4 out of 10 customers that encounter poor service would advise others to stay away from that business. Customers jumping ship due to subpar support experience is your worst nightmare coming to life. But irrespective of how airtight your customer service is, there will be cases where customers become unhappy or irate and demand to speak to the higher authority. Additionally, not all tickets are created equal. Some can be solved easily, whereas others require the intervention of senior agents. Mishandling…
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Imagine this. You are the manager of an IT team of 40 agents, trying to heighten security on laptops and handhelds for about 2000 employees. Preferably, the support agents would want the employees to implement the changes by themselves following the step-by-step instructions sent over an email. But kaboom! 350+ trouble tickets pile up in your helpdesk tool with one issue after the other. As a manager, what will be your approach for minimizing the volume of tickets? You have two…
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Here’s a scenario for you. Imagine you work in customer support. You’ve just logged into your system and you see seven tickets assigned to you; four of which are brand new. You decide to work on tickets based on their priority, but alas, all four are labeled P1 (high priority). Your manager looks the entire team dead in the eye and says that last month, the company lost X amount of money due to SLA breaches and escalations. So, you can’t…
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If your organization feels that it falls through to meet SLA because of obsolete technology, it’s time you take the plunge and switch to a unified cognitive platform. And, if you’re interested to see how SearchUnify turbocharges your support ecosystem to consistently meet the SLA requirements, then watch it live in action by requesting a free demo.
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In many ways, driving more sales is the litmus test to customer success. Even though generating revenue is a shared goal that requires a collective effort, one team that can directly impact your sales quotient is customer support. It provides significant ancillary revenue by creating upselling and cross-selling opportunities. Your service reps interact with customers who already trust your brand. That makes upselling and cross-selling a lot easier. In fact, according to a Forbes article, you have a 60-70% better chance…
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When it comes to building a business, attracting new customers is only half the battle. Success hinges on how satisfied your current customers are with your products or services, now more than ever. One of the most important attributes of good customer service is how quickly you can resolve their issues. Bold360’s research opines, ‘43% of customers say getting a resolution from the first person they contact is what it takes to make them happy.’ Therefore, putting customers in a queue…
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Customers today are more aware and empowered than ever before. Driving efficiency and creating a positive customer experience is only possible if you have a bird’s-eye view of your customer’s journey. The key to providing a stellar CX is personalization because one-service-doesn’t-fit-all. Technologies like intelligent applications, automation, etc have seen a widespread adoption to improve customer experience in general. One such technological force riding high on its success is customer service analytics. It involves gathering and analyzing historical data together with…
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Over the years, the role of support agents has shifted from simple problem-solving to building lifelong customer relations. Even the newly hired customer support executives are expected to provide timely and relevant information. According to a Salesforce report, 84% of customers say the experience a company provides is as important as its products and services. Since support agents today play a strategic role, they have the potential to add more business value. It’s a no-brainer that a well-versed support rep who…
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Escalation management is the process by which a customer’s complaint or issue is presented to a specialist or senior company representative — usually an L2 agent, supervisor, or manager. In an ideal world, every call center aims for a zero percent escalation rate. However, we are apprised of the fact that the lives of support reps and managers are not this simple. Why is it Important to Predict & Prevent Escalations?
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