Build a smart customer service culture with HappyFox

How HappyFox helps build Smart Customer Service Culture

The importance of Smart Customer

Service Culture and how to achieve it

“Culture where an appreciation for good service exists, and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.”

Zeithaml and Bitner (2003)

Definition of Customer Service Culture

The key to Smart Customer Service Culture

Motivation to drive good work

• Motivate your support agents and your sales staff to position their work in such a way that the customer is always given top priority.

• Encourage all other employees to contribute in en-abling the same.

The tool behind the culture

The perfect tool for perfect customer service

• The right tool helps support agents automate, optimize and evolve the support process.

• The tool must assist in building a strong and customer-centric service culture for the entire organization.

• Multi-channel help desk that divides support across a number of channels like mail, voice and live-chat.

• Categorize, sort and handle all your tickets from one common help desk.

1 Organize support - Everything in its place

How HappyFox drives Smart Customer Service Culture

• Automate tedious, mundane and repetitive tasks while also freeing up the time of your support agents.

• Allow them to spend time in solving your customers’ most business critical problems without distraction.

2 Customer service process automation


• Completely customizable portal for all your cus-tomers to find self-support articles.

• Reduce your incoming tickets and also elimi-nates the hassles of having to call or mail the sup-port desk.

3 Knowledge base for unambiguous communication


• With email notifications, notify staff about changes in ticket statuses, replies from customers etc, so that no customer is left uninformed or unat-tended to.

• Set strict SLAs for your tickets, so that not only tickets are being resolved on time, but your sup-port agents are encouraged to improve their qual-

ity of work and thereby, the service culture.

4 Prioritize Customer service tasks


!

“Excellent firms don’t believe in excellence – only in constant improvement and constant change”Tom Peters

• Useful feedback integrations like Survey Monkey and NiceReply to gather customer feedback after resolving tickets, to improve on your support process.

5 Gather customer feedback


• With reports get periodic overviews of your support to let you know the areas that require your immediate attention.

• By measuring and analyzing support, plan and strat-egize for the future, while continuously striving to elimi-nate the pain points.

6 Measure, Analyze and Strategize


• Optimize your support process to reduce the time and money invested in support.

• Open avenues for your support staff to innovate.

• Customize the help desk for innovative workflows, automated replies etc., so that your support is smooth, seamless and simple.

7 Optimize, Improve and Innovate


• Customize reports to track agent performance.

• Gather the necessary insight for you to set standards, revise targets, conduct appraisals and give constructive feedback.

8 Performance Management in support


Build a smart customer service culture with HappyFox

Leadership & Management

Transcript of Build a smart customer service culture with HappyFox