Creating the perfect customer experience throughout the entire customer journey is the pinnacle of a modern business approach. The role of your customer service team in this journey is not to be taken for granted. They make sure that your product or service completes and enriches your customer and that the outcomes derived from implementing your solution lead to business success.
Let's face it, if you drop the ball on this you will lose customers 😕, and we don't want that! That means that your CS team's product, service, and internal knowledge need te to be up-to-date!
Don't worry if you're not there yet.
With our guidelines for Customer Service procedures and processes, we are making sure of just that and you give your team the right asset to help your customer achieve their desired outcome.
Well-written, interactive service procedures increase customer satisfaction, increase agent engagement and retention, improve contact center metrics, and reduced costs
Although crafting a Customer Service SOP takes time, you’ll start seeing the results almost instantly.
When writing your procedures, we recommend starting with an overall structure first.
In Whale, you can structure your content in different structural layers.
We start from boards, the highest level to Libraries, playbooks, and most detailed content levels, cards.
Next, you should define what elements you want to document in each library. We recommend you create several playbooks per library.
Your people are likelier to adopt a short, focused Playbook over a long, complex, multi-faceted one. It’s also less overwhelming to tackle your SOPs in sections rather than all at once.
Examples of playbooks in customer interactions library are:
Once you have defined these elements you can start documenting your how-to’s and best practices.
Reaction action is the measured reaction/evaluation of how your employees felt about the training or learning experience. You can do this by actively ask what they think works well and what you could do better. With Wale we let employees comment on the different training materials so the experts can improve on it.
Training evaluation is the measurement of the increase in knowledge – before and after. Are there fewer questions after you implemented that highly demanded playbook?
If not, back to the drawing board!
The behavioral impact is the extent of applied learning back on the job – are the participants actually doing anything different after you launched the new training & knowledge material?
Business impact is the effect on the business or environment by the participant as a result of the use of your knowledge management system.