In the customer service world, the higher your productivity, the happier your customers will be. Don’t believe us? Here are some interesting statistics that explain why higher productivity and a happy customer base are directly proportional:
Now that we have a basic understanding of how team/employee productivity and customer happiness are inter-related, let’s look at how companies can give rise to customer service that’s truly helpful, insightful, timely, and reliable.
Truth be told, technology is perhaps the biggest boon for an, already over-worked customer service team. Not only does using the right tools help share the workload but it also empowers the team to be more productive. Here are some tools that can help boost your team’s productivity and streamline operations as seamlessly as possible:
“63 percent of customers return to websites with live chat software.” –eMarketer Report
#1 – Live chat: One of the biggest drivers in offering a friction-free customer experience is to resolve issues/queries on the spot. This is exactly what a conversational tool, such as live chat empowers teams to achieve. Granted that it is just one part of the customer service experience, it is an integral one.
Take a look, for example, at Acquire’s live chat feature which is proactive in approach and to-the-point in execution:
In a nutshell, here are the top advantages of using the live chat feature:
#2 – Co-browsing: While live chat deals with quantitative aspects of providing world-class customer service, the co-browsing feature focuses on driving quality:
It’s not news that first-time customers may get stuck while navigating your website. According to Econsultancy, “83 percent of customers admit that they need assistance during their online buying journeys.”
In such a time, offering them a “visual guide” – complete with highlighters and marker tools – can save the day (and frankly, your resource’ precious time). It literally points customers in the right direction. In this section, we’ll break down how the co-browsing feature can augment your team’s productivity and become their (co)best friend:
Key takeaway: Co-browsing is a screen-sharing software that essentially puts the customer in the center of a company’s operations and aspirations. Using user-friendly features such as co-browsing can prove to be the difference between “good” customer service and a “great” one.
Much like you teach a naughty student to become disciplined by making them the class monitor, you can turn your team agents productive by making them accountable and encouraging them to make decisions on their own.
One of the best ways to make them accountable and steer priorities is by setting clear deadlines, pre-defining SLAs, and making the work process transparent. Everyone learns from each other, and no one gives into procrastination.
This, as you can imagine, ultimately leads to higher productivity.
“Companies with highly-engaged employees had a near 52% gap in performance improvement in operating income.”– Tower Perrin’s Survey
A demotivated team is hardly the benchmark for productivity. In order to boost agent productivity, the employees need to feel valued, appreciated, active, and passionate about their jobs. There are multiple ways to motivate your employees, such as:
“Employers who are committed to providing environments that support work-life balance for their employees can save on costs, experience fewer cases of absenteeism, and enjoy a more loyal and productive workforce.”Chris Chancey, CEO of Amplio Recruiting
One sure way to improve employee productivity is by promoting a work style containing a healthy balance between work and breaks. This leads to greater productivity.
In case, you wish for your team to go the extra mile, encourage them to unplug and take short breaks, whenever possible. Furthermore, it pays to note that embracing a healthy work-life balance does not result in employee burnout, crippling work stress and inevitable fatigue.
Achieving employee productivity is not rocket science; it is an evolving process, though. That said, with the right mix of technological tools, work cultural processes, and a collaborative mindset, you can fuel productivity and performance, organically, and sustainably.
Feeling inspired yet?
Whenever you are ready… here are 3 ways we can help you manage your time in a more productive manner: