Customer service is a key part of any organisation. Your product might be great, but your customer service also needs to be on par. Unfortunately, this is often not the case. Customer service is one of the key 6 phases of the Customer Journey, turning customer interactions into durable relationships, which ultimately builds loyalty. This just shows how important it actually is.
Your customer service representatives are at the centre of all of this. Customers expect a consistent, positive and proactive flow during their interaction with your team. Therefore, it is important to ask yourself how you can improve the customer service. Great customer service centres know the customers’ expectations and deliver a consistent flow along the whole journey. HR service firm Randstad, for example, is using individualised learning moments to deliver a consistent customer experience throughout all their local offices.
Here are a few customer service tips for identifying ways to better serve your customers:
Gather feedback from customers
The first step is to get a baseline on how you are doing today. This is done by actively measuring the customer experience and getting continuous customer feedback. Make sure to ask your customers for feedback after an interaction with a service agent or an online knowledge base. This can be done by using a scoring system such as Net Promoter Score (NPS), Customer Satisfaction (C-SAT) or Customer Experience Index (CXI). Besides these scoring systems, open feedback will also give you a lot of insights. At Onsophic we are able to capture this feedback in an automated way, providing you with a detailed dashboard on how your customer service is performing.
Be present and available in the omnichannel
Customers want help without hassle. They no longer want to wait 20 minutes on the phone listening to a tune. Customers want immediate assistance, using their preferred channel, at their convenience. Therefore it is important to invest in an omnichannel approach. Of course, email and direct phone are very relevant, but why don’t you try experimenting with Live Chat, SMS, Whatsapp, Facebook Messenger, Twitter or even Chatbots? Try to think of moments when your customer might require help, and which channel is appropriate for that time.
Observe the customer, become proactive
A big new trend is ‘customer observation’. Instead of waiting for the customers to ask for help, you should try to help them out proactively. This can be done through data analyses. For instance, if you can detect that a coffee machine is almost empty, you can take proactive measures to fill it up again before a customer has the chance to notice it – resulting in fewer calls and happier customers! This strategy is, of course, harder to achieve, but it will greatly improve your customer satisfaction.
Improve customer service skills
Naturally, your team stays at the centre of the game. It is very important to keep on improving their soft and hard skills. The Onsophic CX platform is able to automatically train your team based on the insights that are gathered. We know, based on the feedback that a customer gives, which team member is involved, and can deduce which course is relevant for that person to learn and improve. Then our platform starts developing new habits with the team member, by sending interesting and small ‘learning nuggets’ at different moments in time. This eliminates the need to develop lengthy classroom or e-learning courses. With Onsophic CX your team’s skills are improved rapidly, whether it’s about product knowledge or communication skills.
Invest in self-service
Customer needs are shifting. Gone is the time where they used to call the service desk for every little question they had. Customers are demanding increasingly more self-service capabilities. Questions or requests regarding their invoices, account balance, upgrading or downgrading their plan, etc. So it is important to start investing in self-service capabilities as an organisation by providing step-by-step texts or video manuals.
Nonetheless, your service agents will still play a key role. As customers expect self-service for routine tasks, the need for a very personal and productive conversation is still of importance. If you can pull that off as a customer service centre, you are on top of your game and are building customer loyalty along the way.