Today we want to talk to you about customers, and we want to do so by dissecting some of the most common problems they encounter when they come to a Help Desk.
So we suggest you read this article and don't miss our Black Friday offer that allows you to get up to 25 percent off Zendesk omnichannel help desk solutions.
We will understand together whyomnichannel is not just a trendy buzzword, but a useful strategy to improve the customer experience, i.e., customer satisfaction during all interactions with your organization, not just at the purchase stage.
Of course, there is no perfect recipe for everyone, but with the right tools you can simplify the management of the communications you collect from all the channels you make available such as Social, email, phone, WhatsApp, chat, personalizing services.
Everyone wants to provide Customer Service that lives up to expectations, yet there are still plenty of problems to improve processes related to more than just this department.
In most cases not to say always, they depend on the tools you use. Let's summarize some of them together:
-teams still perform many repetitive and manual actions that steal timeUnder these assumptions, information gathering, support ticket management, personalization of interactions, and data analysis of the services offered cannot keep up with competitors, market demands, and their own consumers.
The situation is exacerbated when service tickets increase unexpectedly.
Black Friday, Cyber Monday, holiday parties, lockdowns, are just some of the circumstances where sales volume can increase rapidly even uncontrollably. But also increasing are the inquiries through the channels you make available.
Managing these communications for Customer Service can be complex and ineffective if there is a loss of data, this can happen with a few agents as well as many hundreds.
Indeed, it is necessary toconsider all interactions with our users as part of a single conversation, which is why there is so much talk today aboutomnichanneling.
You also have to consider that the relationship with a user does not end with a purchase, it has to be cultivated and nurtured regardless of each transaction throughout the entire journey of contact with your reality, bringing into play services and support that can improve his or her experience.
Users - if you think about it, it will have happened to you too - start on the phone, but continue to interact using chat, email, social and even WhatsApp, according to their own preferences, disorienting those who organize information by individual channels or even worse, those who don't do it at all.
This is whythe work of Customer Service agents is often not enough to ensure timeliness and effectiveness in dealing with all inquiries. This ends up souring the relationship with the customer who feels dissatisfied and frustrated because he is forced to repeat himself while his problem is still unresolved.
We used to say that people write everywhere and write about everything, especially when they are prompted by a doubt, a request, or even worse if they are angry if something is wrong.
You start forwarding on each channel the same message to see which one is more efficient.
This produces an exponential increase in support tickets that are often handled differently without adhering to internal best practices.
How can you save your agents time in handling support tickets?
It doesn't matter if your colleague is distant or on smart work if you have the ability to interact and collaborate with them in real time through a platform like Zendesk.
Zendesk combines ina single dashboard all the information gathered from all channels such as social, email, phone, WhatsApp.
At any time you can consult the history summarizing all the interactions entertained with your organization, return requests, refunds, purchases.
An omnichannel help desk system like Zendesk is a valuable ally in recognizing a user's needs before initiating a chat or phone call, but it is especially useful in personalizing the services you offer.
Thanks to Zendesk you can recognize your caller and reconstruct all the dynamics that led them to contact your organization, transferring their case to the appropriate department if necessary.
You can figure out right away what their favorite item is, what channel they like to converse on, how often they write to you or what time of year, but also what their most frequent complaints are. Using an omnichannel help desk system think about how much time you can save both of you.
Customer Service can help make your organization more competitive, whether you are a startup, an SMB company, a large enterprise operating online or offline, or in both channels. Because customer trust is renewed day by day.
Consumers are increasingly demanding and comparing your products/services to the best experiences they have had with other brands.
Think for example of Amazon Customer Service that offers promotions, competitive pricing, free and trackable delivery in record time. Even tasks related to requesting a return are perceived as simple and immediate when in most cases they are not.
Here are some must-know tips for your Customer Service department:
How to satisfy these aspects? Learn how to consult data about your stakeholders, their preferences, analyze complaints and try to correct them along the way.
Managing these aspects requires close collaboration among all your teams.
Customer care, sales or marketing departments collect different information, but all of it is useful in telling who your customer is. Of course, in addition to an omnichannel help desk system think about aCRM platformsuch as HubSpot.
Let's repeat it together: we offer omnichannel customer support, we don't wait until a problem occurs to do it, we anticipate requests to focus on the more complex aspects of our work.
The mistake most often repeated is to consider the channels (email, Social, phone, chat, WhatsApp) separate from each other, each with its own dynamics.
Think of a company that sells online and offline: some people manage the two channels as totally separate entities, but consumers do not perceive this difference.
They want to interact instantly with a brand online or in physical stores, if necessary, through consistent communications throughout.
So let's abandon the multichannel approach and move to omnichannel that expertly maps our customers' journey.
Forcing them to start over every time they change channels produces negative repercussions on his or her experience and could hinder purchases or new interactions.
The benefits of omnichannel customer service:
improved customer insights
increased likelihood of purchase and customer satisfaction
increased productivity and satisfaction of customer service agents
reduced costs
differentiation from competitors
Leverage the benefits each channel holds for your interactions:
Point of sale: make them more integrated with eCommerce and online services
eCommerce: connect it to other channels such as Social
Chat and WhatsApp: to facilitate instant messaging
Email and newsletters: leverage their cost efficiency and monitor reports
Social: Facebook, Instagram, Pinterest, Twitter represent ideal platforms to gather your community and interact with your users.
After these considerations, let's then return to best practices for improving Customer Service:
1. provide personalized Customer Service by highlighting context relevant to your customers, with integrated support across all channels and flows channeled into a single platform.
2. improve customer experience workflows with automations of dedicated work areas that save your agents' time; self-service tools and Artificial Intelligence, access to relevant knowledge, and easy-to-use communication and collaboration tools.
3. measure and improve your processes with insights into customer needs, in-depth analysis on team and service performance, and data on revenue and cost drivers.
With Zendesk, you can support seamless conversations throughout the user journey.
With chatbots integrated with your knowledge on your site or eCommerce you can support Customer Service by offering more immediate and intelligent answers.
In fact, it will be possible to solve them thanks to artificial intelligence without human intervention, suggesting to the interlocutors the useful articles of yourFAQ.
If this is not enough, the request will be routed to the appropriate team in no time. This will automate first-level requests, while support team agents can focus on those that are more complex to handle.
Providing the right information and making it easy to access is the right way to go, so your customers won't necessarily have to ask you for help.
Self-service resources are loved by customers, especially useful when offices are closed or operators are unavailable.
FAQs can help your workflows, curate them appropriately and change them as your business evolves. Satisfy all questions about privacy, billing, order processing, shipping, returns, take advantage of customer account questions.
Customer experience is gaining traction by reflecting its value as a strategic priority for all businesses, start now too!
Take advantage of the power2Cloud Black Friday offer: up to 25% off products for omnichannel and increasingly competitive customer service.Contact us to speak with our team and request a demo.