When developing agility in customer service, and just like high-performance athletes, the first thing we must know are the challenges we will face, as this will allow us to have clear zambia email address objectives and a defined goal. In the case of CX, skills and abilities must be focused on covering the main needs of customers to avoid, according to Zendesk's Agility in Action report , 50% of them going to your competitor after just one bad experience.
Taking advantage of this spirit of struggle, dedication and competitiveness that the 2020 Games give us, and based on the Zendesk Agility in Action report , we present some skills that you should adopt in your company if you want to achieve maximum CX agility, crush your competition and get on the podium:
Speed: Adopt work processes and technological tools (more communication channels, chatbots, automated responses and self-service) to offer faster solutions and responses, which will allow your customers to get a response at the speed of a 100-meter sprinter.
In order not to be left behind in the race to attract and retain more customers, according to data from Zendesk's Agility in Action report , around 75% of the most successful CX companies in Latin America already have more communication channels, 91% communicate via messaging and social networks, and 26% are resolving problems faster through their consumers' favorite channels.
Synchronicity: Have you ever observed how rhythmic gymnastics, archery, or rowing teams perform synchronized actions without losing rhythm in order to win a medal? Well, just as they need to work together to achieve their goals, the areas of your company involved in customer service, while respecting their position, must be equally coordinated to work together, communicate, share knowledge and experience, all with the goal of meeting needs with efficiency and quality.
To make this possible, and following the Agility in Action report , 88% of the companies surveyed in Latin America have integrated their workforce workflows, 85% of them using unified collaboration tools and 79% automating communication between areas, such as marketing, sales or finance.
Flexibility: Without a doubt, this is one of the most trained abilities by athletes, without it they would never be able to give the demonstrations of power and strength that impress us so much.
Showing that you can adapt your customer service strategies based on the changing contexts and realities of your customers and the market will give you the match point. This is achieved by listening to what your customers have to say and identifying their needs through real-time data analysis, providing new insights that will allow you to adapt to, and even anticipate, the changing needs of both them and the market.
Problem solving: Every good athlete knows that they must learn from their mistakes and use this knowledge to their advantage, and that navigating waves, obstacles or hostile terrain in the best way will make them shine. In service areas, support staff are at their best when they have customer complaints and needs as their priority to resolve, and they support these processes by adapting and sharing the knowledge acquired with other areas or new elements of the team.
To make this possible, it will be necessary to improve the skills of your agents through training and experience sharing, or through Artificial Intelligence, which can automate learning from errors, such as the most common bad customer experiences, and provide equally automatic and agile solutions.
