Author: Reda HADDOU
Date of Publication: 25/05/2022
Providing excellent customer service has always been a challenge, even for the best support agents. Due to three factors, this challenge is only getting more complicated:
Customer service workflows are becoming increasingly complex
Customer expectations are higher (e.g. customers expect agents to provide fast and personalized service)
Customers want to communicate with companies via their preferred channels, with the same support across all these channels.
All of these factors are driving companies to improve their agents' work and efficiency in solving problems, especially for growing companies. It's important to remember that your customers don't care about your internal operations. They just want their problems solved. So, in order to respond to customer tickets quickly, agents need relevant information and easy ways to respond to customers across channels.
Responding to customers problems
Simplify Agent Work
Agents need to be able to create a workspace as unique as the tickets they receive. As a business grows and becomes more complex, customer issues also become more complicated and nuanced. In that sense, you need to provide your agents with tools to solve these complex issues without affecting their productivity, efficiency, or satisfaction.
The customer context you need
Customers are increasingly contacting you through multiple support channels, resulting in fragmentation and data isolation. In order to resolve customer problems faster and more easily, agents need all relevant customer information in a simple and immediate format.
Omnichannel support for smooth interactions
Omnichannel support allows agents to maintain consistency as the conversation with a customer moves from one channel to another. This support tool essentially unifies customer communications within a single interface. That said, and as previously mentioned, your customers are not interested in how you will maintain a consistent communication with them. All they want is to be able to contact you through their preferred channels, depending on the complexity of their problem or even the time of day.
By following these steps and enabling agents to communicate with customers across different channels quickly and efficiently, rest reassured that your customers’ satisfaction will go up, while your agents’ stress levels will go down.