Two of the key things that make a great customer experience are consistency and efficiency. These are also the things that I’ve found to be lacking in all of my previous Customer Service jobs. In most cases it was due to the knowledge and skills (learned over years of doing the job) being locked up in one member of staff, who would struggle to train new staff and do their own job at the same time. On more than one occasion, the extent of my training was being handed a folder or sheet of paper with the basic information, and told to ‘let someone know if you need help’. It’s a problem that I’ve seen repeated over and over in various industries, and it’s a really inconsistent and sloppy way to achieve good customer service. This is where Knowledge Work Automation can improve things.
Imagine a system that will support Agents in giving correct, consistent information, answers and advice every time. Something that makes everyone as good as that one ‘perfect person’, freeing their time to continue doing their job brilliantly. If things change, it’s easy to provide the new information to everyone quickly. It’s something that I have no doubt would have improved customer experience in my previous companies.
And if you are in doubt that Customer Service is that important, take a look at these statistics:
Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience.
86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago.
89% of consumers began doing business with a competitor following a poor customer experience. (Source: Harris Interactive)
Can you really afford not to make a change?