As a result of COVID-19, customer service and the user experience are more important now than ever, especially in the United States. Stakeholders encourage companies to focus on customer experience efforts, internet traffic has increased, and usability is paramount. As such, you must do what you can to empower your business.
Often, this means reviewing some of the basics of good customer service. If you’re not sure of the best practices and prototypes to follow, it’s important to get insights into how real users interact with your brand. Here’s what you need to know.
It starts with the right software tools.
In the United States, user research shows that call volumes and customer service needs have increased, particularly in the last year. Most of this is due to the coronavirus’s impact, though some of it can be attributed to increased internet use. Because of this, you must use software tools that empower your customer service efforts. Each person who connects with your business should have a meaningful interaction, whether it’s with your call center’s sales team. This is why call center software continues to grow in popularity.
When choosing a call center software platform, it’s a good idea to look for a service that works with your other applications. For instance, if you use Zendesk regularly, you should look for a Zendesk call center. This can provide more localized Zendesk support and aids Zendesk talk times. It also makes it easier to run A/B tests for various functions. All of this works towards a heightened UX.
Prioritize user tests.
Customer service doesn’t solely depend on phone support and call center solutions. Often, it means solving usability issues before they even crop up. These days, usability is critical, and it’s often the first thing many brands review. To conduct a usability test or an A/B test, you’ll need a test participant, a tester, and a subject. The subject can be just about anything. This includes aspects of your design process, product prototypes, mobile device connections, or specific tasks on a mobile app. The goal is to ensure that each fix and tweak benefits the end-user.
If you’re not sure how to implement a user testing program, you can confer with your team members. Maybe you need to rethink your social media strategy, enhance mobile network connectivity, or run a new app’s beta test. You’ll need your test users to review analytics as well. It’s a multi-step process, but it can lead to percent increases in customer satisfaction.
Find ways to address the increased demand.
One important thing many businesses are struggling to address in real-time is the increase in internet use over the last year. This increased demand for internet leads to network congestion, connection interruption, and reduced bandwidth both in the sense of data capacity and customer service capabilities. With more people relying on Zoom video conferencing, outbound calls, and internet companies, you need to address increased outreach and higher call volumes. If you’re able to pivot and connect with your target audience without using up a lot of time or resources, that’s all the better.
Sometimes, this means investing in live chat tools, researching competitor pain points, and streamlining your workflow to benefit potential users. It’s an unprecedented time for businesses, so you need to take a different approach to enhance the customer journey. Whether you’re looking for a great way to reach your target users or you’re investing in software to benefit your network operators, it’s important to implement the foundations of quality customer service. It’ll aid your business for years to come and help you address your users’ needs.
