Rising consumer expectations is making it difficult for customer service agents to deliver an outstanding experience, despite a quality product/solution.
Nonetheless, as Kristin Samby puts it, organizations go with the policy that “when customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.”
While the ongoing pandemic switched on the panic mode for all of us and heightened it due to prolonged virtual interactions with team/s, one can only imagine how stressful customer service representatives’ workdays can get. Dealing with customers across regions/cultures/backgrounds and trying to meet their expectations with personalized response/service per need/state of mind and preference is a strenuous job, more so in the pandemic when call volumes have reached the roof.
With increasing competition between organizations to acquire more business the pressure on agents has become a quotidian part of their regular life.
Let's delve into three customer paradigms and analyze how you can equip agents to deliver a better experience and ensure business continuity.
An Angry Customer
“It takes 12 positive customer experiences to make up for one negative experience” - Glance
An Intelligent Customer
A typical intelligent consumer, rarely calls into contact centers to seek help. They often try to resolve issues by referring to the FAQ section on the website. But when they do seek help, they expect that the agent will resolve the issue within a short period of time.
"Of all self-service channels, customers make the most frequent use of knowledge bases" - Helpscout.com
Digital technology is necessary within contact centers to facilitate such experiences not only for intelligent customers, but for the agents themselves too. Every customer is equally important irrespective of the business/transaction value. Having solutions that can quickly capture information through a digital form helps both customers and agents to save time on verification processes during peak hours.
SmartAssist enables customers to interact with the agent directly on the query to decrease the effort and time for both parties by entering the customer data manually in the respective interfaces. This is achieved with built-in support for capturing customer requests through both virtual agent interactions and rich digital forms.
A Technically-Savvy Customer
"70% of the customer's journey is based on how the customer feels they are being treated" - Hubspot
You can’t control how customers behave, but you can make them feel delighted with your exceptional service.
Talk to us to explore how SmartAssist can resolve your agent’s toughest interactions with customers.