How to Motivate Your Service Organization for Customer Success
According to a customer experience report published by NewVoiceMedia, US companies lose more than $62 billion annually due to poor customer service. Another study by American Express stated that 42 percent of consumers mentioned that they would visit a place if an acquaintance says good things about the service. All these facts establish with much conviction that the importance of customer experience is something that is never stressed enough.
Even if you do not go by the facts, think of a simple example. What do you do when a friend asks you to recommend a restaurant? You tell them about the place where you had received a service that was as good as the food.
This is the same thought process that goes through every customer’s mind. And to make sure you deliver on the customer success, you will need to motivate your service organization well enough and offer them all the right tools to accomplish that.
So, on that note, here’s taking a look at different ways through which you can drive customer service motivation and aid your customer service team to ensure that they deliver a delightful customer experience.
The Importance of Efficient Help Desk Software
So, you have a big support team dealing with all the customer queries. But, the problem arises when the customers start sending so many queries that it leads to a ticketing overload and issues in meeting customer service goals for employees.
In such a situation, a customer support tool like the customer service help desk software like ProProfs Help desk software can make the job of your service organization a lot easier than ever and help in motivating customer service employees. It will help sort out those queries based on type, priorities, and date, and delegate them to your customer support team accordingly. Thus, no one on the team has more on his plate than he can handle, and the customers are kept happy as well.
A good example of customer service motivation can be seen in the way Facebook operates. The brand does not want the customers to only rely on inbound calls. It offers content that answers most of the questions posed by the users, and new features are explained through videos and tours. Even then, all the complaints that users make are handled by the helpdesk of the brand.
Transforming Customer Service Motivation Through AI
A report published by Gartner stated that 55% of the established businesses have either started investing in Artificial Intelligence (AI) or are in the process of doing so. So, what led to this boom, and how does this help in customer experience and customer service motivation?
The entire buzz around AI mainly comes from two major factors:
Machine Learning is like a powerful computing system that takes in huge amounts of data and learns from it. Spam folders and Facebook messenger are all examples of the AI Machine Learning procedure. Natural Language Processing supports daily interactions with AI through the interpretation of written or spoken languages. Examples include Siri and Alexa.
AI basically centers on the use of these innovative capabilities for powering the job of the customer support agents. The cognitive computing power that it lets the businesses deliver effective customer services.
Thanks to AI, businesses are now able to:
- Ensure quicker response using automated answers to frequently asked queries
- Use real-time message bots to connect with the customers and establish a viable revenue stream
Thus, the customer services team has their workload more systematized, reduced, and easily manageable.
Embedding a Live Chat Option on the Website
You can also think of inserting a live chat widget on your website to let your customers connect to your service organization directly. If you are a small business or a startup that is not looking to go for a full help desk right now, then live chat tools can be just what your team needs for customer interactions.
The best part is that using these tools is as easy as it gets, and it can help increase customer satisfaction. The customers click on a little bubble at the website that opens a chat window. He or she forwards the queries and doubts in there for a customer service representative to answer. You can monitor all the conversations in the backend. It looks just like any chat app that you use in your daily life. You can also pull up customer information from the backend, as well.
Now, if you are a startup with a small customer service team, then you can allocate the responsibility of handling the chat to the members. And, if you have the budget for it, then this live chat can also be managed through AI-enabled chatbots for better customer service motivation.
Offering a Common Platform to the Services Team for Discussions
The team needs to have a common platform where team members can discuss their issues, clarify their doubts, and get their responsibilities sorted. Have you considered setting up an email account for the entire team? Or maybe, getting them all on a single chat group? This is one of the best ways to make all your team members contribute and share their views on customer care responsibilities.
Most of the business conversations are basically many-to-one or one-to-many interactions, rather than the one-on-one interactions that you have through your personal email accounts. There will be situations where a member of the Sales team needs the team’s or your feedback in handling a situation.
Having a shared inbox makes it easier to get the feedback in time and get back to the customer without any loss of time. For instance, Gmail has john@ where questions and queries can be sent right to the shared inbox of the application. Simplifying it further: there are apps like Drag that help by making sure that you do not need to move back and forth between team inbox and personal inbox.
The digital world gives the customer multiple options to shop for just one product or service. You wouldn’t want to lose out on business because of the inability to deliver an enhanced customer experience. So, motivate your service team with these top ideas and achieve greater customer success.