customer service complaints

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Top 7 Customer Service Complaints & How Omnichannel Customer Engagement Can Resolve Them

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Complaint #3

Being Transferred from Agent to Agent

“It’s so frustrating being transferred from agent to agent before finally connecting with someone who could actually help me.”

In the same way that customers don’t want to wait in a long line, they also don’t want to feel like a hot potato; Passing a customer around prolongs the road to resolution and makes them feel like your customer service wasn’t designed to take their issue into account.

Many companies have a huge design flaw in their CX journey, and it’s that handoffs are taken for granted as an unavoidable part of the job. The status quo in customer service dictates that it can take a few jumps to get customers where they need to go, so team leaders often throw their hands up in defeat. Handoffs are just an occupational hazard, right?

The truth is that every handoff between agents runs the risk of upsetting your customer. And most handoffs occur because existing CX infrastructure funnels customers to a department or agent that can’t handle their requests. The top reasons why these misdirections occur are:

Miscommunication with initial agent/touch point: Whether through an IVR, pre-chat survey, chatbot, or agent, sometimes the wrong question is posed, or the wrong options are presented to the customer. This can misdirect them down a rabbit hole of endless transfers.

Broad and static IVR categories: Giving customers a broad range of departments to choose from sometimes confuses them as they aren’t familiar with your departmental structure. If they choose incorrectly, they may have to start back from square one.

Lack of intelligent routing features: If your channels do not have features that automatically factor in customer data points, you’re leaving too much up to individual agents, and therefore too much room for error.

The bottom line: customers don’t know your internal processes and shouldn’t have to.

There are reasons why your departments are structured the way they are, and why certain agents have different permissions. But it is crucial to understand that from a customer’s point of view, your internal structure is opaque, and frankly, getting in their way. Your departmental structure doesn’t stop customers from expecting you to anticipate their needs. At the end of the day, it’s your job to guide them to a resolution. For this reason, you need a CX infrastructure that leads customers directly to where they need to go, with minimal effort possible.

Solution

With omnichannel support, you can set up highly-targeted variables to route customers to the appropriate channel. Omnichannel support has intelligent routing capabilities that direct queries to agents or departments best positioned to resolve the issue at hand with little or no effort from the customer. This is achieved through sophisticated rule-based automatic routing, which can be informed by:

  • Location
  • Channel
  • Webpage visits
  • Product
  • Account data
  • Pre-chat surveys
  • Agent skillset

All of this is conducted before the conversation even begins, swiftly assessing different data points to automatically route them to an agent who can best serve the customer’s needs.

Imagine the following scenario:

Susan recently upgraded her department’s business software account, but needs help taking advantage of new features. She logs onto the company’s website and starts a live chat. Instead of having to explain herself to a random support agent and get passed along the Top 7 Customer Service Complaints & How They Can be Resolved with Omnichannel Customer Engagement 13 handoff train, the omnichannel support system recognizes her account and automatically routes her to an assigned account manager. This account manager is the sales representative that helped Susan make her initial upgrade and is already acquainted with Susan’s needs.

In the event that agents still need to conduct a handoff, the transition is far smoother because the agent has all the relevant account information right in front of them – which leads to the next common complaint

Pro Tip

For more information on how to structure a seamless customer journey across channels, read our white paper Customer Engagement 2020: Why the Digital Journey Changes Everything and How to Keep Up.