5 min read
As a customer service consultant, many factors can cause stress and anxiety in the workplace. One of the biggest causes of stress is dealing with difficult or angry customers who may be upset about a product or service. Other common causes of stress include high call volumes, strict deadlines, and a lack of support or resources from management. Working long hours or irregular schedules can also contribute to stress levels. It's crucial for customer service consultants to prioritize self-care and seek support when needed to manage their stress levels and maintain their overall well-being.
1. Increase the number of happy customers in the first place
It's essential to prioritize customer satisfaction to minimize stress for customer service consultants. Understanding what can make a customer unhappy is vital. There are various reasons why a customer might become angry, such as receiving a faulty or damaged product, encountering poor customer service, experiencing delayed delivery, or being overcharged for a product or service. Additionally, unmet expectations, feeling ignored or dismissed, and a lack of empathy from customer service representatives can contribute to customer dissatisfaction. These issues are often exacerbated by the inefficiencies of online web forms or long wait times on the phone.
However, by offering customers a high-performing and empathetic online journey, businesses can address these concerns more effectively. Conversational process automation uniquely suits this purpose, allowing companies to automate outcomes in less than 3 minutes for high-value requests. Unlike web forms that collect information for someone else to act on, conversational processes provide immediate solutions. This increases customer satisfaction and significantly reduces the stress experienced by customer service consultants.
By focusing on making customers happier from the start, the overall well-being of customer service consultants can be significantly improved.
2. Reduce high call volume by re-routing inbound calls to online journeys
Call volumes often surge as customers seek assistance for various product, service, and policy issues. Additionally, unexpected events or seasonal fluctuations can further intensify call volumes, such as service outages or weather-related incidents in the case of insurance.
For businesses with a global customer base, providing customer service support across different time zones can be daunting. There is a challenge in catering to customers who require assistance outside of regular business hours, and businesses must ensure they have available staff to address these inquiries. Varying regulations complicate communicating and supporting a diverse customer base.
Conversational process automation offers a solution by providing 24/7 availability. Leveraging the cloud infrastructure, businesses can engage in unlimited conversations with customers simultaneously. This eliminates the need for customer service consultants to handle high-volume calls for inquiries that can be resolved online through conversational process automation.
3. Support customer service consultants with automation tools to do the heavy lifting
Customer service operations can be complex due to the diverse range of customers with varying needs, preferences, and expectations. Each interaction with a customer is unique, requiring customer service representatives to handle different types of inquiries and complaints. Language barriers, cultural differences, and technical issues can further complicate the situation. Effective customer service demands exceptional communication skills and a comprehensive understanding of the company's products, services, policies, and procedures.
Once a conversational process has been created and integrated into systems in one language, businesses can clone and translate it for their customers. By leveraging existing integrations developed for the initial process, significant efficiency gains can be achieved in customer service operations.
At Spixii, we've built a platform enabling businesses to build powerful conversational process automation powered by configurable business logic using the function manager feature. This empowers businesses to offer specific services tailored to different customer segments while excluding others, all within a single conversational process. In practical terms, this eliminates the need for multiple individuals to perform such processes and ensures that each customer segment is treated as expected, without errors.
The most common causes of stress experienced by customer service consultants, such as unhappy customers, high call volumes and the delivery of complex services, can all be mitigated with these 3 steps:
- Increasing the number of happy customers in the first place
- Reduce high call volume by re-routing inbound calls to online journeys
- Support customer service consultants with automation tools to do the heavy lifting
Conversational process automation brings 24/7 availability for an unlimited number of requests and supports businesses to execute their more complicated process in a repeatable and error-free way.
For more information on other use cases, you can download a copy of the most recent Spixii white paper here below to understand the specific challenges for financial services organisations and get tangible insight into how conversational process automation can help overcome them ⬇⬇⬇