Good customer service is essential for any business to succeed. It's important to have a framework in place to measure your team's performance and ensure that customers are satisfied with their experience. To do this, you need to establish a process-based agent desktop, follow the customer journey, and use different roles and team members to provide a complete view of how customer needs are being met. Additionally, you should use technology to your advantage, such as mobile strategies, forums, and social media surveys.
By following these steps, you can improve customer service and create a positive experience for your customers.American Airlines is an example of a company that has successfully implemented a mobile strategy. After an innovative technological evaluation, they found that 41% of their passengers used the text messaging and wireless Internet capabilities of their phones. To target their regular customers, they sent email and text message alerts with information such as flight delays, changes and cancellations. They also offered a mobile website for more advanced transactions, such as downloading a mobile boarding pass, which 29% of their customers used.
This strategy increased customer confidence in the airline and helped to control costs through proactive and self-service notifications, which reduced the number of incoming calls. An international bank also used this strategy when managers realized that their low customer satisfaction scores were due to the service agents at its 23 service centers following different operational processes. Agents now use a process-based agent desktop and, as a result, first-contact resolution has improved by 30% and call transfers have been reduced by 20%.Computer manufacturer Lenovo exemplifies best practices by linking forums to its largest customer service offering. As a result of the information contained in its forums, Lenovo saw a 20% reduction in laptop support call rates and reduced problem resolution cycles. It's important to follow your customer journey from how customers find and purchase your organization's services and products to billing and after-sales support. Make it as easy as possible for your customers to contact you and you'll notice an improvement in their perception of you.
Customers demand good service in every interaction they have, through any communication channel they use: telephone, electronic channels such as email and chat, and new social channels such as Facebook and Twitter. You can also include comments from colleagues and managers in which they realize that a member of the team provides exceptional customer service. Companies that offer efficient omnichannel support retain an average of 89% of their customers. Time spent measuring team satisfaction and employee training reduces turnover and improves customer experiences. Running a VOC program (Voice of Customer) and measuring your Net Promoter Score can tell you a lot about how customers view your business and how satisfied they are with your products and services. According to Forrester, 73% of adults online in the U. S.
UU. say that the best thing a brand can do to offer them excellent customer service is to “value their time”. Making unguided changes to your customer service strategy based on “feel” rather than measurement and benchmarking could end up hurting your support team and the brand in general. Importantly, it will also identify obstacles that stand in the way of offering high and consistent levels of customer service. A simple process will capture your entire customer experience and allow you to truly improve your customer service. You can also conduct social media surveys to ask customers to rate what part of their interaction with your brand they like the most and to comment on what improvements they would like to see. By following these steps, management can improve customer service by creating an efficient framework for measuring performance, using technology strategically, following the customer journey, using different roles within the organization, valuing customers' time, running VOC programs, conducting social media surveys, and establishing continuous improvement workflows.
