So your company is growing – congratulations! This is an important time in your company’s life. It’s very common for businesses to face a dip in quality as they get bigger. When you’re a tiny “mom and pop store” it’s easy to know all your customers by name and deliver excellent personalized customer service.
Now you’re faced with bringing in new staff who might not have your same commitment to your brand. Scaling your customer service team takes some forethought and organization, but you can do it without sacrificing quality. First and foremost, choose to make customer service a priority. Everything else flows from this decision. Hire the right people and give them the right tools so they can deliver their best.
Just remember – automate systems, not relationships. These tools are intended to make connections easier and take the burden of repetitive tasks from you and your staff, not replace the personal touch that comes from your agents. Good quality assurance software lets you maintain your standards for excellence throughout the scaling process.
Quality Assurance (QA) Software
Your QA software should easily and seamlessly integrate with your CRM, whether you’re using multiple platforms or just one. It allows you to keep an eye on all your customer communications so that you know when things are going well and when they need improvement.
Monitor individual staff members to see how well they’re doing, and make sure they are fostering the consistent high-quality interactions that lead to customer loyalty and long-term relationships.
Playvox quality monitoring software integrates with popular CRM platforms, such as Zendesk, Salesforce, Talkdesk, LiveChat, and more. Get rid of spreadsheets and do all your QA work on one integrated platform.
Find customer interactions. Coach agents that need to improve in certain areas. Create learning sessions to educate your customer service team. Use motivational tools to reward high results, and track all of your team's performance over time.
Customer Relationship Management (CRM) Software
There are many software systems you can put in place that will make your job easier. Cloud-based systems don’t need to be installed. All you need to do is log in and go. Take a moment to think about which service options you use the most – email, phone, chat, social media? Then pick the CRM that suits your needs.
This well-known customer service and ticketing software has helped companies such as Uber and Airbnb scale up to the globe-spanning enterprises they are today. Zendesk provides support for your website, email, telephone, social media, and live chat options. It also supports time-saving automation such as triggers (which perform actions such as notifying other team members) and macros (which insert blocks of text into messages that your agents can modify to suit the situation).
Quality assurance for Zendesk lets you measure customer satisfaction and compare the results of different trends and policies, showing they affect your company.
This is a top CRM platform for service, sales, and marketing. It allows you to send out personalized messages on your channel of choice, so you can keep that human touch while scaling your team. Salesforce lets you run all your customer-contact operations, including sales and e-commerce platforms, from one central location. With the addition of quality assurance for Salesforce you can wrap everything up into one tidy package.
This call center software gives you an intuitive user experience that makes it easy to install. You have a choice of out-of-the-box integrations, APIs, and AppConnect. Connect Talkdesk to your other tools with one click and easily synchronize data.
This software has a variety of features that allow you to set up your incoming, outgoing, and agent-to-agent calls just the way you want them. Advanced routing systems let you match calls to the agents best able to handle them. There’s even a new feature that automatically reconnects the customer to the same agent in the event of a dropped call.
To maintain QA for Talkdesk you need software that allows you to see areas where your staff need improvement, then efficiently integrate solutions.
LiveChat provides fast, easy-to-use chat applications for your website. Serving businesses, such as Ikea and PayPal, around the world, this efficient customer service platform lets you talk to customers on the spot when they need help. QA for LiveChat is easy to monitor, since the customers grade the interaction at the end of each chat.
Social Media Management Tools
In our increasingly interconnected world companies can live and die by their social media accounts. Your agents are handling customer issues while the whole world watches.
This social media management system lets you handle all your social media in one place. Even platforms that can easily become overwhelming due to the sheer volume of messages, such as Twitter, can easily be managed.
Hootsuite has a reporting system that lets you easily calculate your social media return on investment (ROI). You can search social media platforms in many languages by keyword, hashtag, and location to find out what people are saying about your company.
Sprout Social has a history lookup feature that allows you to personalize customer interactions. It’s easy to communicate with other team members through notes only you can see. This platform also has monitoring, publishing, and engagement tools that can be tailored to you depending on the size of your business.
As your team grows larger you need more flexible and powerful communication tools to meld into an efficient whole.
Slack provides easy and private communication for your team. Searching through past conversations is simple. You can also add and remove team members, allowing targeted access to information.
This Microsoft application gives you easy and free communication all across the world. Most people already have it on their telephones and computers, so no new downloads or installations are necessary. Talk and video chat with outsourced and traveling team members. You can also route your calls through to any device from the same Skype number.