What are the best customer service skills?
The most effective customer service happens when hard and soft skills come together to create an experience that leaves the customer feeling valued and understood. This combination of technical skills and a human touch can turn a simple inquiry or a more complex case into a positive interaction. Let's look at a few examples at how technology can help:
Provide continuity: Customers do not appreciate having to explain their situation over and over. They expect consistent interactions between touch points. A customer relationship management (CRM) systems helps agents and chatbots quickly access customer information, purchase history, and previous interactions. They all have the same information, so your customers won't have to repeat themselves and will get seamless, personalised service.
Offer omni-channel support: It's important to offer prompt, convenient, and connected support on different customer service channels
. This means being available for voice, chatbot, email, live chat, and social media conversations — whichever of those methods the customer prefers — and making sure these channels are connected. With the right omni-channel approach, your customers will always have a consistent experience — no matter how they contact you.
Use automation: Provide fast service to customers using automated workflows. Not only can workflows guide agents through the steps to complete a process quickly and efficiently, they can do the same for your customers. You can set up those routines on your self-service channels to help customers help themselves with simple matters. For example, use automated workflows
to guide a customer through the return-initiation process.