Remote operations
Marc Prempain
15 April 2024
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Now more than ever, customer experience is as important to customer assistance as it is to sales. A customer experiencing an issue requires special attention to leave them feeling fully satisfied. This means that attentive customer service teams need to pay close attention to the customer’s needs while addressing the root of the problem. Today, customer care goes beyond simply sending out a technician or making a phone call. New technologies allow support staff to be more present than ever while giving customers the convenience of remote assistance. In this article, we will explore how best to help out your customers.
An article by the Harvard Business Review (HBR) reports that happy employees often lead to happy customers. Achieving customer satisfaction means valuing employee satisfaction and listening to employee feedback. Improved employee morale has the added benefit of reducing employee turnover. But HBR argues that there’s a balance to be achieved between employee and customer needs.
By following a customer-centric business strategy, companies can improve their customer service and customer support, benefitting the customer and the company alike. Training representatives in techniques like service recovery will make it easier to turn things around with frustrated clientele. Thanks to the service recovery paradox, customers are often happier after a recovery than if they never experienced a problem. This approach results in customer satisfaction and removes a major stress of the job for employees.
In addition to service recovery, it’s essential to keep an eye on customer satisfaction wherever possible. Social media is a dual-edged sword because unhappy customers can spread bad reviews about your company online. On the other hand, it’s a great tool to reach out to potential customers, gauge current customer satisfaction, and perform service recovery for unhappy customers. Beyond social media, ViiBE’s remote assistance software tracks key performance indicators (KPIs) like net promoter score (NPS) and first call resolution (FCR) in a quick post-call survey. These KPIs are updated in real-time, so you can always be aware of your overall customer satisfaction levels.
If your company dispatches technicians to resolve customer issues in person, ViiBE tracks how many trips you saved with remote assistance. Air conditioner manufacturer Daikin has reduced onsite trips by 46% during its first year using ViiBE. Less on-site trips means less time on the road for your employees, who can instead enjoy the gratification of quickly fixing customer issues. A customer who can resolve their issue without waiting for a repair person will undoubtedly be a happy customer!
So when building a customer-focused business, remember that employee satisfaction matters too. Investing in their happiness can result in an improved customer experience.
There are many ways to make customers feel valued, but a few stand out above the rest. Collecting, analyzing, and acting on feedback is vital. This approach will help you improve problem areas and keep doing what you’re doing right. So, what concrete steps can you take to make this happen? New technologies can help.
Co-browsing allows customer support agents to follow along as a customer browses a website and guides them step by step to find what they are looking for. Customer Relationship Management (CRM) software is a helpful tool for managing customer interactions throughout the entire sales cycle. ViiBE’s remote assistance software has a whole swath of features geared towards customer service.
ViiBE’s knowledge management system keeps essential information in an always-updated centralized location. You have the choice to store whatever you want in this knowledge base, including shared documents and call-related details. The customer assistance representative can quickly find customer-related information, even on a follow-up call. The ticketing solution can group multiple calls under one ticket, simplifying this step even further. ViiBE’s post-call survey tracks first call resolution, so you can tell if repeat calls suddenly become a problem for a particular agent or your call center in general. Features like these keep you notified of what’s going on in real-time, so you can problem-solve and quickly resolve any issues.
Investing in these technologies is an excellent step towards securing your company’s long-term future. Making customers feel valued leads to long-term customer retention. The customer relationship is crucial because repeat customers spend more money over time. Also, retaining customers is often easier than constantly searching for new ones.
Great customer service is all about going the extra mile for the customer. One way to achieve great customer service is omnichannel communication. Omnichannel means giving your customers different options for communication, like call centers, live chat support, and video assistance. ViiBE is built around this concept. It allows you to create a virtual call center with agents spread around the globe, or you can plug in an existing call center. ViiBE gives customers the option to use live chat or to do a video call. If you need to bring an expert on the call, expertise call routing can add them instantly.
The software is download-free and doesn’t require customers to log in. Whether your company provides technical support or after-sales support for a product or service, ViiBE keeps customers happy by giving them the choice of their preferred mode of communication. More ways to communicate means less room for ambiguity. A customer can demonstrate the problem they are experiencing over video, helping the problem-solving process move along. The representative can use a moveable superimposed red dot and screenshot annotation to help further clarify any issues. The wide array of features built into ViiBE make delivering an extra mile performance effortless every time.
Tech support, customer service, and many other industries have greatly benefited from adopting remote assistance technology. That is because remote assistance makes it easy for the agent to provide customer assistance. No matter your industry, customer assistance is key to customer retention. A customer-centric business strategy is an excellent way to make customers feel more valued. It doesn’t have to come at the expense of employee morale. New technologies like ViiBE give your customer assistance representatives the right tools to provide an effortless customer experience. ViiBE also removes obstacles for your employees, allowing them to focus on their job. Consider giving ViiBE a try today.
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