Are you experiencing flat lining CSAT results with your Service Desk Customers? Maybe you can’t grow beyond the 8/10 and you don’t know why. Well if you’ve done your due diligence and surveyed your customers for their feedback, perhaps they are looking for modern flexibility, choice and convenience?! So what exactly is the modern customer looking for?
Well, we know the modern customer is digital-savvy and expects a response and a connected, effortless experience, regardless of the channel they choose to engage with you. More and more customers are expecting their questions to be answered and acknowledged very quickly, and more and more I see that Service Delivery organizations are investing time in researching and understanding their user base and the way they want to engage with them. Now statistics show that there is still a high preference for phone conversations for support, but, there is a growing increase in interest in flexible options for service assistance. So if you happen to be working on an overall long-term customer engagement strategy, how have you positioned Chat?
In today’s digital world, as customers we expect instant service don’t we? Chat makes customer service truly real time as chat users expect instant gratification. Chat, as a digital customer service channel, is increasing in both popularity and usage as a method to fast track service delivery. I know I personally always look for a chat option when I’m web sites because the thought of having to navigate through a phone menu with endless loops really drives me nuts.
So more and more I’m seeing live chat as a solution to provide customers with quick and helpful customer service. I think this is because Chat is a promise of an immediate help and a guarantee of an access to well-skilled adviser. Using chat functionality is one of the most effective means of communication with your users. Perhaps your service desk performance is being measured by the number of tickets you open and close, you might find that using a chat function to take questions from your users and answering them on the spot, will dramatically reduce the number of tickets you get. If your users have a good service experience with chat, they will always prefer the chat over picking up the phone. I can tell you that when I personally am looking for support on any website, a chat is the first thing I'm going to look for!
As I interact with Remedyforce customers I often ask them what functionality and capabilities of Remedyforce they have adopted and how are they continuing to gain value from the solution. A key priority trend is becoming more customer centric and adopting a “Customer First” culture. So when it comes specifically to Remedyforce, an area of interest is how to offer more options to clients for how they want to/ prefer to engage with the Service Desk. So rather than being rigid with dictating how you want your clients to engage with you, those in the help desk business are more and more focused on the “connected customer” and offering an exceptional digital customer experience.
Social collaboration tools and multiple customer engagement channels like Chat, are transforming how we engage with our Service Delivery Providers. So here is my contribution to that discussion. Here are three utilities that can be implemented with Remedyforce if you’re interested in expanding how your user base interacts with you!
Remedyforce Chat was introduced into the solution capabilities basically because our customers were asking for it, because their customers were asking for it!
But in addition to that, channel preference, better cost economics and channel effectiveness were the factors that ultimately drove it’s inclusion as an engagement channel in Remedyforce by the product management team .
As per the HDI (Help Desk Institute) research, adding Chat as an engagement option continues to provide better economics as compared to other traditional channels citing a 20% reduction for full-burdened cost per ticket (US Data), the fully-burdened cost per ticket for chat being 35% less than traditional channels like phone, and advising that a channel mix strategy provides a cost saving opportunity.
And as I mentioned earlier, as Service Desks look to mature their processes, adding Chat to the hybrid mix helps: to bridge the end-user experience gap between phone (frustration) and email (wait) by having SMEs help users when needed most. It can offer a concierge style speedy interaction that can help improve self-service adoption that drives call deflection and finally call avoidance. And then ultimately, chat can help drive end-user contact method satisfaction and potentially help improve that flat-lined CSAT result.
Chatter is native functionality within Salesforce.com and it’s an enterprise collaboration platform. There is a wealth of information on Chatter found on Salesforce.com site and here is a link to a great overview. At a high level, you can use Chatter features like feeds, profiles, groups, and more to share information, collaborate, and keep up with the latest updates in your company which is the social collaboration part. But also of course within Remedyforce, you can also enable Chatter to allow for another source of incident creation and collaboration within your incident management process.
No it’s not the iconic childhood toy from the past! Our ever evolving Remedyforce Ecosystem now includes Synko which allows you to take advantage of your Skype investment by seamlessly integrating Skype and Remedyforce! Slynko allows for Service Desk agents to have live conversations with their end users using Skype. It will automatically log the call with comments on end of call and helps support staff reduce data entry issues while increasing agent productivity. At a glance it provides an overview of open tasks and incidents for the end user but also provides the ability to open an existing incident and continue working on it. For further information of course, I recommend you check them out here!
So all in all, some great options to explore further if you’re working on your own internal roadmaps and customer engagement strategies.
And finally for those of you that have read my previous blogs, it wouldn’t be a blog without some sort of best practices mentioned. So some things to watch out for or some “gotcha’s” to pay attention to when looking at additional customer engagement methods such as chat:
- Make sure you have enough resources to run your chat channel! You will lose their interest and confidence in this channel in a heartbeat if you don’t ensure that you have the right amount of staff to handle chat volumes and ensure they have the right skill set. A good practice is to start small and maybe open chat up for a subset of customers and measure the impact chat is having on the customer experience and then grow from there. Set some goals, do some benchmarking, and then make changes accordingly.
- Consider that some important chat factors are wait times. So how long it takes to start a chat (in cases where there’s a queue of customers) and then expected first response time after a chat session starts.
- And finally, think about setting up a knowledge base to provide consistent and repeated responses that your staff can leverage to speed their ability to manage these multiple engagement channels – can’t expect them to succeed if you don’t give them the right resources!
As always, thank you for reading and if you are interested in discussing this topic further or have questions, please drop us a line at RemedyforceSuccess@bmc.com.
Have ideas for future blog topics? Please do let us know!