In the face of COVID-19, customer service Trailblazers have demonstrated extraordinary resilience. They’ve been quick to pivot, adopting innovative new tools and processes to deliver the best possible customer experiences under the most challenging circumstances.
We were delighted to highlight two of these exceptional service leaders at our recent Trailblazer Talks.
BYJU’S and Numeric UPS exemplify what true customer care means. When the pandemic hit, both companies went above and beyond to anticipate customer needs and provide hands-on service. Watch their conversations here.
A few key takeaways from their sessions:
1. Prioritise customer experiences even as you scale
There’s a reason why edtech company, BYJU’S, is massively popular. The company strives to build lasting connections with students by listening to their needs, and making their learning journeys as engaging, fun, and personalised as possible.
“We win when our students win,” says Shrimn Nishit, VP – User Experience, BYJU’S.
Today, BYJU’S is scaling at an unprecedented rate – but not at the cost of quality. The company uses Salesforce to track customer queries, complaints, and service escalations in real time. With this data, teams can respond proactively to resolve service issues.
In addition, management teams have full visibility into whether or not employees are achieving their post-sales objectives and KRAs within the defined TATs. These reports help them constantly improve customer engagement.
“Technology helps us deliver quality service even as we scale.”
2. Field service is the new sales
Some of the strongest, most long-lasting customer relationships are built on exceptional field service experiences, rather than a myopic focus on sales. UPS manufacturer, Numeric, is proof of that.
The company’s strength lies in its seamless and connected field service experiences delivered through 255 service centres and 1,200 service employees, including 900 field service technicians.
Now, Numeric is exploring how real-time monitoring of its UPS systems, combined with predictive algorithms, could help service teams anticipate and resolve UPS issues before they become a problem. The company is also looking at how visual remote assistance and self-diagnostic tools could accelerate field service resolution.
Innovative measures such as these will make field service more proactive than reactive.
“Service is a critical aspect of any business, and we’re constantly striving to keep it top-notch.”
3. Boost the safety and productivity of your mobile workforce with technology
When COVID-19 struck, Numeric used technology to train and counsel teams, as well as to monitor safety, and coordinate medical care for those who fell ill.
The company also empowered its field service technicians with tools to work smarter and faster. Through the Salesforce Field Service App, technicians could access all customer data and history on their phones even before reaching the customer site. This helped them minimise equipment downtime, solve issues faster, and thus reduce the cost of servicing.
“With improvements in productivity and call resolution, our customers were happier, and our brand equity improved,” says Nandy.
For more insights on customer service, check out the videos from Trailblazer Talks.
Also Read:
How to Sell from Anywhere and Other Sales Takeaways from Trailblazer Talks
