Updated: Nov 29, 2022
Author: Reda HADDOU
Date of Publication: 25/05/2022
What your agents experience and how they track customer needs: the difference between a standard company and a successful one.
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.
First, customer service workflows are becoming increasingly complex. In particular, when once there was just one person and one phone, today agents must work with complicated and cumbersome interfaces.
Second, customer expectations are higher. In fact, customers expect agents to provide fast and personalised service. However, this is only possible if the agent has relevant contextual information. For example, who the customer is, what problems they have had in the past, etc. without having to ask them.
Finally, 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, especially for growing companies. The good news is that all of this is now possible by enabling simple, seamless omnichannel support at the centre of a centralised support solution. Thus, it's important to remember that your customers don't care about your internal operations. They just want their problems solved. So solve them. As a result, to respond to customer tickets quickly and efficiently, agents need relevant information and ways to respond to customers across channels.
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 become more complicated and nuanced, so you need to provide your agents with tools to solve these issues without affecting their productivity, efficiency, or satisfaction. For example, for a store, this might mean dedicated workspaces for certain common support cases, such as returns. If a customer contacts you for a return, the agent can automatically have the appropriate tools (like apps and macros) to quickly respond to the customer's request in a workspace called "returns."
All 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 issues faster and easier, agents need all relevant customer information in a simple and immediate format. Ideally, the agent no longer has to think, "Um, who's that one?", or "Why has he contacted me in the past?". It's a win-win situation for the customer and the agent!
Omnichannel support for smooth interactions
Customers use a variety of devices and apps to communicate with friends, family and, yes, businesses. In particular, a customer prefers to chat while at work, email on a bus, or phone at home. Thus, omnichannel support allows agents to maintain consistency as the conversation moves from one channel to another, unifying customer communications within a single interface. That said, and not to repeat ourselves, your customers are not interested in any of this. They want to be able to contact you through their preferred channels, depending on the complexity of the problem or even the time of day.