At RiverStar, we believe that every customer interaction is fundamentally a process with a very specific objective. Objectives may stem from customer requests — such as billing inquiries or troubleshooting — or company outreach — such as customer satisfaction surveys or upselling. By creating processes around these tasks, you are ensuring consistency and efficiency in your customer service operations, thereby increasing customer satisfaction.
A process is nothing more than a sequence of logical steps that help you achieve an objective. It can be very simple or very complex, but regardless it should follow a structure, taking the customer from introduction to resolution. As the customer service provider, it’s up to you to make sure the results match the objectives as closely as possible.
For example, Blue Casa Communications needed a more efficient process for addressing customer issues. While the information that agents needed was readily available, the multiple systems could be cumbersome to navigate. Blue Casa sought a process-based tool to ensure consistent customer treatment, triggered by rule-driven dialogs that guide agents through addressing customer needs. RiverStar worked with Blue Casa to develop a solution that helped the telecommunications company increase first-call resolution by 25 percent. By creating a process with consistent steps and an integrated system, Blue Casa was able to resolve more of its customers’ issues quickly and easily on the first try.
RiverStar solutions make it easy for you to implement processes for your customer interactions that can evolve over time. We can help you integrate your systems so that they deliver the information your agents need when they need it. We can implement logic and rules that eliminate the need for agents to ask customers for background information on every call. As you gain a better understanding of how the process is impacting your customer service and identify new opportunities for efficiency, you’ll have the ability to enhance and customize the solution even more.
Contact us today to learn more about how we can help you add consistency and efficiency into your customer interactions using a process-based approach.
