5 customer service challenges and how to face them
Performing good customer service in the area of technical support, CSH, or even for meeting the internal personnel needs is essential. As well as ensuring more agility for solving possible problems, the right orientation and use of the best solutions also guarantee customer loyalty.
But we know that there are a series of challenges when it comes to customer service. You only need a brief analysis of the market to realize that this area still has a lot to evolve. A survey by Better Business World Wide involving 69 countries brought Brazil into second place in the ranking of worst service. In other words, lack of sympathy, followed by delays when the service is not face-to-face is a common problem in the country.
In this post, you will find out the five most common customer service challenges in the routine of companies and how to face them:
1-Delays to conclude
This is a very common problem and that is why many people dislike using CSH. Stay in the standby line, get transferred dozens of times, and end up without having the problem solved. If you identify yourself in such a situation, then you know that you have to be different if you want to stand out. A good service demands agility, based on the urgent needs of the customer. In the support area, for example, it is the solution to the problem that will guarantee the usability of the system or the end of matters that are placing the routine performance of the company at risk. In the service to the individual, delays to conclude may result in the loss of the customer, who will prefer another company in the next purchase.
2-Lack of self-service options
Following the idea presented above, it is important to bring tools that support fast deliveries. And chatbots, corporate portals, and other self-service tools fit perfectly this proposal. By using them, customers can solve several simple demands by themselves and no need to contact the company. For the team, it means reducing demands and improving the way to serve, being able to concentrate energy on strategic actions for a better relationship with the customer.
3-Lack of service history
Especially in terms of support, this problem is very serious, because it compromises in finding a definitive solution to various issues. If your company does not use a customer service management tool, you will not be able to check history, see what are the most common problems, and work towards continuous improvement. You will also not be able to measure results and level of customer satisfaction, one who may not always be served properly.
4-No clear SLAs and KPIs
What is the service level agreement with your customer? What are the performance targets and indicators to measure the work of the customer service team? Unless these two points are clear, it is almost impossible to optimize the customer service process. Make use of technology to support you, with a platform developed especially for this purpose, such as Ellevo, which brings indicators of response time, the number of tickets performed, as well as the chance for well-targeted remote services.
5-Lack of a suitable tool for service management
As mentioned above, invest in a tool that supports efficient customer service management. Here you can find examples of how the Ellevo platform helps companies from different sizes and segments to streamline and improve their day-to-day service areas. Using this type of solution, your company can create indicators, implement automation routines, develop robots to simplify the service and provide more autonomy to the customer, and better guidance to the team.