02
Mar

As we progress further into the future of customer experience, it’s important that we take an incredibly granular approach to the relationship between your agents and your clients. Your business is offering more, building a client base, and connecting with more people than ever, especially through varied channels. The chances are, as your company grows, so do your methods of contact–a vital part of the health of your customer service department is ready to make the customer’s experience as smooth and helpful as possible, no matter the point of contact. Let’s take a closer look as to why.

 

Social Media is growing at a rapid pace. If you aren’t already, having a presence in the social media space opens your company up to an entire generation of potential connections. If you’re already on social media, you’ve seen the impact it can have on your business, and you’ve also probably seen the ability it has for open communication. If you don’t have a system in place to respond, you could be missing essential information and losing business.

 

Ensuring a solution on first contact is a priority. No matter how your customers find your brand or business, they should be able to expect the same level of value and support from one channel to another. If your customer has a question over the phone, another customer should be able to solve the same problem over text chat. Proper preparation for first-contact resolution should umbrella every method of contact possible. Training is the same way–an agent who manages email support should have the same level of customer experience education and training as one who manages social media contacts. Without this, some channels will slip through the cracks, and if that happens consistently, negativity could build and eventually impact your brand.

 

All Pros, No Cons. A huge majority of your customers will contact support at some point during your brand’s relationship with them. When you provide world-class support through every contact, you build a reputation of providing value. As we’ve said before, every interaction is an opportunity to establish a lifelong partnership. Maximizing your channels of contact can allow you to maximize your impact on your ideal client, but only if you invest effort into ensuring your customer support team is equipped.

 

Make it simple. Having a simple method of contact or centralization of support benefits both your customer and your agent. When your brand offers consistent multi channel support, you build an immense amount of trust. In moments where customers need to use more than one channel to find a resolution to their problem, rapport can be damaged. Customers reach out through different channels for different kinds of problems–larger ones usually over the phone, and quicker ones through social media. Make sure you’re ready to handle each and every one of these comments.

 

Speed matters. Responsiveness shouldn’t vary across channels, either. No one likes to be put on hold, so customer support teams often aim to have an individual on the line ready to answer when a call comes–social media, chat, text, and email should have the same responsiveness. It’s worth looking at your metrics–seeing where your customers contact you most, and embolden your resources there. If your support falls short, your customers, potential or otherwise, could abandon their call or chat. From there, their experience is spread to other potential clients.

 

Consider self-service options. FAQ pages can be your agent’s and your customers best friend. Many clients may prefer to search out a solution themselves. When you have answers available at their convenience, not only do you provide a first-contact resolution, you free up support representatives to be available to those who need them. Frustration can mount when customers are unable to find a quick solution to a seemingly simple problem. Identify those pain points and form a self-service system.

 

Quality responses, no matter the channel. The agents you have manning the phones should carry the same interpersonal skills as those who are responsible for chat, text, email, and social. Spoken communication and written communication are both essential for a holistic customer support experience. Having strong representatives in every department will benefit your company across the board.

 

All Pros, No Cons. A huge majority of your customers will contact support at some point during your brand’s relationship with them. When you provide world-class support through every contact, you build a reputation of providing value. As we’ve said before, every interaction is an opportunity to establish a lifelong partnership. Maximizing your channels of contact can allow you to maximize your impact on your ideal client, but only if you invest effort into ensuring your customer support team is equipped.

 

Wondering where you can start? Head to https://arcqs.com/ to find out about our training programs, customer surveys, speech recognition, and more.