Business growth is a sign of success. But for customer service teams, it’s a good thing that comes with complications. As the department brings on more agents and gets a higher number of inquiries, continuing to use the old processes that once worked often falls short. And if a customer service team used to success suddenly finds itself falling behind on goals because of the change, it’s bad for customers and agents alike.
I’ve written at least 50 headlines for our monthly integrations post, you think you could do better? Let’s just move onto what you’re all here for.
A great customer service team can add wings to a company’s growth, by helping win and retain client loyalty. But should you build your team in-house, or hand it over to a specialist? Customer service BPOs (business processing outsourcers) are companies that specialize in handling customer queries that come in via email, chat, phone, social media, and other channels.
Omnichannel is the new buzzword in the customer service industry, and everyone is trying to get a piece of the action. However, is this hype real, and do you need to become the next expert in it? In layman’s terms, an omnichannel solution integrates all your customer service channels in one place to maintain context and end siloed conversations.
In the past few years, companies have become significantly more interdependent—users share passwords, and systems use backend technologies operated by third parties. So when hackers breach a company’s security, they often gain access to a wider set of services and information than initially expected.
A whole lot of data comes out of support interactions, enough so that astute support leaders can pull insights, discover trends, and improve how their business serves customers. While the data may only suggest what’s going on with your customers and agents, it’s important to be able to spot trends quickly.
Providing great customer service has always been a challenge, even for the most decorated support agent. Thanks to three factors, this challenge is only growing. First, customer support workflows are growing increasingly complex. Where once it was just a person and a phone, now agents often work with complex, clunky interfaces.
