Seventy-six percent of customers expect consistent interactions across departments. It doesn’t matter whether the customer is on self-service channels or chatting with a sales rep. Customers want continuity — not redirects to a different team or having to repeat information. The key is to connect service to your customer relationship management (CRM) system. This will give you a complete view of a customer’s interactions with your company. When a customer reaches out, the agent has all relevant data on a single screen — demographics, order history, preferences, and more — so they know how to help. And they will know who to pull in from another department to help resolve the issue, if need be. OFFER SUPPORT ON EVERY CHANNEL - Today, great customer service happens everywhere — email, social media, text, and, of course, the phone. No matter the channel, customers want fast, convenient, and high-quality support. Here are the channels every service leader needs to scale support:
- Voice: Even though voice remains the top channel, it’s not the same phone support as decades ago. Today, voice is as much a digital channel as email or webchat. The key is to connect cloud telephony with your CRM. Call information instantly appears on the agent’s screen. Artificial intelligence (AI) transcribes the encounter in real time. This way, agents stay focused on the customer.
- Mobile: More service organizations reported using messaging apps (up 29%) and mobile apps (up 21%) in 2020 compared to 2018. Mobile options offer asynchronous communication. Customers and agents can access a log of past interactions and keep the conversation going over an extended period.
- Social media: Seventy-one percent of service organizations use social media channels. Integrate marketing and customer service data to give both teams a single view of the customer. This will help them to better collaborate and determine the appropriate next steps if a customer reaches out with a problem or complaint.
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