Developing world class customer service remotely
It may sound obvious but keeping customers happy is crucial to the long-term success of your business.
Increasing customer retention by just 5% can equate to an increase in profit of 25%. Also, 73% of customers say they stay loyal to brands because of friendly customer service agents.
Word of mouth is one of the most reliable forms of marketing, and promoters of your brand will actively encourage their friends and family to use your services. In other words, happy customers also act as free marketing for your business.
But considering the challenges of the last 18 months, you may worry that switching to a long-term hybrid working model will undermine your reputation for great customer service.
After all, it’s well known that happier employees work harder for customers, but how do you judge your remote team member’s state of mind? For that matter, how do you know they’re as productive in their bedrooms as they are in the office?
And on top of all that, adopting customer relationship management technology isn’t always that straightforward. These three factors will help you strengthen your customer service systems and processes, and ensure that small oversights don’t grow into massive issues that affect CSAT scores.
Adopt the tools you need to succeed
Your team need to get their tasks done and collaboration and communication between team members is one of the most significant factors in optimising productivity. So, a modern, cloud-based communications solution is the best place to start.
Not only do they enable teams to work just as effectively from home as they would in the office, but they also let team leaders check in with staff regularly via the preferred method of their choosing.
Missed calls and forgotten voicemails will be a thing of the past too because your team will be able to see who’s free before making contact. This means less time spent catching up with one way communication and more time spent on the tasks that matter.
But more than that, good cloud-based unified communications let customers interact with your business in the way they want, creating excellent customer experiences. As long as your customers can easily contact your agents, they won’t care where those agents are based.
Visibility across your team is essential
Cloud-based unified communications allow your customer support staff to work remotely and make and take professional calls from anywhere. A solution like MiCloud Flex also lets you integrate your contact centre with CRM or other business applications too.
But, without the ability to walk across the office and assess how teams are performing, team leaders require some form of visibility over staff to ensure remote workers are still remaining productive.
The right communications platform will enable managers to measure the productivity of teams, in terms of calls answered, time customers spend on hold and more.
The right solution will mean you can leverage real-time customer intelligence to assess what’s working, what isn’t and pass that information on to your agents. Intelligent routing means customers get to the right agents or resources every time.
Those customer service software integrations – depending on your particular systems – could enable staff to see all the caller’s past interactions with the business to prevent callers repeating themselves.
It could also help you join the dots between over- or over performing staff and their customer feedback to see what needs changing and where to go to find staff that embody your business’ expected level of service.
All told, businesses don’t need a separate application or system to assess staff performance. All they need is a communications platform that already has those metrics available, and can translate them into easy-to-read reports. This makes it super simple to find areas that need to be improved, and the staff that can most influence those enhancements.
Don’t forget security!
There’s one more major consideration that’s worth your time and that’s how well you secure your customer data. Especially with staff working from home, using their own Wi-Fi connections, your entire operation is at higher risk of a cyber attack or a disgruntled employee that could seriously affect the credibility of your business.
The right cloud-based solution will include cyber security tools such as encryption and robust administration capabilities built in. This will drastically reduce the possibility of falling foul of an attack from an external source.
Depending on the size and scope of your operation – especially if you hold a lot of customer information – you may also want to invest in managed security services from your IT provider to add an extra level of protection. Manages security services usually entail having an experienced cyber security professional keep a watchful eye over your network activity, investigating unusual behaviour where necessary.
Whether accidental or purposefully, the greatest cause of cyber security incidents is human error. This could be an incorrectly managed system, misplacing a password, a disgruntled employee or simply replying to the wrong email.
Features such as 2-factor authentication and a robust administration portal are essential to limit the information that’s available to those remote workers who need it. These types of protections put extra steps in place to ensure the right people are logging into your system.
At the end of the day, with the right tools and processes in place, there’s no reason that embracing hybrid working shouldn’t work for your business. In fact, it should have the opposite effect on your first-class customer service, making it easy to manage a remote team and enhance those customer satisfaction scores!
Don’t be afraid of change and get in touch to discover how we can help secure your operations. Unicomm can give you the visibility you need over staff working from home and provide them with the tools they need to achieve the standard of service your customers expect.
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