Towards efficiency in customer service - your 4 step checklist

Posted by Tatiana Iovich on 26-Sep-2019 13:51:47

Customer satisfaction and experience remain the most important KPIs for customer service organisations. And rightly so -  this is what makes your customers stay loyal and support your growth. Efficiency, on the other hand, is often seen as a challenge or even an obstacle when it comes to increasing customer satisfaction.  In fact, the reality is quite the opposite - efficiency can truly support customer satisfaction, enhance their experience and drive your growth. Let’s have a look at what can help you gain more efficiency and reach your other important goals.

towards efficiency in customer service

Automate with purpose 

When talking about automation in the customer service landscape, chatbots are often the first thing that comes to mind.  Chatbots can indeed help you automate, release the workload from your team and serve your customers efficiently. But the important question to consider here is, what goals you are pursuing with chatbots? If you’re looking to automate recurring questions or help navigate your customers through the abundance of content on your website, button-based chatbots could be an easy way to start your automation journey compared to more time-consuming AI-powered chatbot projects.  

On your chase to automate service processes, it's crucial not to forget that customers still look for human interactions, especially in complex matters.  In addition to speed and convenience, professional and knowledgeable support are crucial for positive customer experience. Even younger generation who stereotypically considered digital-first demonstrate the value for human interaction. Hence, finding a seamless balance and transition between human and automated solutions is key when designing your customer service. 

Integrate for continuous value

Integrations mean that your various systems communicate with one another.  Why is this so important? The benefits of having integrated solutions lie in streamlining your processes and workflows, shared data, and the ability to provide an end-to-end value for your customer. It allows you to connect all your customer touchpoints -whether it be your chat conversations on the website, serving through social media channels, handling escalations in ticketing systems or capturing leads into your CRM. While increasing your process efficiency, having an integrated solution helps you boost customer experience and satisfaction by being able to solve their issues faster, provide multiple channels and ultimately a more relevant and customised service.

Gain visibility into your data 

Solutions empowered with extensive reporting and analytics can drive your organisation’s efficiency to the next level. Having visibility into customer insights at the right moment can empower an agent to handle questions or issues more effectively and provide a more personalised experience for a customer.  At the same time, analysing data creates many opportunities for improving your business performance and processes. Organisations need to be able to have a unified and comprehensive view of their data, which again emphasises the importance of integrations, discussed above. 

Empower your customer service agents for success

You want your agents to be successful which means being able to be productive, work in an efficient manner and offer a professional, timely and friendly service.  In order to achieve this, you need to provide your team with the right tools - tools that make it easy to access customer information, create efficient workflows and help them focus on meaningful work. According to Gartner research, improving agents’ experience enable 19% more productivity which also results in higher customer satisfaction and experience. 

Interested to increase efficiency in your customer service? Chat with us to plan your next steps.


 

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