2020 is a year that very few businesses will forget, and we are still only halfway through. As companies start to consider what comes next, focus needs to be on making effortless customer experience the new norm. This might mean adapting processes, reviewing support models and rethinking their approach to delivering customer service.
Why is effortless customer experience now essential?
The notion of ‘effortless’ will be interpreted differently by different stakeholders, including customers, agents, and managers. The process of making the customer experience as effortless as possible is about making every aspect of engagement simple, reducing the level of effort required.
As the year started, in-centre teams, with no work-at-home, self-service, or automation elements, was almost universally considered the best practical solution for delivering customer service: now fast forward 6 months…!
Customer service can no longer be just in-centre and needs to have a different foundation, one that includes all support options. For example, split teams between in-centre & work-at-home through a blended model can greatly reduce the risk to service if a site must close. With the influence of digitalisation in customer support, most customers seek an answer to a problem via online content. Self-service content needs to be dynamic and easy to digest and, if done right, empowers the customer to resolve minor problems without the need for additional support.
An effortless customer experience can lead to an effortless agent experience
Of course, from a business perspective, customer service is about delivering effortless customer experience, but it’s also important to ensure that agents have an experience that enables them to do their job well too. With this in mind, effortless means making the agents’ job easier. As mentioned in a previous post, improved self-serve resources can also be an asset to agents, providing them with up to date information or how-to guides for troubleshooting and product training. Also, automating tedious processes like pasting customer data into multiple systems reduces AHT and puts the task in the background away from the agent and customer.
Considering the cost of complex processes
With business now coming back online, timing is key for how quickly companies can return to normal operations and getting back to “normal” depends on many factors, both internal and external. Although no-one can predict what will happen in the coming months, it’s possible to plan ahead and make changes today:
- Reduce cost and effort by simplifying complex processes that are time-consuming
- Analyse where time is being spent in order to identify what processes are costing, in terms of both money and reputation
Striving for a truly effortless customer experience gets easier over time as we become more knowledgeable and better equipped to eliminate complexities. By carefully analysing customer service interactions, it is possible to simplify and streamline processes, reducing the effort required on the part of customers, agents, and other stakeholders.
For more information on how SYKES can help make your customer experience effortless, please get in touch!