By Gage Drake
Facilitate access to information for your advisors. A study shows that 72% of consumers attach more importance to the quality of responses. To avoid making your support service agents helpless when they have a customer on the phone, facilitating their access to information and training becomes essential. The latter must be as competitive as possible to satisfy the customer best and respond to his requests. A collaborator who needs help to solve a request alone effectively will generate impatience with the customer. Always know that A Winning Sales Strategy Is the Key to Closing More Deals.
Moreover, he will have to solicit a more qualified collaborator or a manager to request assistance, which will help him resolve the request. The increase in resolution time, impatience, and nervousness on the part of the customer and the mobilization of additional resources are negative elements for the company, which should be avoided as much as possible. Better training of advisers like cultivate advisors for example then makes it possible to avoid these dysfunctions within the service.
Access To Information For Customer Service
For this, internal self-care solutions can be implemented within the after-sales service. They make it possible to limit requests for assistance by automating the responses provided, facilitating access to the company’s knowledge base, and making advisers more autonomous in resolving their customer requests.
They will then be more flexible in terms of actions to be taken or information to be given to customers. Internally, self-care tools contribute to building a more efficient, better organized, and more fluid after-sales service in the eyes of the customer, who will have fast and autonomous employees at their service. For their part, advisors will be more satisfied to be able to respond quickly and appropriately to customers, which helps to improve the well-being of employees daily.
Make Contact Escalation Available For Your Customers
Contact escalation offers a customer or Internet user another way to contact a company, often via a warmer channel (live chat, telephone). For example, when an Internet user browses a brand’s FAQ but needs all the information he is looking for to solve his problem, the company can suggest contacting a live-chat adviser.
This lets customer advisors focus on high value-added requests by letting self-care devices act as a first filter and then offer intelligent contact escalation if the issue is not resolved at the first level.
Measure The Actions Of Your After-Sales Service
If customer relationship policies are increasingly valued within companies, brands sometimes need to learn which performance indicators to follow and how to evaluate the performance of the associated actions.
Measuring After-Sales Service With The Right Kpis Is Essential
This analysis makes it possible to review the efficiency objectives, such as the number of requests processed and the level of productivity, but also the quality objectives of the solutions provided, i.e., the level of customer satisfaction, and to check whether they have been achieved or not.
Thus, measuring the actions of after-sales service on your various communication channels gives a more accurate idea of customer service’s weak points and strong points. This is to be proactive and take the right steps to improve service over the long term.
This is an essential return on actions, which makes it possible to improve the service’s internal functioning and consider possible transformations. To help with these measures, there are many indicators which allow real-time analysis of the positive or negative impact of customer service actions:
