Enhancing Customer
Service Best Practices

August 2020 | Article

By Quantanite

By Quantanite

Enhancing Customer Service Best Practices
with Managed Services

Enhancing Customer Service Best Practices with Managed Services

In a previous article we spoke about the problem with front-office and customer engagement and how to fix it. It is therefore fair to say that customer engagement involves both customer service and customer experience. And these two elements need to work together and need to be continuously managed.

A great customer service team can add huge benefits to a company’s growth. It can help with both winning and retaining customers and like any other business endeavor, it requires clear communication, properly setting objectives and goals, and ensuring that business outcomes are achieved.

As consumer’s expectations continue to rise, buying behavior continues to change as well as the continued uncertainty of the buyers market. The question now is whether you should build your team inhouse or use an outsourced Managed Services Provider to successfully meet customer’s needs and maintain business growth.

Organizations work hard and put in many resources to build their sales pipeline and gain customers. However, with today’s competitive and on-demand world, as well as the change in the way both customers and clients do business, these same organizations now need to work even harder at retaining customers whilst being cost-effective. Afterall, in today’s crowded market where customers have a choice, it’s businesses that have unparalleled customer services that find the greatest success.

But where do you start?
The first step is that of enhancing your customer services and also more importantly, enhancing your customer experience. As a company, you have an offering to deliver to your customers but, unless you meet specific needs, you have no value to them. And that is where it all starts. Enhancing your front-office with continued management and improved services, and ensuring that you understand and successfully meet the needs of your customers.

And this is where the role of front-office managed services comes into play. It is an effective means of enhancing your customer experience and customer service.

Managed services is a subsidiary of growth that goes way beyond just cost savings. It aligns with your goals and expectations and this is critical in delivering customer service 24/7. But why is that? Managed Services employs the right people, provides the right tools and has a good process regardless of where they are delivering the service from. And in today’s ever-changing environment, this is a critical factor. Managed services enables you to stay focused on scaling and expanding your business and focusing on your customer service while your front-office is being taken care of.

Creating and implementing great customer service takes resources and continued management. Further to this, you need to custom design your business processes, customer service programs and strategies to help you efficiently meet operational challenges. With managed services you are able to create multi-channel care and communication, whether you are looking for services or support.

Creating a stellar service and implementing best practices of customer service can have a sizeable impact on the way both current and potential customers view your business and this starts with making a few simple changes.

We share with you some tips and best practices of customer service which can be enhanced by managed services.

1. Find the right people

Senior decision makers must be enthusiastically on board from the start. That way, valuable resources will be freed up early on – resources such as subject matter experts (SMEs). They have the process knowledge, metrics and test data that you’ll need for a successful RPA project.

Given RPA’s heavy reliance on IT infrastructure and IT applications, it is essential that your IT team is involved from the beginning. They’ll quickly highlight and resolve any unexpected challenges – software or infrastructure upgrades, security policies, relevant access for the robots and so on.

• Training
• Placing emphasis on communicating value to the customer
• Making available the right tools and processes for them to succeed

2. Creating a clear set of standards

The ability to provide excellent customer service can only happen when you have the right team and when everyone in the team is on the same page. Upper management needs to align key deliverables and measurables which they hope to impress upon customers which will form the basis of the standards expected.

3. Know your customers

Targeting the right people is important, equally so is knowing who your customers are and building a rapport with them. Good customer service involves creating a personalised service for each customer.

4. Train your staff

While there is not always time and scope for training, this is something that must not be overlooked. To merely develop a customer service strategy is not sufficient. Staff must be well balanced and equipped with the know-how, with technical expertise and interpersonal skills. Further to this, staff need to be constantly re-evaluated and trained on the most integral parts and aspects of the customer service strategy.

5. Implement the right tools

Provide your teams with the correct and necessary tools that will help them communicate easily and effectively with your customers.

6. Measure and track progress

Change is hard, but, following a tried process and implementing best
practices will make things easier. The following steps can be applied.

• Establish a baseline against which improvement can be marked and
• Evaluate individual progress based on performance
• Aggregate data to help track performance

6. Measure and track progress

Change is hard, but, following a tried process and implementing best
practices will make things easier. The following steps can be applied.

• Establish a baseline against which improvement can be marked and
• Evaluate individual progress based on performance
• Aggregate data to help track performance

7. Utilize multiple channels of communication

A multi-channel approach creates a seamless experience for your customer. With good customer service, comes good customer engagement and therefore alignment is key. You need to ensure that all channels of communication are integrated.

8. Collect and analyze customer feedback

Without effectively monitoring and evaluating you cannot analyze the effectiveness of your customer service and will therefore not be able to adjust processes accordingly.

9. Realize the benefits of great customer service

Customer service and business strategy are two intertwined and interrelated processes of your core business. They are both fundamental in achieving success and realizing this, fuels growth.

Managed services and good customer services, although independent, can run congruently for business growth, expandability and scalability. At Quantanite we assist in providing customer service solutions to grow your business.

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