The ultimate ideal situation in customer service is to solve the client’s problem in a heartbeat and make them happy fast. Although a lot of cases are like this, sometimes the customer’s problem persists and he requires more customer service. Whenever this happens, it is very annoying for the client to have different agents who don’t remember o who don’t know anything about his previous problems. This means the client has to explain a few times the whole story from scratch which can be quite frustrating and can possibly lead to a negative image of the brand (in another post we explain what happens when a client after a bad customer service experience).
If your customer has already had a few problems, it’s only normal to guess that he isn’t ecstatic. But because of this, customer service needs to be overly helpful and make the client and his or her problem feel very important and a priority. Agents can only do this if they know the history of the client. In Zent.io we have developed a feature for our helpdesk software that will grant the agent a whole history log of the specific client, so he already knows all the information and doesn’t waste anybody’s time.
Enough of asking God for miracles to make agents remember what this specific client requires, with the customer history log there will be no need for that. Aside from making the customer feel looked after and remembered it will also improve the efficiency of your agents since they don’t have to spend half an hour taking the client’s data and looking for their previous experiences with the company’s customer service.
Publish Date: September 27, 2017 5:00 AM
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Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery. Snapshotz reports contain validated CX practices, technology use and operational metrics from over 3,000+ customers globally. These are benchmarked against the ISO 18295 customer service standard, digital service delivery, health & safety and mental health and other global standards enabling validated roadmaps for CX strategy and investment
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