How long do you think customers will wait for information and answers? Well Google engineers have found that for people surfing the Web, even 400 milliseconds (the blink of an eye) is too long. Wow.
Now picture your typical customer, pressured for a solution. Double wow.
This age of instant information has increased customers’ expectations of front line customer service knowledge and of the CSRs, agents, and technical support reps (TSRs) that deliver it.
Are Your Front Line Teams Tooled & Ready?
Super Customer Experience Info Checklist
- Can your front line reps see what the customers see on the Web? Can they at least see your own company website? In my consulting work, I often here the incredible answer, no.
I ask, why not? “Because we don’t want them to surf the net. Only the teams that monitor social media can see the Web.” Huh?
Wake up call from customers: “If we can see it, we expect front line reps to be able to see it too!”
- Do the front line agents and all other teams use the same tracking system software (without cumbersome interfaces that create errors)? For a super customer experience,customers expect that all involved in delivering service will be able to see what they need.
Checkpoint: How many of your customers are dissatisfied because your service and support teams cannot access the same customer information? In today’s world of instant information, the customers don’t even think this could be happening. Instead, they just think you don’t care about them.
- Do your front line technical support reps have remote control to the customers’ desktops? For customers with computer problems, remote control as an option has eliminated their stress, sped up problem solving, and increased their satisfaction. Many customers will grant permission for the rep to use remote control, yet many front line teams don’t have it.
Advice: Give front line technical support reps remote control. Don’t let organizational politics, internal turf wars, and hierarchical structure keep this wonderful technology from the front line.
Customers tolerance for front line technical support reps who can only route tickets to problem solvers continues to decrease. In today’s world of instant information, it seems antiquated and illogical and a far cry from a super customer experience!
It can be a big challenge in large companies to have seamless integration of systems and information. Yet the technology is available to make it happen and customers assume you will have shared information.
They expect it, in the blink of an eye, for super customer experience.
Will this challenge make it to the top of your 2012 goal list? They surely hope so!
Adapted from Kate Nasser, The People-Skills Coach
As a customer, what other information would you want and expect the front line teams to have?