3 Concrete Tools to Make Customer Service Your Strongest Competitive Parameter

A valuable customer service team is proactive, personal, efficient, transparent, and understands the customers. They need to meet customers where they already are and have a good grasp of the internal systems. Yes, so far, so good.

But how? There are, of course, various tools in the toolbox that you can use.

Here are 3 suggestions to start with:

1. Customer Journey:

Map the customer journey and identify all ‘pain points’ and create solutions that eliminate them.

Compare the customer journey with data from your customer service to quantify your ‘pains’.

Develop concepts that address your customers’ top ‘pains’.

2. Involve Your Customers:

Interview a selection of your customers to gain insight into how they experience your customer service.

Can they see themselves in the customer journey? Present your concepts and investigate whether customers see that it will provide value and better service.

Consider holding some ‘co-creation’ sessions with your customers. Let them help create new customer service concepts that they feel will better meet their needs.

3. Data-driven innovation:

Look at what data you have available about your customers. And find out how you can use data in your new customer service concepts.

By combining two or more datasets, you may potentially discover trends and patterns in the data that were not previously apparent.

These new trends and patterns can be used to gain new insights into your customers’ consumption and interaction. You may potentially see consumption patterns that allow you to contact customers before problems arise.