As a customer you recognise good customer service immediately: you are helped quickly, you do not have to tell your story three times and your problem is actually solved. But what is behind it? These are the traits of customer service that works.
1. Available on the channels customers use
Customers choose how they get in touch: phone, email, WhatsApp, chat or a marketplace. Successful customer service is present where the customer is, and communicates clearly when.
2. Fast and careful
Speed matters, but only if the answer is right. The best customer service combines a prompt response with a complete and correct answer.
3. Consistent on every channel
A customer who emails today and calls tomorrow should get the same answer. That requires one central source of knowledge for the whole team.
4. Personal and empathetic
Customers do not want a template, but someone who thinks along. Empathy, especially with complaints, makes the difference between an angry customer and a loyal one.
5. Solution-focused
Agents who are authorised to solve problems straight away prevent referrals and waiting time. Clear agreements on what is and is not possible are essential.
6. Always learning
Successful customer service collects signals: which questions keep coming back, and why? Those insights help improve products, processes and information, so questions are prevented in the future.
7. Smartly supported by technology
Technology makes customer service faster and more consistent, for example with a knowledge base and AI assistance for agents. But technology should support the team, not replace human attention.
How Mijnsupportdesk puts this into practice
At Mijnsupportdesk we work with three layers: a knowledge base about your business, AI assistance that helps our agents find the right information, and a human touch in every conversation. That is how we combine the traits above in one way of working.
Curious how that works for your business? See how we work or read more about AI-assisted customer service.