Identifying Pain Areas in Customer Service

. Zervicio Team . 1st August 2016 . 

The best way to get started with fixing customer pain is to hear about their issues from them. In one of the recent survey, Forester Research asked around 5000 consumers, “What created the biggest pain when you contacted a business for customer service?”

The limited knowledge and consistency of the agents knowledge turned out to be the biggest pain area, followed by the difficulty of finding relevant answers on company websites.

The survey covered customer service effort across a broad set of industries: retail, communication service providers, banking and financial services, property and casualty insurance, health insurance, healthcare providers, utilities, and government.



Possible remedies to resolve them:

  1. Inconsistency of answers: Implementing a Zervicio Knowledge Portal rather can help increase the consistency of answers to queries. It will also make it easier to maintain the information flow.

  2. Lack of knowledge: True knowledge is more than content – by interacting with customer's issues received through the root-cause-remedy database built by the agents themselves - all based on expert understanding of what has worked in the past and therefore might work at the point of interaction. Guided knowledge can, in fact, enable all agents to take all calls—it can make all agents as good as the best and make the best agents even better!

  3. Ineffective self-service: Just like agents, web self-service can only be effective when it has guided knowledge behind it. It is as important that self-service knowledge be consistent with agent knowledge. The Zervicio Self-Care Portal to customer engagement and knowledge management will ensure consistency, while allowing seamless, context-aware transition from self-service to agent-assisted service.