The Most Common Customer Service Mistakes and How to Fix Them
Poor Availability
Solution: Relief Through (Partial) Automation
However, this problem can be easily solved. With enhancements like a self-service portal or a chatbot (both telephonic and written), customers can submit their service requests immediately. Subsequently, the automated handling of simple inquiries provides additional relief for the support team.
Furthermore, accessibility through various contact channels should be enabled to meet the diverse needs of customers.
Inadequate Monitoring
Solution: All Key Metrics at a Glance
With the LinkThat CORE dashboard, you have all the critical data of your contact center at your fingertips. Custom wallboards, developed in collaboration with clients, offer a significant advantage: service agents and supervisors stay up-to-date as all essential metrics from various sources converge in real-time.
Long Wait Times
Solution: Make Use of the Wait Time
The dynamic ECCO Attendant guides callers through the conversation automatically, understanding intentions and responding accordingly. Important data is collected while customers are in the queue. This way, customers make productive use of their wait time, and service agents receive all relevant information directly.
Availability of Customer History
Solution: Seamless History - Automatically!
From customer identification to automatic contact history: with seamless integration, LinkThat CUBE provides a comprehensive overview of your data.
Inadequate Training of Agents
Only a well-trained team can provide excellent customer service. There are many sources of error, from lack of knowledge and incorrect information to insufficient empathy, which can result in a poor service experience.
Therefore, it is crucial to train all agents appropriately and provide them with high-quality training. Today, these essential steps are facilitated by AI tools. These tools ensure that guidelines are followed by agents during calls, and training time can be reduced by 8 to 10 months with dynamic assistants.
The Right Technology to Address
Customer Service Issues
By leveraging the right technologies, the most common customer service mistakes can be avoided. These solutions simultaneously increase efficiency and significantly improve customer satisfaction.
With our practical experience, we know the best starting points. Our integrations and tools provide a foundation for the future of customer service. This creates customer loyalty and satisfaction with minimal effort.
Innovative Solutions
At LinkThat, we offer tailored integrations and AI tools that elevate customer service to a new level. Contact us today to find the best option for your industry.
* Findings from Stanford University, April 2023: Erik Brynjolfsson et al., “Generative AI at Work.”