Hereâs the most obvious statement of 2020: working in support isnât for the faint of heart. Fielding the same issues over and over again (âdid you try restarting your computer?â), playing therapist to an especially irate customer, juggling phone calls, chat, emails…can you really blame agents for feeling a bit worn out?
Of course not. And thatâs why agent retention is such a tough thing to manage with up to 40% of agents end up leaving every year.
Your agents donât expect you to solve all their problemsâwell, okay, the reasonable ones donâtâbut what they do expect is that youâll start to track the challenges theyâre facing and that where you can, like in the case of the tech they use, re-evaluate the value it brings vs what it might be costing you.
Why Your Agents Hate Their Tech
- Itâs not helping them get better at handling those tough moments
30% of agents spend an hour or more with unhappy customers each day. But how would a manager know that? How could they identify the calls where agents need some support? Or if they canât be everywhere at once (who can?), how do they empower their agents to have the right answers at the right time?
- Itâs making them jump through hoops to find answers
Sure, not even the most seasoned agent is going to have the right answer every time. The point is that the answer is where they need it, one click away, so they can deliver it to your customer without having to put them on hold, transfer them to someone else, or even worse…send them in the wrong direction.
- Itâs adding more steps rather than taking them away
Today your tech should be working together to streamline data entry, number of clicks, number of windows, etc. Because every click, every toggle of a new screen, every scroll…that adds up. That means more time searching and less time listening to what your customers have to say, understanding the real reason theyâre calling, and being able to give a thoughtful response at the right time.
How Kustomer + Dialpad built a better agent experience
Your agents are on the frontlines of your business. And while theyâre responsible for knowing your product or service inside and out (already a hard enough feat) theyâre also the ones that your customers judge the most; the way they answer questions or how quickly theyâre able to get on the same pageâall of this adds up towards whether or not that customer is going to keep doing business with you.
And thatâs where our latest partnership aims to help: with Kustomer + Dialpad, your omnichannel platform now includes an entire phone system, too.
With the Kustomer + Dialpad integration, agents can answer calls straight from inside Kustomer, with automatic caller ID detection that pulls up customer conversations and past histories.
Other supported features include:
- Click to call from Kustomer to launch Dialpad Everywhere widget
- Includes call controls (mute, hang up, transfer, record)
- Includes live transcriptions
- Includes agent recommendation cards for FAQs
- Automatic logging of placed calls, voicemails, and recordings
The Dialpad app is available to connect from the Kustomer Marketplace.
Learn more about the Kustomer+Dialpad integration, supported functionality, and get your FAQs answered.
