Providing customer with seamless and enjoyable support experience is important in terms of serving customer effectively and distinguishing companies’ brand from competition. Unfortunately, there’s still a wide gap between aspiring to be it and achieving it.
Customer did what was told and forward the email to customer service to acknowledge the termination of service. Then , an email was received from customer service indicating that the case was resolved. After which, an email from sales was received indicating that termination of the service was acknowledged.
Finally , another email was received from the billing department providing the invoice with termination indicated.
We have a simple story to share about a disjointed customer experience encountered:
Customer called in to request for a termination of aservice. Being directed to the billing department, an agent informed her that they will send her an email for the request.
When she received an email from the billing department, she was asked to forward the termination request to customer service (Email address was stated for her action)
Customer did what was told and forward the email tocustomer service to acknowledge the termination of service. Then , an email wasreceived from customer service indicating that the case was resolved. Afterwhich, an email from sales was received indicating that termination of theservice was acknowledged.
Finally , another email was received from the billing department providing the invoice with termination indicated.
To pen the process down:
In a day, customer had 1 call and 6 emails (routing from billing department to customer service department to sales department and back to billing department.)
Question: Could it be better to be done with 1 call and 1 email acknowledgement?
One of the reason this could happen is the lack of integration between support systems. With technologies evolving, companies add channel support like a piecemeal fashion. These new support systems added complexity to the business. Although these fragmented approach to customer support could has been intentional to ease customer, it has make it difficult for agent to streamline process. Resulting in more hoops to get problem resolved.
What lies at the heart of many customers is simply frictionless. No customer would want to go the extra step to fix problem, or to repeat things already communicated. One of the best kind of experience is one in which agent can meet their needs or solve their problem effortlessly.
Make it easy for customer at every point of the customer experience!
Nothing complicated about that, but it’s a point that many service providers miss: Technology should make things more convenient and not the other way round.
