Remembering the CustomerIn Contact Center Customer Service

For Contact Centers to SucceedThey must serve customers at

EVERY STEP OF THE INTERACTION

With the business.

Offering the best possible customer service will always be the most important aspect of a contact center and should be the focus of every business initiative.

For Contact Center Success

Offer Consistency Across All Channels

Always respond immediately!

• Chat

• Email

• Call

• Social Media

Chat

EmailCall

Social Media

Know Best PracticesAll management and employees should be familiar with company standards.

Customer Calls• Answer within two rings

• Greet the customer

• Provide their name

• Provide the name of the company

• Ask how they can help

Smile; It Makes a Difference!It reminds the agent to speak in a polite and pleasant tone.

Don’t Interrupt

• Listen

• Empathize with frustrations

• Do everything possible to resolve before escalating

Do They Want To Wait On Hold?Before transferring, find out if the customer would like to wait or be called back.

Follow Up

Follow through and find out:

• Has the customer been called back promptly?

• Was the problem resolved?

Customer Emails

• Respond immediately

• Avoid scripted responses

• Use a casual tone

• Strive for natural, conversational writing

Customer Chat Availability

Should be on every page of the website.Not too:

• Noisy

• Bright

• Obnoxious

Chat Communication

1. Greet the customer

2. Introduce themselves

3. Ask how they can help

Add a personal touch!Add the agent’s photo to the chat – it makes the conversation seem “more” real.

Proactive Chat: Use With Caution!Automatically initiated chat popups can make customers feel bombarded.

Read The Signs

A customer may appreciate proactive chat with they are browsing:

• CONTACT US pages

• FAQ pages

Social Media InteractionsCustomers may post on a brand’s social media page

OR

About the brand on their own personal page.

Respond!

Customers post on social media because they want a response!This Helps:

• Build a relationship with the poster

• Increase visibility with potential customers

Social Responses• Reply quickly

• Be genuine and honest

• Move complicated issue conversations to direct messages

Empower Your Employees

Person-to-person interaction is much better for:

• Building relationships

• Endearing customers to a brand

• Encouraging repeat customers

Assign Agents To A ChannelThey should be well-versed in all communication channels, but consider assigning based upon their individual strengths.

Reward EmployeesEncourage employees to listen and help rather than trying to close a sale or complete an interaction.

Act on Insights

Surveys can be delivered:

• Appear automatically after a chat conversation

• Emailed

• Texted

• Via phone call

Analyze Feedback ImmediatelyUnresolved concerns should be acted upon as soon as possible.

Unhappy customers should be called.

Use Performance ReportsContact center optimization programs can help gauge satisfaction and pinpoint areas that need improvement.

Focus On RelationshipsThe best customer service is not about simply solving problems or processing a sale.

THE BEST CUSTOMER SERVICE IS ABOUT BUILDING RELATIONSHIPS.

Technology HelpsCustomers are more likely to purchase from a company they feel they know and trust.

The right technology can help contact centers focus on customer relationships and turn customers into brand advocates.

The Right Tech

An omni-channel, analytics-driven contact center allows companies to offer the best service across channels.

It helps them understand how that service is effective in:

• Engaging customers

• Ultimately increasing sales

A New Era Of Contact Center Performance OptimizationTransera provides real-time visibility, predictive and descriptive analytics, and on-demand control of contact center operations across channels and sites.

About Transera

Consumer-facing contact centers rely on Transera to improve:

• Agent productivity

• Agent performance

• Sales

• Customer retention

• And overall experience

Get Started! To get started managing your call center using the Transera visit:

http://www.transerainc.com/products/salesforceapp/

or call 1-800-727-0766