5 Tips for Excellent Customer Support

May 29, 2019, 9:00:00 AM


If you’re not already focused on going above and beyond for your customers, you’re failing. With so much competition, it doesn’t matter how great your product or service is, you must also excel in the experience you offer your customers. To help you create a strategy that will lead to ongoing business success, check out the five tips below.


1. Engage customers with an advanced omni-channel call center

Give your customers the power to connect with you in the way that works best for them. If your company is using multiple channels where each channel operates in silos, isolated from one another, it can lead to disjointed and frustrating customer experiences. Customers may need to start a conversation via phone and then switch to chat--they expect this transfer to be seamless. Customers also want quick answers to their questions and easy paths to resolution for their problems. Having an omni-channel contact center lets agents deliver exceptional customer service and exceed customer expectations. Customers can receive support over the phone, chat, or social media messaging while they’re simultaneously accessing their account online, for example. Does your current technology support an omni-channel focus? Is your business communications software unified on one platform and truly omni-channel?


2. Leverage AI to give customers fast, self-service abilities

Artificial intelligence (AI) and chatbots help meet the demanding expectations of today’s customers. Chatbot technology, powered by AI, can help customers get immediate answers and fast outcomes without having to wait to connect to a live agent. And it’s not an either-or scenario--bots and humans can complement each other! In fact, intelligent bots actually empower your agents versus replacing them; they free up agents’ time, letting them focus on more complicated and valuable tasks. Repetitive, simple interactions can be handled by tech in no time. AI also helps your agents by gathering information on customers, telling agents who they will be talking to, pulling up customer history, and making intelligent recommendations on how to resolve a customer’s problem. Leveraging a chatbot that uses natural language understanding and is powered by machine learning will undoubtedly boost your customer engagement and satisfaction.


3. Go off script and be friendly, conversational, and personable

As chatbots solve more straightforward inquiries, we are seeing the rise of the ‘super agent’. Agents no longer have to solve mundane requests and work purely off of a script. There is now more opportunity for agents to really personalize their interactions. And that’s another way Edify can really make a difference, enabling agents to view complete customer interaction histories before, during, and after an interaction. The more information that’s available at your agents’ fingertips, the more genuinely helpful they are able to be. Sentiment and behavior analysis from the chatbot can also tell agents more about each customer’s personal and communication preferences--does the customer want a quick and direct answer or do they like to engage in small talk? Agents in today’s world must be able to solve complex issues and be emotionally able to connect with customers.

An omni-channel contact center solution is hugely beneficial, but it still requires agents to have soft skills. When handling frustrated customers, agents should be empowered to make decisions like issuing a refund, credit, or other action; they need to be able to easily connect customers with supervisors too when they’re trying to improve a situation. Understand your customers, address their questions, acknowledge any concerns, and tell them how you are going to try to make things right.


4. Connect customers with past agents to resolve recurring or already open issues

Most companies have all notes, recordings, calls and chats stored in their communications platform. Are all of these things available to call center agents on one dashboard? If not, you’re not setting your agents up for success, because one dashboard is best and it is available! Customers prefer to be reconnected with past agents to resolve recurring or already open issues. This also helps interactions flourish and become both conversational and personable. With Edify, the communication experience is united across all channels.


5. Be proactive in making things right

Handle issues before they escalate. With the right call center solution, it’s easy to identify repeat problems and enable agents to be proactive in a response. Agents can reach out to customers, solving and handling frequently reported issues before they arise again and again. Edify makes it easy for agents to deliver top-notch service to their customers by tracking, analyzing, and making recommendations on how to act on customer activity. Service recovery leads to customers thinking more highly of your business by correcting problems before they have to reach out and report it. Addressing frustrations as soon as trends emerge showing a repeat issue positively impacts customer loyalty and the overall customer experience.

A solution built to empower agents

Providing excellent customer support and empowering your contact center agents begins with implementing the right communications platform. Edify connects businesses with customers and employees with each other--it really is the perfect omni-channel solution, letting users move seamlessly among channels within one conversation. If that doesn’t sound appealing, we also give businesses their five users free forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee. Click here to learn more about how Edify will completely transform your business communications.


Kendal Rodgers

Written by Kendal Rodgers

Kendal is the Marketing Manager at Edify and has been writing and curating content most of her professional career. She’s passionate about working with start-ups and sharing life experiences through storytelling. Kendal earned her B.S. in Marketing and International Studies from the IU Kelley School of Business.