Reduce or eliminate the need for customers to contact a customer service representative with helpful, informative customer self-service, including your help center, customer portal, and customer service chatbots. Review search trends and have agents track requests to identify new patterns. Write knowledge base articles to answer recurring customer questions. Update your help center and chatbot messaging. And be sure to revisit search engine optimization (SEO) terms to ensure customers find your content first.
2. Have the right channels
Survey customers to understand their channel preferences. Keep an ear to the ground: Are customers asking for service on another channel that you haven’t considered yet? Stay up-to-date on emerging trends and technology as well, including new social media platforms and messenger apps. The more relevant channels you have, the less customer effort is required.
3. Speed up resolutions with workflows
Preconfigured workflows guide agents through processes to reach america phone number list resolutions faster. For example, they can help agents report an error on a customer’s billing statement. Intelligent workflows also work on self-service channels to walk customers through simple processes on their own, such as how to initiate a return.
4. Connect your data
Seventy-nine percent of customers expect consistent interactions across departments, but 55% say it generally feels like sales, service, and marketing don’t share information. Create a single source of truth for data that connects teams and technology for a holistic view that goes well beyond service interactions. This way, if a high-value customer reaches out with a problem, the agent has access to details on the relationship and may choose to loop in a sales rep.
5. Assign the right agent
When customers connect with someone with the best skill set to solve their specific problem, whether that be institutional knowledge or a deep understanding of a process, the likelihood of a resolution increases. Try an omnichannel routing solution, which can be integrated across your service channels to automatically analyze case data and assign the right agent. These solutions can also predict demand based on volume across channels, geographies, and expertise.