As a customer service professional, you know better than anyone how fast the world is changing. New channels, new technologies and sky-high customer expectations are pushing your organization to be more agile, flexible and scalable than ever. To keep your edge and win, there are five key things that your customer service apps need to be able to do.
1. Connect the customer journey.
Every time a customer interacts with your company—whether it’s live chatting with a service rep using your mobile app, or sending you a tweet—they should feel like it’s all part of a single, coherent conversation, not like they’re dealing with a different company every time. To keep customers engaged, and keep them around for the long haul, you need to deliver a single journey. A big part of that is having customer service apps that seamlessly connect your front-line service teams to your back-office operations.
2. Increase employee productivity.
Every company wants to maximize their employees’ productivity and deliver more efficient customer service. But it’s just not possible to achieve when employees have to hunt down the information and thumb through instructions they need across different systems, training manuals and most likely a sticky note or two. The way to boost productivity is with customer service technologies that automate the routine tasks that don’t need to be done manually while intelligently guiding them through the tasks that do.
3. Anticipate customer needs.
The only thing better than being able to respond to a customer’s needs is knowing what their needs are before they even say (or type) a word. That could mean knowing the customer already has an issue you need to resolve. Or it might mean recognizing that a retention or up-sell offer is perfect for that customer and their current situation. Bottom line: when you’ve got customer service apps that empower you to deliver real-time, personalized service to your customers, you’re more likely to win their loyalty and share of wallet.
4. Manage complexity.
Sometimes even the simplest customer request sets off a whole series of complex processes and decisions. Service reps have to juggle multiple products, access numerous systems and stay up to speed on constantly changing policies and procedures. Your customer service app has to be able scale to handle any number of transactions and manage the many variables—all while integrating seamlessly with other systems and technologies in the mix.
5. Deliver long-term value.
Choosing a customer service app that meets your needs in the here and now is obviously important. But just as important is looking at how your software will be able to adapt to changes down the road. Will it be able to flex to handle new channels, wearable technologies, and changing social media trends? What about new regulations and market opportunities? If you’re not sure, better start asking questions now before it’s too late.
It’s time to evolve. To stay competitive, you’ve got to keep up with your customers—and they’re moving fast. The right systems and software can help you stay out in front. Learn more about how Pega’s Customer Service app can help you evolve your customer service: Download the Pega Can whitepaper.