All customers want quick and easy answers to their questions. This may sound simple, but these are the two most annoying things for clients, that doing it repeatedly and moving from one department to another can damage an organization’s reputation and income.
Every week, I meet with contact center officials, who try to break the silos to create consistency across all channels. Making it easy for the customer seems a difficult task.
In today’s social media world, the risk of harassing customers is high as dissatisfied consumers express their displeasure through Facebook, Twitter and TripAdvisor.
In fact, according to the Institute of Customer Service, 58%. People stop buying products from the company as a result of poor customer service, and even though it may be even more horrific, 70% of them will discourage others from joining the company upon receiving poor customer service.
An award-winning contact center is one that offers quick fixes, immediate results, and great customer satisfaction. It all comes down to giving your customers what they want with very little effort on their part. Express yourself to your customers and ask, “How can I make my customers’ lives easier?” It is time to review your processes and technology. Here are some tips to point you in the right direction.
Eight tips for designing a service that will reduce customer effort.
1. Find the right people
Your agent is your most valuable asset. But the days are over when they have to answer as many calls as possible. Today’s “key strength” should be to be able to solve complex problems for clients, so look for candidates who are highly flexible, emotionally intelligent, with a positive, “positive” approach, trained appropriately Do and inspire them. Keep them motivated.
Use workforce management (WFM) technology to create a “go-to” space for your talent and resources. Use this to mark skill gaps, create meaningful training programs, and combine them with real-time management capabilities to establish training during your free time, then maximize WFM to schedule. Your skilled representative at the right place at the right time.
2. It is a simple matter that has value
Each web page prominently provides a free phone customer support phone number, allowing agents to conduct web conversations and search FAQs more easily. Be sure to share your customer stories with the rest of the organization to create a unified understanding and feedback about common customer issues.
3. Take time to understand your customers
Listen to your agents – They know your customers are happy and what works, and be sure to create a mechanism for agents to share advice and suggestions. Then combine agent feedback with speech analysis and silent review to record the customer’s voice.
The more you understand what your customers choose, the more effective processes and techniques you can deploy to support more effective customer interactions.
4. Automation is the way to go
Help improve the customer experience Use web chat, which can automate chatbots, as the first line of inquiry. Chatbots can be programmed to be more mundane using automated responses in chats before adding humans to chats from customers.
5. Use your self-service game
The latest Artificial Intelligence (AI) powered contact center solution includes self-service capabilities that help people get information, ask mortgage brokers, book their next vacation, buy the latest essential gadgets or fashion items and Come back.
Defective product kettle suits them every time without talking to a single human. Think about it, can you reduce customer efforts by recommending wider use of self-service?
6. Moves work for you
Consumers expect to use their mobile devices to search for information, ask questions, and use social media to engage with their favorite brands. 24/7. Make sure your customer service is fully optimized for flexibility.
With a fully responsive website by offering web chat and providing various contact options like SMS, Facebook Messenger, WhatsApp and Twitter.
7. Omni-channel is the new multi-channel
Modern consumers want a consistent, satisfying and easy experience every time regardless of device or communication channel. This requires organizations to be aware of the history and interactions of previous purchases so that it is not repeated.
The latest technology solutions automatically flag how customers want to interact. From the same screen, delegates can switch between phone, email and chat to handle queries on any channel. This often requires extensive backend integration or the creation of a completely new backend system that provides information to your customers and agents.