peak times and ensure adequate staffing can help optimize the resource allocation and scheduling of support agents. Reports can show metrics such as call volume, call duration, call abandonment, or service level by time, date, or location. Reports can also be used to identify trends, patterns, or issues that affect the call performance and customer experience.

Setting up a Salesforce Customer Community that will allow customers to create cases online can help divert some of the phone calls to a self-service portal. Customers can use the community to search for answers, create cases, track case status, or interact with other customers or agents. A community can also provide features such as knowledge articles, chatbots, live chat, or feedback mechanisms.