By Steve Brubaker, InfoCision Chief of Staff
It’s that time of the year again when new reports start streaming in about how companies are handling their customer service. Usually, the reports are mixed.
One report, for instance, shows that energy companies have a lot of work to do in repairing consumer relations. Phone, travel and financial companies are also falling behind in their customer service efforts.
This begs the question: How can companies that are failing in customer service turn things around? It’s not always easy to know what adjustments need to be made. Oftentimes, businesses will attempt to make impactful changes but they will actually do more harm than good.
Here are some common questions, for instance, that business leaders typically struggle with when trying to overhaul their customer service strategies:
- Do our customers want to speak with live agents?
- Should we be more active on social media?
- How can we improve agent friendless?
- How can we drive more sales in our contact center?
- What technologies should I be investing in this year?
- Is my contact center safe from cybercrime?
As you can see, there are many different questions that can arise during this process and it can be very difficult to know which buttons to press as you revise your strategy. And different industries, it should be noted, require different types of customer service solutions. There is no one size fits all customer service strategy that you can implement.
What you can do, however, is outsource your customer service to a high quality contact center solutions provider. By doing so, you can streamline all aspects of customer service and put your operations in the hands of a dedicated team of trusted professionals who know how to communicate with customers and drive sales.
Remember: A failing grade in customer service is not the end of the world. It’s an opportunity to turn things around — especially if all of your competitors are offering poor customer service, too. If your industry is notorious for poor service, like pay TV or energy, consider rebuilding your image as a customer-friendly organization. It simply requires a shift in strategy and attitude, and a willingness to try something new.
To get the process started, consider outsourcing your customer service operations to a third party contact center solutions provider. You will get access to premium agents, high quality infrastructure and much more. It’s a simple way to transform your customer relationships.
So if your business is failing in its customer service efforts, consider making 2018 the year that you become a customer-centric organization. Then, watch the dollars pile up.