Good customer service takes teamwork. Putting their skills and talents together, a team of committed customer service agents can meet customer needs and create lasting engagement. This gives high loyalty and lifelong value.
However, finding the right talent to deliver the kind of customer service you want your brand to know is important. Customer expectations are changing rapidly, and there is no room for compromise while setting high standards of excellence in customer service.
According to one study, 86% of customers will happily pay more for a better customer experience. However, several factors must be taken into account when building a customer service team. For example, your agents must have the right attitude and soft skills to handle complaints smartly. They also need to have the right product knowledge 'to do the right thing' for the first time.
Failure to do so may mean repeated calls and higher handling time. The problem is that 96% of dissatisfied customers will not complain but will tell 15 friends about it.
If they do not see a change, they are likely to switch to a competitor even without telling you. For this reason, businesses are paying a lot of attention to hiring the right people for customer service roles. The cost to the customer is very high.
Training and development is another aspect that is of importance in the post-epidemic environment. Recently, customer support agents have faced remote work challenges while handling more than their fair share of complaints. This is affecting productivity and employee morale. Truly customer support is a requesting position, and the weakening rates are among the most elevated in the business.
This represents a threefold problem for businesses:
- Finding the right talent,
- Providing them with the resources they need to do their job well, and
- Maintaining them for the long term.
Build your super efficient customer service team with these 5 tips
Therefore, what can e-commerce companies do to effectively address these challenges? Here are 5 tips you can use to build a great customer service team:
1. Choose the Right People
Soft skills, patience and a genuine desire to help are the key characteristics of a good customer service agent. The question to ask before hiring a candidate is what motivates him to work every day. This can help you assess whether they are passionate about solving customer problems and work under pressure.
The right candidate should ideally pay good attention to detail and multitask when the situation calls for it. While it is possible to train agents on product and process, there is no substitute for drive and commitment.
Many businesses are hiring customer service agents based on whether they would be a good fit for the company's culture and brand values. They often assign it a more significant weighting than skill assessment.
2. Provide Them with the Right Resources
Even the most talented customer support team may find themselves handicapped if this process is thus too rigorous or inflexible. For example, if agents do not have the authority to provide a refund to an eligible customer, they may face a complaint.
Solutions: Identifying the most common types of issues faced by customers, queuing dedicated ones to handle them, routing cases to agents with the right skills, and opening cases that are consistently resolved. Most importantly, remember to keep processes lean with built-in reporting and analysis.
CSAT, NPS and CES are being adopted by many brands as key business KPIs due to their impact on customer lifetime value and churn.
Customer support teams should have access to reporting tools for actionable insights on their performance and the overall business impact of their decisions.
Suggested Read: Top Live Chat Support Software Features for your Business
3. Focus on Creating Opportunities For Training And Development
You have to recognize and reward good performance. This can inspire your customer service team to go the extra mile for customers. Customer service agents should be provided with regular coaching and feedback. Encourage agents to self-assess your performance and then add your own comments. Come up with an action plan to address any area in need of improvement.
Since they interact with customers daily, they may have valuable suggestions for process improvement that are worth noting.
Discuss regularly with your customer service agents about their career aspirations and show them how they can advance to the next level. Explain that taking initiatives for skill-building and process improvement can increase their chances of promotion.
For example, many team leaders, operations managers, or even directors of customer service start in entry-level roles before doing their job at the top.
4. Integrate the Right Technology
A good customer service agent can do their job a lot better if they have access to the right tools. With work from home becoming commonplace, the latest technology such as conversational IVR, chatbots and virtualization can enable your team to be consistently distributed according to SLAs. This is because that virtualization makes it simpler to move business cycles and applications to the cloud, permitting on-request access from anywhere, anytime.
Technology tools such as CRM and RPA (Robotic Process Automation) can address problems and retention to an extent while expanding omnichannel support options for customers.
5. Create a Positive Culture
An open, collaborative customer service culture is essential to provide daily customer service. If you don't already do this, create a customer service philosophy that inspires agents to build positive relationships with customers.
Award customer-centric behavior and offer best procedures by your top-performing a agents with the rest of the team. Ensure that your business KPIs, processes and systems are optimized to support agents in providing exceptional customer experiences.
Conclusion
Small companies may think that it’s difficult to adjust to the changing customer support worldview given the absence of assets and mastery. In such a circumstance, it bodes well to counsel an accomplished accomplice like Duvim Chat. We have broad involvement with building and overseeing client assistance groups in a practical and versatile way. Long haul contracts are not our favored method of working together. We believe in giving our customers complete control of using our services.
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