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March 14, 2016
Customer Service  |  3 min read

4 Healthy Habits of Top Performing Service Teams

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Vala Afshar

We equate being healthy with the number of days a week you exercise or what types of foods you eat.

Seldom do we think about the importance of keeping your employees healthy. So, it’s critical to ensure your employees are happy and healthy and armed with the best tools to connect with your customers in a whole new way.

Lean in a little bit closer. I’ll share with you the four secrets of top performing service teams.

The first secret of top performing service teams is to deliver a seamless customer experience from channel to channel with Omni-Channel.

Omni-channel idea is feeding the need for a customer journey—a consistent, personalized experience across every touch point with a company and across every device and channel—so when you I get on the phone with an agent, they already see the Twitter conversation and can immediately work with me to answer questions in real-time.

Top performing service teams deliver effortless and individualized interactions across all devices and channels. Omni-channel allows companies to do this by pushing cases, leads, or other work in real time with complete customer context.

Empowering your agents is the second secret of top performing service teams. According to Harris Interactive, customer service agents failed to answer customer questions 50 percent of the time.

A better customer experience starts with your agents. When service teams empower their agents, they are setting the stage for more efficient customer interactions.

According to the State of the Service Report, 65 percent of high performers say their agents are completely empowered to make customers happy. Compared to underperformers who are 3.4 times more likely to empower agents. Giving agents a complete customer view to understand their history empowers them to have more relevant and personal conversation with customers.

The next healthy habit of top performing service teams is delivering proactive customer service.

Steve Jobs would tell you, “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”

Top performing service teams use data at every step—outreaching for known product issues, to observing usage patterns signaling a problem, to using data from connected devices, often spotting a problem before it happens. 55 percent of high-performing service teams say they’re able to predict customer service needs more than 80 percent of the time—3 times more often than underperforming service teams.*

Self-service is No. 4 on the list for top performing service teams. Give your customers the answers they need whenever they need them.

Ever since the search-engine, we are accustomed to quickly getting answers to almost any question—whether that’s from Google or Siri.

Customers have the same mindset about companies and products—they’re often looking online to solve their own questions and problems before they ever think about reaching out to customer service.

Sixty-seven percent of high-performing enterprise companies have invested heavily in self-service communities.

As your company and customer base grows, it’s important to be offering avenues where your customers can find answers quickly on their own. This is providing a better customer experience as well as helping make your agents more productive and efficient.

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This article was written by Vala Afshar from Business2Community and was legally licensed through the NewsCred publisher network.


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