Customer service is one of the most important aspects of a new business, and something that has the capability of setting your company apart from the rest even in the formative years. Not only will high customer satisfaction rates attract more business for you, but they’ll also keep current customers coming back for more.
A lot of organizations and call centers are taking advantage of different SaaS programs and CRM technology to make sure that their customers enjoy the right treatment and ease of communication through their preferred channels of communication. Keep reading for some tips on how to build a great customer service experience for all your customers, and how to make it easier for customer survival reps to do their job.
Where are CRM and CX Tech Needed?
There’s hardly any company these days that isn’t using a software solution for contact center. This is because Customer Relationship Management technology and Customer Experience technology make the job easier for your call center representatives.
While customer service agents before would be forced to work with customers without any real idea of their history with your company – if they’re making their first purchase or their fourth one with your company, or if they’ve had complaints like this in the past – that’s not the case anymore. Today, CRM and CX technology make it possible for call center representatives to access all customer information linked with a particular phone number or user account and provide personalized and tailored solutions and assistance.
This saves time, increases efficiency, and gets better results.
Keep the Customer Journey in Mind
When assisting a customer, keep in mind where they are on their customer journey – whether they’re a new customer or someone who has been using your company’s products and services for quite a while. The way call center representatives deal with both will be completely different.
For example, when an old customer calls you, the call center representative might want to welcome them back and thank them for sticking around or choosing them yet again for their needs. On the other hand, a new customer might be thanked for their business, welcomed into the company, and assured that they won’t regret choosing the company for their needs.
Treating all customers the same regardless of their customer service journey isn’t a wise idea. Usually, it wastes time and loses business when customers feel like their needs are not being cared for properly.
Make Information Easily Accessible
Not only do you want your customer service representative at the call center to do their job well, but you also need to find ways to make the job easier for them. This can involve taking some of the burdens off their shoulders by creating some useful resources and with the help of some smart automation.
When it comes to answering common customer queries, AI chatbots and detailed FAQ sections available on your website are both great choices. The chatbots can then be trained to only send customers through to call centers and human customer support when a customer has an issue the chatbot cannot solve.
Of course, you will need to be careful not to make it even harder for customers to reach your support representatives while putting the chatbots in place, and the same goes for creating text and video-based information resources – are you making it easy for customers to still reach out to you at the call center?
Keep Your Agents Happy
While customer service departments never forget how important the customer is, sometimes the customer service representatives can be overlooked. Dealing with customers on a daily basis isn’t an easy job, but it’s on the employers and managers to make it easier for their customer service representatives.
Empower them with the help of the right technology and equipment, implement the right scheduling practices to make sure the customer service representatives are happy in their roles and keep employee engagement up in the workplace.
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