Contact centers collect a range of customer data, from common support questions to customer satisfaction surveys. However, they often lack the processes to take immediate action on this data. Collecting real-time customer feedback enables service teams to instantly act on a negative interaction and save the relationship.
For millions of men, dressing with confidence is a lot easier said than done. Nothing gets in the way of looking and feeling good like sweat stains or being stuck in stiff, restrictive shirts. Whether customers are finding the perfect fit for the office, hitting the links on the golf course, or chatting with customer support for care instructions, we want every step of the customer journey to be as high-quality as our shirts.
Together we’re better. We know that we are at our best when we work with partners to deliver great customer experiences for mutual clients, whether that’s ensuring that help desk software has been optimized for workflow efficiency, training agents on how to forge better connections with customers, or simply assisting clients in their efforts to improve the health of their support organization.
Delayed passengers clustering at an airline check-in counter looking for answers. Someone with billing issues navigating a phone tree after a stressful emergency room visit. The person with the mispronounced name crankily grabbing their cup from the cafe queue. We know these experiences—we may have even lived and breathed them, and the feelings they trigger, ourselves.
We make choices all day, from the clothes we put on to what we’re having for dinner. In the workplace, the decisions we make for our team members trickle down to customers. Outfits and dinner are highly personal — it’s nobody’s business how many times this week you wore the same pants and ate mac and cheese. But when it comes to decisions that affect our teams, how do we know we’re making the right choice?
Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time. That’s why customer service professionals should strive to master these five customer service techniques:
People are talking about you—and, let’s be honest, you might not like what they’re saying. Customers will always be discussing your products and services out in the wild—conversations between real human beings, from power users sharing their knowledge to folks just ramping up seeking tips and tricks. Even if you don’t always like what you see, you definitely need to be part of the conversation.
Messaging apps are how many of us communicate today. Around the world, people are connecting on their favorite messaging platforms, like WhatsApp, iMessage, WeChat and Facebook Messenger. At work, we collaborate with enterprise messaging apps like Slack and Microsoft Teams. We chat in real-time like we previously did on the phone (“I’m pulling up to your house, you ready?”), or we chat asynchronously through email (“Any ideas for dinner tonight?”).
Online marketplaces offer a wealth of solutions for companies of all shapes and sizes looking to improve the quality, speed, and efficacy of their customer service and support experiences. But while marketplaces are an incredible resource with nearly limitless possibilities, they can be overwhelming, intimidating, and confusing if you don’t know what you’re looking for.
With its unique ability to connect people experiencing the ins and outs of a product every day, an engaged user community is becoming essential when scaling support. This was the case at InVision, a digital product design platform allowing businesses like Adobe, Uber, and Evernote to collaborate more easily on product development.
