Is your customer service stuck in the 1990s? Get ahead with the latest customer service solutions that can help your company perform their customer service tasks more efficiently and leave your customers with a smile on their face. Today we take a look at the top 7 customer service solutions that are being implemented around the world with brilliant results.
Cloud ticketing system
A cloud ticketing system ensures that all your inbound and outbound calls are monitored in in the best way possible. An innovative cloud ticketing system will implement the best queueing strategies on the fly and ensure your customers aren’t waiting long to be connected with your staff. There is a wealth of cloud ticketing systems available, so get out there and have a browse around.
Automated customer surveys
Don’t just perform surveys every now and then. Make sure you’re always prompting your customers to give a survey response in the least irritating way possible – through email. An automated survey after each call from a customer should automatically send out a survey to their email. For the best response rate, have the opportunity to win prizes for completion.
Customer satisfaction dashboard
Monitor the length of your calls, time to resolution, and survey results over time so that you have a good idea of how your customer service team is performing. Similar to the cloud ticketing system, there are many software as a service programs available to do this job.
Extensive online FAQ
An extensive online FAQ will ease the stress on your customer service team. The more extensive your answers are, and your question base, along with an easy to navigate layout, the easier it will be to redirect your customers to web pages that need no staff interaction. Invest in building an extensive knowledge base for better results.
Dedicated customer service chat
Of course, even if customers can’t find what they’re looking for in your online FAQ, they may still want to interact online. Man a live chat service along with your social media accounts to draw the bulk of your customer service work away from the phone lines.
Customer service segmentation
Specializing different areas of customer service can work wonders for freeing up your team to work on particular issues. A catch-all at the start that redirects people to different areas of your customer service just makes sense. Think of like how the banks do it: “Press 1 if you’d like to open a new account, press 2 if you’d like to check your balance”, …
A customer, onshore, customer service partner
If the strain is just too much for your company or you aren’t quite ready to implement some of these solutions, then you can choose to partner with an onshore business process outsourcing company such as PRG. We offer either a full team, or a smaller team to augment your in house staff that can take the pressure off your department and lead to greater customer satisfaction. Contact us today to learn more about our customer service solutions.