How To
Tips on How to Improve the Support Agent Experience
Support Agent Experience: To improve your customer’s satisfaction level, first, enhance the support consultant experience. Such a conclusion can be drawn from analytical data.
For instance, Statista claims that over 60% of shoppers globally have stopped cooperating with companies at least once because of poor client service.
Moreover, Accenture states that US businesses alone lose approximately $1.6 trillion annually due to low-quality customer support.
Experts believe such a situation is caused by constantly increasing e-buyers and intensive online commerce digitalization.
Thus, consultants are frequently just overloaded by learning new software as well as dealing with loads of tickets.
So, specialists created some recommendations on how to improve the support agent experience to break the mentioned trends.
Solve the Outdated Ticketing System Problem
Rework analysts claim that over 70% of employees worldwide use outdated software nowadays. That’s because plenty of companies change corporate applications to more powerful ones every eight to ten years.
And this is too long because, according to GVR, the world’s digital market currently rises by more than 26% annually. So, specialists recommend business owners switch to corporate ticketing software more often.
What Client Service App to Choose
Among the most popular customer support platforms, experts note the following ones:
- Zendesk – multipurpose software with a simple interface and comprehensive knowledge base;
- Service Hub by HubSpot – suits small and medium-sized businesses;
- Freshdesk – has the Gamification feature allowing to make consultants’ workflow much less boring;
- Service Cloud by Salesforce – integrates with thousands of third-party apps and fits medium-sized companies as well as huge corporations.
Experts advise using trustworthy sites (such as help-desk-migration.com) to move client service data from outdated ticketing systems to new ones. Otherwise, you may lose important information.
Make the Onboarding Process Comfortable
Some ticketing systems require specific manuals containing training assignments to deal with them. Typically, learning new software falls on the support agents’ shoulders, though. Consultants become much less satisfied with their jobs in such cases. And this negatively affects their quality of work. So, provide your employees with comprehensive onboarding when switching to new ticketing systems.
What Else Can Improve the Support Agent Experience
The other effective approaches that allow for enhancing consultant workflow are:
- Setting a dynamic feedback mechanism. You should always exhaustively explain to your agents the purposes they should achieve. Furthermore, experts recommend setting KPIs and regularly measuring your support managers’ professional growth. This way, you’ll be able to define agents’ weak sides. Consequently, it will be easier to choose relevant pieces of training for your consultants.
- Creation of a conducive environment for agents. Forbes states that more than 90% of employees suffer workplace bullying. That’s frequently caused by team leaders, managers, or old-timer colleagues. So, regularly check the working atmosphere and ordinary managers’ mood, for example, by holding daily meetings.
- Enhancing the workplace. Scientists state that gray, red, and white colors decrease productivity. Try to avoid such shades when creating a working environment for client support departments.
Provide agents with corporate manuals and catalogs. This is the best way to save customer service managers’ time. As a result, they’ll be able to pay more attention to customers.
Conclusion
Improving the support agent experience may increase your profit, grow consumer confidence, and even reduce corporate expenses. However, Forbes claims that only 30% of consumers face satisfied and consequently kind consultants today. So, pay more attention to your client service agents. You may visit the Help Desk Migration blog for more detail on this topic.
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