Understanding the common Customer Service Problems and Solutions

Why providing superior customer service is important.

Did you know that according to a report by Glance it is said that about 78% of customers tend to back out from making a purchase due to a negative customer experience? Customers are seen as the most important elements of a business. To run a successful and profitable business it is important for organizations to prioritize the customer experience. When businesses adapt to more customer-centric approaches it not only keeps customers’ satisfaction rates up but also improves the profitability of the business itself. It is essential for businesses to take up steps to improve problem-solving skills in customer service because with increasing virtual facilities there is also an increase in customer service challenges. In a time like this if businesses fail to take steps towards fixing customer service issues businesses will not only encounter losses but also experience low customer satisfaction and customer retention rates.

Common Customer Service problems and how to resolve it

1. Not having a customer-centric approach

When businesses lean too much towards profits and expansion it can lead to a less customer-centric approach. Not having a customer-centric approach can also stem from other reasons like weak and inefficiently trained help desk agents who don’t meet customer service expectations. To create a more consumer-centric approach business should work towards proving efficient customer service training to help desk management agents along with creating a more holistic picture of your customer service needs. It is also necessary for businesses to take customer feedback into consideration and make necessary adjustments with respect to evolving customer needs. This will not only increase customer satisfaction rates but will also enable superior customer service.

2. Increased customer service response time

Did you know that according to a report by Superoffice about 88% of consumers expect a response to their customer care complaints within an hour? Not providing immediate responses can lead to a delayed ticket response which can make customers impatient. Good customer service practices are driven by small elements like less customer service response time. Increasing response time will also lead to a decrease in customer satisfaction levels and this will affect the profitability generated in the long run. To tackle such issues businesses need to use the right customer service tool like CRM systems that facilitate round-robin scheduling. Kapture’s CRM system not only helps improve customer responsiveness but also increases customer retention rates.

3. Not having answers to customer questions

Customers hopefully reach out to help desk systems to find answers to their queries and questions that they are not able to find by themselves and when help desk support agents don’t have answers to these questions it not only upsets customers but also reflects poorly on the organization itself. It creates a negative brand image and shows how poorly organized and uninformed the company is. This happens due to reasons such as service agents not being trained properly or poor data organization due to which service agents are not able to find answers to a customer’s question. Having a CRM like Kapture helps agents stay informed because of the organized data and will also enable them to use that information in an efficient manner.

4. Not having an omnichannel

Not having a customer relationship management system that integrates all the service channels on one platform can make the agent’s job a little chaotic and challenging due to which the agent’s performance might be hampered. Integrating an omnichannel setup in your help desk will enable your agents to handle queries from various channels all in one screen. It will also reduce ticket piling and help in lead generation as well. This will also improve the agent’s first call resolution and decrease customer waiting time. Having an omnichannel not only paves way for excellent customer service but also increases agent productivity and efficiency in the long run.

To learn more about how you can increase your company’s customer experience by using the right customer relationship management system click here for a demo.