How to Go Above and Beyond Customer Service, Superhero Style

How to go above and beyond
customer service, superhero
style

And that’s not including likes, pins and yelp
reviews.

Today’s environment, with its ever-present
social media and mobile devices

Has given rise to a new breed of cusomers
with a new set of expectations.

Any business that’s trying to keep their head
above water, is going to need super help, and
fast.

It’s time to unleash your business’s secret
power…

A support agent is a company’s customer
service representative that handles all
customer interactions.

But an agent superhero is more than that…

An Agent Superhero chooses to go beyond
what is usual, regular or customary

They take on the toughest assignments no
one else wants

And they are relentless about customer
support

If your business wants to thrive, you need to
add some….

Kickass to your customer support

Here are 5 ways your agents can go above
and beyond and become agent superheroes

1. Build a consistent support experience

Today, customers are using multiple channels
to reach out for help

And they expect a consistent experience no
matter what channel they use

9 out of 10 customers expect to receive a
unified, consistent experience over multiple
support channels - synthetix

65% of customers receive inconsistent
information when contacting companies via
multiple channels - PWC

To achieve agent superhero status…

1. Combine all of your support channels into
one unified inbox

2. View and respond to all customer
interactions from the same location

You can manage your customer interactions
the hard way…

Or you can manage your customer
interactions the easy way with one, universal
inbox.

This way every customer case never goes
unnoticed and every customer has a positive,
consistent experience

2. See All, Know All About Your Customers

Superheroes have the unique ability to know
everything about each and every person.

Unfortunately, support agents don’t have the
same luxury without the right tools.

40% of customers expect agents to
know about their previous attempts to
resolve an issue when switching to
another support channel - Nice
Systems

Become a see-all-know-all agent superhero
by…

1. Having a customer profile available with
each interaction

2. Categorize your cases and add custom
information

That gives you all the necessary information to
address the customer with a fast and
personalized experience.

3. Help Customers Help Themselves

Believe it or not, most customers want to solve
their own problem.

72% of customers prefer self-service to
resolve their support issues over picking up
the phone or sending an email - Forrester

Save the day by creating an accessible,
powerful online support center.

If you want to go above and beyond the heroic
standard…

1. Keep the search bar front and center so
content is easy to find

2. Constantly update your Knowledge Base
content so that it’s always fresh and relevant
to the customer

4. Double up: Be Fast and Accurate

The key to great customer service is the
speed and quality of the response.

If not managed properly, your team’s poor
response times could be your company’s
kryptonite.

55% of customers said a company’s failure to
resolve their problem in a timely manner
drove them away – RightNow Technologies

71% of customers said valuing their time was
the greatest indicator of a positive customer
experience - Forrester

In order for your agent superheroes to provide
a fast, personalized experience, they must…

1. Create a process to automatically route
your customer requests

2. Organize your cases by creating work
queues for different teams

So agents can move at the speed of now and
conquer customer service requests at ease.

The best in-class superheroes understand
that continual improvement in necessary,
regardless of their success.

They must innovate by tracking customer support
performance to constantly be improving.

To amp up your customer service
performance…

1. Track the volume of your
customer interaction channels

2. Track agent performance to
understand areas where you can
improve

By constantly monitoring your
agents’ performance, you can
keep customer satisfaction up.

6. Activate Whole Company
Support

A true superhero can achieve just
about anything…

…but they know the power that an
entire team can provide.

In a company focused on
providing amazing customer
service, it should be everyone’s
job to support the customer.

This way, everyone is invested
and the customer gets the support
they need from the person who
can help them the best.

Everyday customers count on you
to solve their problems, and be
there in times of trouble, need or
just because.

You may not be a speeding bullet

Or be able to leap tall buildings in
a single bound

But when you go above and
beyond the call of customer
service to support the customer…

You can be someone’s superhero,
too.

“It’s not who I am underneath, but
what I do that defines me” Batman

“We’ve all been where you are.
Someone helped us when we
needed it. Now it’s time to pay it
forward.” - Rogue

“I believe there’s a hero in all of
us, that keeps us honest, gives us
strength, makes us noble” Spiderman

It also doesn’t hurt to have the
right tools to provide amazing
customer service.

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.

How to Go Above and Beyond Customer Service, Superhero Style

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