How to make customer service succeed?

We are awesome and need to share with you some amazing facts about customer service!

Customer service itself is an important part of the company. Nowadays understanding customer needs and providing support is a key for long lasting and loyal relationship. However, expectations of clients are growing. One way to fulfil them is to keep in mind ‘The steps to channel Modernisation’ [Forrester].

 

1. Make The Right Channels and The Right Time

There is a lot of available channels for customers to contact the company, the key is to use modern knowledge solution and optimize content retrieval. Furthermore, organisations must follow up with modern technologies and smartly use virtual agents and chatbots. Channels are having different time-based features; however, some can have familiar communication pattern to simplify the process – for example chat and messaging. Multichannel solving issues should become a standard procedure for customer service, it means client is able to solve his problem by calling, massaging, sending chat or e-mail etc.

 

2. Digitize established process

 Tracking clients’ behaviour and analysing it can bring a lot of benefits for further development of the customer service. Gathered insights give overview where to invest more time and sources to increase productivity and quality of the service.

 

3. Implement Innovative labour model

Business agility is an important factor, customers are expecting more from service providers. The Best solution is to look at innovative labour model to meet the real-time demand for agents.

 

4. Automate processes

Time is the strongest value, the same for the customer and the agent. To fulfil the demand, it is required to automate every possible manual process. Briefly organisations must: Leverage process guidance, add robotic process automation (RPA) and explore agent-facing virtual agents. Overall goal is to provide valuable customer service without wasting the time.

 

5. Add artificial intelligence 

Technology allows using AI that can learn, process, analyse and more. It is great tool to make operations smarter and solve issues faster. Machine-learning algorithms can bring new light to the customer service and generate answers for questions human did not even think to ask. Steps are an answer for struggle of companies to be able to react to the modernisation of the society – new devices, new channels and innovations. Here point is to keep balance in-between automatization and intelligence by using traditional and newest technologies. Smart usage of available sources will set agents free from low-value or repetitive tasks and let keep focus on not standard and more complicated cases.

 

Steps are an answer for struggle of companies to be able to react to the modernisation of the society – new devices, new channels and innovations. Here point is to keep balance in-between automatization and intelligence by using traditional and newest technologies. Smart usage of available sources will set agents free from low-value or repetitive tasks and let keep focus on not standard and more complicated cases.

There is much more to discover! Customer service is an amazing and interesting topic and gathered knowledge can be a great tool in your future business!


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Source: Forrester 2017