4 simple things that will make your customer service better
1. Track and trend your customer support queries. Properly.
This is where it starts. Why are your customers calling support? How often do they complain about a specific software issue? How frequently do they ask about their order delivery? Which products generate the most support calls?
As a Cx Manager, if you don’t know this, you are blind. You can’t improve self-service. You can’t train your agents. You can’t escalate problems to other teams for a permanent fix. You can’t do much at all to improve the customer experience.
But how do I do this …“properly”? might you ask? Traditionally, you rely on support agents manually applying tags or custom fields to each support interaction. And unfortunately, this does not work well. Manual tagging is simply not reliable, and we see it every time we run a report to trend a specific customer issue. It never shows what we expect, because manual tagging is not reliable. At Cx MOMENTS, our own industry stats show that only 15% of the reasons to contact are properly identified by manual tagging.
But Cx MOMENTS will do this automatically for you. It will detect and trend the reasons why your customers contact your support teams. And when you discover a new issue or reason to contact, Cx MOMENTS will classify your entire ticket history against it. So you’ll always know if a new problem is really …new.
2. Share new product feedback with … your Product team.
When launching a new product or a new feature, Product Managers are really eager to hear what comes back from the field. And quick. Early customer complaints or queries will help detect problems or design weakness before they spread to a wider customer base. There again, agent tagging is not reliable enough to filter the right tickets or chat transcripts. And Cx Managers are left with the task of manually reviewing tickets to spot the ones they should share with product teams.
Cx MOMENTS will do this automatically for you. Even with few or no customer queries at the start, as you would expect with a new product, you can configure Cx MOMENTS to track your new products as soon as they launch.
3. Stop running after recurring support issues. Escalate them to the team that should fix them for good.
There is a phenomenal amount of literature about how to better listen to customers when they contact your support team, how to measure their satisfaction, how to improve the efficiency of your support process in terms of call handling time, time to close and so on. But when it comes to fixing things so that customers don’t have to call in the first place, the literature becomes thinner. This burden is left on the shoulders of the Cx Manager. When a product or process issue generates a large number of recurring support queries, they have to figure out how to best escalate it to the team in charge of fixing it for good. That team is generally also very busy, and will not budge unless proper metrics and evidence are there. Because agent tagging is not reliable, Cx Managers end up spending weekends reading tickets to make up these metrics and find “some” evidence, or examples should we say.
Cx MOMENTS will do this automatically for you. In a few clicks, it will show the trend of a specific customer support query and filter the associated tickets, so you can share this with the other team, who will look very differently at a trend and list of tickets you can generate in 2 clicks.
4. Keep the difficult customer queries for experienced agents, and assign the easy ones to new agents.
Every successful company faces the same challenge. When sales grow, so does the support activity. And you never get new support agents hired and trained on time to support this.
So why not be pragmatic about it? You know your business, you have known which customer queries need an experienced agent to be resolved, perhaps because they are complex to troubleshoot through your different business processes, or because they require a strong personal relationship in place with other stakeholders to be sorted out quickly.
Put simply, make sure the easy queries get routed to your new, inexperienced agents. And keep the difficult ones for the experienced staff.
Cx MOMENTS will do this automatically for you. Our AI classification can be used by your Helpdesk solution to generate workflow automation, including assigning tickets about specific issues to specific agent groups.
So why not try Cx MOMENTS today? We integrate on one click with most Helpdesk and Chat solutions, and offer a 2-week free trial.