Your customer service department is one of the most important components of your organization, often serving as the first stop for your clients in guiding them through any problems they may experience. No matter how effective your customer service department may be, it’s almost certainly one of the biggest cost centers in your business, even with upselling to help offset some of these costs. When looking to reduce the cost of your customer service department, it’s extremely important to not sacrifice quality in the name of saving a few dollars - there are a few proven ways of doing this.
Use CRM to Its Fullest Potential
Most modern customer service departments feature three separate ways of communicating with customers in need - telephone, email, and social media platforms. These three methods of communication are generally treated by your customer service team as separate incidents that are addressed individually - this is a time consuming and largely ineffective method of handling customer service interactions. Using a Customer Relationship Management (CRM) solution to handle and collate customer data into one convenient location.
This will give your customer service team members instant access to data, history, and contact information about each client, greatly improving efficiency which will in turn help to alleviate some of the costs involved with time-consuming customer service. A good CRM solution can also be integrated with other commonly used workplace productivity solutions such as Google G Suite, VoIP Telephony Systems, Marketing Automation Platforms, and more, allowing your customer care department to provide a more efficient, productive level of service to your clients without sacrificing the quality of service offered. It also allows for effective communication of current promotions and products your customer service department could be upselling your clients on.
Offer Increased Self Service Options
Often your customers will find that they have problems that are quite easily solved using only the appropriate resources - usually it’s such a matter of being able to find these resources on your company’s website or social media platforms. These usually come in the form of Frequently Asked Questions (FAQ’s), chatbots, and troubleshooting guides where appropriate, and are generally produced in order to encourage autonomy in customers with minor issues.
Increasing the amount of self-service guides and resources on your businesses digital platforms will give your customers instant access to solutions for easy-to-fix problems that they may encounter, saving on customer service costs by encouraging customers to choose self-service options when they experience minor problems. Doing this will free your customer service staff to address higher priority issues, allowing them to focus on bigger picture projects and in turn be more efficient, and give your clients more face time with your company’s digital platforms and the resources they offer.
Insightful Tools for Management
One of the best ways to reduce customer service costs is for management to be able to gain insight into the productivity of their staff to identify areas of improvement or to be able to eliminate redundancies. Productivity management tools like Prodoscore allow management to view the productivity of their customer service staff in commonly used integrated workplace solutions - this is done through automatic unintrusive productivity tracking and the assignment of “productivity scores” to each individual employee. These scores can allow management to determine where potential costly or time-consuming bottlenecks have developed in order to fix them in a proactive manner, and allow for management to reward top performers who are consistently going the distance in providing responsive, effective support.
Reducing the costs associated with your customer service department without sacrificing quality is as easy as using CRM solutions to their fullest potential, encouraging clients to use self-service options for solving minor issues, and for management to track the overall productivity and effectiveness of their customer care team.