What the “New Normal” Will Look Like in the World of CX

What the “New Normal” Will Look Like in the World of CX TW

While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. According to research conducted by Kustomer in April 2020, 79% of customer service organizations reported that COVID-19 had impacted them significantly.

But 90% of those organizations also believe that customer service is more important than ever in these times of crisis. Many organizations are struggling to understand when they’ll go back to “business as usual”. And the fact of the matter is, they likely never will. The new way of working that 2020 forced upon CX teams will have lingering effects, and consumers are now used to doing business in a whole new way. We’ve outlined the changes and challenges we predict will stick around into 2021 and beyond, and how organizations should prepare to cope with them long-term.

Digital Transformation Is Here to Stay

Practically overnight CX organizations were forced to work entirely remotely. Some agents didn’t even have laptop computers to work from home with, others had slow internet making it nearly impossible to handle inquiries in laggy legacy systems. According to Kustomer research during COVID-19, 39% of CX professionals reported difficulty working remotely, and 23% reported that they did not have the correct tools in place to successfully work in a remote environment.

More than five months later, many organizations have put processes in place and applied technology bandaids to make remote work function. And the good news is, it’s entirely possible to deliver efficient and effective support in a remote environment. According to PWC, 82% of office workers would prefer to continue working remotely, at least part of the time, even after COVID-19 has subsided. And a whopping 73% of executives say working remotely has been a success.

These shifting attitudes are here to stay, and provide many added benefits to organizations. Workers have more flexibility in their schedule and save time commuting, and businesses can potentially garner cost-savings by downsizing office space and cutting back on in-office perks. So while some organizations have implemented temporary fixes to get through this quick shift to digital-first, a long-term technology solution to enable smart remote work is now imperative.

Customers Want You to Show Them They’re Valued

During times of crisis, customer needs change. 2020 has never made that more apparent. Some organizations chose to shift their success metrics away from average handle time, as customers demanded (and valued) longer interactions. Zappos even opened a customer service line that people could call to chat about literally anything … even if it was completely unrelated to shoes. According to our COVID-19 research, CX teams reported that customers valued empathetic service above all other customer service attributes during the pandemic.

This shift in consumer expectations may have boiled over in these strange, isolating times, but customer expectations have long been shifting in that direction. Customers aren’t satisfied with being treated as ticket #12558369, that needs to be resolved as quickly as possible without any real human emotion or interaction. They want to be treated like a valued customer, with real thoughts, emotions, feedback and values.

As AI and automation take on more of the busy work in the CX space, and more consumers shift to online vs. in-store shopping, customer service agents will take on a much more important — and challenging — role. They will become the face of the company, reflecting its values and building lifelong relationships. Think of all of the DTC disruptor brands with cult-like followings — yes they have chic branding, but they’ve also built a community of advocates based on how they treat (and value) their customer base. We could all take a page out of their book.

CX Will Be More Important Than Ever

It’s clear that the “Superhero of 2020” award should go to customer service teams. The influx in customer service inquiries, the immensely challenging questions, the need to provide empathy and humanity during an incredibly stressful time … all were imperative in a strange and stressful year. But good customer service can do more than just solve a customer’s problem. It can also proactively drive revenue.

Kustomer’s recent consumer research looked at data across generations, and one thing is clear: younger generations demand, and value, excellent service. Consumers aged 18-24 ranked customer service as the number one attribute when choosing where to do business (whereas the general population ranked it below price). Additionally, younger generations are more willing than older generations to pay a premium for good service (61% of consumers 34 and younger vs. 48% of consumers 55+), and they are willing to pay more of a premium at that (20% of consumers 18-24 are willing to spend up to 15% more for exceptional service, vs. only 7% of consumers 55+).

This demographic data allows us to take a peek into the future. In the next five or ten years, these individuals will become heads of households, and customer service will determine where they spend their money, and how much they spend. It is imperative to prepare now for what is to come — and exceptional service is no longer optional.

Want our full list of predictions, along with tips on how to deliver exceptional service in 2021? Download the full guide here.
 

Why 92% of CS Organizations Report a Need for Greater Efficiency

Why 92% of CS Organizations Report a Need for Greater Efficiency TW

We all know that businesses strive to be efficient — not only within the customer service department, but throughout the entire organization. However, as customer experience continues to become more important than price and product when it comes to loyalty, the goal for CX departments to be highly effective can at times feel at odds with the efficiency mandate.

Kustomer wanted to hear from CX workers on the front lines, and surveyed over 120 professionals to understand how they’re feeling. Read on for the findings from our research, and for strategies to achieve efficient customer service without compromising the customer experience.

The Efficiency Mandate

It comes as no surprise that the vast majority of respondents reported a need to be more efficient. A total of 92% of organizations say more efficiency is needed, but 51% also reported that there is a greater need for efficiency than a year ago. Only 6% of respondents said that the need for efficiency has decreased in the past year.

Whether it’s a recession, a pandemic, or changing customer expectations, the success of a business can swing downward swifty and without notice. Organizations have felt this impact strongly in 2020, and the gaps in their strategies that they may not have felt a year ago are now staring them directly in the face. Perhaps efficiency isn’t the number one priority for a customer service organization when business is booming and resources are available. But the power of an efficient AND effective customer service organization can make a massive impact during both challenging and successful times.

A few factors are impacting how organizations are achieving efficiency: 63% of respondents reported having limited staff, while 44% reported being on a strict budget. A total of 42% of customer service professionals reported not being able to currently manage 24/7 support, while long wait times and access to the right tools seemed to be less of a concern for CX organizations.

However, when staff and budget are unexpectedly slashed, having technology tools in place that can minimize that impact and make agents’ jobs easier, is of the utmost importance.


Challenges Associated With Delivering Efficient Customer Service

It’s clear that customer service professionals know they must be more efficient, and aren’t sure how to do so in a way that provides a positive experience to their customers. The fact of the matter is, all customers must be served, and oftentimes there are roadblocks to doing so in an efficient manner.


Challenging inquiries are the number one reason CX teams report that they can’t deliver efficient support. While automation and self-service tools wouldn’t be effective in resolving challenging customer issues, the implementation of these technologies can actually free up agent time to tackle these inherently more time-consuming tasks. Instead of answering simple inquiries like product and policy questions, customer service teams can spend more time on higher level support and relationship-building.

Another top roadblock to delivering efficient support is unclear or unknown policies. When agents have to go searching for accurate information, across a variety of systems, customers are sure to suffer. Ensure that you have a solution in place that can surface relevant policy information, with the ability to update it in real time as policies shift and change. Intelligent chatbots can even tap into this knowledge base and surface highly relevant and always-accurate information to consumers instantaneously.

Beyond the nature of customer inquiries, there are additional external factors that customers report are preventing them from adopting efficiency tools.



The top reasons that organizations aren’t adopting efficiency tools, are a lack of executive buy-in and a lack of budget, which unsurprisingly go hand in hand. If leadership doesn’t understand the value behind adopting efficiency tools, they likely won’t allocate budget for them.

Ironically, adopting efficiency tools could completely transform a CX organization from a cost center into a profit center, ultimately benefiting not only the executives but also the business as a whole. Think about it: time is money, and when valuable human time is spent on low level tasks that technology can handle, no one benefits. Tagging conversations, routing conversations, answering very simple questions … all of these tasks can be menial and brain-numbing to customer service agents. With the advent of technology, customer service agents no longer need to be relegated to low level work, and can take a more prominent and important role within an organization.

Not only will agents spend their time answering more challenging and important inquiries from customers, they will also have the time to build long-lasting relationships, proactively reach out to customers, make customers feel heard and valued, and even close more business. This time spent by agents will truly contribute to the bottom line of a business, increasing loyalty, advocacy and brand sentiment.

For the full findings from Kustomer’s latest research, including breakdown by industry and business size, download the full Efficiency Research Report here.

 

The Importance of Empathy, Compassion and a Truly Human Customer Experience

The Importance of Empathy, Compassion and a Truly Human Customer Experience TW

Here we are in 2020, a decade full of opportunities and challenges no one could have conceived only a few short months ago. Our families need us, our friends need us, our countries need us, and hidden amongst these needs is an implicit truth more important now than ever: our customers need us. Imagine the cashier wearing a contagious smile, or the support e-mail which asks how you and your family are doing? These moments of kindness, compassion and empathy are in this day and age a brand’s greatest asset.

We can implicitly understand the importance of caring for your customers, but for several years now, the data has been showing much the same:

Treating your customers with compassion and good old fashioned kindness are now must-haves, not should-haves. And the uncharted waters of 2020 have emphasized this fact even more. The global pandemic has forced nearly all communications between customers and businesses into a digital interface. That means you can’t go into a store with a problem anymore — the only means of getting your problem solved is through phone, email, chat or social media. Therefore, the main cues a customer service representative uses to understand a person’s emotions (body language, tone, etc.) have been stripped down significantly.

Organizations must take this opportunity to invest in the heartbeat of their brand’s resilience, and taking care of your customers is where you must start:

1. Technology

You are running a pet grooming business, and supply your staff with hedge trimmers and power hoses, how happy do you think the pets and their owners will be? The exact same logic is fundamental in how you support your front line support agents. Ensure they have a full-spectrum, omnichannel view of customer history, enabling them to treat people like valued humans, not tickets. When an agent can see historical conversations, provide support over multiple channels, and see the customer profile and not a ticket, they are equipped to provide compassionate, human-centered support.

2. Training

Lead by example. Before expecting your employees to provide world class, compassionate customer service and support, you must prepare them and care for them at “home”. Think about things like compassion training, support coaching, platform training, and any other form of investing in your customers’ caretakers.

3. Tone & Language

With human interactions, one can utilize body language, notice visual queues and react in ways simply not possible in the digital realm. For all online or voice support, tone and language is crucial to achieve positive, efficient and
compassionate customer service. When it comes to supporting your agents, who take on challenging and pressure-filled conversations regularly, brands can leverage an internal knowledge base (IKB) , multi-language tools and short or “canned” responses. The IKB offers answers, support, and advice on dealing with any number of customer service scenarios, offering an agent their own repository of self-help in a predetermined language and tone. Multi-language tools such as snippets, in conjunction with shortcuts in Kustomer, offer agents contextual, error-free, multilingual canned responses which are simple to use and provide perfect tone and language, enabling agents to support customers worry-free.

4. Customer (Human) First

Remember that each customer is not a ticket, but a person with needs. How is their day? How are they feeling? Start and end each interaction with a compassionate human touch, and your customers are sure to notice the difference. Just like a smiling cashier, or happy delivery man, these small details can make a world of a difference.

5. Understand Emotions

What is the general sentiment of your customers? The way in which you interact with a customer drastically shifts if, before starting on the conversation, you already know how they are feeling (natural, positive, very angry, etc). With Kustomer’s sentiment analysis, understanding sentiment takes zero human effort and allows for segmentation or prioritization of negative sentiment. “I understand that you’re not so happy right now, I’m here to make things better.” Proactive and compassionate messages like this can make a world of difference.

6. Reporting & Analytics

Once you’ve built up a repository of customer interactions, analyzing and understanding themes and patterns becomes essential for resiliency and customer success. What are your top five contact reasons and how can you create proactive solutions to these key customer challenges? Through these insights, could you begin to develop deflection strategies?

7. Artificial Intelligence

You understand why your customers are writing in, you’ve built better operational/product efficiencies to resolve some inbounds, but will always get questions such as “where is my order?” (WISMO), cancelation/refund requests, etc. With the advent of Kustomer IQ, you can now deflect such repetitive questions and enable your customer to walk through quick and easy self-service. This allows them to receive the fastest resolution and decreases overall inbound demand on your customer service teams.

8. Routing & Assignment

With the remaining inbound conversations, it is important that the customer’s query gets to the right agent as efficiently as possible. It is incredibly inefficient to have humans manually delegate support requests when a queues and routing system can do this quickly and efficiently. This allows managers to focus on other priorities, and strengthen the team’s overall experience. Intent Identification allows you to proactively tag or assign contact reasons to conversations and use this prediction to route the conversation directly to the required team. When done well, this will allow your team to resolve all issues within their scope and mandate, not wasting time rerouting or escalating conversations meant for other teams or departments.

We hope it is quite evident that empathy, compassion and a truly human customer experience will add priceless qualitative and quantitative value to brands and customer experience across any vertical. In this day and age, humans want to be treated like humans, not support tickets. When these practices are combined with a technologically sound support system, organizations will see decreased inbound requests, increased brand advocacy, and provide an enjoyable experience for both customers and customer experience specialists.

 

How to Turn Data Into Action and Measure the Success of a Support Team

How to Turn Data Into Action and Measure the Success of a Support Team TW

Data is powerful, perhaps more than many of us realize. It contains nearly infinite applications. Yet while its limitless possibilities are seductive, they also provide ample opportunities to get lost in the weeds. One of the most useful applications of data in the support world is the measurement of your team’s performance. With the help of historical data, you can learn a thing or two about how your team performed in the past. But how can you take it a step further? Turn your data into action and use it to build a strategy for the future.

Define Success

Think through the ultimate goals that you are trying to achieve. While it may be tempting to chase a quick average handle time or a CSAT benchmark, you might find more use in pursuing customer outcomes as your primary goal. As CA technologies notes, “measurements don’t always indicate the outcome of the work, and whether it’s truly impacting the business.” Are your customers happy? Are you providing the service that you advertised? These outcomes, while abstract, can elicit more empathy from your support team than a simple number. Use your metrics as a secondary focus. If your agents are instructed to simply make your customers happy, they’ll be less likely to game the numbers in their favor.

Monitor Your Team in Real-Time

One of the most difficult aspects of measuring team performance is the fact that we are continually looking towards the past. Average handle time, first response time, and similar metrics only show you what’s happened. A real-time view of your support team can be a powerful tool.

Use something like a Team Pulse dashboard to understand how your agents are performing in the present. A dashboard like this can show you how many conversations are currently being handled, how many conversations have been recently completed, and which types of queues are currently in use. What’s even more insightful is the ability to understand which agents are at full capacity and which agents have bandwidth to take on additional tasks. If you notice that one of your agents is perpetually at or over capacity, that may be a signal that they need help.

Dig Deep

If you are working in the customer support space, chances are high that you already have a good handle on the basics. You know that fast average response times are desirable and long average handle times should be avoided. Instead of rehashing common knowledge, let’s dig deeper into a sample dataset. For this exercise, I’ll use the 2018 customer survey data provided by San Francisco International Airport.

I’ve cleaned the data to focus on a handful of variables: day of the week, gate, boarding area, STRATA (AM, MID, PM), peak vs. off-peak, and satisfaction score. Satisfaction scores are ranked from 1 – 5. Let’s say I’ve been tasked by SFO to understand why certain passengers may have ranked their experience lower than others. Are there trends to discover?

First, I want to see if I can predict which variables are most likely to affect the CSAT scores.

There’s a couple of interesting things to note here. “STRATA” is the most highly correlated with satisfaction scores. In other words, whether a passenger flies at morning, midday, or evening can influence whether they are satisfied with their experience. This correlation may be a hint that I need to analyze the teams that service the airport during those chunks of time. As a disclaimer here, this particular model captures only a sliver of data. It still provides a good sandbox.

Knowing that time of day may be a factor in customer satisfaction, I dig deeper.

We can see here that the overwhelming majority of respondents are happy with their experience (ranking SFO with a 4 or 5). However, we do see that respondents who fly at STRATA 3 (ie, on flights departing after 5pm) are more likely to report lower satisfaction scores than other times of day.

Finally, I want to understand how satisfaction scores are reported by boarding area.

Another interesting observation emerges. Passengers who flew through boarding area A were more likely to report lower satisfaction scores. It’s worth noting that this boarding area also had the highest number of respondents.

Given what I’ve uncovered through the data, now might be the time where I want to approach the team to understand what’s happening from their perspective. Maybe there aren’t enough staff for the number of passengers moving through boarding area A after 5pm. Maybe there’s construction. Either way, I would start by speaking with the team to understand, rather than using the data as a weapon.

While this example may seem hyper-specific, consider the fact that SFO could be your support team, STRATA could be their shift schedules, and the boarding area could be something like the type of customer request.

Adapt and Evolve

Consider how new technology can affect your support team’s KPIs. Be on the lookout for “red herrings” in your data. Let’s say you’ve invested in a chat deflection tool as part of an ongoing initiative to drive efficiency through artificial intelligence. Part of this investment means that many of the common support requests typically fielded by your agents are now handled by AI. Initially, you celebrate the rise in deflected inquiries, but you become concerned about dropping CSAT scores. You determine the cause after careful investigation: your chat deflection tool is handling simple requests while your agents are working on more complex customer issues. These complex customer issues don’t always have a straightforward answer and satisfaction scores are suffering as a result.

It may be tempting to pull the plug on your deflection tool to save your satisfaction scores and the team’s morale. But instead of retreating, dig deeper. Consider the fact that you may need to start documenting a new type of data like a complexity score. Find a way to measure the complexity of your customer requests and use that data to paint a more accurate picture of your team’s success.

Want to learn more about how the right customer service software can help your team perform to the best of their abilities? Download our Buyer’s Guide here.

 

Designing Great User Experiences During COVID-19

Designing Great User Experiences During COVID-19 TW

At Kustomer, we design features based on customer needs, so it’s always been a normal part of my work to be on Zoom calls with users from all across the globe. Now, however, I typically talk to people who are calling from their kitchen tables or tucked into corners of bedrooms. Even though I’m personally working from a glorified closet, it’s been a silver lining to continue to connect with users and learn about their needs (and sometimes meet their dogs and babies). So how do we continue to design great experiences for our users, remotely?

Understanding Remote Needs

Understanding users for any SaaS product has a lot to do with understanding their environments. A lot of Kustomer users are in our product all-day, every-day. What does it feel like to use our product at work every day? What does it feel like to use our product on a large monitor? As part of a small team? As part of an enormous team?

When our users’ environments change, we need to reframe our understanding of needs. There is much less likely to be a large, bustling room with a team that’s sitting together. Certain integrations become more important. Communication is more asynchronous. Users in different countries, and across different industries, may be experiencing the impact of COVID-19 in vastly different ways. Consider the new environment and reframe your understanding of your users as quickly as possible.

Understanding Needs, Remotely

To help with understanding “as quickly as possible”, the design team at Kustomer uses a suite of tools to gather both qualitative and quantitative data. We use UsabilityHub, Canny, InVision, and Zoom, among others, to communicate with our users and gather feedback as we design new features. As much as we miss on-site visits to our customers, these remote-friendly tools allow us insight into our customer needs, even as they change and grow. I have found that more than ever, our users are happy to provide feedback and help us shape our features to align with their goals.

It’s an interesting new reality for all of us, but the more we can learn and adjust to shifting circumstances, the more successful we will be. At Kustomer, we are looking to perfect the customer experience, and constantly searching for others to join us in making that mission a reality. Interested in joining us and helping create excellent user experiences? See our open roles here.

 

5 Ways to Make Your CX Organization More Efficient and Effective

5 Ways to Make Your CX Organization More Efficient and Effective TW

Doing more with less seems to be the struggle for most business leaders these days. It’s interesting, and unfortunate, that it takes a pandemic for companies to start focusing on efficiency. But issues that you used to be able to ignore, are now staring you directly in the face.

The problem with a focus on efficiency is that it is often implemented at the expense of the overall customer experience. The easy response to cutting costs would be to reduce staff, making it harder to reach out to support, and delaying responses. But the outcome of this strategy would ultimately lead to unhappy customers. And take it from me, customers won’t forget this bad experience when things get back to “normal”. The businesses that are able to do more with less in a way that meets or exceeds expectations are the ones that will exit this pandemic with an even more loyal customer base.

So how can you achieve this? How can you significantly cut costs while not degrading the level of support? Read on for our five tips to efficient and effective customer service:

1. Optimize Your Operations

Fix things in your product that cause customers to reach out to you in the first place. This might be offering the ability to track your order status, or completing a return without contacting customer service.

2. Increase Your Self-Service Offerings

Gone are the days of putting up an FAQ page and hoping your customers find the right answers. You need to leverage intelligent automation to put the right information in front of your customers at the exact point they need it. With tools like AI-powered chatbots, you have the ability to not only extract exact information from knowledge base articles, but allow customers to complete actions on their own.

3. Empower Your Agents With Better Technology

Your agents shouldn’t be wasting time looking up key information in multiple systems. I’ve seen examples of companies looking up information in 8+ systems to handle one customer issue. How are agents supposed to be efficient if their computer screens are covered in post-it notes and they have multiple tabs open? Find a solution like Kustomer that connects to all of your core admin systems and allows agents to search and take action on data in the platform they are already operating out of. The below example shows how a delivery service can consolidate all key order information directly into Kustomer.

4. Route Intelligently

You should be able to route issues to the right team based on issue type, customer value, skillset or capacity. There is no experience worse than chatting with support and hearing: “Sorry I don’t have the answer to that question, but let me forward you to the team that does.” Don’t force the customer to guess which of 10 phone numbers is the right one to call, or make them e-mail multiple departments to solve their issue. Instead, use technology that routes based on keywords or even better custom objects about that customer (status, order value, country, etc).

5. Get Ahead of Issues

Proactively reach out to customers before they reach out to you. Get ahead of any problems, like fulfillment issues and weather delays, or educate customers about how you’re keeping them safe and healthy in uncertain times. Use a platform like Convey to give full transparency into the delivery lifecycle. Then utilize a platform like Kustomer to engage with customers based on delivery updates.

Hopefully, you found these five tips helpful. The most important piece is balancing doing more with less, while making sure customer expectations are met…or even exceeded!

 

Why Efficiency Is More Important Than Ever During the Global Pandemic

Why Efficiency Is More Important Than Ever During the Global Pandemic TW

Even during the best of times, businesses strive to be more efficient. There are always things to improve upon, always more customers to service, always proactive outreach to do. But when circumstances shift rapidly, and businesses are asked to do more with less, finding ways to be more efficient suddenly becomes priority number one.

Kustomer recently surveyed over 150 customer service professionals to better understand how they are being impacted by the pandemic, how their business is adjusting as a result, and what customers are expecting during their greatest times of needs. One thing became abundantly clear: being efficient and effective is not optional.

More Inquiries, Less Time

Across industries, customer service teams are seeing a 17% increase in customer service inquiries during the global pandemic. Phone inquiries are seeing the largest uptick, with a 34% increase, followed by e-mail (28% increase) and web (24% increase). Social channels are being impacted the least, with only a 7.2% uptick.

Why Efficiency Is More Important Than Ever During the Global Pandemic Stat

Not only are companies having to handle more conversations, they are having to do it in a largely remote environment. Thirty-nine percent of respondents reported difficulty working remotely, and 23% reported that they did not have the correct tools in place to successfully work in a remote environment.

It’s essential to have a customer service strategy, and the correct technology in place, to handle bursts in activity and enable productive remote work. Look for tools that leverage AI and intelligent automation to power self-service and low-level information gathering. This will free up agent time for more high level and urgent support, while allowing customers to get their questions answered immediately.

Ensure that the technology you have in place allows for collaboration between remote team members, so you can pull in the necessary individuals to solve customer issues quickly. You should also be able to manage your team with confidence, even if you can’t be beside them. Having a view into what your agents are working on, and being able to intervene if necessary, is key to a successful remote CS team. And most importantly, your customer service platform should be easily connected to by all of your agents with a basic internet connection and standard browser.

How Organizations Are Adapting

The circumstantial changes associated with the global pandemic are causing some real changes for organizations. Unfortunately, 63% of CS organizations reported a need to cut costs during the global pandemic, with 46% reporting a need to reduce staff. All of this means efficiency is incredibly important. Fifty-nine percent of respondents said there is a need to adopt more automation for efficiency, and 56% said there is a need to invest in new technologies. And unfortunately, customers aren’t giving businesses a break when it comes to speed. Quick service is one of the top three most valued customer service attributes during this time. Doing more with less is the name of the game in 2020, so put the tools in place to adjust sooner rather than later.

What CS Teams Need

63% of CS organizations report the need to cut costs
46% of CS organizations report the need to reduce staff
90% of CS organizations report the need to adjust policies
56% of CS organizations report the need to invest in new tech
59% of CS organizations report the need to adopt automation for efficiency
80% of CS organizations report the need to reach out to customers proactively

Why Efficiency Is More Important Than Ever During the Global Pandemic Stat 2

While the current environment won’t last forever, it’s important to properly prepare for extreme circumstances if and when they do occur again. Our full report has a plethora of additional industry-specific and general data, as well as actionable takeaways you can put into practice today. Download it here.

 

Just How Is the Global Pandemic Impacting Customer Service Success?

Just How Is the Global Pandemic Impacting Customer Service Success? TW

Customers are anxious. They’re stressed. They want answers quickly. And customer service organizations are being asked to do more with less than ever before. Unfortunately there’s no escaping the current environment we are living in, and customer service teams are seeing changes as a result. But how exactly are these organizations being affected?

Kustomer surveyed over 150 customer service professionals to find out.

Circumstances Affecting Customer Service Success

Businesses are having to change how they do business and interact with customers during this time. One of the biggest shifts? Adjusting policies. Seventy-seven percent of individuals reported that they have had to learn new policies due to COVID-19. It’s essential to arm your team with the information they need to instantaneously service customers. Make sure your technology can intelligently surface relevant information from a knowledge base, so all agents are delivering consistent and high-value service.

Additionally, 64% of respondents reported a need for greater efficiencies during COVID-19, while 57% reported having to deal with more complex issues than usual. It’s more important than ever to automate low level support with the help of AI, to free up agent time for issues that are more complicated and emotionally-wrought.

Just How Is the Global Pandemic Impacting Customer Service Success? Stats

How Success Metrics Are Changing

Luckily, it doesn’t seem like customer service success metrics are being significantly impacted by the global pandemic, and in some cases, organizations are seeing improvements. There are large differences from organization to organization, even in the same industry, implying that the way a customer service team handles the current circumstances has a huge impact on how customers react. Improvements in success metrics may be happening for a couple different reasons:

  1. Customer service organizations are taking extra measures to proactively help their customers and deliver empathetic service
  2. Customers are more understanding and know that organizations are struggling, so don’t have as stringent standards

It’s imperative to keep a customer-centric mindset, as loyalty becomes more essential to secure, and continue to measure the success of your team, adjusting accordingly. Make sure you have access to reporting and analytics, and understand where you’re falling short and where there are greater needs.

While the current environment won’t last forever, it’s important to properly prepare for extreme circumstances if and when they occur again. Our full report has a plethora of additional industry-specific and general data, as well as actionable takeaways you can put into practice today. Download it here.

 

4 Easy Ways to Maintain a Strong Culture While Transitioning to Remote Work

4 Easy Ways to Maintain a Strong Culture While Transitioning to Remote Work TW

The global work environment is undergoing a massive shift, and with recent events forcing the acceleration of remote work, leaders everywhere are scrambling to find ways to maintain and continue building a strong team culture within their organizations during this abrupt transition. Luckily, thanks to modern technology, there are many ways to create an environment of positive behavior, togetherness and productivity even in a remote team.

Of course, with any types of changes, there are a few adjustments that need to be made. Here are some of the ways to not only maintain, but to build a strong culture while transitioning to a remote team:

1. Ensure that your team is equipped with the right tools that match your culture and encourage collaboration

The concept of “the path of least resistance” comes into play in all aspects of life, and building a strong team culture in a remote environment is no different. When I think about some of the work friendships I’ve made in my career, many of those friendships were forged with people who were in the same “new-hire onboarding” class as I was. Those friendships were strengthened if they happened to be on the same team, and even more so if we became deskmates. The same concept applies to remote work. Work relationships are built with those we communicate with often.

When it comes to building culture in the context of a remote environment, the easier it is to communicate and collaborate, the more those behaviors will be reinforced. It is especially important in a remote setting to err on the side of over-communication as opposed to under-communication, as rampant miscommunication and missing information can dismantle trust and culture fast. With a wide variety of instant messaging and video conferencing platforms, along with the internal notes and comments sections of your customer management platform, an environment of open communication and collaboration in remote teams is no longer just a dream, it is a very achievable reality.

2. Create opportunities for remote social interactions

In a remote work environment it can feel as if you should only reach out to a colleague when problems arise or help is needed. During those times, stress levels are high and there can be a buildup of negative emotions towards an individual, especially when all interactions with them are stressful, demanding and require deep thought. Without a foundation of trust and camaraderie, it’s much easier to misinterpret the intention of an e-mail or message.

This problem is often alleviated in an in-office environment since colleagues will inevitably bump into each other during coffee or lunch breaks. In a remote work environment, not so much. This is why it’s smart to have fully optional, but regularly scheduled, virtual coffee and lunch breaks. By encouraging remote team members to bond virtually, and foster a “remote office social life”, teammates can feel much more comfortable asking each other questions and giving honest feedback when it comes to business.

3. Setting clear goals and expectations

While setting clear goals and expectations is important in any environment, dysfunction from a lack of direction becomes more apparent in a remote team. While some remote employees may disappear into the abyss when there is a lack of direction, others may overcompensate and overwork to appear productive, which could potentially lead to burnout. Neither of these scenarios are beneficial for the employee or the employer. It is up to leadership and the managers to set SMART goals (Specific, Measurable, Achievable, Relevant, Time Bound) and hold employees accountable, giving direct feedback if expectations aren’t being met. This allows remote employees to stay connected to the overall mission and goals of the company as well as empower the employee to engage in their work. The happiest employees have a deeper sense of meaning to their work than to simply clock in and clock out for a paycheck.

4. Foster an environment that celebrates wins

While it is important to see reality for what it is and to find gaps and weaknesses in the business, it is equally, if not more important, to find strengths and reasons to celebrate. In an in-office environment, it’s easy to celebrate all sorts of “wins”. Whether you just brought a promising new hire on board, ran a smooth implementation of new software, or helped turn an angry customer into a happy one, news will get around. In a remote environment, employees may often feel isolated and lonely. Negative and urgent news may travel faster than the small wins, but it is crucial to to emphasize the wins. By fostering an environment that celebrates all the wins and allows the cheers to reverberate across communication channels, you encourage a culture of positivity that lifts employees up.

Want more practical tips for working remotely? Check out our latest infographic on how to stay sane and productive while working from home.

 

7 Ways Busy Teams Can Best Leverage the Kustomer Platform While Working Remotely

7 Ways Busy Teams Can Best Leverage the Kustomer Platform While Working Remotely TW

As much as we may not want to admit it, we are living in a whole new world, and customer service leaders are having to learn new ways of being successful, from the way they treat their customers to the way they manage their employees.

As your organization makes necessary changes to stay connected and responsive during this trying time, here are some additional ways you can leverage capabilities within Kustomer to stay productive and collaborative:

1. Tap Into Unlimited Collaboration

As part of Kustomer’s Ultimate Package, now available to all customers, Unlimited Collaboration allows you to loop in anyone from any department within your organization to help resolve inquiries more efficiently in a remote environment. Features like Notes, Following and @Mentions let cross-functional teams conduct internal communications and ensure customers get the expedited service they need right now, no matter where they are in the world.

2. Manage With Team Pulse

Another Ultimate Package tool, Team Pulse allows you to see what your agents are working on in real time, enabling teams to manage performance and effectiveness seamlessly. Supervisors can quickly jump to the customers and searches that agents are viewing in real-time as well as adjust queue assignments and availability, all from the Team Pulse dashboard.

3. Expand Your Shortcut Library

Companies are updating policies to accommodate for the coronavirus, and your agents should be armed with the correct information to share with customers. Add in any new policies or FAQs to your shortcut library to ensure your agents have everything they need at their fingertips.

4. Introduce Users to their Performance Dashboard

Your teams may be experiencing an influx of conversations due to customer concerns. Ensure your agents understand their traffic volume, performance, satisfaction, and peak times of interaction, so they can anticipate busier times of day and easily keep tabs on how customers are feeling.

5. Activate Your Social Media Channels

As customers contact you across an array of channels, make sure you’re ensuring seamless communication by having all channels in one holistic view. You can quickly install Facebook or Twitter DMs directly from the Kustomer App Directory, and customers can get consistent attention if they reach out over social media.

6. Set up These Useful Business Rules

Your team doesn’t have to get bogged down trying to keep conversation traffic organized. Business Rules are a great way to automate routine tasks. Here are a few you can set up right now to drive more efficiency:

  • Send Messages: Watch our video and start sending automated messages whenever you need.
  • Auto-Mark Auto Responses ‘Done’: A single rule can cover a lot of ground. These conversations may contain a variety of subject lines that all mean the same thing. Create a rule that can automatically mark any conversation that’s titled: automatic response, automated response, auto response, etc. as ‘Done’.
  • Assign a Specific Team to Multiple Channels: During these rapidly changing times, you may need to shift priorities quickly. Create a business rule that automatically assigns any conversation from specific channels to a designated team, to make sure all customers are covered.
  • Automatically Tag Conversations: Business Rules can automatically tag conversations based on context, such as any conversations related to the novel coronavirus. Just make sure you’ve added any tags you need to your library, and build rules to apply them.

7. Route Conversations based on Customer Attributes

Cut down on unnecessary busy work by intelligently and automatically routing customers to the most appropriate agent, based on information like language, sentiment or customer history.

Remember, the Kustomer platform is accessible from anywhere—requiring nothing more than standard WiFi and an internet browser. No downloads. No plugins. No premium internet connection needed.

Want more practical tips for working remotely? Check out our latest infographic on how to stay sane and productive while working from home.

 

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