Customer service. The priority feature that has gained more and more fire in recent years. 2020 was the year when COVID-19 made it even clearer how important it was to be able to be there for its customers when it mattered. In this context, the ever-progressing technology glacier makes it easier for organizations to offer better service with fewer resources.
Better service with fewer resources — it sounds too good to be true, but so is the situation. Everything from advanced analysis tools to automated robots makes it all a reality. To cut both costs and queue times while increasing quality. Having fewer employees while making availability infinite. Dreams, fictions, which today is as true as cookie dough in ice cream and paddle tracks in Globen.
What do customer service managers focus on? What are the technologies that make 2021 the year customer service becomes the Hover Board that makes us feel like we are in the future? Can be examined!
1. More contact routes
People prefer different ways of getting in touch with customer service. By opening up more contact routes, we become available to more customers.
A common misconception is that it is possible to reduce traffic by opening up a new type of contact route. Self Help options are expected to reduce the number of calls entered. But the truth is that these options often don't benefit those who want human help, but the channel opens up the possibility for a whole new audience: those who love to help themselves.
Therefore, different contact routes become the way forward to be able to help all customers. And streamlining (such as automation) should be done within each contact path — such as, for example, adding an automated chatbot to an already functioning chat.
2. Partially automated cases
There's a lot of talk about automation. But many cases are difficult to automate in their entirety. In an invoice query, it can be difficult to talk to the outdated invoice system; in an order issue, it can be difficult to get the correct forwarding information from the carrier without calling them; it can be difficult to identify customers without the right integrations.
However, large parts of each case have many lighter components. For example, it is ALWAYS easy to automate the welcome of customers. If we dig a little deeper, we notice that it is also possible to collect all the customer's data completely automatically. If we look a little bit more, we find that it is easy to automatically send out a confirmation after a call that reassures the customer of what will happen next.
If we think this way, we suddenly have the opportunity to streamline large parts of the customer service department, without doing monstrous projects that cost the monster shirt. Available technology today enables this with everything from One-click plugins to open API flexibility.
3. Predictive Customer Service
It's not just direct tools that take customer service forward. Progress in other areas makes our human everyday life increasingly spotless. We're getting closer and closer to those floating armchairs from the spaceship in WALL-E.
A smooth and fine E-Commerce experience means that some questions about product purchasenever arise. Reduced margin of error in logistics makes inventory status more and more trusted — and missile-accurate load-mile control reduces order issues.
Let's call this Predictive Customer Service. In a perfect world, customer service is not needed as we have already predicted all potential problems and responded to them before customers are even aware of it.
4. Sentiment analysis
Customer service staff have been learning how to treat different customers in different ways for decades. The problem is that you do not always know what kind of customer will contact you. A customer who doesn't make much noise might be thinking of switching to the competitor, while a seemingly pissed-off customer might really be satisfied only that it has always made progress in life by being constantly dissatisfied (no matter how questionable the quality of this person's life becomes).
Sentiment analysis is technology based on language interpretation, tonality, and past data can interpret what mood a customer has. This is available today both for analysis of text — which will be useful in chat as well as in reviews and cases — but also for audio analysis, which makes it possible to continuously hone the perfect sales call.
It is also possible to categorize cases according to customers' moods, as well as draw conclusions that link customer satisfaction to types of cases.
5. Away with queue times
Doesn't phone queue feel very much in 2005?
In a world where we can get same-day delivery on everything from liver pâté to floss, it feels strange to ever have to experience the phenomenon of waiting again. Those of us who have been in a telephone queue sometime in the last 5 years know that it feels like jumping into a time machine. "When everything else goes so fast, why should I have to put up with this?" we think. Fortunately, we have our phones with bottomless entertainment that hold us in our hands through this difficult time — but wouldn't it be so much better to just be able to get on with our lives?
The so-called (unabashedly plagiarized from the Swedish Transport Administration) zero vision has been on the agenda for many customer service departments for several years now. But 2021 could be the year when this can actually become a reality.
Everything has to do with streamlining accessibility so well that the equation traffic /staffing =0. Here we have a bunch of possible tools, many of which have been discussed in this post.
How do you intend to work with customer service next year? Customer experience is becoming more and more important, and as always, you have to keep up with the turns. What's cool & fresh & fresh a year goes over to hygiene requirements before you know it.
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