As the customer care industry transforms, consumer behavior is changing the way customers want to be serviced, forcing companies to shift the way they interact with customers, partners, internal employees, and agents. Customers are open to spending more and purchasing additional products, but companies must provide excellent service in order to win customer loyalty.
We recently discussed the "Four Customer Care Trends Your Business Needs to Adopt." Today we will cover five common customer care complaints and what your business can do about them. Let's take a look at the Top 5:
1. I can't find the information I need.
Self-service has become the channel that customers seek to resolve issues even before they pick up the phone or send an email. According to Microsoft's 2015 U.S. State of Multichannel Customer Service Report, 75% of the consumers surveyed said they have used a search engine to find an answer to a customer service question and 92% expect a brand or organization to offer a self-service support portal or FAQ page. In fact, half of the surveyed customers said they have more favorable views of brands that offer a mobile responsive support portal. Unfortunately, almost a quarter of these consumers said they were not able to find the information they were looking for and the cited too little information, disorganized information, and no search capability as the main reasons why.
So what can your business do? It's time to get on the self-service bandwagon and choose a knowledge management solution that is easily updated and consistent. It's important to keep track of what types of information customers are seeking and make sure that common inquiries are added to the knowledge database.
2. I'm on hold for too long.
The report also notes that half of U.S. consumers say one to five minutes is the maximum time they'll wait on hold with less than 20% saying they'll wait more than 10 minutes. In this case, time really is money. So, what's holding up the process? Customer Service Agents often have to juggle multiple log in data, screens, and applications. When taking a customer call agents will also need to navigate to the correct application to address that specific issue, the customer's data can be located in a different place, and notes may need to be taken on another screen. All of this navigating and logging in adds time to individual calls and can hold up the resolution process for everyone.
So what can your business do? A unified service desk with single sign on capabilities can eliminate the need for agents to manage multiple log in information and multiple screens. By having all data centralized within a single platform, you eliminate the typical islands of data found at contact centers and reduce average handle time across the board.
3. I'm being passed to different agents.
One of the most common complaints from customers is that they get passed between agents in order to reach a resolution. Customers are often either initially directed to the wrong agent for an issue or are passed to multiple agents who are unable to resolve the issue. A customer's satisfaction plummets when they find they must repeat their issue to different agents, give answers to the same questions, and wait longer for a resolution.
So what can your business do? It's time to make sure tickets, inquiries, and calls get routed to the correct agents right off the bat. When tickets are routed to the appropriate agents, we want to make sure they have the right information to provide a high level of service. Having your channels and systems of records integrated with Global Case Management – CRM, will ensure that regardless of where an inquiry is routed, your agents can provide the same repeatable high quality interactions and proactive service to customers.
4. I have contacted customer service multiple times about the same issue.
Another complaint from customers is that when they submit a ticket they don't hear back in a timely manner or are told an issue is resolved only to find that the issue keeps recurring. Siloed departments and islands of data often cause inconsistencies and errors. Tickets can get lost, information might not get transferred, and the right departments might never be notified of an issue. For example, a customer's address might be corrected with an accounting department but that change might not be communicated to the shipping department – resulting in the issue only being partially resolved.
So what can your business do? By implementing a solution that provides a single, centralized location for data, you can eliminate the errors and inconsistencies that plague many customer care centers. Ensure predictable, repeatable, and high quality interactions with your customers by having call scripts to guide agents with relevant knowledge tied to your inquiries. Through this solution, you will see significant increases in CSAT / NPS scores and First Call Resolution (FCR) time.
5. Unfriendly, uniformed customer service.
We all know of the dreaded customer satisfaction surveys that cite unfriendly and uninformed agents as an issue. It's also common fact that there is a lot of turnover for customer service agents. With aging technologies and the large amount of disjointed and ineffective tools to solve issues– it's a perfect storm for customer service problems. According to a MyCustomer.com article that detailed a recent agent-facing survey, 32% of agents say they lack sufficient knowledge to help customers and 22% say incorrect or inconsistent customer data held on different platforms is a major issue.
So what can your business do? A single, comprehensive solution with an accurate knowledgebase and centralized information is the way to go. By providing your agents with the proper tools and information to solve issues, you can start to turn bad CSAT scores around. By making it easier for your agents to deliver service with confidence and providing them with a clear vision for customer service interactions, you can create better customer experiences.
So are you ready to address these common customer care complaints and transform your customer care center?
We can help! PowerObjects delivers tailored customer care solutions that leverage the power of Microsoft products, including Dynamics CRM, USD, Parature, from Microsoft, Power BI and Office 365, as well as our own PowerPack add-ons. Our experienced consultants provide personalized business process optimization and other services to our customers to help drive down operating expenses, automate repetitive tasks, provide management reporting, and provide baselines for AHT, FCR and other measurement criteria.
To help you get started with planning a new roadmap to better customer service, download our CRM for Customer Care: 9 Successful Deployment Strategies eBook.