Assessing your customer service channels
Why is assessing your customer channels so crucial? In today's fast-paced world, customer expectations are soaring higher than ever. If you want to stay ahead of the game you've got to know how your channels are performing and meeting customer needs – or not The framework of your assessment is critical. Start by creating a clear roadmap. What are your goals? What do you want to achieve with this assessment? Is it about faster response times, improving accessibility, or boosting customer satisfaction?
Multi-channel overview
What channels do you have for your customers to interact with you? Phone, email, live chat, social media, self-service portals, and online services. Each channel has its own unique strengths and weaknesses. Remember, it's not just about having multiple channels, it's about offering a seamless and consistent experience across all of them. So, take a deep dive into your existing channels and figure out what's working and what's not.
The customer's perspective
How do your customers perceive your channels? What are their preferences, pain points? Are they looking for quick responses? Do they prefer a self-service option? Are they hanging out on Twitter, expecting instant replies? As we have talked previously this is where ethnography is so valuable. Are you meeting your customers' needs and creating a seamless customer experience?
Metrics that matter
Don't get seduced by a million metrics because you will not analyze all of them. Focus on the ones that matter most. Response time, resolution time, customer effort scores. Use these metrics to identify bottlenecks, high-performing channels, and make informed decisions. Also ensure that our compare these metrics with industry benchmarks.
Team insights
Your customer service team are the people closest to the work and your customers. They are your eyes and ears on the ground and their insights are unbelievably important. What challenges do they face with different channels and what are they hearing from customers about these channels? Where do they excel and what tools or resources could make their lives easier?
Technology check
What are the tools and systems that power your channels. Are they up to date? Are they integrating seamlessly? Can they scale with your growing customer base?
Crafting the master plan
Alright, you've gathered all the data, insights, and feedback. It's time to craft your master plan for channel shift success. This plan should outline the improvements you'll make to each channel, the timeline for implementation, the resources needed, and the expected outcomes. It's your roadmap to creating a seamless customer journey and experience.
Today we explored:
Understanding the customer perspective
The Metrics that matter
Insights from your team
Your technology needs
Crafting the master plan.
