Enriching customer service experience facilitates prosperous earnings
The businesses that deal with technology and technical products have contact centers for extending
support to their customers. Most of the customers are unable to handle the technical issues and seek
assistance from the contact center agents. Though these contact centers are meant for resolving
customers’ issues it barely suffices their needs thus raising the cost of operations with escalated calls and
multiple interactions, notwithstanding the frustration of the customers.
The contact center agents have to use multiple sources for retrieving information to resolve the issues,
and generally they are incapable of finding the root cause leading to inaccurate resolutions and lengthy
procedures. Expenses rise due to the multiple interactions between the customer and the agent in trying
to find the correct root cause. There is no way that agents are provided with information about the
customers’ past interactions, and each time the entire process is repeated from scratch wasting useful
time and making the customers irate.
To overcome the challenges and maintain cost-efficient operations businesses need to employ reliable
customer service solutions that can help in delivering accurate resolutions and reducing expenses. There
is a requirement for an environment with an integrated knowledgebase that facilitates searching for root
causes and its relevant solutions.
The environment should also facilitate the agents to view information about the customers’ prior
interactions so that they can provide prompt and satisfactory services. The customer service solutions
should provide numerous options to find the correct answers depending on the level of expertise and
knowledge of the agents. It should have the capability to capture the real interactions between
customers and agents to add the experiences in the knowledgebase for future references.
The convenience of finding solutions voluntarily by customers has made the concept of web self-help
extremely popular. Customers prefer searching for answers at their own pace rather than contacting the
agents. But most of the times these self-service facilities are cumbersome and the instructions are
confusing which exasperates the customers. and they have no choice but to return to the agents. The
self-service facilities should help the customers find their answers easily without the assistance of any
agents irrespective of whether they are first time users or experts.
A flexible ambience that helps agents to retrieve information correctly without any errors or time-
consuming methods is the ideal set up for contact centers. Efficient web self services that assist the
customers in resolving their issues without the need of any agents helps businesses to retain their
Learn more about: - customer service experience , knowledge Management ,
& customer service implementation