Bringing the Love Back to Customer Service Teams

customer service

With Valentine’s Day in our midst, love is in the air — at least that’s what Hallmark wants us to believe. But being a part of a customer service department isn’t always as sweet as chocolate and roses. The current digital age has given rise to a new kind of customer — one that demands a more personalized, responsive and around-the-clock experience. With resources already stretched thin, these expectations can be a lot for organizations to live up to. This is exceptionally challenging if your customer service department is still heavily reliant on outdated and manual business processes.

Do the daily activities of your customer service representatives (CSRs) include performing repetitive, low-value tasks like entering order data or constantly managing issues caused by old and/or complex technology? The reality is it doesn’t matter how good or bad they are at their jobs — it’s still a lose-lose scenario because no added-value is being created. It’s the business equivalent of spinning your tires.

If the people in customer service are set up to fail you can’t try to change the people — you change the setup. By addressing the root causes of low staff productivity and satisfaction, order processing automation is a highly effective tool for accomplishing this because it:

  • Increases employee engagement. With manual data entry no longer taking up huge chunks of time, CSRs are free to do activities that involve actually serving customers. So, they are able to be better at their jobs, plus, the tasks they’re performing are more critical to the business as well. Handwritten Valentine’s cards: sent!
  • Enables performance-based rewards. A good automation solution comes equipped with customizable dashboards that allow managers to use Key Performance Indicators and other metrics to identify and reward top-performing CSRs. Extra sweet treats for you!
  • Gives staff members more mobility. Today’s customer service people have a lot to juggle, which puts a premium on convenience and accessibility. The cloud-based nature of order processing automation solutions addresses this by allowing employees to work remotely if needed, sending their love from any location.

Valentine’s Day is just as good as any to show customer service some love. Add value to their career, reward and acknowledge their performance, and give them the flexibility they crave. If you’re ready to learn more about engaging the whole department, download the Customer Service Workbook.

Colleen Reddy

As a Solutions Marketing Manager at Esker, Colleen understands exactly how the pains of manual processing and paper affect business professionals. Focusing on accounts payable, sales order processing and cloud faxing, Colleen brings tips and tricks on how to improve document processing and workflow in your company.

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