Today, simple omni-channel participation is not enough to create a positive enough experience for your customers to recommend you. Today, the quality of service is essential for satisfaction and improving the brand experience.
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What is the key to the “customer service management” approach?
Necessary conditions for reactivity
Consumers are increasingly demanding customer service quality: When contacting brands, stores or services, they don’t like to wait and quickly understand their needs as a prerequisite. Therefore, the first challenge the company faces is to be able to identify and immediately provide satisfactory responses to requests made by customers or potential customers. To this end, it is necessary for the company to unify and share its customer vision across all departments, mobilize the right resources at the right time in the customer journey, and provide customers with as much support as possible.
Orchestration and automation of processes
Faced with the digitization of daily life, whether in banking, retail or service, since the outbreak of the health crisis, online requests have become more and more common and even accelerated. Automation of customer request processing will enable companies to reduce customer service and improve performance, so that consultants can finally focus on the most complex situations. Therefore, in the first childbirth, the family allowance saw the nurses greatly increase the requirements of the nursery. Using the solution proposed by ServiceNow, requests can be automatically matched to the availability of places where young children are welcome. Therefore, CAF agents will only intervene if the nursery is rejected to understand the reason or find an alternative.
Beyond: aggressive ambition
However, this is not a question of waiting for customers to come forward and think about possible problems. It’s good practice to look at the entire customer journey and determine what are the issues, especially the various issues that may arise: journey interruptions, process interruptions, time-consuming steps or steps that produce errors… From this plan, you will be able to build content and Ready-to-use knowledge bases that can be used in many ways: support consultants, no matter what channel they prefer, by setting up chatbots available 24 hours a day or other online FAQs on demand. This is Disney + VOD Since its launch, the platform’s established content has attracted 20 million subscribers through the “Help Center” section, which provides a dynamic search bar that allows you to access the first-level answers completely autonomously. If the user does not find what he wants, he can obviously communicate with the consultant via chat or phone. The end-to-end supervision of the entire VOD service can also detect any events that may affect the service, and even warn customers.
Break down the importance of customer relationships
Finally, in order to ensure a good quality of customer experience, the key is to organize the customer and consultant experience by connecting all services. Processing requests is no longer the sole responsibility of the customer relationship department. Instead, it is necessary to connect customers outside the customer relationship department with the company’s business lines and teams, so that the service relationship becomes a business. in.
Tribune signed by Ferdinand Rault, Customer Workflow, ServiceNow
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