For customer service representatives, inadequate technology and processes are two major aspects that limit the effectiveness and level of customer service. This causes a lot of frustrations. It is one of the findings of recent research pegasystems among 7.000 consumers, 1.900 decision makers and 3.600 service employees.

 

While 84% of respondents rank resolving issues quickly as one of the top four factors for great customer service, speed isn't the only factor that counts. The top four factors also include availability of the most relevant information (70%) and good, intelligent guidance during the conversation (61%). Nearly half (48%) rate skilled employees as one of the most important aspects of customer service.

Four to twelve different applications daily

More than a third (34%) of employees say they do not have the right technology to provide optimal service. 38% of respondents use four to twelve different applications every day at work. This makes it difficult to respond quickly to customer questions, find customer information and provide solutions. It is important for these employees to have tools that enable them to work faster and more effectively. 43% say they would work more effectively if they had an overview in which all correspondence and interaction with the specific customer is bundled. A third indicate that the uniform presentation of customer data across all channels also contributes and a quarter (26%) believe that it would be more effective if the system automatically indicated the best follow-up option for the customer case.

Continue data source of irritation

The course below customer service staff is high. That's not surprising, according to Pegasystems, as only 19% of respondents report low levels of frustration at work. In contrast, 40% of respondents say they are frustrated with the transfer of customers to other teams and departments. 28% say they experience frustration when they have to manually enter the same information in different places. A quarter feel frustrated when they have to ask customers for information that has already been provided (through another channel), as well as when they have to log into multiple systems.

A quarter still uses fax

Two-thirds of respondents say smart chatbots and virtual assistants help speed up processes, allowing them to focus on things that require real human work. 62% think this technology would make their job easier and 60% think chatbots and virtual assistants will only complement and enhance customer service professionals in the future. Just over a third (35%) of customer service representatives say customers can contact the organization through social media, 21% offer online chat as an option, and only 9% currently offer chatbots. What is surprising is that a quarter (26%) still use fax as a communication channel.

The report 'The good, the bad, and the ugly: 2019 global customer service insights' can be requested from Pega.

Human Resources pegasystems