Single-Stop Customer Service
The never-ending Customer Support Interaction
How many times have you been on the end of what seems like a never-ending telephone call with customer service? Familiar isn’t it! You have a complex problem and one CSR shuttles you to another ‘senior’ resource who in turn needs a ‘manager’ with more discretion. By this time, you are just about ready to drop the entire thing!
Why Companies use multi-level support teams
To contain costs, many companies maintain multiple levels of customer service representatives; the majority are relatively low paid, low to medium skill employees who receive little training. Further, they are given little discretion to tackle unusual cases.
A very small number (perhaps about 10%) are the highly skilled and well paid employees to whom the tougher queries get escalated. Customers usually need to go through the Level 1 CSR before their problem is escalated to Level 2. This wastes time and irritates customers who do not understand why they must explain the problem to multiple people, or wait on hold until the level 1 CSR explains (or wrongly explains!) the issue to another CSR.
Using Technology to route Customers Instantly
With smart query technology, such levels are eliminated – a company can afford to hire a small number of highly qualified people since all the routine queries get answers retrieved from the Q&A database. Every customer who needs it is instantly directed to the right resource.
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