When it started out, your company was your baby. You did everything for it, from sales to service to number-crunching behind the scenes. Now that it’s more grown up, it may be time to reassess how the workload is being spread out—specifically in regards to customer service.
When consumers think about customer service, odds are the first things that comes to mind are long phone queues, difficult conversations, and stretched resolution times. While all of that is in the hands of the company to improve, it’s not what we, on the inside, should be thinking about first. Zero level customer support comes into play before all of the one-on-one interaction, when a customer is just starting to consider how a problem or concern could be resolved. Companies should be able to support the customer before they have even been contacted, so they have to be thinking ahead of game. What does a customer do when he or she is first discovering an issue or concern? Well, they Google it.
The terms “call center,” “contact center,” and “help desk,” get thrown around a lot when companies want to send their customer to the right place of assistance. Sometimes they get used so much that the three of them seem interchangeable. Although a case could be made for the similarities of these items and their interconnectivity, the differences between them are important to bear in mind.
When it comes to meeting and exceeding your customers’ expectations, First Contact Resolution ( FCR) hits the ball out of the park. It’s important to balance this metric, however, with others in its category. By focusing on your Service Level and Response time metrics, you will be able to ensure your customers are achieving the highest level of satisfaction. If your agents are able to pick up that call or chat quickly and actually resolve the concern on the first go around, your customers will think they’ve died and gone to heaven. Raising the bar in the customer service department is not as hard as it seems!
The identity of the average customer has been changing constantly as the Millennial generation comes into the market as the main consumer. Customers want to be able to do what they want, when they want, and figure it out themselves to feel like they have had the best experience. We live in a DIY world, and that’s something you can gain real benefit from as a company. Here are the top 3 tips to getting that benefit out of the situation and empowering your customers.
As a business, you will need a way to support your employees and a way to support your customers. The differences between a help desk and a service desk are fairly subtle, but both of them give you options for providing support for your agents and your clientele. So how do you pick which one will work best for your company’s specific needs?