If you’re a service manager or an agent, then you’re at the center of a major shift in the importance of customer experience on the business. This is because a great experience requires great service, and individual customer interactions can now exert an unprecedented degree of influence on overall company success. For example, in one McKinsey survey, 700 senior marketing and sales service executives agreed that the top three areas with the biggest impact on commercial success were all service-related: customer service, efforts to improve the customer experience, and customer management.
With billions of people now connected on social media, customer service not only drives retention and upsell, but also has a considerable impact on brand perception.. A single positive interaction with the right customer, at the right time, in the right channel, can be immediately amplified across social media, creating a rise in brand value.
Managers and agents now also have an unparalleled opportunity to use service data and AI-powered smart assistants to improve experience. Customer cases, opportunities, agent interactions, omni-channel volume, knowledge-base usage — all amount to one of the richest treasure troves of data in the enterprise. Enriched and used at the point of interaction, this data can make customer service decisions smarter than ever.
With so much at stake in business — and so much upside for better, smarter, and more fruitful customer interactions — we created a set of handy video guides to help you leverage Einstein Analytics to lead the customer experience.
Solidify your service fundamentals by measuring agent performance and how agent interactions impact customer satisfaction (CSAT). Suboptimal agent productivity increases the cost of achieving a strong customer experience. The overuse of agents risks burnout. Clear visibility into individual agent workload, first call resolution (FCR), caseload, and how everyone stacks up in CSAT is key. Service managers use these “4 Steps to Measure and Improve Agent Productivity” to leverage Service Analytics to deliver improved performance.
It is also important to get a handle on backlog and case management. High-performing service managers can immediately see cases that are high priority or aging. They can drill down to see them by product, agent or customer, and immediately act and escalate. Here are “4 Steps to Streamline Backlog and Case Management.”
Service is now an omni-channel world, encompassing phone, chat, social, media, email, web, and mobile. Balancing resources and headcount amid changing volume across channels can be a challenge. One study found that 33% of customers blamed a lack of a seamless multichannel experience for their negative social media sentiment.The best service managers have a clear understanding of which customer interaction channels are most effective in closing different cases, and which ones need resourcing at different times of day, and they use it to guide staffing. Find out the “4 Steps to Prioritize Service Team Channel Management,” and learn how Service Analytics can help you see channel trends and outliers, then drill down to the case-level detail to take action.
When your agents are on a call with a customer, the last thing you want is for them to be in the dark. The best conversations are backed by timely and relevant customer information. A richer, more personalized experience starts with putting a complete perspective on a customer’s service experience — case history, previous conversations, products, reasons for contacting service.
But that’s not the whole picture. Empowering agents with access to relevant pending opportunities, recently closed deals, and upcoming renewals — all at the point of interaction — can turn a service call into a great experience for everyone. It can drive value across every dimension, including sales, service, marketing, and customer success.
With the “4 Steps to Deliver Exceptional Service with Customer 360,” you can turn your service organization into competitive advantage.
What if your agents could see an accurate prediction of what the CSAT would be for the case they are working on? Clearly seeing different actions they might take on the case would reliably change the score. Would it give them a critical advantage to boost customer experience?
Our service customers have told us that AI would give them the power to provide better service and predict issues easier. That’s why we have added Einstein Discovery to the Einstein Analytics Platform. Now AI is right at an agent’s fingertips — in the Service Lightning Console. You’ll be surprised how easy and intuitive it is to put data-science to work for customer service, explained in our quick guide, “3 Steps to Drive Customer Success with AI Powered CSAT.” After watching it, we think you’ll agree that using artificial intelligence to identify underlying patterns in your cases can help agents make better decisions. This is the next wave of customer service innovation.
Here is a service-ready playlist of videos that can help you blaze a trail with Service Analytics. Check out all the tactics used to raise the customer experience bar. Find out how to empower your agents to have more meaningful interactions. Get tips on how to manage all service channels more effectively. Because supercharging customer service has never been easier.