Frustration is probably the single most common side effect of customer service. Not getting the answers we want or finding a solution to our problem is an experience most of us can identify with when it comes to dealing with service agents or company websites.
A recent survey of 5,000 U.S. customers by eGain, a cloud customer engagement solution provider, has revealed that 41 percent of consumers detest dealing with different reps that provide contradictory answers, and 34 percent dislike it when agents can’t respond to their concerns. In the past year, 60 percent of consumers who intended to make a purchase, chose not to due to poor customer service. Considering that long-term brand success depends on retaining customers, these findings are unsettling.
So how can organizations avoid the most common of pitfalls when it comes to keeping customers content? Put the following processes in place, and you’ll be well on your way:
Record Customer Interactions: Is your agent addressing a client’s concerns or is he or she simply flying through the air without a net? By analyzing individual exchanges between agents and customers, companies can get a better understanding of the quality of service they’re providing, as well as of each rep’s skill set. Recognizing issues and taking immediate action by capturing the right data from customer interactions can mean the difference between an unhappy consumer and one that values the company’s effort to go above and beyond standard service. With access to key factual data, contact centers won’t simply be improvising solutions but addressing overall performance patterns and weaknesses in the problem-solving capabilities of representatives.
Analyze Interaction Reports: In customer service, hard data trumps intuition or assumptions. By reviewing actual voice and screen interactions, as well as online reports, supervisors can effectively troubleshoot with facts. Audio/video players allow companies to view exchanges between customers and agents in their own time and analyze problem areas using company metrics to give agents useful and supportive feedback. Evaluations of agents that can be accessed by all company supervisors allow teams to work in tandem for greater oversight.
Improve Agent Performance: Many agents may not recognize their inability to do their jobs effectively. They may simply assume customers want solutions that don’t exist. By identifying problem areas, companies can implement changes in training to guarantee superior customer satisfaction. Agents can always improve upon past performance if they have the tools to do so; therefore, it is imperative that reps have access to feedback and suggestions after each call. Qualified data ensures that the correct adjustments can be made, which will inevitably contribute to greater customer loyalty and staff satisfaction.
With competition at an all-time high, businesses cannot afford to lose clients. Customer satisfaction is vital to ensuring long-term brand trust and loyalty, as well as revenue. Therefore, advancing customer service by implementing improvements based on substantial analysis and reporting is not only good for consumers, it’s also good for business. Customer service software allows companies to pinpoint a lack of consistency and focus, and offer clear-cut solutions to client interaction difficulties, so organizations can work toward delivering resolutions.