Source of Infographic: Pega
There Has To Be A Better Way With Customer Service
Delivery of customer service is changing at a rate like never before. With new devices, channels, regulations and products, in addition to significantly increased shareholder and customer expectations, customer service is evolving each and every day.
What does this mean for a business owner? It means that you are at a crossroads. As a business owner or customer service rep, will you choose to provide a productive and personalized service experience or will you provide an experience that is less than what the customer wants and leaves everything unfulfilled?
Personalize the Experience
The better way for customer service involves a personalized experience. This means the consumer always receives excellent service no matter the situation.
Customer service should always be simple and easy. This means that sales reps should always be guided through every consumer request.
Customer service should always be automatic. This means that all customer interactions are fully transparent and automated, straight through from point A to point B.
Customer service should always be re-used. This means that all strategies and processes of customer service should be easily re-used spanning all organizations and channels.
Customer service needs to always be rapid. This means that customer service reps always rapidly adapts to changes without the constant need for IT intervention.
Customer service should be forever unlimited. This means that customers manage all the complicated demands of modern contact centers.
The Other End of the Spectrum
The other way for customer service, the worst way involves generic interactions. This means that consumers are having to deal with irrelevant solutions and answers that force them to have to call back and repeat themselves.
Bad customer service is difficult. This means that reps have to hunt and peck to traverse various ugly, cluttered screens in order to help their customers.
Bad customer service is manual. This means that training and interactions are labor intensive. This leads to increased costs, incomplete requests and unhappy consumers.
Bad customer service needs to constantly be re-created, in terms of the processes and strategies for each channel. It is also slow, which means that reps have to be reliant on system customizations and IT in order to adapt to the changes.
Bad customer service is very limited. This means that reps will have trouble delivering across the various products, geographies, channels and perpetually expanding volumes.