Customer Service Consulting: the turnaround your business needs

Rodrigo Hora
18 de March de 2022

Customer Service Consulting is gaining increasingly more space in the market and becoming essential to any organization. That is happening in a moment when high-quality customer service is no longer a differential: it’s necessary to have a thorough understanding of this area. Customer Service Consulting helps your business to achieve that, ensuring that you can offer your customers valuable experiences throughout their journey. 

An insight into Customer Service

Investment in the Customer Service area grew exponentially in 2020, primarily due to the conditions imposed by the Covid-19 pandemic. According to a study carried out by Neoassist with the support of CS Academy, in 2020 there was a 44% increase in the volume of calls received by customer service departments, followed by a 40% expansion of new support channels such as chat, video chats, messaging channels, telephone lines, among other.

At the same time that the number of interactions between clients and companies grew, this increased demand generated new problems. However, only 30% of the companies surveyed offered some kind of training for their customer service teams, which can represent serious problems for the sector in the short, medium, and long term.

Business adversity is something that great managers are prepared to deal with on a day-to-day basis. In fact, managing teams, systems under update, or even delays is part of their daily routine and must be carefully monitored, especially in the area of Customer Service. After all, this is one of the essential departments in a company. It’s responsible for keeping all customer data, transaction information, interaction history, answers to satisfaction surveys, and FAQs.

Unfortunately, many companies do not prioritize the Customer Service area and its needs, not considering the impact that actions like these can have on results. With that in mind, we’ve listed below the top customer service issues that could be affecting your operation right now to help you identify and address them.

Lack of product and service knowledge

Can you speak knowingly of all the products or services offered by your business? Are you aware of every benefit, functionality, and even value differentiation aspect? Well, that is probably not the case for all customer service team members. When a customer contacts your business, the chances are high that he has already done some research and now wants to learn more from an agent. Thus, if your agents are not aware of a functionality update, benefit, or even values, they cannot convey credibility and the customer will lose confidence in the business.

Not Providing Customized Service

All people are unique, and we all like to feel that way. It is the same when contacting a company: offering personalized service is a key differentiator to stand out among competitors. It’s possible to get closer to the customer through personalization, anticipating their needs, and offering tailored solutions.

Relying on other channels to communicate with customers can also be a great move towards personalized service. For instance, e-mail messages starting with the customer’s name, landing pages, gifts, and interactions on social networks can differentiate your service from competitors and create positive experiences for your clients. 

Not Providing Staff Training

The sales and customer service teams must present a coherent narrative about your business. For that, it’s essential to offer constant training regarding changes in the company, its products, and services. Otherwise, your customers might get lost in conflicting information passed by different teams and agents.

Having Complicated Processes

Customer service teams handle a considerable amount of interactions every day. This process can get slow and bureaucratic when working with many complex processes and tools. As a result, the team will struggle to perform daily tasks, spending precious time to carry out regular activities that could be more simple. To avoid this problem, a few management software are available in the market to streamline routine tasks: from automation to centralizing customer data in a single location.

How can Customer Service Consulting help your business?

By identifying the problems mentioned above and others that are part of your daily processes, Customer Service Consulting will analyze potential errors and failures harming your business and guide decisive measures to correct them and boost your operation.

To achieve that, Customer Service Consulting will analyze all your customer service processes from start to finish. Specialized and purposeful Customer Service Consulting is carried out based on the following factors:

  • Focus on investigating the customer’s current scenario;
  • Data Analysis and the determination of the scenario;
  • Action Plan, through the definition of implementation steps;
  • Execution through the validation of proposed actions.

Benefits of Customer Service Consulting

Identification of weaknesses in the operation

It becomes difficult to identify recurring failures when you’re immersed in a customer service routine. As a result, issues such as lack of data and planning, poor cooperation between the teams, and insufficient investments in marketing, tools, and training are only noticed when the operation reaches a critical situation, causing unacceptable results and losses. To face this challenge, Customer Service Consulting helps you identify the points mentioned above and others that might be harming your business by carrying out a survey of key performance indicators.

Broad View of the Business

Customer service consulting aims not only to look at internal failures but also to have a vision of everything happening in the market. As a result, it brings in external experiences that can contribute to solving complex problems for which your company couldn’t find a solution.

Business Model Renewal

To face the constant changes in the market, you must have digital transformation as an integral part of your business, especially in the Customer Service area. With that in mind, expert consulting helps renew Customer Service by bringing external innovation. Otherwise, your business risks losing market share to its competitors, who constantly seek to be one step ahead. Support tools such as CRM, satisfaction survey, chatbot, Intelligent IVR, cloud storage, and others should be proposed by the consultants to improve the company’s performance.

Business Independence

Contrary to what many think, consulting makes it possible to be totally independent, guiding the business to make decisions that provide the expected result. To achieve that, expert consultants work by observing the daily routine of your customer service process so that the necessary changes can be made at the right time.

Cost Reduction

Reducing costs and maintaining productivity and results is something that several companies strive to achieve. And when there is no proper control, expenses can significantly compromise revenue. That is why Customer Service Consulting helps establish an intelligent cost reduction plan, allowing the departments involved to be optimized and for the company to evolve, investing in the right strategic points that will bring opportunities to the business.

How Aktie Now’s Customer Service Consulting Works

Aktie Now has expertise and experience in Customer Service, developed over 41 thousand hours of projects in seven countries. Our company has a dynamic, transparent, and technological methodology that suits the needs of each business, regardless of their industry and size. We monitor and develop all flows and processes for the success of your customer service, using modern tools to optimize your operation.

By relying on Aktie Now’s consulting services, your business will have the advantage of:

  • Omnichannel platforms
  • Systems integration
  • Customer Self-Service
  • Workforce management solution
  • Customized forms
  • Geographic Freedom. Among others

And these are some of the benefits of Customer Service Consulting for your business:

  • Process improvement
  • Scalability
  • Control of the entire operation
  • Demand management
  • Measurement of customer satisfaction level
  • Professional recognition
  • Implementation of tools capable of facilitating the day-to-day operation; and much more.

Now that you know some of the benefits of our Customer Service Consulting contact our sales team and request an assessment of your operation. Count on Aktie Now to help you out on this journey!

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