Hello, and Happy Tuesday!
Your customer service volume doesn’t have to grow with your sales volume. In fact, while your order numbers go up, your inquiries can go down.
I’m not talking about AI, as with AI, the customer outreach is still there. I’m talking about reducing the need for contacting customer service at all.
The best (and most efficient) customer service is no customer service because the organization has preemptively anticipated their customers’ needs and solved for them earlier in the customer journey.
In last week’s email, I shared the importance of tagging customer inquiries with the intent of taking action: requiring tagging for ticket completion, getting granular with issue types, and correlating tags with each SKU.
Using these tags, you can identify your biggest issue types, understand root cause, and brainstorm potential solutions. You’ll need support from other leaders and other teams to drive change, and this is where, for many CX leaders, things frustratingly come to a halt.
They’re not able to convey an impact that persuades others to take action, especially if that action seems like it may work against that team’s own goals.
In the CX world, we’re used to discussing impact through lenses like service volume and CSAT, but service volume means little to another department without context, and CSAT may not be a universal metric at your organization.
But if you can pair issue types with time or dollars spent, that is something every department understands.
Less Powerful:
“We received 50 tickets on this issue today”
“Customers with this issue average an 84% CSAT compared to the 90% average”
More Powerful:
“It takes a team member 8 hours a day to respond to just this issue, and if we continue as is, the business will have spent $52,000 a year solving it.”
Enjoy your day!
Kristen Szustakowski (she/her)
The CX Coach
kristen@tcxcoach.com