Creating a strategy for customer interaction management
Training your support team to deal with a diverse set of customers
Your agents can only have good customer interactions, when they are given the training required to handle all types of customers. Irrespective of their nationality, or the channel they reach out with, agents should be able to easily grasp what they are asking for, and provide them with the best and most relevant answers.
Navigating difficult conversations
Often, your agents will run into angry/unsatisfied customers who will vent their frustrations out on your support team. It’s important that your agents can navigate their way through these difficult conversations without losing their cool. They should be empathetic while trying to understand the customer’s problem, before suggesting the best way forward.
Sending out personalized responses
Adding a personal touch to your customer replies will give them the impression that they’re talking to actual humans, instead of receiving automated responses over and over again. Rather than excessively using canned/automated responses, your agents should learn the art of balancing customer conversations with the right amount of personal touches.
Aligning how teams work on different channels
Customers on social media might expect a different tone in their responses compared to those who reach out via email. Support agents should understand these nuances before typing out their responses, and ensure their customers aren’t left feeling awkward with an unnatural response that isn’t suited to the medium they have reached out on.
Reacting to customer feedback
Based on how customers respond to your service, you can identify bottlenecks in your engagement strategy, and work towards streamlining it. For example, if customers expect support in their native language, you can invest in a helpdesk solution that will allow you to provide multilingual support.