The most common challenges in customer service and the best solutions
Posted: Wed Dec 11, 2024 4:26 am
Customer service has always been a cornerstone of good business practice and growth strategies. However, business is an ever-changing industry and the way we approach customer relationships to deliver quality service has changed. The fact is that traditional methods no longer deliver the same results as before. According to the July 2018 report by the Institute of Customer Service, customer satisfaction in the UK is 77.9, 0.3 points lower than in July 2017. This is the first time that customer satisfaction has declined since January 2015. It is essential to pay attention to this last aspect, as it is clear that delivering a quality customer bc data brazil phone number experience is essential to ensuring good financial performance. Improving customer satisfaction is easier said than done. Below we explain three of the most common challenges that companies face when trying to improve their customer service strategy, all of them accompanied by effective solutions to overcome them.
1. 360º customer view
A complete and detailed understanding of customer wants and needs is critical. A 360-degree view of the customer provides service agents with the information and insights they need to efficiently resolve customer queries. According to Splice Machine’s white paper , 84% of respondents would not buy from a company that ignored their channel preferences, purchase history, and other information important to personalizing the customer experience. When serving a customer, access to their complete information, profile, history, purchases, and interactions can make a crucial difference. Solution The most effective way to build a complete view of customer needs is to integrate data tracking software. Applications like Zendesk provide an intuitive and easy-to-use solution that offers a complete view of both existing customers and leads, allowing your company to identify trends and personalize the customer experience. By integrating your customer service tools with your CRM management solution, you can have the most complete view of your customers. For this reason, when choosing a customer service platform, it is essential that both systems can be connected, either through pre-built integration systems or through the integration features offered by web services APIs.
2. Escalation protocols and queue optimization
Optimizing the efficiency of case resolution and escalation processes is often a challenge for all types of businesses, whether it is customer queries or complaints. In most cases, customers can get a quick and satisfactory solution through chatbots or other customer support services available to them. However, in order to offer quality service, the company’s internal processes need to be well-oiled for when more complex issues arise. Solution When faced with a high volume of customer queries or complaints, having a FAQ section can make a vital difference. According to a 2018 report , 83% of customers turn to the company’s website when looking for information. Having a quality, well-built website can result in not only an increase in overall satisfaction, but also a reduction in cases that need to be escalated. However, it is important to have internal mechanisms properly prepared for cases that need further attention. This means focusing on a few key areas: – Giving customers tools to help them self-research their queries and speed up the resolution process – Escalating specific queries to subject matter specialists – Prioritizing cases based on their level of urgency – Prioritizing cases based on customer lifetime value – Collecting case information to continue the ticket optimization process. Case Priority Every case has its own level of urgency, which is determined by your company’s goals and priorities. It’s critical to integrate processes that help prioritize cases, no matter what criteria you use. This measure helps your company build an efficient ticket escalation process , which translates into a more efficient customer service experience. Measurement Collecting and analyzing case information, such as customer satisfaction levels and response times, brings many benefits beyond helping to improve customer service. This information allows your company to measure sales progress and identify areas for improvement in internal case management and customer interactions. This information can also be used by sales teams to introduce gamification tools to improve employee performance.
1. 360º customer view
A complete and detailed understanding of customer wants and needs is critical. A 360-degree view of the customer provides service agents with the information and insights they need to efficiently resolve customer queries. According to Splice Machine’s white paper , 84% of respondents would not buy from a company that ignored their channel preferences, purchase history, and other information important to personalizing the customer experience. When serving a customer, access to their complete information, profile, history, purchases, and interactions can make a crucial difference. Solution The most effective way to build a complete view of customer needs is to integrate data tracking software. Applications like Zendesk provide an intuitive and easy-to-use solution that offers a complete view of both existing customers and leads, allowing your company to identify trends and personalize the customer experience. By integrating your customer service tools with your CRM management solution, you can have the most complete view of your customers. For this reason, when choosing a customer service platform, it is essential that both systems can be connected, either through pre-built integration systems or through the integration features offered by web services APIs.
2. Escalation protocols and queue optimization
Optimizing the efficiency of case resolution and escalation processes is often a challenge for all types of businesses, whether it is customer queries or complaints. In most cases, customers can get a quick and satisfactory solution through chatbots or other customer support services available to them. However, in order to offer quality service, the company’s internal processes need to be well-oiled for when more complex issues arise. Solution When faced with a high volume of customer queries or complaints, having a FAQ section can make a vital difference. According to a 2018 report , 83% of customers turn to the company’s website when looking for information. Having a quality, well-built website can result in not only an increase in overall satisfaction, but also a reduction in cases that need to be escalated. However, it is important to have internal mechanisms properly prepared for cases that need further attention. This means focusing on a few key areas: – Giving customers tools to help them self-research their queries and speed up the resolution process – Escalating specific queries to subject matter specialists – Prioritizing cases based on their level of urgency – Prioritizing cases based on customer lifetime value – Collecting case information to continue the ticket optimization process. Case Priority Every case has its own level of urgency, which is determined by your company’s goals and priorities. It’s critical to integrate processes that help prioritize cases, no matter what criteria you use. This measure helps your company build an efficient ticket escalation process , which translates into a more efficient customer service experience. Measurement Collecting and analyzing case information, such as customer satisfaction levels and response times, brings many benefits beyond helping to improve customer service. This information allows your company to measure sales progress and identify areas for improvement in internal case management and customer interactions. This information can also be used by sales teams to introduce gamification tools to improve employee performance.