Computers are so ubiquitous in our lives that it’s easy to forget there’s a whole industry dedicated to keeping things functioning smoothly. When we encounter a technological problem, we suddenly recall that there is someone who can assist us. When clients have a problem with your product or service, excellent IT assistance can make all the difference. If you value customer service, you must recognize the significance of IT assistance in providing a positive client experience. This post will cover six techniques for improving IT assistance and turning dissatisfied clients into happy ones.
Tip 1: Teach Your Personnel About Customer Service
Customer satisfaction should be your contact center’s first priority. Consumers polled by Zendesk claimed that one negative experience would drive them to a rival, and that after multiple terrible encounters, 80 percent would defect. This reality emphasizes the importance of providing substantial training to your personnel. Your training should emphasize service recovery, which is the process of transforming a failed customer service engagement into a successful one. Customers are typically more satisfied after a problem is rectified than if there had never been an issue in the first place, according to the service recovery paradox.
Teach your agents how to communicate with empathy and accept comments and criticism from customers while staying professional and detached. Update your training materials to reflect current customer service trends, such as developing new and innovative ways to boost online sales. Make sure your agents are retrained on a regular basis to ensure they are up-to-date on the current processes.
Tip 2: Establish centralized knowledge base
Even specialists sometimes struggle with technical challenges. Employees that are knowledgeable are a valuable resource for any organization, but their expertise is often lost when they depart. To avoid this, implement knowledge management to share know-how more equitably throughout your team of support agents. Your agents can access the most up-to-date information in real time by organizing these resources into centralized knowledge bases. This allows your support workers to brush up on specific protocols and processes that are rarely used. They can also enter new issues as needed into the database. Both your employees and your customers benefit from a knowledge foundation. ViiBE’s knowledge management solution can quickly locate previous client interactions for use in training.
Tip 3: Communicate with the source
Every time your IT service desk runs into a problem, it’s a chance to improve customer service. The software engineers are the automobile factory, if you think of your IT service as a mechanic. If a product flaw is causing problems on a regular basis, you must notify the supplier and request that it be updated. You’ll be able to address the problem once and for all, rather than having to deal with it again and again!
This example still holds true if your organization produces a product rather than a service. You should send comments to the R&D department as soon as possible so that the factory can make modifications. ViiBE’s ticketing system employs tags to group together different calls into one issue. This will allow you to monitor reoccurring issues in real time.
Tip4: Increase the number of communication channels
Customer service has evolved from call centers to omnichannel contact centers in recent years. Contact centers offer live chat and video chat in addition to phone lines. By integrating omnichannel communications to your IT support hotline, you may drastically improve your client experience. Your team members will be able to better engage with customers and understand their emotions and wants thanks to video chat. It gives your company a human face and allows your agent’s empathy to shine through. There’s never been a better time to put this technology into practice. It is becoming easier and more accessible than ever before.
Tip 5: Make an investment in new technologies
Co-browsing services and solutions like ViiBE are simple to implement and do not require any installation. Co-browsing allows your support employees to follow a consumer around your website while they explore. This enables your representative to provide customized advice to customers and to comprehend the context of their inquiries or complaints.
ViiBE’s virtual call center solution is flexible to your company’s use case and may be used as a standalone or integrated into your existing call center software. ViiBE’s video chat feature for IT help allows the agent to circle critical components on the screen and even integrates with RealWear’s Augmented Reality devices. ViiBE’s call routing expertise connects consumers with the correct expert from the outset, reducing resolution times across the board. From the beginning, ViiBE’s win-win approach saves both the consumer and your firm time and money.
Tip 6: Track client satisfaction
Determine which clients called your IT help after having a problem with your service or product. Consider adopting a ticketing system that keeps track of all customer contacts in one place. This makes it easy to spot customers whose issues haven’t been handled following the first call. Follow up with unhappy consumers to determine their long-term contentment. Send them questions focused toward giving you a deep look at their satisfaction if they accept to receive a survey. Allow customers to write down their ideas and keep them in a knowledge base for future reference. Examine this information to see if the customer has continued to conduct business with you. Interview the customer service representative who spoke with the customer on the phone. Take what you’ve learned from this analysis and apply it to your procedures and training.
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