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.
In other words, happy customers also act as free marketing for your business.
Considering 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’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 cause customers to leave.
The tools to succeed
Your team need to get their tasks done and for most businesses, collaboration and communication between team members is the most significant factor. 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 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 really won’t care where those agents are based.
Visibility is essential
The right communications platform will also 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.
Cloud-based unified communications allow your customer service staff make and take professional calls from anywhere, and a solution like MiCloud Flex also lets you integrate your contact centre with CRM or other business applications too.
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.
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 cyberattack or a disgruntled employee that could seriously affect the credibility of your business.
First of all, the right cloud-based solution will have cybersecurity 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. After all, it’s better to be safe than sorry!
Whether accidental or purposefully, the greatest cause of cybersecurity incidents is human error. This could be an incorrectly managed system, misplacing a password, a disgruntled employee wanting revenge or simply replying to the wrong email. That’s why features such as 2-factor authentication and a robust administration portal are essential to limit the information that’s available to those who need it, and 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 and enhance those CSAT scores!
So, don’t be afraid of change and get in touch to discover how we can help secure your operations, 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.