The good news is that support leaders looking to meet changing market expectations can take advantage of a wealth of customer service advice offered by subject matter experts.
The best thing is that they do not come from simple conjectures but are based on different carefully prepared studies.
To achieve our goal, we partnered with ESG Research to build a framework around customer experience maturity and success.
After surveying 1,000 CX leaders uzbekistan email address around the world, ESG identified three levels of maturity : the leaders, those in the middle of the pack, and those at risk of being left behind.
Field champions build a culture focused on customer experience , driven from the top down.
In other words, a support team dedicated to making customers happy doesn’t operate in a vacuum. It needs a service strategy that is understood by all departments , from sales to marketing.
Whether you're a top-level customer service representative (answering the simplest of questions) or a CEO (leading the company), deep down, every employee should keep this question in their mind:
Will my actions contribute to the well-being of clients?
With that company mentality in place, support leaders must focus on building teams of customer service experts who have the people skills , empathy , and demeanor to ensure that there are no unhappy customers—and if there are, they don’t stay that way for long.
This starts with developing a reliable hiring process, where we can identify the candidates who will best adopt this customer-centric culture .
To assess whether your employees are customer-focused, look at whether they are problem-solvers and good listeners. It's also important that they use friendly language with customers and coworkers.
Asking the right questions during the interview process can go a long way toward hiring people who have the soft skills needed for good customer service.
Learn how to adopt a customer-centric strategy.
Provides agents with tools for success
If you give employees the right tools for the job, they'll be in a better position to promote your company's values .
In fact, 93% of area champions rated their teams , regarding the satisfaction of their help desk solutions , with a 9 or 10 – the best score on the scale.
And it pays off: These leaders said agent turnover is “not a problem at all,” with 6.7 times the incidence for newbies (40% vs. 6%).
It's important to start by creating efficient workflows that keep employees focused.
This means harnessing the power of automation processes , which route tickets to the right customer service representative while reducing repetitive work that can hinder productivity.
Combined with robust internal self-service , which treats employees like customers, your support team can eliminate the obstacles that lead to service delays and, worse, exhausted workers who will struggle to provide excellent customer service.
If you want a well-articulated customer service department, consider establishing a dedicated operations team that will make the most of the resources of the tools you provide them.
Also consider writing a change management process that keeps everyone informed.
Improve the skills of your customer service team
Customer service tips include avoiding agent turnover and allowing them to do their job well. To do this, it is crucial to invest in their training , so that they continue to develop their customer service skills .
Savvy customer service leaders know it's important to cover both bases: giving their teams the tools they need to do their jobs well and training them properly .
Compared to entry-level leaders, these leaders provide their teams with more than two and a half additional days of customer service training annually.
You may be interested in reading: 7 key contents for customer service training.
Find customers on their preferred channels
Customers expect an effortless experience, and part of that means meeting them on the channels they prefer.
The choice of channel varies depending on the problem and where that customer is currently located. For example, on your website, your social media, or your help center.
That's why service experts offer, on average, two more channels of interaction than beginners.
