Efficiency means achieving the maximum number of results with the fewest resources possible. As regards management in any area, we are referring to the according to the objectives that the company has set itself in the least number of steps possible, with a discreet expenditure of human and monetary resources. All this translates into greater benefits with less expense and a high number of objectives achieved.
Even when it comes to customer assistance, the concept of efficiency is fundamental. The basic idea is to be able to serve as many customers as possible, always with quality and without exorbitant costs. We must emphasize that achieving these goals should never impact quality, especially when we take customer interactions into consideration. These must always be delicate and polite with particularly personalized attention to the potential buyer.
In an increasingly digital world, potential consumers are demanding when we talk about interacting with companies and brands. Technological processes have made the feeling of having human-like communication the minimum standard. In short, the quality of communications must be perfect and impeccable.
According to this concept, it must be important to know that customers expect to be served and assisted immediately with suitable answers to their questions, requiring quick and effective solutions without beating around the bush.
In fact, online platforms require effectiveness and efficiency since the central objective of customer assistance concerns providing complete attention in a short time and with all the necessary answers. All of this must absolutely be perfect, optimizing resources and maximizing profits.
When we talk about customers, the most precious resource is certainly their time, which must be reduced to a minimum. The second is certainly the solution to your problems, by giving efficient and effective answers. But how to do it?
The company should analyse the entire response process, establishing a clear path and timing each step to reach the goal. In fact, it is essential to analyse these two factors in each phase in order to know which of them can reduce efficiency and effectiveness.
Once you have the complete scheme, the next step is to find the difficulties encountered. For example, the team is slow to reply to messages during the morning, or messages arrive from multiple platforms and organizing everything is complicated, or writing messages to each individual customer takes too long. There are many things that can make the path to customer service difficult, so structuring them appropriately is essential.
The following is intended to resolve the problems encountered. These may involve changing the hours of assistance or ensuring that responses arrive a couple of hours earlier. Another solution could be to make the different inboxes on social media unified.
The main purpose of CRMs is to classify and archive all customer information, starting from the social networks used for communications. They also have extremely useful features like the possibility of unifying the inboxes of different social networks, by reducing the time between switching from one site to another; give predefined and accessible answers to the team. Furthermore, you can also request multiple agents to simultaneously access the platform or store contact data, etc.
Precisely because a CRM aims to improve customer service, the correct implementation of the functions within the company can make the process extremely more efficient. Chatbots can be programmed to perform the task of providing useful details to customers, even without human attention.
Regardless of Callbell or another CRM capable of automating some functions, it is essential that the human factor is always the key differentiating element useful for determining between an efficient service and a mediocre one. Automated messages, chatbots, preset templates and communications must be full of empathy and warmth. There are things that no bot or software can ever replace, including customer care.
Another skill that teams will have to develop is that of offering an excellent service, by identifying what the customer really wants in a short time. For example, there are people who have difficulty expressing themselves, either due to spelling mistakes, or because they are confused about what they actually want, etc.
The CRM may have another tool capable of guiding the customer towards a predefined interaction, depending on what they require, allowing the agent to have context. However, the user will not always use this new element in the most appropriate way, perhaps not being able to undertake the right conversation path but clicking randomly. And it is precisely here that the agent will have developed the necessary communication skills.
In fact, training agents directly affects the quality of customer assistance. This helps to get the most out of the platform that the company wants to use, avoiding waste of time and resources. For example, each lead involves a cost and, consequently, each customer also has a price. Making a sale can really make the difference between a loss and an investment. Another very important aspect is to serve the greatest number of customers in the shortest time possible.
About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct
