Posted On: May 22, 2020 | 7 mins read
By the end of 2020, customer experience (CX) is expected to overtake price and product as the key brand differentiator. Consistent customer service is what largely shapes the brand image of a company and CX is defined by it. Continuous customer service training will give a competitive edge to the business to achieve the stated.
The pillars that make up for effective customer service are the support agents, smart tools, and the systems in place. Automation of processes is changing the service trends and redefining business affairs. Self-service is becoming the preferred option with the availability of self-service portals, FAQs, visual guides, and AI chatbots.
This is true of simpler problems, for more complex problems the customers still prefer interaction with the support staff. However, they expect a similar service as generated by self-service options. To equip the agents with these skills, knowledge management in customer service training becomes indispensable.
Technology is changing the dynamics of communication, with online methods swiftly moving ahead of the conventional methods. Customers demand service at any given point of time across multiple channels.
How is customer service training different from other training? While normal training is designed to guide employees on ‘how to execute’, customer service training is designed to guide them on ‘how to improve’. It is completed by the agents to improve the support they can provide and consequently increase customer satisfaction.
Customers are an enterprise’s best growth opportunity and presently they are more connected than ever. They share their customer experiences, good and bad. However as recorded by Salesforce, as many as 62% of customers share their bad experiences with each other which is detrimental to any business. Training the agents to provide the best support is important to retain existing customers and bring new customers on-board. Knowledge management can help in customer service training to equip the support staff with a variety of new tools and resources. It’s crucial the agents understand ‘how to make it work’.
Knowledge management put simply is recording, distributing, and effectively using knowledge. Does this ring bells with the purpose of training? Absolutely. There is a strong relationship between knowledge management practices and intermediate activities of creative problem solving and problem-solving speed.
An organization’s overall Knowledge Management System (KMS) comprises FAQs, knowledgebase, visual guides, CRM databases, and other informational content. With such a comprehensive outlay, KMS can be used as a complete training guide.
A knowledge base enables the agents to access organization-wide information and identify from where to source the required solutions. The agents can further use it to organize data as per user needs, generate solutions, and store it for future reference. A question and answer approach as followed by FAQs is proven to be more interactive than reading out a module. It can train the agents to understand the kind of questions a customer is likely to ask.
Another similar approach is followed by a visual tool called the Decision Tree which is a graphical representation of questions and responses. Decision trees can also generate situational training with each tree simulating different situations in a simple and sequential manner. The above can be supplemented with Picture Guides and videos to disseminate information. Visuals are registered by the brain rather quickly and can be easily navigated to provide fast responses.
Since these tools are to be used by the support agents in real-time, providing training using the same tools can make the agents use them more efficiently.
A Gartner survey confirms that 89% of businesses compete through the customer experience they are able to deliver. Customer experience has two main components: Customer Service and Self Service. People are increasingly using self-service options because of the convenience it offers and is happy with the solutions generated. However, their overall experience is only wholesome when customer service also generates equally accurate and quick responses. Customer service training gives that edge to the support agents to stay relevant.
Customer Service training is a continuous growth process for agents and is reflected in the service they provide. Knowledge management helps in customer service training and it entails educating agents on the product/service and acquainting them with support tools. Many at times, the kind of service customers expect is not planned. However, support agents are still required to be on the front-line to assess and match the customer’s expectations.
Empower your support advisors and establish a ‘learn on the go’ training culture backed by our Knowledge Management platform. Transform information to knowledge and transfer that knowledge to enhance the customer experience.