Example

Here is an example of how CSS works for a medium sized customer service team. A travel and tourism business in Sydney Australia wants to improve the customer service with three goals in mind. They want to

• a. improve revenue.
• b. improve customer retention and customer satisfaction.
• c. reduce the attrition rate of the customer service representatives/agents.

They wanted a systematic and quantifiable approach to solve this problem. The team has taken a step-by-step approach.

Step 1- Root Cause Analyis using ucSurvey

First the customer service team wants to get some feedback from their existing and potential clients. The team needs to find out what their customers think of the service, what is the source of unhappiness and suggestions on how it can be improved. However the contact details of customers are not consistent. Some customers have provided only email, some only mobile and some only fixed landline numbers and some have just mailing address. The team realized they have a reasonable number of followers in Facebook and Twitter. They need to get feedback from as many people as possible. Rislin ucSurvey is one of the applications in the Customer Service Suite. Rislin ucSurvey or Unified Communications Survey is a Multi-Channel, Multi-Modal Survey tool supporting surveys via Email, Phone, Web, SMS and Social Media.

Rislin ucSurvey or Unified Communications Survey is a Multi-Channel, Multi-Modal Survey tool supporting surveys via Email, Phone, Web, SMS and Social Media. This enables the customer service team to send feedback requests via various channels. For customers who have only email, they send survey requests via email. For customers with only their Facebook association, they send the feedback request by Facebook and those with only SMS, they send an SMS survey request. The data collected is all consolidated into one unified reporting tool which has capabilities like exporting to Excel,PDF etc and this allows the team to get the maximum number of responses and a consolidate view of the current customer satisfaction and the issues they raise and could work on it.

Now that the customer service team figured out the overall customer satisfaction rating and the feedback, they have a quantifiable way to measure it and ways to improve it.

Step2 - Quantify the findings and steps to improve it

Through customer feedback, quite few things become clear. Customers are not happy with the way customer service team members are responding to questions, their lack of knowledge on certain products, long waiting time to get answered on the phone, non availability of any staff during weekends, slow responses for web requests, not being notified about payments or new offers, not being informed about change of terms/conditions, not being notified about the person, who they used to be their point of contact, left the organization and so forth.

The customer service team again need a systematic and quantifiable way to resolve the issues and reach the goals they have. To improve the way customer service team members or agents respond to customer enquiries, it has become clear that the team needs some training.

Step 3- Agent Training using Rislin Talent App

They used Rislin Talent Application, which is another application in the Customer Service Suite. Talent application provides the ability for supervisors to create questions for web and phone training. Voice training is vital as many customers often get a feel good factor when the agent respond to their questions in a certain way or the way they have been greeted. Using Rislin Talent application, agents can dial into a telephone number and answer the questions created by the supervisor. The responses or the entire conversation can be listened in by the supervisor or by the team member and can be analysed and find areas of improvement. Supervisor also decided to create some web based tests to improve the knowledge of products and services. Rislin Talent application is a very cost effective and effective program and helped the team to improve the inbound and outbound telephone skills and product knowledge.

Step 4 - Faster and Better way to reach Customer Support using Rislin ucCallback

The other area of concern was the long waiting time. The team analysed the best way to address this. They can recruit more staff to reduce the waiting time. However this will impact on the revenue goal they have and additionally there are periods of time when the waiting time is very small. So they decided to use Rislin ucCallback. Rislin ucCallback is another Multi-Channel, Multi-Mode communication software allowing customer to leave callback requests when the wait time is long. Customer can also leave callback number via web or SMS. The introduction of ucCallback improves the customer experience tremendously. Agents are also happy as they can do a quick analysis of the user before they callback the customer. With several configurable options and features in ucCallback, the team could optimize the use of ucCallback to suit their situation very well.

Step 5 - Keep the customers informed using Rislin nNotify

The customer team now need to address the other major area of improvement. Informing, reminding, alerting customer about changes, announcements, payments, new offers, status updates etc. Rislin nNotify, which is another application in the Customer Service Suite does just that. It is also a Multi-Channel, Multi-Mode Notification Tool for customer service teams. With nNotify, the customer service team could upload the list in CSV file or from database and select the preferred choice of communication channel and that's it. With this simple and cost effective way using Rislin nNotify, the customer service team could inform, remind or notify customers about their upcoming payments, promotions or just about anything using their preferred mode of communication like email, phone call, sms, social media etc.