Employee productivity is always on the top of any company-concern list. Indeed, productivity and revenue are closely-knit.
Almost every business had the question of increasing the productivity of customer support staff at some point. However, it is quite difficult to increase the support team’s productivity without increasing their stress and work hours. The productivity decreases when the staff is stressed; and this leads to lower customer satisfaction that spoils the company image.
Thus, it is crucial to organize the company structure in a way that would encourage the staff to work with more efficiency. Once done, it becomes possible to see both the support staff and customers happy.
In this article, we have shared more such smart tips that can help you improve the productivity of your customer support team. Take a look and pick your takeaways.
Tips to improve the productivity of the customer support team
1. Simplify your customer service process
There are so many adverse effects of a complex and rigid process- primarily, it makes the customers extremely frustrated.
While a simple and flexible process cuts down the interaction loops and saves employee’s as well as the customer’s time; however, it is not just about reducing the complexity of procedures but also teaching your staff to follow a simple approach to solve customer’s problems. And, customer service software helps you do so.
2. Use proper communication etiquettes of customer service
The use of proper customer communication etiquettes makes interaction simple, respectful, and understandable. In this manner, it can reduce the time consumed to solve the problem. Customers consider such companies as reliable and trustworthy companies. This way, you can earn more long-term and loyal customers.
3. Empower the support agents to make an appropriate decision in a particular situation
Train the employees to make appropriate decisions and trust their judgment. You cannot expect maximum customer satisfaction when there is no trust and freedom to the staff’s viewpoint. Even highly-trained customer service agents fail in such situations.
Although, 80% of the customer service problems are common recurring issues, whose solutions are already known. The percentage of the uncommon problem faced by representatives is only 20%. As long as there is no ready answer to new issues, it requires that representatives provide solutions with confidence and using their skills and judgment.
4. Train them to do “what is needful”
Ask them not to get affected by personal things or don’t take customers personally. Most of the time, support interaction effects because of the representative’s as well as the customer’s mood. It is necessary to teach employees to remain impersonal, especially when they are new. This is the best way to ensure your support team is equipped with the knowledge and knows how to communicate with your customers.
5. Equip them with the best customer support software and tools
Even the well-trained, knowledgeable, and experienced support agents cannot perform excellently without efficient customer service tools. The time taken for response is crucial for customer satisfaction. And, when agents are equipped with efficient customer service software tools, they can provide quick assistance.
If you follow these tips, you can assure that your customer support agents will always be productive and make your customers happy.
We hope this was a useful post. Check Wowdesk to explore how our customer support software can help you boost support agents productivity.