The main objective of customer service is to please customers on every level. However, doing so is difficult if your squad lacks the necessary equipment. According to over 27% of survey participants, "lack of efficacy" is the main reason why customers are frustrated with customer care.
You need a process for your Support center that is geared to assist your staff function more effectively if you want to do a good job.
- Training Support Center Agents about how to use the Help Desk tool to increase their efficiency: When Support agents are on-board, they should be given structured training about how to use their Help Desk tool efficiently like how to they will handle a ticket ensuring that service level targets are achieved. How they will link knowledge articles in a ticket, how to use macro and create macro for common questions, how to escalate a case for the next tier support, and how to document tickets for accurate analysis like case tagging and adding internal private notes.
- Setting up Triggers & Automation: To reduce the manual process support center can set up triggers & automation which will reduce support costs. These are business rules you define that run immediately after a support ticket is created or updated and automatically perform actions if specified conditions are met.
Here are some uses for triggers:
- Notifying customers when you're out-of-office
- Sending customer satisfaction score follow-ups
- Routing your priority customers into a specialized support group
- Adding and removing tags
- Assigning tickets by channel
- Escalating tickets
- Setup Service Level Agreement workflow in the Service Management system: Every company makes a response time commitment to their end users for all channels they provide like to chat, email and phone, etc.. For example, if an email process let's say we have promised 1 hour response time to the customer, therefore, responding within 1 hour is essential to meet the SLA. In order to keep support agents posted about which tickets need service-level attention a workflow can be set up in the service management system which shows the agent a live dashboard about which cases need service-level attention and they can respond to them immediately.
Tips: Learn about SLA
- Setup Tier Group in Center: In order to ensure that support center cases are given proper attention you can create Tier Groups let's say Tier 1 will handle the basic request and will filter the questions and will escalate it to the right skill set, Tier 2 will handle configuration tickets which needs more expertise and experience and Tier 3 will handle supervisor escalated cases which needs immediate attention.
- Setup Internal Knowledge base: A knowledge base is a repository of digital information, such as guides, insights, and training resources, into which support center agents can search in order to provide better customer service. The knowledge base's goal is to provide subject-matter expertise without requiring human interaction. It can thus be used by the larger business to share knowledge across the organization - but the knowledge base is fundamentally a tool to help support agents assist customers by sharing them knowledge articles. Customers can also use the knowledge base to serve themselves by searching the system. This is less common, however, and necessitates a sophisticated knowledge base with separate views for customers and support agents.
Tips: Learn about Knowledge Management
It is strongly advised that every company implement the Knowledge process in order to run the Support Center efficiently. In every Support company, the Support Head is in charge of implementing a knowledge management system.
- Setup Macros: A macro is a prepared response or action that an agent can manually apply when they are creating or updating tickets. So create macros for support requests that can be answered with a single, standard response or action, agents can evaluate tickets and apply macros manually as needed.
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