You’re struggling to improve customer service. What tools can you use to turn things around?

Make sure you know exactly the cause(s) of poor customer service. If the problem lays in staff, then * Access thoroughly the leaders’ soft skills: a poorly lead team will perform poorly. * Do you have rotten apples in the team? Fire them. Immediately. * Revise yr salary policies; there are fewer human resources by the day, fewer people that want to work in exchange of little. If yr company cannot afford to pay them better, consider free meals, day care for their children, transportation to and from work, vouchers for supermarkets, … there are effective ways to attract people and keep them with you. * Revise yr training and integration methodology. It is much cheaper to pay to keep people than maintain high staff turnover.

Inadequate Training: -If customer service representatives lack proper training, implement training and development tools, like e-learning platforms or virtual training modules.

Take time to: - listen to your customer - listen to your employees - listen to your colleagues - listen to your data - listen to your competitors To uncover the valuable problem you need to make time to find it.

I have found that it's best to look inward at your team first. Are they satisfied? How are the work loads? How is the work environment? How is the management? Are their growth opportunities? Am I feeling valued? These are just a few questions you should be asking your CS team one on one. If your work environment and team are not positive- it will directly effect how customers are treated. Fix team issues first, then processes, and then re-visit your CRM. Fix what is broken with your teams input, after all, they are the ones dealing with the customers, following the processes and filling out the CRM.

COMMUNICATE! Gather client feedback and review it through the improvement lens - meaning nothing is to be taken personally. Any and all feedback is beneficial, even if it is pointed and identifies individuals or teams that aren't connecting. Often the most crucial step is failing to respond to feedback. Following a review of all feedback, reach out and thank clients for their comments and reassure each that the intent is to use the information to provide a better client experience. Knowing they're heard and that their input is appreciated goes further than most think.

I prefer to look at the problem from different angles - it is better to understand the problem before starting to fix it. Also i am trying to avoid my personal biases - if i am thinking that the solution is great, it does not necessary mean that i am right

If someone in your Team is supporting the idea saying that your perspective is similar to yours, then you may have a member in your team who could oppose it, evaluate the opposing person's idea and solving it will result in better solution and it might lead you to solve another time with one solution

I found brainstorming to be quite effective when it comes to generating probable solutions. The different thought processes of team members can create a broad overview of the problem and the more interactive and creative it gets, more solutions come up, which can then be structured together in the best suited way for the project/problem. Having said that, brainstorming is not the only way to do it. There are a lot of solutions available in the market, the simplest being mind mapping tools and other softwares, or you also have digital tools like chatGPT and what not. However, I firmly believe in looking for solutions within (could be people, tools, teams), before approaching an external source.

After clearly understanding the problem, I believe there are two essential actions to take. Firstly, bypassing the problem to continue the flow of the process. Secondly, investigating the root cause of the problem and, by reviewing the processes involving all stakeholders addressing the root cause, striving for optimal improvement even if the entire operation cannot be changed. In the stage of reviewing stakeholders' processes, brainstorming and exchanging ideas among teams from different units will undoubtedly be important.

Once the problem has been defined, the next step involves generating ideas, for which various tools are readily available. One such tool is the Six Thinking Hats method, where individuals assume specific roles or perspectives to evaluate the situation from different angles. It is imperative to dissect the problem and ascertain the various areas involved in its solution. Brainstorming and benchmarking play pivotal roles in this phase, fostering creativity and providing insights from external sources, respectively. Progressing with documented strategies and plans is essential to maintain clarity and ensure alignment throughout the problem-solving process.

Collaboration Tools: Facilitate effective communication and collaboration among team members to ensure consistent and efficient customer service. Process Automation Tools: Automate repetitive tasks and workflows to increase efficiency and allow customer service reps to focus more on customer interaction and less on administrative tasks.

Assess the feasibility, impact, and potential benefits of each idea generated. Evaluate how well each idea aligns with your company's resources, goals, and customer expectations. Prioritize the ideas that have the greatest potential to address the identified problem effectively and provide a positive customer experience.

Um processo de gest?o de rotina estruturado envolvendo equipes de atendimento ao cliente é uma das formas de identificar dores, priorizá-las, bem como discutir e priorizar ideias/testes para solucioná-las. Essa gest?o da rotina se apoia em 3 pilares: 1. Gest?o à vista: Envolve mostrar e discutir o estado atual dos principais indicadores com impacto na satisfa??o dos clientes; quais os principais problemas/a??es em andamento para conten??o e/ou solu??o; banco de ideias 2. Papeis e Responsabilidades: qual o papel de cada envolvido na dinamica de discuss?o para definir, priorizar e implantar a??es de conten??o/solu??o de causa raiz e depois monitorar os resultados 3. Gest?o da rotina propriamente dita: quais reuni?es, periodicidade, etc.

In my experience, linking the generated ideas to real-world applicability is crucial during the evaluation process. This entails considering factors such as cost, feasibility, and potential impact, which can be achieved by applying analytical tools and involving stakeholders in the decision-making process.

Once you've gathered ideas, it's essential to evaluate them critically. Consider each idea's potential impact on customer satisfaction, cost, and ease of implementation. In my experience, I’ve found it helpful to use a simple scoring system to weigh these factors. For instance, rate each idea on a scale of 1 to 5 based on impact, feasibility, and alignment with your brand’s values. Engage your team in this process to ensure diverse perspectives and identify any potential roadblocks early on. After scoring, prioritize the highest-ranking ideas to focus on solutions that offer the greatest value with realistic effort.

Customer Feedback and Survey Tools: -Gather insights using customer feedback and survey tools like SurveyMonkey, Typeform, or Google Forms. Analyzing feedback helps identify areas for improvement.

Chosen solutions? Time to act! Map out steps with action plans or Gantt charts (tools: Trello, Asana). Set SMART goals to track progress & success (Specific, Measurable, Achievable, Relevant, Time-bound). Monitor results with KPIs & dashboards (tools: Datadog, Tableau). Gather feedback loops (surveys, calls) to adapt & improve. Remember, continuous improvement is key!

Collect customer feedback and take actions on most common causes which create major problems - Target viral few. Observe competitors action towards customers and try to include in your design characteristics.

Have a service dashboard with a relevant metrics and populate comparison reports based on historical data in terms of resolution and response. Some of the key metrics includes: 1. Service request created Vs Resolved 2. First customer call resolution-%% 3. Average response time from customer service- Secs/Mins 4. Number of issues 5. Overall CSAT-% More granular- CSAT- By Channels, By Agents etc to optimise further

Put the chosen solutions into action, making gradual changes. Keep an eye on how well they work. Regularly check and adjust to ensure they're improving the situation. This ongoing process helps maintain effectiveness and continuously enhances the solutions for better results.

Trial & Error can also help to check as to what is working & what is not. Constant feedback analysis can help towards taking steps for improvement and avoid the not desired outcome.

Within the Salesforce community, there is always escalation rules that can come into play to help automate different things, like important clients to a specific person, or notify managers if specific cases have been dormant for too long, or if a new case hasn’t been picked up in a timely manner. These are all very good ways to automate and improve basic customer service interactions. One can also develop a database for simple response answers, and employ chat bots to auto-response some of the most asked questions, with a link to connect further if the auto-response did not answer the initial issue or questions. Both of those actions can help tremendously improve customer service.

First, identify the problem, and see if a simple Google search can help you resolve the issue. If that doesn't work, and it requires some special procedures, confer with your team. Second, check if you have any documentation on how to fix the issue. Most times, the issue has already been documented along with the procedures to resolve the issue. If no documentation is present, you may have to contact the vendor. Third, escalate to the proper tiers above you. Sometimes technicians in higher tiers have experience in handling complicated situations, and they may have some advanced insight on how to fix it. Once the solution has been found, make sure you document how it's fixed. This helps provide speedy resolution time in the future.

each idea or improvements not always 100% success, sometimes you need to fine-tuning the process some time you should come back to the blue print idea, some times you should deep dive again in the results. every point can become another ide of improvement for the next step

Customer Feedback Tools: Utilize surveys, feedback forms, and online review platforms to gather insights directly from customers. Analyzing this feedback can identify areas for improvement and guide strategic decisions.

How to Improve Customer Service: 1. Offer tiered customer support options. 2. Standardize customer incentives. 3. Prepare response templates to provide clear and consistent solutions. 4. Automate communications. 5. Provide an omni-channel experience. 6. Train your team to adopt software. 7. Invest in customer service training. 8. Leverage proactive customer service. 9. Share customer reviews and testimonials. 10. Create self-service resources

Here are 3 tools to turn things around: 1. Listen up! Ask customers for feedback through surveys or chat transcripts. This helps you understand what's working and what needs fixing. 2. Talk their language! Make it easy for customers to reach you through their preferred channels (phone, email, chat). Chatbots can even handle simple questions 24/7! 3. Empower your team! Train staff on empathy and problem-solving, and track performance to identify areas for improvement. Happy staff means happy customers!

Proactively reaching out to customer to understand their experience with the product can also help you to reduce complains and create customer delight

Tools support people and processes, not the other way around. But it is of really big importance to also use the tools right. Some organizations create complex tooling processes and structures, that create friction and slow the organization down. There should be a balance, and this is an expertise to learn about, how to achieve that balance in an organization.