Putting the Pride Back in Customer Service - Sion Lewis, LogMeIn

Putting the pride back in customer service

Sion Lewis, VP of EMEA at LogMeIn, considers why there needs to be a revolution in the way that we view contact centre agents.

Working in a contact centre has been seen as the very epitome of the “McJob”: a low-payed, unrewarding role that’s usually viewed as a stepping stone to more responsible, better paid and more meaningful employment. It shouldn’t be this way.

Contact centre agents, or Customer Service Representatives (SCRs) play perhaps the most important role in any organisation. They are a business’ window on the world, the face of the corporation. Great CSRs are worth their weight in gold: they solve problems, mollify irate customers, turn anger and frustration into loyalty and respect.

Businesses need to treasure their CSRs and give them the support to solve customer complaints. If businesses are serious about delivering quality customer service, two things need to change. First, there needs to be a revolution in the way that we view contact centre work. Secondly, we need to give these workers the tools they need to conduct efficient conversations and to resolve customer questions quickly.

It’s time to value CSR

Businesses have little hope of delivering first-class customer service if they don’t value their CSRs, and a look at the hospitality industry is instructive here. In the UK, being a waiter is seen as a low-skilled “starter” job.

But across the Channel the French take waitering incredibly seriously. Waiters and sommeliers are typically highly trained and very knowledgeable about food and wine, and anyone who has eaten at a decent French restaurant will be familiar with the waiting staff’s air of authority and gravitas – all of which adds to the dining experience.

It’s the same for any sort of customer service. You can have the best product in the world, but if you don’t provide a great customer contact experience you will likely lose much of the goodwill that customers feel towards your brand. Unfortunately, many CSRs today lack the tools and the insight they need to provide fantastic customer experience (CX).

Change is on the horizon

When a call comes in, it’s common for customer service staff to spend a significant amount of time authenticating the customer; once they’ve passed security, the CSR can then find themselves without a full picture of the customer and their history, and often lack the information they need to resolve the complaint quickly and efficiently.

There are signs that this view of customer service is about to change, however. AI-powered chatbots, for example, are increasingly taking responsibility for more routine enquiries, removing much of the drudgery of customer service roles and enabling operatives to focus on higher-value tasks.

But chatbots alone won’t transform the role of the CSR. If we are to change perceptions about customer service and make it a fulfilling line of work, we need to get rid of the irritations and inefficiencies that continue to bedevil the role. For example, CSRs typically spend only a quarter of their time actually helping customers. And here, AI can again come to the rescue.

Equipping CSRs for success

Smart companies that put a premium on customer service are deploying AI-powered contact centre software that enables them to provide a more in-person experience for online customers by anticipating questions and needs based on their history and where they are in the current journey.

Unfortunately, CSRs often do not have access to vital information such as purchase history or previous complaints. As a result, they go into conversations blind and spend significant amounts of time establishing basic facts before they can resolve the customer query.

Anyone who’s spent time on the phone to customer services will be familiar with the frustration of having to explain their situation multiple times to different customer service employees. By harnessing the latest generation of customer contact tools, businesses can provide every CSR with all the information from entire customer journey, from acquisition, through conversion and into post-sale support, providing companies with everything they need to create an exceptional CX.

Artificial intelligence can deliver meaningful and immediate benefits that put CSRs in the driving seat in every conversation. The benefits are legion: AI can filter out routine customer interactions that can be resolved by a chatbot or self-service, enabling agents to focus on more complex or high-value work. It can ensure seamless transition from bot to agent within the same chat window, meaning the customer doesn’t have to repeat themselves. Meanwhile, the latest generation of contact centre tools consolidate data from every customer interaction and manages data from disparate systems to deliver real-time actionable insights for faster issue resolution – all of which means that customers spend less time explaining and complaining.

Small wonder that Forrester found that businesses with mature deployments of AI-powered contact centre software saw a 63% increase in net promoter score (NPS) and reported an average of 8 points higher than their lesser mature counterparts. Furthermore, half of these organisations saw an increase in conversation rates, 56% reported an increase in revenue and 40% saw an increase in order size. Even agent satisfaction increased under the more mature organisations with nearly 50% reporting an increase in overall job happiness.

If businesses are serious about putting the customer first, the place to start is in the contact centre. They must value these problem-solvers and provide them with the tools they need to turn angry, frustrated patrons into loyal customers.

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