12 Customer Service Skills All Great Agents Need

Great customer service agents are invaluable in any business. Not only can they make your customers happy in an instant, but they can completely change the perception of your company.

7 Customer Services Trends to Watch in 2019

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. The shift in perception of AI and automation was arguably the most significant. Once a thought of the distant future, many companies began adding these concepts to their workflows and roadmaps.

Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…

1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world. As a result, more companies are doing less telling through text and more showing through interactive guides and customer service video content to get messages across.

4 Ways Ticket Deflection and Routing Can Help Customer Service Teams

Even a fantastic customer service team can be plagued by poor ticket deflection and routing. Your stellar agents may be equipped to answer many customer questions, but if they need to sift through dozens of issues outside of their specialty then they aren’t maximizing the ways in which they can help customers. This is where ticket deflection and routing comes in to maximize the time and effort of your agents.

 

Tiered-Support-is-Dead-WPthumb

Free Whitepaper: Tiered Support is Dead

Learn why so many businesses have shifted away from tiered support to a data-driven collaborative customer support model.

Click Here to Download Instantly
Related Posts

12 Customer Service Skills All Great Agents Need

Great customer service agents are invaluable in any business. Not only can they make your customers happy in an instant, but they can completely chang...

Read more

4 Modern Strategies for Managing Customer Expectations

We’ve all worked with customers that have seemingly unrealistic expectations. You give them an inch and they expect a mile! However, losing them as a ...

Read more

5 Tips to Handling an Increase in Ticket Volume

Working in a customer-centric industry, there are some days when it seems like everybody wants to talk to you. Maybe it’s because you’ve done somethin...

Read more

The Future of Customer Success in SaaS Industries

As a SaaS company grows, customer success becomes even more important. Defined as doing everything in your power to ensure customers are successful wi...

Read more