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Transera contact center customer service
The document provides best practices for customer service in contact centers. It emphasizes the importance of consistency across all communication channels, understanding best practices, and focusing on building relationships with customers. Technology can help contact centers prioritize customer relationships and turn customers into brand advocates. The Transera platform allows companies to offer optimized customer service across channels using real-time analytics and insights.
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Transera contact center customer service
- 1. Remembering the Customer InContact Center Customer Service
- 2. For Contact Centersto Succeed They must serve customers at EVERY STEP OF THE INTERACTION With the business.
- 3. Offering the bestpossible customer service will always be the most important aspect of a contact center and should be the focus of every business initiative. For Contact Center Success
- 4. Offer Consistency AcrossAll Channels Always respond immediately! • Chat • Email • Call • Social Media Chat Email Call Social Media
- 5. Know Best Practices Allmanagement and employees should be familiar with company standards.
- 6. Customer Calls • Answerwithin two rings • Greet the customer • Provide their name • Provide the name of the company • Ask how they can help
- 7. Smile; It Makesa Difference! It reminds the agent to speak in a polite and pleasant tone.
- 8. Don’t Interrupt • Listen •Empathize with frustrations • Do everything possible to resolve before escalating
- 9. Do They WantTo Wait On Hold? Before transferring, find out if the customer would like to wait or be called back.
- 10. Follow Up Follow throughand find out: • Has the customer been called back promptly? • Was the problem resolved?
- 11. Customer Emails • Respondimmediately • Avoid scripted responses • Use a casual tone • Strive for natural, conversational writing
- 12. Customer Chat Availability Shouldbe on every page of the website. Not too: • Noisy • Bright • Obnoxious
- 13. Chat Communication 1. Greetthe customer 2. Introduce themselves 3. Ask how they can help
- 14. Add a personaltouch! Add the agent’s photo to the chat – it makes the conversation seem “more” real.
- 15. Proactive Chat: UseWith Caution! Automatically initiated chat popups can make customers feel bombarded.
- 16. Read The Signs Acustomer may appreciate proactive chat with they are browsing: • CONTACT US pages • FAQ pages
- 17. Social Media Interactions Customersmay post on a brand’s social media page OR About the brand on their own personal page.
- 18. Respond! Customers post onsocial media because they want a response! This Helps: • Build a relationship with the poster • Increase visibility with potential customers
- 19. Social Responses • Replyquickly • Be genuine and honest • Move complicated issue conversations to direct messages
- 20. Empower Your Employees Person-to-personinteraction is much better for: • Building relationships • Endearing customers to a brand • Encouraging repeat customers
- 21. Assign Agents ToA Channel They should be well-versed in all communication channels, but consider assigning based upon their individual strengths.
- 22. Reward Employees Encourage employeesto listen and help rather than trying to close a sale or complete an interaction.
- 23. Act on Insights Surveyscan be delivered: • Appear automatically after a chat conversation • Emailed • Texted • Via phone call
- 24. Analyze Feedback Immediately Unresolvedconcerns should be acted upon as soon as possible. Unhappy customers should be called.
- 25. Use Performance Reports Contactcenter optimization programs can help gauge satisfaction and pinpoint areas that need improvement.
- 26. Focus On Relationships Thebest customer service is not about simply solving problems or processing a sale. THE BEST CUSTOMER SERVICE IS ABOUT BUILDING RELATIONSHIPS.
- 27. Technology Helps Customers aremore likely to purchase from a company they feel they know and trust. The right technology can help contact centers focus on customer relationships and turn customers into brand advocates.
- 28. The Right Tech Anomni-channel, analytics-driven contact center allows companies to offer the best service across channels. It helps them understand how that service is effective in: • Engaging customers • Ultimately increasing sales
- 29. A New EraOf Contact Center Performance Optimization Transera provides real-time visibility, predictive and descriptive analytics, and on-demand control of contact center operations across channels and sites.
- 30. About Transera Consumer-facing contactcenters rely on Transera to improve: • Agent productivity • Agent performance • Sales • Customer retention • And overall experience
- 31. Get Started! To getstarted managing your call center using the Transera visit: http://www.transerainc.com/products/salesforceapp/ or call 1-800-727-0766