CUSTOMER SERVICE OPERATIONS ☛ WEB VERSION: Click Here “
surveyed service leaders report that as much as 40% of today’s live volume could be resolved in self-service channels.
including any previous contact, enabling effective responses and negating repetition.
Technologies such as Voice of the Customer (VOC) tracking and reporting, used to gather positive or negative customer feedback related to a brands products or services can also be extremely useful. Helping quality and product teams to better understand the customer, their wants and needs, in order to drive brand loyalty.
Saving time with customer self-service Although a variety of contact avenues is essential to keep up with today’s customer, it is important to ensure that customers can find the answers they need without having to leave your website.
Customer self-service allows brands to provide online support to their customers
through a range of tools including online discussion forums and FAQ documents. The reality is, customers want their questions answered quickly, and often without having to necessarily interact with a representative from the brand. In fact, according to a report from Gartner, surveyed service leaders report that as much as 40% of today’s live volume could be resolved in self-service channels.
By ensuring online self- service tools are available, brands can ensure they are providing customers access to answers quickly, whilst saving themselves time to focus on more complex requests and customer service issues.
Scaling up effectively For many brands, rising contact volumes during peak periods can prove challenging. For some, it may be a lack of personnel, for others a lack of technology,
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or even the contact centre infrastructure. Often, an outsourced operation will prove to be a simpler and more cost-effective option. By outsourcing your customer care function through a trusted provider that can act as an extension of your brand, online retailers can harness the scalability needed to meet volume fluctuations throughout the year. Having a flexible partner that can be scaled-up or scaled-back depending on activity means that brands can be agile and ready to respond when needed.
Growth in 2020 is going to be a challenge for those who were not prepared for changes in demand and unable to scale within their existing models. Now is the time to act and prepare for unforeseen demand fluctuations, ahead of peak and Brexit. This year is a tough year for retailers but is equally filled with opportunity.
When you are looking for the very best in operations people at all levels Be sure to make us your first port of call
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