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.
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.
While it’s fun to talk about customer support strategy and the future of the industry, sometimes all you need is that “extra little bit” to push your team over the edge and into greatness. Maybe it’s just a few more positive reviews to hit a milestone or one more contract renewal to break even! Whatever your goal is, here are a few simple changes you can make immediately to improve your customer retention rate…
Living in an era where there’s seemingly a statistic for everything, it can be difficult to truly understand the real value of each data point. You may look at your email count for the day, see it’s in the triple digits, and say “wow, I’ve had a busy day”. But on closer examination, half of the emails are holiday junk and a quarter are from a vendor who can’t get meeting invites right, leaving only the usual amount of “real” emails in your inbox.
The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed. With more companies realizing that customer support is a profit center and not a cost center, measuring KPIs in the industry has been a hot topic. Some of the more traditional customer support KPIs – like abandonment rate and first response time – are classic KPIs borrowed from departments like sales that aren’t always a natural fit.
Like any business, we all have different customers with different needs. Some customers have basic issues, while others have highly complex problems that can’t be solved in a single response by even your best agents.
We’ve all had that monotonous task or project that never seems to go away. Every day, week, or month it pops up and there’s no avoiding it. But what if you could automate all or at least part of that task? While it may not always be possible, in customer support a technology called ticket automation is playing a huge role in maintaining a successful support operation and is helping to revolutionize the industry. So how exactly can an automated ticketing system save time and money? Here are some examples of what this technology can do as part of the right help desk ticketing system below:
There are now many features available in a help desk ticketing system and the evolution of these systems has been rapid over the past two decades. Originally introduced to replace spreadsheets and assist help desk professionals in solving customer issues, these systems are now the backbone of many help desk operations around the world. But what are some of the “must have” features that have emerged during this twenty-year span? Here are 12 help desk software features you should look for when evaluating the different ticketing systems on the market today…
The definition of ticket severity comes in many flavors depending on opinions. Some help desk ticketing systems have so many severity types to choose from it's overwhelming. Or others are so vague no one really knows what they mean. Both of these are not only confusing to the customer, but also confusing to the support team. The job of a customer support provider is to make your customers' lives easier and to make support as efficient as possible. With that in mind, here are 5 tips to define your support ticket severity:
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