Why is customer service important?
The seven pillars of great customer service
Connect customer service to the broader organization
Seventy-six percent of customers expect consistent interactions across departments. It doesn’t matter whether the customer is on self-service channels or chatting with a sales rep. Customers want continuity — not redirects to a different team or having to repeat information.
The key is to connect service to your customer relationship management (CRM) system. This will give you a complete view of a customer’s interactions with your company. When a customer reaches out, the agent has all relevant data on a single screen — demographics, order history, preferences, and more — so they know how to help. And they will know who to pull in from another department to help resolve the issue, if need be.
Offer support on every channel
Strike the perfect balance between quality and speed
Train agents on soft and hard skills
Agents today must actively listen, exhibit empathy, showcase product knowledge, and deliver a personalized experience to every customer, all while resolving cases quickly. As a result, 55% of agents say they need better training to do their jobs well.
- Interpersonal skills: At the end of the day it’s how you make people feel that matters the most. Teach agents the basics of communication, including listening, positive language, persuasion, and empathy. Express the importance of putting yourself in the customer’s shoes.
- Product knowledge: Update all employees on any new releases or updates. Encourage agents to study company protocols, products, and services. Provide opportunities to shadow and collaborate with experts to improve their product knowledge.
- Technical expertise: Ensure your technology is intuitive for agents. Train them on the latest features and functions. Ask agents for their feedback so that you can improve the experience for every employee.