The best way to handle customer service is to have a standardized process. If there weren't guidelines, your support staff wouldn't know what to do, resulting in duplicate efforts and delayed responses for customers. Creating a framework for customer service must be centred on customer needs. This blog will show you how to build a customer service process flow.
Step #1 – Mapping the customer journey
You must start by mapping the customer journey to the process flow and mirroring it to provide benchmark customer service. By understanding the customer journey, you'll be able to uncover every stage of their life cycle, from prospect to paying customer. Also, you'll be able to offer more personalized and streamlined support. For example, an e-commerce business may prefer social media for customer engagement, whereas the phone may be the preferred touchpoint for a travel agency. Build a customer service flow based on your customers' personas and engagement levels in each channel.
Step #2 – Understanding your business
Get your support team to see things from the customer's side. It is helpful to discuss potential pain points with them beforehand, and possibilities for improving the product and support can also be evaluated. To earn the trust of your customers, queries should be thoroughly analyzed to determine the root cause of every problem so that they can be prevented in the future. To solve customer queries with expertise and conviction, your support agent needs to know your business inside and out.
#3 Understanding the ticket's nature
You can categorize technical, product, pricing, and refund tickets so they can be routed to the right support team based on their expertise. Moreover, working out a process flow that allows collaboration would be best. For example, the support team should contact the technical account manager for collaboration if a customer has a complex issue with a product feature. Build a comprehensive knowledge base so if a simple technical question comes up, they can check it out and solve it without having to talk to the technical team.
#4 Adding escalation in your process
The way to handle high-touch situations is through an escalations process. A support escalation happens when a disgruntled customer demands a higher level of involvement when the original resolution is unsatisfactory. Escalation is where the customer waits for the right fix, so it has to be handled wisely with a sense of urgency.
Final Thoughts
Learn everything you can about your existing customers.
Retaining your existing customers has historically been more profitable than acquiring new customers. The relationship needs to be constantly nurtured. Knowing them personally would reassure them they aren't being overlooked in favour of new customers. You can personalize the customer journey based on their previous purchase history and support interactions. Relationships can also be boosted by recommending upgrades to their products or features based on your interactions with them.
Do you have a strategy for connecting with your customers? You'll get the best results if you use an omnichannel solution that lets you communicate with them on their favourite apps. With our DSM 2.0+ Omnichannel Support (powered by Zendesk), your customers and teams can communicate seamlessly - all of which are integrated with your e-commerce site, CRM, and ERP, allowing you to get a complete digital solution in one place.
If you'd rather get started immediately, you can use Zendesk Suite (Support, Chat, Talk & Guide). Zooloo is a Zendesk partner, which means we can help you with everything from sales to consulting, implementation support and integration. Please get in touch with us at sales@zooloo.asia.
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Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
