Those entrenched in the customer service space are always looking forward to the next best way that consumers can be helped and assisted. Having said that, let’s take a look at some of the ways that problems in the customer service experience can be addressed and any future mishaps that can be avoided.
Implement a Multi-channel Customer Service Experience
It’s difficult to overemphasize the importance of providing consistent, thorough customer service across every channel available. While it may seem like cutting edge to allow customers to interact with agents via Facebook and Twitter, it’s extremely important that customers receive prompt responses and that agents know how to properly use the services.
It’s absolutely critical that each agent understands the process for dealing with issues on each service. By having a step-by-step guide for each multi-channel option, there will be much less room for confusion by the agents or customers, and even the most difficult of new practices will soon become second nature.
Technological Infrastructure Needs to Be Flexible
With the advent of every new communications platform there will be a line of customers eagerly waiting to try it out for service. As tempting as it may be to implement new channels of communication, it’s vitally important that the infrastructure within your call center allows for changes to occur and adapt along with technology. Don’t be hasty about the methods of communication you employ; it won’t matter much if it’s inefficient and creates customer churn.
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