The 3 challenges we face when solving problems with clients
Offering top-quality customer service has always been difficult, even for the most accomplished customer service agent. That's why it's important to reflect on the 3 biggest challenges in resolving conflicts with dissatisfied customers:
#1 The complexity of customer service workflows . Where once there was a single person with a phone in hand, now there are agents working with complex and cumbersome interfaces. Add to that information from other sectors (finance, stock, sales, etc.).
#2 Customer expectations list of zimbabwe consumer email have risen . Today, customers expect agents to provide fast, personal service. That’s only possible when the agent has the necessary contextual information—who the customer is, what problems they’ve had in the past, etc.—without having to ask.
#3 Customers have many channel options , and expect to be served in the same way in each of them. It is important to keep in mind that customers do not care much about internal operations. All they are interested in is having their problems resolved.
The secret to resolving conflicts with dissatisfied customers
Companies are looking to improve customer experience as they grow. That's possible by adopting omnichannel support. This innovative approach is not out of reach for small businesses. Making the move to omnichannel support is easy and seamless, with a centralized support solution that makes customer service easier.
This enables companies to respond to customer tickets in context and in a timely manner. Agents must be equipped with actionable information and the ability to resolve customer issues across all channels.
Problematic clients or poorly prepared agents?
Looking at things from a different perspective, maybe your company's customer service issues aren't that hard to solve. Updating your customer service system can help you a lot . There are softwares that allow agents to have a unique workspace, which reflects the particular characteristics of the tickets they receive. If you're looking for how to better prepare your agents, we have a very useful customer experience guide for that.
As businesses grow in size and complexity, customer issues become more complex and nuanced, requiring agents to have the tools to resolve issues without sacrificing time, efficiency or job satisfaction.
In addition to timely information, with the right software you can gain predetermined process time for recurring activities and thus improve your customer service issues. For example, if you are a retailer, this could mean the need to create dedicated workspaces for certain recurring situations, such as returns.
If a customer reaches out to make a return, the agent should automatically have all the necessary tools (such as apps and macros) to immediately respond to the customer’s request in a dedicated “returns” workspace. This type of pre-determined action is possible through customer service software.
Is it possible to resolve conflicts with dissatisfied customers?
Customers are increasingly communicating through a variety of support channels, which means their data is fragmented and siloed. In order to resolve customer issues quickly and easily, the agent must be able to access all customer information in a simplified and immediate way with omnichannel support.
Because the fewer times the agent has to say, “Wait, who am I speaking to?” or “Why did you reach out earlier?”, the better the experience will be for both the agent and the customer. Implementing a new system through omnichannel support software can help solve your customer service issues. How do you do that? Here’s an example:
Resolve your debt: An example to follow!
There is nothing more difficult than resolving past debts, with over 10 years of experience in 3 Latin American countries, Resuelve tu deuda understands a lot about customer service issues. This company faced the challenges already mentioned in a very delicate area. Customer trust in this field is everything.
When we talk about debt and finance, we are entering into minefields. However, Resuelve tu deuda is an excellent example, as they have worked hard to achieve customer service through various channels and a solid database. They sought to be more efficient, using the available channels and speeding up the resolution of customer problems.
Finance is certainly a concern that we all have, which is why providing an efficient service in that field for a decade already tells us a lot about the quality of the company. To better understand how an omnichannel customer service system makes a difference in resolving conflicts with dissatisfied customers, see all the details of the Resuelve tu deuda case.
A tool to solve your customer service problems
Customers today use multiple devices and apps to contact their friends and families, and in the case of businesses, the trend continues. Whether a customer prefers to chat while at work, send emails while on the bus, or call while at home, customer service must always be available.
According to the Aberdeen survey , half of the companies that participated use at least 10 communication channels to handle customer issues. This is where omnichannel support is most needed, allowing agents to maintain consistency regardless of whether the conversation moves from one channel to another, unifying all customer communications in a single user interface.
Customers care little about the company's internal processes. Their priority is to communicate through the channel of their choice, something that may depend on the complexity of the matter or even the time of day. There are no problematic customers, there are simply customers who seek a quick resolution, which is why improving our customer service system is of vital importance.
