We need to know our customer service SLAs.
They should be written into all of our processes. The primary goal of these service-related goals is to ensure that we meet the needs of our customers.
As the world becomes more automated, the need for people and technology to work together will only continue to grow. That’s why we need to understand how to handle more conversations and write productivity into all SLAs while we motivate our teams to get things done.
We saw an uptick in phone inquiries during the pandemic, which means that people still want to speak to someone live. Be it by phone, or chat.
The highest need across CS teams is to cut cost, which means that we need to keep our policies fresh and include both customer service and technical support processes.
Customer service efficiency is not about speed. Let me repeat, it is NOT about speed; and if cutting costs is the number one pain point of CS teams right now, keeping policies fresh is essential—even for the most seasoned CS teams. We must never forget we are in the business of helping people, and this doesn’t happen when we’re writing policies or chasing down issues.
It happens when we pick up the phone, answer emails or engage with people via chat who don’t know how to fix their problem and want someone to help them ASAP. The goal is not to get your team doing more things faster—it’s about getting more done with fewer resources at hand.