Customer Experience Insights

A need to scale is one of the best problems to have as a business. You’ve grown so quickly that your team needs extra support, and fast. But despite the general consensus that you need a larger customer service team, you’re struggling to do it with the budget you've got. Luckily, you can scale your current team's productivity and delay the need to hire new colleagues. We’re going to talk about how you can maximise efficiency with tactics including integrations, automation, and self-service customer support.

If you’re a growing business looking to differentiate in the market, this is your opportunity. To set your business apart, create a customer help centre that does more than tick a box. Go out of your way to design something that truly helps customers get their answers easier and faster. Creating a support centre and optimising those pages is about streamlining. Make it effortless for customers to get a fast, accurate answer to their specific question. The best support pages focus on answering questions and providing a great customer experience, rather than deflecting volume.

Surviving peak boils down to two main objectives: reducing the number of inbound messages you get, and making sure your team is resourced properly. Moving conversations to new channels will help you meet both goals. We’re going to talk about how to make your peak season easier by moving contacts to faster, cheaper channels like web chat and social media platforms (which, spoiler, customers actually prefer). We’ll discuss how to pick which channels are best for your customers, and share tips from our experience with multiple large online retailers over peak.

First contact resolutions (FCR's) are exactly what they sound like – those rare queries you solve in the first interaction. They're the gold standard of customer service because they’re so difficult to achieve. But improving your FCR is a tried and true method of improving customer satisfaction, so they can’t be written off as too difficult to achieve and ignored.

Automation is an integral part of our customer service operation. But, prior to using Workplace, we hadn’t turned this expertise towards our internal comms. Workplace offered the ideal opportunity to change that. The platform’s messenger service, WorkChat, has embraced chatbots as enthusiastically as Facebook Messenger. We have valuable time back in our work day thanks to integrations with our WFM software, and our CS platform. Find out how this can benefit your business.

Automation is the future of customer service, and chatbots are leading the charge. They help cut costs, enable faster solutions to customer queries, and facilitate better customer experiences (CX’s). Knowing how to make a chatbot is an essential skill for a customer service contact centre to survive.

We’ve got hard evidence of the inefficiency of email. We were sending 665,000 emails per annum – which works out at an incredible £332,500 worth of time spent managing email over the course of a year. In this blog we’re going to explore the impacts we experienced when we replaced email with a corporate social network – Workplace by Facebook.