In today’s business environment, customer service isn’t something that supplements or supports your actual product or service. For most parts, it actually defines the backbone of one’s actual business conduct and customer approach.
Modern customers also take customer service as an important factor in determining individual business proficiency.
This makes customer service into one of the forefronts of modern business competition for acquiring new customers. And that doesn’t cover it all….
According to Verint.com, only 15% of customers say that good customer service will not change their opinion about a particular business. This makes it one of the industry’s highest ROI generators for every concerned industry.
In-accordance, businesses are constantly trying to figure out ways of providing a successful customer experience. In-order to achieve this, businesses need to understand the factors that encapsulate a successful customer experience.
De-constructing Successful Customer Service
All organizations who have mastered successful customer service have created a well-integrated process flow. This makes it hard to recognize individual parts and their underlying coordination.
A great customer service also translates into long-term customer retention and more value per customer. For this, you need to understand and connect multiple parts of team that constitute a successful customer service operation.
In short, you are required to connect all the dots as well as understand how these individual dots coordinate with each other. With right collaboration, you can be assured that each task gets allocated to the right individuals. This makes understanding the actual mechanics of a successful customer experience into a formidable task.
Here, we address the multiple aspects of delivering a successful customer service.
1. Manage Flexible and Independent Teams
In successful companies, successful customer services aren’t delivered by independent or isolated teams. They are delivered as a result of combined or collaborative team effort that covers multiple teams and individuals. This requires pulling-in resources or retrieving information from multiple parts of the organization.
According leading Business journal gallup.com, almost 84% of employees serve on multiple teams on most workdays.
In this situation, the service team acts as the front for receiving independent service queries. Afterwards, these queries get transferred internally to corresponding teams. For this, you need to build a greater streamlining of tasks to each individual teams. This creates greater interdependency and co-ordination between individual teams. Further, this facilitates an efficient transfer of knowledge.
2. Putting Stringent Limits on call Duration
According to ACD system, 20% of the calls should be answered within 20 seconds. Realistically, this remains a steep target for most businesses. Meanwhile, most calls that take more than 40 seconds to be attended are dropped.
A call distribution system can streamline each call through an automated system or manually operated system. In this case, you can also receive automated reports for call waiting during each specific time period. In these cases, call duration could be measured and stringently managed within given time constraints.
3. Enabling Customer Engagement
An ability to automate customer calls has seen a rapid increase in the number of customer calls or eliminating human touch points at each call. Both these come with detrimental effects on building customer engagement.
According to a research by hbr.org, customer engagements are built through resolving specific problems at their initial point of contact. All further calls come at a value of depreciating customer engagement. When your customer calls go beyond nominal three calls, it leads to increasing customer dissatisfaction.
4. Managing and Streamlining Team Tasks
Finally, customer service doesn’t end with attending incoming calls. Every task should have an upper limit for satisfactory execution. For this, every task should be allocated to right teams and individuals within a specific time constraint.
After equipping inter-team collaboration, organizations should ensure that every individual task gets streamlined to the right individuals.
By a unified task management dashboard, you can view pending tasks for each individual. This also allows you to establish an efficient system of inter-team task distribution.
This ensures that all tasks are managed by the right individuals. It also consecutively cut-down on time spent on each task through efficient ticketing and distribution system.