5 Steps for Improving the Customer Service Experience

Things are starting to open and many businesses are returning to the office. If you're in the field of customer service, what this means for you is increased foot-traffic to your business and opportunities to work directly with and serve your customers. So what can you do in your role to improve the experience that people have with your company? One thing you can do is make it easier for your customers to get in touch with you.

In this age of the internet, it's really important that when people need help with your service, that you are able to help them. Today,  we'll cover five simple ways to make it easier for your customers to get in touch with you. 


1. Stay open after regular office hours. 

Now, many people are really unable to get away from work. The pandemic has blurred the lines between work and home for many of us. For many working professionals, what this means is they might not be able to contact you doing regular business hours. So consider keeping your customer service department open as long as possible to minimize the frustration. 

For example, many banks used to only be available from 9:00 AM to 5:00 PM. Some still are. I've been forced to switch banks because I could never get the help that I needed, when I needed it. So that's something to consider. 


2. Make contacting you easy and stress-free. 

Customer service is all about the people. Making it difficult to contact you may save you some money in the short term, but it's going to cause much anger and frustration on your customers in the long run. Here's another example, have you had the experience of calling customer support only to spend 20 minutes either on hold or navigating through the automated phone assistant?

When a person has a poor experience trying to contact your company, they're unlikely to give you more of their business in the future. Make sense? This brings me to the next item on our list.

3. Don't rely too heavily on automation.

Automation is great, and we spend some time on showing you how to automate a lot of customer service functions in our Customer Service Management Career Track. Now, some degree of automation can be a good thing, as it can really streamline and speed up the customer service process. But it's important not to take it too far. 

You can't possibly cover every conceivable scenario with automated routines. Plus, there will be a lot of issues that simply can't be solved without talking to someone and working through the problem with a live person. 


4. Adapt mobile technologies. 

Everyone has a smart device these days. So, it's important to offer customer service solutions that are catered to those devices. You can have a specialized app that's filled with frequently asked questions about your product or service. If budget is a concern for your teams, there are many ways you can adopt new support technologies without investing in developing your own app.

For example, you can add a click-to-call on your website so that when someone visits your site on their mobile phone, all they have to do is click a button and it their phone calls you (or your department) directly. Which leads us to the last point.


5. Provide faster response times. 

Speed is essential to good customer service and there's no such thing as too fast. If you can provide a good response to a question within minutes, that's definitely going to leave a lasting impression on that customer, perhaps even gain their loyalty in the process. So work and continually adjust your technologies and routines to become as fast as possible.

Let's recap.

To make it easier for customers to get in touch with you. One thing you can consider is to stay open after regular office hours. This goes a long way towards making getting in touch with you easy and stress-free. In this process, you don't want to rely too heavily on automation while making sure that your processes can adapt to mobile devices. Combining these steps together will allow you to get to the final step of providing faster response times. 

TiTAN LMS can make it significantly easier for your customers to get in touch with you and stay engaged with your brand. Just as the learning management system creates a culture of learning in the workplace, it can also be used to regularly educate your customers. Build easy to consume support courses for your customers that provide structured guidance on how to use your products or services with our simplified course creation features.

Tap into the community development capabilities of our TiTAN LMS to create resource and discussion groups to answer questions and discuss challenges when you aren't available to answer their questions directly. Plus, you can keep your customers engaged with rewards and points based on how they interact with your support programs and community discussions.

What are some of the challenges that you face with improving your customer service experience? Let us know below.


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