We all have our personal pets when it comes to customer service. (For me, that's when a server asks, "Are you still working on it?") But some customer service troubles are almost universal – and according to a survey reported in MarketingProfs, these are the top 5 . of these?
5 Things Customers Hate About Your Business
1. Agents are not competent
Given the amount of information available on products and services – from product descriptions, videos, and photos to customer or user reviews – it's not uncommon for customers to contact your service customer to find out what you are selling. service representatives themselves. Ongoing training is essential to ensure your representatives are familiar with the new products and services you introduce, as well as any upgrades or changes to existing products and services.
But your customer service representatives also need to know the customer's previous interactions with your business. A customer who has had multiple contacts with your customer service team to solve a problem will be even more bored if, every time she calls, the team views her as a completely new problem. The use of unified communication tools such as the Nextiva CRM Service Database puts at your representatives' fingertips all the information about interactions, history and customer relationships, as well as on employee notes, providing a real-time view of each client. points.
2. Long time waiting
Nobody likes to stay on hold. At the individual level, representatives who can quickly access customer information in real time can respond more quickly and offer more targeted solutions. At the company level, the use of analytics tools to constantly monitor the performance of your customer service representatives will help you identify bottlenecks in your processes. customer service that slow things down.
Nextiva's NextOS provides valuable information about your customer service data and uses rule engines to automate system-wide actions, making your processes more efficient. Automation gives your front-line customer service representatives more time to focus on customers. In addition, by analyzing data on call volume and waiting times, you can ensure that your customer service center is always staffed appropriately.
3. Officers are not friendly or polite
When customer service representatives are overworked and stressed by clumsy and ineffective systems, even the sweetest of us can become irritable and take on customers. Providing your team with the tools they need to do their jobs, such as a unified communications solution, will make a big difference in their attitudes and interactions with customers.
Of course, technology alone can not solve all personality problems. Make sure representatives understand the importance of a polite and friendly service by making it a real priority. If all you measure is the speed with which representatives answer the phone or the speed with which they end a call, you could be rewarding. Take a holistic approach to customer service that assesses the experience of representatives as much as the speed with which they provide them. Finally, work to maintain the motivation, loyalty and team spirit of your employees. A happy staff makes for happy customers.
4. Navigation Problem in an Automated System / Can not Get a Person Live
Regularly evaluate the efficiency of your automated systems to get customers where they want to go. The system that worked for you two years ago may not be up to the job. Does your business offer a fantastic call center experience, but a vicious chat experience? Success in a communication channel is no longer enough. Today 's customers expect to easily communicate with your business via email, chat, phone, social media and more. NextOS simplifies communications so you can talk to your customers with the same ease in all formats. (Bonus: When you need Nextiva's help, you can access a customer service team 24 hours a day, 7 days a week, by e-mail, phone or chat in plus self-service options.)
5. He is asked to repeat the same information over and over again
Pausing or going from one person to another is bad enough – but when you ask clients to repeat the same information to each representative they talk to, you have a recipe for rabies. (One of my pet peeves: having to enter my account number, phone number or other string of digits in the automated system, only to have the rep immediately ask me for the number I just entered.)
When your customer service team has access to a unified communications solution that allows them to view customer data in real time or to discuss internally with other representatives, it is not necessary to repeat clients.
What customers want from your customer service
By choosing the right unified communications tool, you will be able to provide your customers with the three main things they expect from a good customer service:
- The ability to solve problems quickly
- Personalized and caring human support
- Knowledgeable Customer Service Teams
NextOS unifies your communications technologies into a single platform, putting your business at the forefront of customer service.
Reissued with permission. Original here.
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