Customer service reps are frontline employees who represent your brand / company and interact directly with customers. Representative work of customer support is challenging because they have to be happy all the time - calm customers when they are upset, and also remain their chin high. Creating the best experience for your customers to build long-term customer relationships and open the way for the success of your business. It is important for the company and also leaders to understand the importance of customer experience and instill it in their work culture.
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With a pandemic and people are forced to shift to remote work, it can even be understood for the customer service team to remain motivated every day. His work is extraordinary and also pays taxes mentally and there are many that will be lost on the phone. But customer service can be a very satisfying job if you have customer service motivation mixed with your organizational culture. Good customer service experience begins with your support repetition and is very helpful in creating loyal customers and in increasing customer satisfaction. The following is a short guide for your business to keep your customer service agent happy and rejuvenated with their work.
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1. Promote two-way communication
Communication is always a two-way road. It is important to integrate open internal communication as part of the work culture for business success. It's all more important when it comes to the customer's support team. Encourage your customer service representatives to share their opinions and concerns will make them feel valued. While important business goals, it is also important for managers to communicate with their customer service team and understand their goals, both professional and personal. This will motivate them to better lead to customer satisfaction.
Keeping the management door open to listen to the repetition of your customer service will also provide a clear picture of the problem facing your customers. Management can work with their team to provide the best solutions to their customers.
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2. Empower agents with the right tools
Having the right supporting tools will help increase your agent's productivity and will also motivate your customer service team to perform better. Although there are many tools available for customer support, it is important to choose one that complements and does not perquest the workflow of your support team. A good support software such as freshchat can please your customers and also keep things on the plate of your agent. This allows you to view and respond to questions from various channels including WhatsApp, Facebook Messenger, and others from one window without having to switch between tabs. In addition, with Intelliassign Festernchat, you can automatically set up support tickets to agents based on loads and skills.
Also with long distance work and pandemic, the support ticket is a surge more than before. Spreading Chatbot will make it easier for things to your agent's workload. Chatbots can provide 24/7 support to your customers without having to make your agent working all the time. AI-Powered Chatbots like Freddy can solve a common query by suggesting the right article solution so that it leaves only a complex problem for your agent.
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3. Prizes and appreciate your support repetition
Humans develop with each other's appreciation and that is the basis of employee motivation in general. In customer support, award is the driving force # 1 for workplace motivation and happiness.
And praising employees is not just about the award for the token you cut on the back of the award card. It's about specifically calling employees on their achievements and telling their stories to the world on the specific actions they do to make customers. Identify ways to appreciate support staff in your business; Launches the 'Heroes' program this month', contact the best employees in meeting all your hands, or give them a badge to recognize their good work, and so on.
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New works work extra to make a smile on representatives of their customer support. This year, we celebrate the week of customer service by appreciating and displaying our best support repetitions on our social media platform. We also sent gift gifts to the repetition of support. This effort is not limited to new work support representatives but also extended to several partner businesses.
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4. Identify what motivates your team
Motivating the customer service team is easier to say than done. What works for one employee may not function for the others. So it's important to understand what motivates each of your customer service employees. This can be done by conducting surveys and also by holding a monthly / quarterly / half annual brainstorming session with your support repetition.
Your work does not end up just collecting their surveys and feedback but in bringing it to action. While all responses may not be easily implemented, make sure you implement that you believe in the highest priority while ensuring all the feedback is calculated overtime.
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5. Set the workload and set realistic goals
Even though you are armed with tools, productivity of your support repetition lies on the right balance in distributing support tickets between your repetition. If the agent is offered more support than he can handle, it might lead to burnout that can cost your organization and your employees. With FesternChat Intelliassign, you can automatically set a support ticket to agents based on their load and skills. This prevents your employees from manually taking a manual support ticket regularly and also helps your manager track what their team is doing. In addition, setting goals that can be achieved and realistic are an important part of motivating your customer service employees. It will also help employees prioritize their work and help them remain motivated. Even though it is important to achieve goals, it is important for you that you grow friendly competition among your customer service representatives. This will help in building teams and also increases employee involvement.
