Most companies would agree that customer service is vital to their success, yet when it comes to technology investments, contact centers are rarely first in line for resources. Many organizations still rely on outdated phone-only service models, aging platforms, and cobbled-together integrations, resulting in long wait times and other frustrations for customers and agents. But organizations can no longer afford to neglect customer service. Updating your company's customer care infrastructure can deliver solid business benefits that will pay off on multiple levels.
In 2020, the coronavirus pandemic highlighted the need for an updated approach to customer service infrastructure. In the early days of quarantine, both B2B and B2C contact centers experienced a surge in incoming calls. At the same time, agents were required to work from home, dramatically changing telephony needs and impacting the ability to connect with other agents. As a result, many customers endured hours-long wait times, while some were unable to connect at all. While the situation gradually stabilized over the weeks that followed, the lingering effects remain.
So, when will the pre-coronavirus “business as usual” return to contact centers? Probably never. According to a May 2020 study, 84 percent of customer service professionals believe the COVID-19 crisis permanently elevated the importance of the contact center for their business, and 51 percent believe the customer service experience will impact brand loyalty more deeply after the pandemic than it did before.
Consumer expectations from the service experience have been escalating for years and continue to rise. In a recent survey, 55 percent of buyers said their expectations for customer service are higher than just one year ago.
While some companies have traditionally viewed customer service as a cost center, updating your contact center infrastructure can deliver short- and long-term business benefits that impact your organization’s bottom line. Here are just three of the ways a customer care upgrade can drive gains in productivity and profitability:
Today’s customers know exactly what they want from your service experience. They know which channels they prefer for which interactions, and they know what should happen after they connect. Businesses that provide what customers want, when and how they want it, position themselves well to inspire long-term customer loyalty and drive repeat business.
Consider the following outcomes from recent surveys:
• 90 percent of customers say they place a high value on the quality of customer service when choosing or remaining loyal to a brand.
• 80 percent of customers say experience is as important as a company’s products and services.
• 9 out of 10 customers want seamless omnichannel service.
• 86 percent of customers expect a self-service option, and two thirds try self-service first before contacting a live agent.
• 75 percent of customers want call center agents to know their purchase history.
It can be tempting for companies to claim they’ve achieved an “omnichannel experience” if they offer multiple channels to choose from, but businesses that are winning in customer care know that omnichannel is about much more than that.
A true omnichannel experience entails offering a choice of numerous channels and creating a truly seamless experience between them. If, for example, a customer contacts a company about a particular issue via their website on Monday and then speaks with an agent about a different but related issue on Tuesday, she expects the business to have the context of both interactions. A customer service infrastructure that integrates with CRM platforms such as Salesforce can make a full record of customer communications available to all channels.
The average customer service representative may answer 50 or more calls per day, spending every working hour listening to customers, answering their questions, connecting them to the right resources (or to other agents), looking up information scattered across various sources, and following up to close out cases.
Given the volume of demands—and frustrations—service reps deal with on a daily basis, it’s little wonder that turnover rates in contact centers range between 30 and 45 percent. Replacing those lost agents is no small matter, as the average cost of training new agents is $7,500 per employee.
Fortunately, upgrading your customer service with intelligent, Salesforce-integrated platforms goes a long way towards reducing agent frustrations, making their jobs easier, and enabling them to focus on more interesting, challenging work. For example:
• Automated voice transcripts remove the need for agents to divide their attention between listening to callers and taking notes, allowing them to focus 100 percent on the conversation.
• AI solutions can monitor call and messaging transcripts to suggest solutions and next actions, so agents won’t have to dig through multiple resources to find the information they need.
• Virtual agents can handle simpler requests and problems, freeing agents from spending time addressing simple issues such as password resets or order status checks.
Every day, a massive amount of customer data is lost from phone calls, chat conversations, and other interactions that may not feed directly into your systems.
Advances such as automated call transcription, omnichannel conversation monitoring, and virtual agents enable organizations to access previously untapped sources of customer data. Add AI and advanced analytics to the mix, and they can easily convert this data into valuable insights about their customers. For example, AI can be used to analyze call transcripts and extract key words and phrases that may indicate a customer is a good candidate for a specific offer. And advanced analytics can be leveraged to identify recurring problems that may be causing some customers to leave, allowing the business to proactively address these problems and improve customer retention.
In today’s fast-moving environment, competitive advantage goes to businesses that make the best strategic use of their data. By enabling organizations to digitize, aggregate, and analyze new sources of customer information, the latest customer service technologies can help them advance towards their customer satisfaction and retention goals.
If your organization has been postponing updates to your customer care infrastructure with Salesforce-integrated solutions, there’s never been a better time to make it a priority. We can help you build an infrastructure that will give your business a competitive edge not only in the current environment, but also in years to come. You’ll be doing the right thing for your company's customers and agents, plus you’ll be creating a source of decision-making data that can uncover new revenue possibilities and create a competitive advantage.
The State of the Contact Center: Embracing the Evolving World of Work, Calabrio
Global State of Customer Service, Microsoft
“What Are Customer Expectations, and How Have They Changed?” Salesforce
2018 CX Transformation Benchmark Study, NICE
State of the Connected Customer, Salesforce
“Exploring Call Center Turnover Numbers,” QATC
“Call Center Attrition – The Good, The Bad, The Indifferent,” Call Criteria