There’s nothing quite as exciting as growing — and scaling — your business. Along with the excitement comes an all-important need to stay focused on scaling your customer service offerings to meet the needs and expectations of your ever-growing customer base. As your business grows, it’s essential to prioritize providing the best possible service that aligns with your organization’s core competencies, without breaking the bank.
Utilizing a CX CRM platform, such as Kustomer, allows you to focus on three key areas: communication, automation and documentation. By prioritizing these three tenets, you’ll be able to successfully scale your customer service offerings as your business continues to grow.
As with any organization that prioritizes the customer above all else, accurate and instant communication is essential to ensuring that you’re able to provide an exceptional customer experience. A true omnichannel CRM aggregates all channels into one single view, so customers are able to communicate seamlessly on their preferred platform, and agents have all the information they need to provide a personalized experience. With access to a knowledge base, agents have up-to-date information at their fingertips to ensure they’re providing accurate answers to customers’ concerns.
Automation can be leveraged in many ways in intelligent platforms like Kustomer. Businesses are able to tap into the power of queues and routing to automatically route specific conversations to the most appropriate agent. Utilizing business rules ensures proper actions are taken on conversations automatically, and when combined with documentation, CX organizations can ensure that all conversations are properly tagged and ready for a thorough review at a later time.
With AI, businesses now have the opportunity to provide more self-service opportunities. Think about chatbots. They are growing in popularity with both businesses and consumers, and can be used to collect initial information, and solve low level inquiries like business hours, policy questions and “where is my order” (WISMO) inquiries. While there is always fear of losing personalization when using AI and automation, with the right data, businesses can actually do the opposite. For instance, if a business leverages customer data properly, chatbots could ask personalized questions based on an individual’s purchase or browsing history. These interventions save time for both the customer and agent, and increase the time spent on the actual issue rather than information gathering and low-level support.
Documentation is performed in a few ways within CRM platforms like Kustomer. First, you are automatically documenting your correspondence with your customers. This allows you to see past engagements and find areas where your team can improve while you scale. A solid QA program of past conversations is imperative for any organization scaling their customer service organization. Second, this documentation allows you to search across your interactions to find trends. Are you answering the same question(s)? If so, you can uncover those insights through reporting functionality, and then you can update your knowledge base to get that answer into your customer’s hands quicker, or adopt chatbots to automate those conversations. Lastly, utilizing pre-built messages for common inquiries allows agents to engage with customers quickly, accurately, consistently and efficiently.
Scaling a customer service organization doesn’t need to be a scary task. Business growth means you are succeeding, but you must remain focused on delivering the customer service experience that your customers expect. Prioritizing communication, automation, and documentation will allow you to succeed in this endeavor.
Want to learn more about how to scale your CX org? Download our definitive guide to scaling your customer service, without losing the human touch.