You know that improving customer experience metrics like NPS, CSAT, response times, and agent utilization is about improving your processes. However, it’s easier said than done.
The problem is that your systems and processes haven’t been designed for your people. This ends up causing your agents, account managers, and customer teams to spend a significant amount of time updating records, chasing people, and performing other mundane, administrative tasks, which takes time away from the important task of serving your customers.
It’s time to change that.
The explosion of SaaS applications has made it easier for customer success & support teams to rely on software to solve their process problems. However, systems and processes are still primarily designed solely with business needs in mind. They also lack the flexibility to support the specific needs of each business and individual. This creates a “Last Mile” gap that require people to fill in with manual tasks.
The best designed processes are ones that focus on people. For customer teams, this means more than just delivering the best experience for your customers, it also means optimizing the process for your team members as well. If you can minimize the amount of administrative work that your customer support agents or customer success managers need to do, then they can focus more on serving your customers. To do that, you need a way to bridge the “Last Mile” gap and give you the flexibility to think people-first.
One of the things that can help improve your processes is automation. When deployed with a people-first mindset, automation can scale your customer teams while ensuring the quality of your customer experience. Automation eliminates mundane or routine tasks that people need to do in order to follow processes such as creating customer tickets, routing customer issues, or sending account follow-ups. Automation also gives customer teams the flexibility to tailor any system to the needs of their own people and processes.
Your customers respond to personal experiences. Increase your net promoter score by ensuring your customer teams are maximizing their time with your customers.
Customers need to feel like they are cared for. Maximize your customer satisfaction by automating touchpoints with the right materials at the right times.
Customers hate waiting when they have an issue. Improve response times with automated responses that intelligently understand your customer.
The time your agents have to spend with customers are the most valuable. Increase agent utilization by automating administrative and coordination tasks.
By automating and orchestrating the end-to-end support escalation process between multiple teams and systems (Intercom, Zendesk, and Slack). TripActions improved customer experience, efficiency, and visibility across customer support.