Providing 24x7 access to online self-service options may be another option that can give consumers the convenience of performing their tasks when and where they want. Website visitors should be able to find answers to frequently asked questions quickly on their own before being directed to a customer agent for more advanced, personalised support.
3. Improve workflow with the right tools
Pitfall to avoid: Failing to empower your agents in their interactions with customers.
The best service desks arm their customer agents with tools that allow them to improve their workflow and boost customer experience, thereby enhancing customer satisfaction.
For example, businesses can increase productivity by eliminating the need for agents to repeatedly type answers to common questions. Once a customer agent selects a pre-prepared message on their email or web chat tool, they can edit it to add a personal touch. Having the right support solution allows the service desk to automate fixes to routine issues, eliminating the need to reinvent the wheel each time a repeat problem crops up.
Ultimately, business leaders need to understand that they must continually adapt operational processes to offer quality customer experiences because consumer expectations change over time. Also, technologies evolve, and there will be new channels of communication.
The point is to deliver customer experiences that offer accessibility, responsiveness, and consistency. To achieve this, businesses need to have an enterprise-wide customer experience strategy that delivers high levels of consumer engagement.
Customer experience can no longer be viewed as support function, but a vital element of business performance. Successful businesses see the entire customer engagement journey through, as this is the only way to ensure customer loyalty and advocacy - rewards that will serve businesses into the future.
Sign up for MIS Asia eNewsletters.