Your reps are slammed - and hiring more staff is not an option. So what's "Plan B"?
Especially in these uncertain economic times smart companies are looking for scalable solutions that
bring the biggest bang for the buck. On the 'must have' list: they need to deliver greater efficiencies
sooner rather than later, reduce operating expenses, and help overburdened CSRs stay focused on what's
most important.
Some pointers on getting there:
-
Your company's knowledge is gold. Give your customers access to an online self-service
knowledgebase and watch tickets disappear and satisfaction rise as customers find their own answers.
With high quality, relevant content, you essentially offload first-tier support, achieving greater
call deflection. And by driving issue resolution to self-service channels, not only are more support
issues deflected and wait times shortened; your support team is free to focus on higher value tasks.
-
A well-designed portal is worth every penny. Via the Parature Portal, customers can create
their own tickets. In fact, Parature customer Trapeze Networks reduced support email interaction
40% by doing this Customers and reps alike save time since all the back and forth email is eliminated;
instead all the ticket history is captured in one place on the portal. Multiple staff can collaborate
on a ticket, further decreasing ticket resolution times.
- With Parature Chat you can route chats to specific reps based on their availability, the type of
issue, etc. In fact, more and more experienced reps are quite good at carrying on multiple chats
simultaneously.
- We've all heard it before: "At any given time, any one of us represents the entire organization."
All the more reason to be sure every single one of your CSRs is well-informed, motivated, and 100% on
board with the organization's values and priorities.
Having a fully integrated, automated customer service software suite like Parature helps get you there.
