Customer service is critical to the success of a business. The poor performance of your customer service agents can lead to a loss of reputation and customers. When they deliver a great experience, you gain the advantage of customer loyalty and an increase in your brand advocates. It is essential to track and measure your team’s performance; for that, you need to make customer service KPIs, or key performance indicators, a pertinent part of your business.
With KPIs, such as average first response time, first contact resolution, and customer satisfaction, you can identify weak areas where your customer service agents need to improve. There are also several ways by which you can support customer service KPIs.
Three Ways to Support the KPIs of Your Customer Service
1. Use Customer Service Script
Customers want quick answers to their queries, and customer service scripts ensure that. Known as canned responses, they are pre-written answers or guidelines for customer service agents. Following them, they can answer queries fast, manage multiple customers efficiently, and resolve issues. The canned answers are typo-free, relevant, accurate, and precise. They ensure consistent response and customer satisfaction.
2. Set Multiple Service Standards
Service standards establish the rule for customer service. They let agents know what is expected from them and how they should do them. They also make agents accountable. Some service standards are speed (response time, waiting time, first contact resolution time) and issue resolution time (accuracy, accessibility, efficiency, and friendliness).
When agents know what to do and how to do it, their resolutions are consistent, quick, and accurate, and they also provide their customers with a great experience.
3. Embrace Translation Services
Today’s businesses are no longer selling to a small group of local customers. Because of the internet, they have expanded their footprint, and now, they have many international customers. That is good for the health of the business and its future. But, customer service agents, especially those who only communicate in English, may find it difficult to satisfy international clients. In many countries, a majority of people can neither read English nor speak it. If you have global plans, then your customer service agents must be multilingual. It ensures that your average response and resolution/handle time do not suffer.
But learning another language in a short time is difficult, and therefore, you need to tap into translation services. By using the translation service of Unbabel, your agents can become instantly multilingual, enabling them to quickly and effectively communicate with customers from anywhere. With the translation service, you can ensure a positive customer experience in any world language.
Good Customer Service Drives Growth
One of your business goals should be excellent customer service, which helps drive your company’s growth. You, however, cannot improve something if you are not aware of the current status. Customer service KPIs enable you to determine how things are and what needs to be improved.
By opting for a good translation service, you ensure that your customer service agents are consistent, efficient, and accurate in handling queries. With it, you can achieve your goal of 100% customer satisfaction.
