{"id":2591,"date":"2018-06-21T16:53:39","date_gmt":"2018-06-21T16:53:39","guid":{"rendered":"https:\/\/devbloglavaprotocols.nityo.in\/4-trends-effective-customer-service-teams-are-using-to-kill-competition\/"},"modified":"2018-06-21T16:53:39","modified_gmt":"2018-06-21T16:53:39","slug":"4-trends-effective-customer-service-teams-are-using-to-kill-competition","status":"publish","type":"post","link":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/4-trends-effective-customer-service-teams-are-using-to-kill-competition\/","title":{"rendered":"4 Trends Effective Customer Service Teams Are Using to Kill Competition"},"content":{"rendered":"<div style=\"margin-top: 0px; margin-bottom: 0px;\" class=\"sharethis-inline-share-buttons\" ><\/div><p><em><strong>by Dan Ross, SVP, Commercial Sales, Salesforce<\/strong><\/em><\/p>\n<p><!--more--><\/p>\n<p>Today\u2019s customers are more demanding than ever. They want:<\/p>\n<ul>\n<li><strong>Personalised service<\/strong>\u00a0with recommendations just for them.<\/li>\n<li><strong>Mobile service<\/strong>,\u00a0just like in all the apps they use daily.<\/li>\n<li><strong>Instant service<\/strong>.\u00a0Nobody\u2019s willing to wait on hold anymore.<\/li>\n<li><strong>Predictive service<\/strong>,\u00a0so problems are solved before they\u2019re even known.<\/li>\n<\/ul>\n<p>All these things will become commonplace for customer service in the future. The problem is that customers want them now. Manual processes and disconnected systems just aren\u2019t suitable to meet these increasing demands, and what it all boils down to is this: <strong>Your business can\u2019t be successful without a <a href=\"https:\/\/lavaprotocols.com\/2016\/08\/26\/coca-cola-aced-customer-service-salesforce-com\/\" target=\"_blank\" rel=\"noopener\">complete tech solution<\/a>.<\/strong><\/p>\n<blockquote>\n<p>The customer experience is more important than price.<\/p>\n<\/blockquote>\n<p>Think for a minute about companies you particularly love \u2014 maybe Amazon, Virgin, Zappos, or any other companies \u2014 and chances are they have one thing in common: a great customer experience.<\/p>\n<p>Service and support have become differentiators. Today\u2019s customers only want to buy from companies that provide a quality \u201cexperience\u201d or a top-notch end-to-end service.<\/p>\n<p>That means the customer experience is now just as important as price \u2014 and even as important as the very product a company sells.<\/p>\n<p>Effective customer service teams are actively embracing\u00a0four trends\u00a0to create an outstanding customer experience, bring in more revenue, and create repeat customers. Let\u2019s take a look.<\/p>\n<h2><span style=\"color: #ff6600;\"><strong>Trend 1: Set Great Expectations<\/strong><\/span><\/h2>\n<p>Customers expect great service, so you\u2019ve got to provide it. To do that, customer service teams have to go to where the customer is: Every channel, every touchpoint, every line of business. This ensures timely responses, but it\u2019s also how your customer service team starts to function as a brand ambassador and additional sales channel.<\/p>\n<p>Located a problem? Effective customer service teams would swoop in to provide help and recommend solutions. All this in turn, helps to create a unified front across the entire business to provide a great experience.<\/p>\n<h2><span style=\"color: #ff6600;\"><strong>Trend 2: Empower Your Agents<\/strong><\/span><\/h2>\n<p>That unified front line I mentioned? It\u2019s only possible if agents are empowered. Help your entire organisation to collaborate and put the customer first. Empower them to go above and beyond to ensure a great experience. To do that, you\u2019ve got to go back to the basics:<\/p>\n<ul>\n<li><strong>Training<\/strong>.\u00a0Get everyone on the same page. Build in soft skills and empathy.<\/li>\n<li><strong>Technology<\/strong>.\u00a0This is how you get productivity tools plus that 360\u00b0 customer view.<\/li>\n<li><strong>Incentive.<\/strong>\u00a0Why should your agents care? Give them a (tangible!) reason.<\/li>\n<\/ul>\n<h2><strong><span style=\"color: #ff6600;\">Trend 3: Share Metrics and Targets<\/span><\/strong><\/h2>\n<p>Start-ups don\u2019t fail due to a lack of funding; they fail due to a lack of customers. To stay on top of your business, you\u2019ve got to share not just data and metrics, but also targets and accountability.\u00a0As in, both sales and service are measured in the same categories.<\/p>\n<p>For example, if your sales reps were measured by renewals or customer satisfaction scores, wouldn\u2019t they be more helpful in customer implementations? If your support reps were measured on\u00a0cross sell, wouldn\u2019t they become more curious\u00a0with\u00a0customers and more collaborative with our sales team? Absolutely: High performing teams are\u00a0<a href=\"https:\/\/www.salesforce.com\/form\/conf\/2017-state-of-service\/?leadcreated=true&#038;redirect=true&#038;chapter=&#038;DriverCampaignId=7010M000000mgPU&#038;player=&#038;FormCampaignId=7010M000000Nlu3&#038;videoId=&#038;playlistId=&#038;mcloudHandlingInstructions=&#038;landing_page=%2Fform%2Fpdf%2F2017-state-of-service\" target=\"_blank\" rel=\"noopener\">1.8x more likely<\/a>\u00a0to share goals (not just data) than under-performers.<\/p>\n<h2><span style=\"color: #ff6600;\"><strong>Trend 4: Deliver Intelligent Service<\/strong><\/span><\/h2>\n<p>Speaking of metrics, effective customer service teams are collecting, analysing, and acting on customer feedback. 79%\u00a0of SMBs (small to medium sized businesses) believe it\u2019s extremely, very, or somewhat important to their customers to work with support agents <a href=\"https:\/\/www.salesforce.com\/blog\/2018\/01\/small-business-tech-trends-infographic.html\" target=\"_blank\" rel=\"noopener\">who know their service histories<\/a>. So that\u2019s what customers want, but how many companies can actually deliver? Intelligent service lets you answer questions, provide proactive solutions, and solve problems before the customer asks.<\/p>\n<h3><b>Embrace these trends with Service Cloud Essentials<\/b><\/h3>\n<p>Created specifically for small businesses, the new\u00a0<a href=\"https:\/\/www.salesforce.com\/blog\/2018\/03\/introducing-service-cloud-essentials.html\" target=\"_blank\" rel=\"noopener\">Salesforce Service Cloud Essentials<\/a>\u00a0helps you capitalise on these four trends and offer an amazing customer experience.<\/p>\n<ul>\n<li>Get started fast and learn easily with Salesforce\u2019s\u00a0<a href=\"https:\/\/trailhead.salesforce.com\/trails\/discover-service-for-small-business-with-service-cloud-essentials\" target=\"_blank\" rel=\"noopener\">Trailhead modules<\/a><\/li>\n<li>Help more customers in less time with powerful productivity tools<\/li>\n<li>Scale as you grow with a complete platform<\/li>\n<li>Deliver smarter, more intelligent service<\/li>\n<li>Offer personalised service via console, SMS, web, chat, phone, and email<\/li>\n<li>Use mobile solutions to connect\u00a0to\u00a0customers anywhere<\/li>\n<\/ul>\n<p><strong>Related<\/strong>:\u00a0<a href=\"https:\/\/lavaprotocols.com\/2016\/08\/26\/coca-cola-aced-customer-service-salesforce-com\/\" target=\"_blank\" rel=\"noopener\">How Coca-Cola Aced Its Customer Service\u00a0<\/a><\/p>\n<p><a href=\"https:\/\/www.salesforce.com\/blog\/2018\/04\/trends-customer-service-kill-competition.html\" target=\"_blank\" rel=\"noopener\">Article<\/a> first appeared on the Salesforce Blog.<\/p>\n<p>\u00a0<\/p>\n<p><i>Lava is an authorised Salesforce Partner in Malaysia and has more than a decade of experience in cloud solutions which includes marketing automation, CRM implementation, change management, and consultation. We pride ourselves in not just being a CRM partner but in also understanding the needs of our customers and taking their business to the next level.<\/i><\/p>\n<p><script type=\"text\/javascript\">\npiAId = '418952';\npiCId = '56152';\npiHostname = 'pi.pardot.com';<\/p>\n<p>(function() {\n\tfunction async_load(){\n\t\tvar s = document.createElement('script'); s.type = 'text\/javascript';\n\t\ts.src = ('https:' == document.location.protocol ? 'https:\/\/pi' : 'http:\/\/cdn') + '.pardot.com\/pd.js';\n\t\tvar c = document.getElementsByTagName('script')[0]; c.parentNode.insertBefore(s, c);\n\t}\n\tif(window.attachEvent) { window.attachEvent('onload', async_load); }\n\telse { window.addEventListener('load', async_load, false); }\n})();\n<\/script><\/p>\n<p><span class=\"et_bloom_bottom_trigger\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer experience is now just as important as price. Effective customer service teams are actively embracing\u00a0these trends\u00a0to create an outstanding customer experience, bring in more revenue, and create repeat customers.<\/p>\n","protected":false},"author":1,"featured_media":2592,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[18],"class_list":["post-2591","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-blog"],"jetpack_featured_media_url":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-content\/uploads\/2024\/10\/american-black-blue-1065704-scaled.jpg","_links":{"self":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/posts\/2591","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/comments?post=2591"}],"version-history":[{"count":0,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/posts\/2591\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/media\/2592"}],"wp:attachment":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/media?parent=2591"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/categories?post=2591"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/tags?post=2591"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}