Customer Service Tools: Quit Procrastinating and Learn the Technology

Anyone who has tried to figure out how to use a new piece of technology right out of the box knows how frustrating the process can be – it can take weeks or months to fully comprehend the best way to operate some of the more complex devices offered on today’s market.

Unfortunately for business leaders, the same principle applies to the adoption of customer service technology, and it is up to them to effectively and efficiently train their staff members.

With the world of e-commerce service in constant flux, how can decision-makers ensure that support representatives are always up to date on the latest software and best practices?

According to a recent article from ClickZ, knowledge is power when it comes to leveraging new live help technology and getting the most out of its features.

Decision-makers are too content in adopting a “we probably won’t use all of the functionality we’ve invested in, but it’s nice to know we’ve got it” mindset, and that a more proactive approach to understanding the intricacies of a customer service technology solution is key to achieving an impactful, long-term return on investment.

Related article: Online Retailers Strive to Overcome Integration Challenges

To truly take advantage of a new service, business leaders must realize that half-baked adoption methods will not suffice in an era where even the slightest competitive advantage can make a tangible difference on the bottom line.

Going all in on new customer service tools

While it may be far-fetched to assume that every component of a solution can serve to better a business’ e-commerce service operations, Clickz suggested a few ways that decision-makers can ensure they are at least getting their money’s worth when it comes to leveraging new technology.

Much of this process should take place before a dime is spent on the service, as a clear vision of a call center’s shortcomings must be the guiding force in any technical overhaul. Without a complete understanding of how operations can be improved, business leaders will likely find themselves lost once they open the proverbial box of their new software and realize they may have made the wrong decision.

In addition to carefully selecting a piece of technology, leaders must also realize the importance of training as a part of the implementation process. A live help solution is only as effective as the people using it, and Clickz mentioned that while on-the-job learning is helpful, it does not tend to be enough in most cases.

As technology changes so rapidly, businesses must embed training programs into their strategies to keep staff up to date on the latest software tweaks rather than scrambling to make sense of changes that seemingly occur out of the blue.

Setting standards helps reps thrive

If a solution does turn out to be the right fit for the job, decision-makers must thoroughly convey to their staff how the new technology should be used in the context of their overarching mission.

A recent article from Forbes stressed the importance of customer service standards in the digital age, and training is a large part of setting a strong precedent in this respect. Live support software can only reach its full potential when users have a clear set of standards in mind and feel empowered, not impeded, by the technology.

They recommended that leaders do not merely lay down service guidelines without going into any further detail – representatives tend to adopt standards more completely when they understand the reasons behind them and how they fit into the big picture of the organization.
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This article originally appeared on the LiveLOOK blog, and is reprinted with permission.

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