The Impact blog put out a great article earlier this month, “5 Dangerous Side Effects of Bad Customer Service” that touched on what constitutes bad customer service, what the consequences of bad customer service can include, and how you can prevent those consequences.
Their article focused on these consequences, but I’d like to focus on the prevention. As you can imagine, I view it as a live help issue.
You’ve probably come across some version of the following quote before: “Great customer service can overcome poor marketing, but it’s incredibly difficult (and expensive) to replace poor customer service with exceptional marketing.”
The Impact team included that quote as a reminder of the perspective companies should be taking regarding budgets for their customer service teams. Marketing can get expensive, and as important as customer service is, it can sometimes be forgotten that it’s often a cheaper marketing expense than typical marketing line items.
But if you’re reading this blog, you don’t need to be sold on the importance of customer service, so I’ll just skip to the “tell me how to do it” part.
“The best way to solve bad customer service is to prevent it, but the second best way is to get it corrected before it gets out of hand.”
Impact offered the following: “The best way to solve bad customer service is to prevent it, but the second best way is to get it corrected before it gets out of hand.” I’d rephrase that as: “Fix customer service problems as quickly as you can, ideally before they even become problems for your customers.”
What problems? Impact nailed the big ones:
- Long wait times and response times
- Poor attention to detail
- Company reps with lack of experience and knowledge
- Unprofessional and impersonal interactions
So How Can You Use Live Help to Fix Customer Service Problems?
Wait time and response time is obvious – live help empowers customer service teams to respond more quickly than traditional channels. This is because chat agents are able to effectively balance multiple conversations simultaneously.
Attention to detail and lack of experience/knowledge are onboarding and training issues. Live help can support you here by helping you identify what reps need training, and by providing you with the means by which to correct the rep’s deficiencies. This strengthens them both for your company’s immediate benefit and for each employee’s overall professional growth. Live help accomplishes this through customer feedback mechanisms, integrations with help desk and knowledgebase software, and the ability for managers to virtually “watch over a rep’s shoulder” and step in if necessary.
Unprofessional/impersonal interactions can sometimes be corrected with training as per directly above, but sometimes it’s not a training issue – sometimes a rep is just not well-suited to a customer service position. Unfortunately, there’s not much live help can do for you in that situation. However, empowering your chat agents to personalize the pre-written chat messages you have saved for their quick use can be a great step towards ensuring a balance of professionalism and personality in their interactions with customers.