More Related Content Similar to How to Go Above and Beyond Customer Service, Superhero Style (20) How to Go Above and Beyond Customer Service, Superhero Style1. How to go above and beyond
customer service, superhero
style
4. Has given rise to a new breed of cusomers
with a new set of expectations.
5. Any business that’s trying to keep their head
above water, is going to need super help, and
fast.
8. A support agent is a company’s customer
service representative that handles all
customer interactions.
15. Here are 5 ways your agents can go above
and beyond and become agent superheroes
18. And they expect a consistent experience no
matter what channel they use
19. 9 out of 10 customers expect to receive a
unified, consistent experience over multiple
support channels - synthetix
20. 65% of customers receive inconsistent
information when contacting companies via
multiple channels - PWC
23. 2. View and respond to all customer
interactions from the same location
26. Or you can manage your customer
interactions the easy way with one, universal
inbox.
27. This way every customer case never goes
unnoticed and every customer has a positive,
consistent experience
35. 40% of customers expect agents to
know about their previous attempts to
resolve an issue when switching to
another support channel - Nice
Systems
37. 1. Having a customer profile available with
each interaction
39. That gives you all the necessary information to
address the customer with a fast and
personalized experience.
42. Believe it or not, most customers want to solve
their own problem.
44. 72% of customers prefer self-service to
resolve their support issues over picking up
the phone or sending an email - Forrester
45. Save the day by creating an accessible,
powerful online support center.
46. If you want to go above and beyond the heroic
standard…
47. 1. Keep the search bar front and center so
content is easy to find
48. 2. Constantly update your Knowledge Base
content so that it’s always fresh and relevant
to the customer
50. The key to great customer service is the
speed and quality of the response.
51. If not managed properly, your team’s poor
response times could be your company’s
kryptonite.
53. 55% of customers said a company’s failure to
resolve their problem in a timely manner
drove them away – RightNow Technologies
54. 71% of customers said valuing their time was
the greatest indicator of a positive customer
experience - Forrester
55. In order for your agent superheroes to provide
a fast, personalized experience, they must…
56. 1. Create a process to automatically route
your customer requests
58. So agents can move at the speed of now and
conquer customer service requests at ease.
61. The best in-class superheroes understand
that continual improvement in necessary,
regardless of their success.
62. They must innovate by tracking customer support
performance to constantly be improving.
63. To amp up your customer service
performance…
64. 1. Track the volume of your
customer interaction channels
65. 2. Track agent performance to
understand areas where you can
improve
71. In a company focused on
providing amazing customer
service, it should be everyone’s
job to support the customer.
72. This way, everyone is invested
and the customer gets the support
they need from the person who
can help them the best.
75. Or be able to leap tall buildings in
a single bound
76. But when you go above and
beyond the call of customer
service to support the customer…
78. “It’s not who I am underneath, but
what I do that defines me” Batman
79. “We’ve all been where you are.
Someone helped us when we
needed it. Now it’s time to pay it
forward.” - Rogue
80. “I believe there’s a hero in all of
us, that keeps us honest, gives us
strength, makes us noble” Spiderman
81. It also doesn’t hurt to have the
right tools to provide amazing
customer service.
82. Click here to watch leading
Desk.com is the a demo
customer service
application built to make
you an agent superhero.
Click here to watch a
demo.