What is nearshore and how does it work?
We live in an age of profound change, where the challenge is to adapt quickly to ever-evolving...
The pandemic and the consequent lockdown have generated a significant increase in requests for customer care services. The limitations, such as social distancing and the prohibition of gatherings, have made requests via telephone, email and chat grow exponentially. The response given by companies, however, has not always been up to par.
The Covid-19 emergency has brought to light many problems in the area of customer care, both in the public and private sector. In fact, many companies have found themselves facing a high number of requests over the period of the pandemic with obsolete systems, so failing to give the right support to their customers.
Is there a method to ensure efficient customer care?
We Are Fiber can outline the 5 rules to offer an adequate service, even in the times of coronavirus.
The 5 rules for improving customer care
Lockdown has revealed the limits of customer care in many public offices and private companies.
In the period of the pandemic, We Are Fiber saw an increase in requests for the management of outsourced customer care services of up to over 110%
Despite this increase, we have been able to offer all the guarantees to the companies that have chosen us, thanks to technologically advanced tools, training, internal organization, an effective and multi-channel system, and constant monitoring.
- Technologically advanced instrumentation
The first problem to be solved in the design of a customer care service is certainly that relating to the management of the requests that arrive and therefore of the incoming traffic. Current VoIP technologies allow one to break down the contemporary limits imposed by the traditional physical lines. Unfortunately, in Italy many companies continue to use inadequate tools that make the customer care service inaccessible for customers who call in search of information.
- Managing multiple levels of communication
It is therefore necessary to have multiple levels of communication based on the quantity and complexity of requests. Managing the simplest and most easily resolved requests at a first level and leaving the more complex ones to a second, with smaller teams and more vertical skills, guarantees a more effective flow of communication. For this, it is necessary to implement an IVR (interactive voice response) system capable of correctly routing calls to the relevant sector.
- Reporting and checking the quality of the service
In the management of the customer care service, it is essential to interpret customer feedback in the best possible way. This is why BI (business intelligence) reporting and dashboards play a crucial role, constantly monitoring the service and providing a means to understand where and how to intervene for any improvements.
- Construction of “tailor-made teams”
Adaptability in a dynamic market and the continuous growth of startups inevitably require the search for flexible solutions that can contain costs and adjust to different business models.
- Training and updating
Training is one of the cornerstones for a successful customer care service. An effective tool is the internal wiki, a website made up of hypertext documents that aims to share, exchange, store and optimize knowledge in a collaborative way. Due to a constantly accessible wiki, operators can stay updated and have the right information available. It is very important, before starting any customer care activity, to build your own internal wiki, to minimize the circulation of incorrect information and to keep the level of training high, while still reducing costs.