As customer experience (CX) aficionados and followers of The Effortless Experience methodology, you’re familiar with the value of good customer service. You may even have the best techniques memorized: advocacy, positive language, anchoring, and more. You know what your team should be doing… the trouble lies in the implementation. How do you determine what to focus on first? What’s the most successful technique your team is already using? And, perhaps most importantly: How do you know if your team is following your coaching directions?
We can help with that. All the data you need to create a good customer service experience is right at your fingertips. Here’s how to get that information… and how to put it to work.
Get the right information with digital transformation
If you’ve heard it once, you’ve heard it a dozen times or more. The whole world is talking about digital transformation, and for good reason. The first step to good customer service, in this day and age, is discovering what’s causing the rift between customer expectations and their actual experiences, and working to address that. To do so, you need a powerful tool that can handle millions of calls, analyze them, and deliver the data you need when and where you need it. Digital transformation is no longer optional for the competitive brand; it’s a necessity.
Don’t go full robot: Balance human & artificial intelligence
With that said, as we transition fully into a fast-paced digital world, the human element of customer service is actually just as important as automation. At the same time, the amount of data we need to process in a very short amount of time has increased dramatically. This leaves us with the pressing need to use digital tools to increase our productivity, while still maintaining the human element that’s so necessary for a good customer service experience. It’s a delicate balance to strike, but one that’s essential to master as we look to the future of CX.
Continue education with long-term insight management
As you begin your implementation journey and work to cultivate behaviors like advocacy in your team, remember to keep your ear to the ground and keep learning about what behaviors lead to the best results. That’s what makes a platform like Tethr so essential: In order to keep learning from your calls, that information has to be consistently accessible and thoroughly integrated. When you’re able to view trends over time with a good conversation analytics platform, you’re able to make high-level decisions that impact feedback, improve customer loyalty, and lead to significant increases in revenue.
Here at Tethr, we’re passionate about helping you get the most out of the data you already have. Get a closer look at the information we can surface for your team in a live demo, or check out our resources page for more information and a closer look at some specific use cases.