Customer Service Is a Business Differentiator. Where Do You Stand?
According to a recent report from Harvard Business Review Analytic Services and SAP, businesses are transforming their customer service operations and processes – but with varying degrees of success. 94% of business-to-business (B2B) organizations say customer service is a critical aspect of driving value, and 89% of organizations report that their approach to customer service has changed over the past two years. But, only 58% of organizations are satisfied with the customer service they provide.
Organizations know what they need to do, but getting there is a challenge. Explore these 3 strategies for staying ahead of rising customer service expectations.
1. Break silos with connected customer service
Organizations should enable their service teams to better collaborate with other departments, and provide them with easy access to customer data.
When an issue is reported, customer service agents need to have quick and easy access to all of the relevant customer information, for example, related to sales and logistics.
2. Streamline the customer and agent experience
Organizations should provide their customer service agents with effective and easy-to-use customer service tools, and have the ability to deliver proactive service.
Undeniably, fast response time is critical to delivering excellent service experiences, and if service agents don’t have the right tools, it’s very difficult to meet your SLAs. In an increasingly digital environment, it’s also important to be able to communicate with customers via the channel of their choice (such as live chat or WhatsApp).
Also Read: SAP Service Cloud: Overview & Pricing 2023
3. Automate processes
Organizations should optimize and automate processes to improve agent performance and efficiency.
For example, you can use machine learning to automatically categorize and route customer issues to the right person/team, and improve your resolution times.