![Customer service agent with stats showing time to close cases trendlines and CSAT by channel](https://wp.salesforce.com/en-us/wp-content/uploads/sites/4/2024/06/agent-success-marquee-1680x1120-1.webp?w=1024)
What Is Customer Service Operations?
If you're looking to take your customer service operations & incident management to the next level, here are 3 easy ways to step up your game.
If you're looking to take your customer service operations & incident management to the next level, here are 3 easy ways to step up your game.
How do you increase revenue, decrease costs, and maintain the best possible customer experience — all at the same time? It’s a delicate balancing act. And it’s only possible when your data is comprehensive, meaningful, and easy to understand.
Unfortunately, that’s pretty rare. Our research shows that 94% of business leaders feel their organisation should be getting more value out of their data.
But here’s the good news: there’s a clear way forward. Let’s take a few minutes to review the principles of great customer service operations — and what you can do right now to take your organisation to the next level.
Deliver personalised customer service at scale. Bring all of your support needs onto one platform so you can decrease costs while increasing efficiency.
First, the basics. Customer service operations is everything a company does (its day-to-day activities, processes, and strategies) to assist customers. Does that definition sound general? That’s because it is: customer service operations can impact everything in your organisation, so every improvement goes a long way. With the right strategy in place, you can:
High-performing service organisations are using data and AI to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.
Many customer service organisations lack relevant and timely data to make informed business decisions and identify key areas of focus. Here’s how to turn that around.
You might already track traditional customer service analytics like customer satisfaction score, Net Promoter Score, and lifetime value — but it can be hard to connect those metrics to meaningful business outcomes. Get deeper insights by adding these analytics to your toolkit:
If pulling this data feels overwhelming or challenging right now, try selecting three metrics to focus on for the next few months, then go from there.
Many “a-ha!” moments are hidden within your customer data, but how do you find the signal in the noise? Enter AI for customer service. You can use this technology to answer the following questions by analysing customer calls, emails, and chatbot conversations:
These insights can help you create new paths to improve the customer experience. For example, if customers often ask for an agent when they want to change their address, a chatbot can proactively share a relevant knowledge base article to minimise escalation.
Let’s face it: customer service agents have a tough job. How can you help them succeed? Start by sharing important metrics like incoming cases, cases by priority and status, average time to close, total escalated cases, and average CSAT. With these insights at their fingertips, agents can see what’s coming, evaluate what’s working, and track any improvements.
Contact centre managers also benefit from in-depth data. For example, you can help them track case volume, average handle time, and agent utilisation so they can monitor performance and find ways to make it even better.
Customer service operations plays a crucial role in shaping customers’ perception of your brand. That’s why it’s important to get it right — and unlocking data-driven insights will help you lead the way to the future of customer service.
Try Service Cloud free for 30 days. No credit card, no installations.
Tell us a bit more so the right person can reach out faster.
Get the latest research, industry insights, and product news delivered straight to your inbox.