Transera contact center customer service

1. Remembering the Customer
In Contact Center Customer Service

2. For Contact Centers to Succeed
They must serve customers at
EVERY STEP OF THE INTERACTION
With the business.

3. Offering the best possible customer service will always be the most important
aspect of a contact center and should be the focus of every business
initiative.
For Contact Center Success

4. Offer Consistency Across All Channels
Always respond immediately!
• Chat
• Email
• Call
• Social Media
Chat
Email
Call
Social Media

5. Know Best Practices
All management and employees should be familiar
with company standards.

6. Customer Calls
• Answer within two rings
• Greet the customer
• Provide their name
• Provide the name of the company
• Ask how they can help

7. Smile; It Makes a Difference!
It reminds the agent to speak in a polite and
pleasant tone.

8. Don’t Interrupt
• Listen
• Empathize with frustrations
• Do everything possible to resolve before escalating

9. Do They Want To Wait On Hold?
Before transferring, find out if the customer would like
to wait or be called back.

10. Follow Up
Follow through and find out:
• Has the customer been called back promptly?
• Was the problem resolved?

11. Customer Emails
• Respond immediately
• Avoid scripted responses
• Use a casual tone
• Strive for natural, conversational writing

12. Customer Chat Availability
Should be on every page of the website.
Not too:
• Noisy
• Bright
• Obnoxious

13. Chat Communication
1. Greet the customer
2. Introduce themselves
3. Ask how they can help

14. Add a personal touch!
Add the agent’s photo to the chat – it makes the conversation seem “more” real.

15. Proactive Chat: Use With Caution!
Automatically initiated chat popups can make
customers feel bombarded.

16. Read The Signs
A customer may appreciate proactive chat with they are
browsing:
• CONTACT US pages
• FAQ pages

17. Social Media Interactions
Customers may post on a brand’s social media page
OR
About the brand on their own personal page.

18. Respond!
Customers post on social media because they want a response!
This Helps:
• Build a relationship with the poster
• Increase visibility with potential customers

19. Social Responses
• Reply quickly
• Be genuine and honest
• Move complicated issue conversations to direct messages

20. Empower Your Employees
Person-to-person interaction is much better for:
• Building relationships
• Endearing customers to a brand
• Encouraging repeat customers

21. Assign Agents To A Channel
They should be well-versed in all communication
channels, but consider assigning based upon their
individual strengths.

22. Reward Employees
Encourage employees to listen and help rather than
trying to close a sale or complete an interaction.

23. Act on Insights
Surveys can be delivered:
• Appear automatically after a chat conversation
• Emailed
• Texted
• Via phone call

24. Analyze Feedback Immediately
Unresolved concerns should be acted upon as soon as possible.
Unhappy customers should be called.

25. Use Performance Reports
Contact center optimization programs can help gauge satisfaction and pinpoint areas
that need improvement.

26. Focus On Relationships
The best customer service is not about simply solving
problems or processing a sale.
THE BEST CUSTOMER SERVICE IS ABOUT
BUILDING RELATIONSHIPS.

27. Technology Helps
Customers are more likely to purchase from a company they feel they know and
trust.
The right technology can help contact centers focus on customer relationships
and turn customers into brand advocates.

28. The Right Tech
An omni-channel, analytics-driven contact
center allows companies to offer the best
service across channels.
It helps them understand how that service is
effective in:
• Engaging customers
• Ultimately increasing sales

29. A New Era Of Contact Center
Performance Optimization
Transera provides real-time visibility, predictive
and descriptive analytics, and on-demand control
of contact center operations across channels and
sites.

30. About Transera
Consumer-facing contact centers rely on Transera to improve:
• Agent productivity
• Agent performance
• Sales
• Customer retention
• And overall experience

31. Get Started!
To get started managing your call center using the Transera visit:
http://www.transerainc.com/products/salesforceapp/
or call 1-800-727-0766