When customers reach out to a customer service, they expect to get answers. They might have dealt with the problem for 10 minutes or 3 hours, but they understood that the solution was out of their knowledge base, and that’s why they are asking for help.
In this day and age of technological advancements, there are still some things that remain relatively unchanged. Customers still enjoy speaking to live service agents because of the personal touch that they get, but they don’t want to wait to get connected or hear a response. Because of this, there is a diverse rift that has been created between what the customer expects and what your customer service representatives can provide. Customers want answers fast, and customer service experts have started to get creative as to how those answers are found.
Right now, many customer service agents will use search engines to look for answers that they cannot find. It’s a fast way to get information quickly, but it’s not the most reliable either. The problem is that the agent is not sure of how to handle a situation, and they may end up learning along with the customer. This can lead to false conclusions or delayed resolution times. Other times, they have to sit and read through a long document in order to find the answer that they need while someone waits on the other end of a phone or chat window. Regardless of how you look at it, the resources available to customer service representatives are not being utilized in the way that they should.
Some customer service departments have their own shortcut methods that they have implemented, but they are not effective enough to keep up with the fast-paced expectations today. Reps used to be able to have notes and sheets filled with information that they could refer to, or achieved e-mails that they would bring up with the right answers. Manuals and binders are just as hard to navigate, and asking someone else in the department might not lead to the right solution either. All of these methods have become outdated, and it’s time for your contact center to make the necessary changes or be left behind.
There are several tools which are able to remedy this challenge. Online guidance systems, such as WalkMe, can be incredibly useful in cutting down call time. Guidance platforms help contact centers increase their reach and expand their knowledge in a short amount of time.
As the demands and questions of customers change, so do the methods in which the answers are obtained. Customer service specialists are there to be the solution to the problem, not another speed bump in the road.
Be sure that your employees are knowledgeable, or at least know where to go in order to get the right information, so that customers don’t have to suffer. If you don’t adapt and change to what the customer’s needs are, they will go to someone that has the right answers. Make sure you are prepared for this change and move forward into the future.
Amy Clark is the lead author and editor of two customer service blogs – I Want It Now, which examines the era of instant gratification, and Self Service Central, which provides her thoughts on how best to help customers assist themselves online. She also serves as Customer Success Director at WalkMe. Follow her @IWantItNowBlog