Every now and then, Superheroes face obstacles that may seem insurmountable. But they always have that ultra-powerful tool in their arsenal which makes them invincible. That might be Captain America’s shield, Wonder woman’s lasso or Agent CX’s Tech Stack.
For customers looking for meaningful engagement with the brands, your CX agents on the frontlines are usually the ‘face of the company’. If a business wants to keep customer attrition at bay, having a solid customer experience strategy backed by a powerful CX tech stack should be not just a goal, but a top-priority.
This includes eliminating any communication barriers that may impede agents’ performance. Read on to find out the most common challenges (and their solutions) faced by CX agents:
Challenge #1 - Dealing with surge in customer support queries
Long wait-times only serve to upset already-irate customers. Businesses need to empower agents with self-service tools that help them access required information with ease.
SOLUTION
The Yext Search app for Freshdesk supercharges CX team’s efficiency and drives faster case resolution by centralizing all support data and serving direct answers to agents. It automatically populates the agent's search experience with the ticket subject line and uses natural language understanding to interpret customers' intent and deliver contextually relevant direct answers for agents.
Challenge #2 - Capturing actionable insights from customer data
With rapid infusion of data-enabled services, it is crucial that businesses not only capture relevant data at all customer touchpoints but also deploy tools to extract strategic value from that data.
SOLUTION
You can turn your data into actionable insights by integrating Freshdesk support portal with Google Analytics. Using the analytics platform, CX team can analyze customer behavior within the portal to understand what they want. This enables agents to fine-tune support content and serve relevant, easily-accessible information to the customers, therefore improving customer experience.
Challenge #3 - Fetching customer history for contextual support
An agent juggling multiple windows to retrieve contextual info while on a support call and customers having to repeat their details while switching channels does not lend itself to being positive experience for either of the parties involved.
SOLUTION
The Amazon Connect integration provides relevant context to agents in terms of previous chat, call or ticket histories raised in Freshdesk so that they can have more contextual and effective interactions without requiring any manual intervention and tedious, repetitive lookups. With this app, agents can consistently deliver a winning customer experience in a quicker and more efficient manner thus freeing up valuable resources that can be allocated to help more people.
Challenge #4 - Eliminating silos and boosting collaboration with internal teams
What is better than a single agent working towards resolving a support ticket? Different CX team members coming together and collaborating seamlessly to solve customer issues quickly.
SOLUTION
Slack’s team collaboration capabilities can facilitate and streamline cross-team communication by introducing a unified messaging channel. This ensures that whenever there’s a new ticket on Freshdesk or if there’s an update to an existing ticket, all the concerned stakeholders are in the know at every step of the way. What’s more, agents can stay on top of their ticket queue and receive notifications without having to leave Slack. No more constant switching between tools!
Challenge #5 - Closing customer feedback loop
Closing the feedback loop is just as important as capturing customer feedback. In addition to helping C-suite make informed decisions, CX insights from reviews will also equip support teams to optimize their processes.
SOLUTION
Delighted’s integration with Freshdesk leverages automation to simplify feedback collection and follow-up for your support team. App can automatically close the loop by triggering CSAT surveys and sync responses back to the customer record. Agents can instead focus on addressing customers queries and rest assured that valuable feedback will be captured after every customer interaction.
As they say, good EX makes great CX. Freshdesk has over 1000 integrations on the Freshworks Marketplace that businesses use to extend support capabilities and delight customers as well as agents.
Empower your agents to be ‘Super Agents’ who consistently deliver great customer experience and turn every CX challenge into an opportunity.