Article | 2 min read

Agile customer service drives revenue

By Laura Shear

Last updated June 30, 2020

In today’s world of relationship marketing, it’s no secret that customer service is the key to customer experience. Offering customers access to top-notch customer service teams is a box smart companies need to check, no matter their size. The advent of new customer service tools makes an even stronger case for best in class customer service: Agile customer service can do more than save your company money—it can drive revenue.

In order to have agile customer service, companies need tools that enable things like quick response rates and multichannel support. Agile customer service tools move customer care from a “good to have” background function into the center of the action. New tools empower business in several ways. For instance, the ability to monitor your company’s customer service allows for important insights. Perhaps your customers are more likely to complete a purchase online after interacting via chat with a knowledgeable agent. It would make sense to move resources to hiring and training additional agents or increase access to existing agents before purchase. The ability to recognize what’s working well, and then build upon it, is one of the powerful advantages agile tools bring to customer service.

Another agile quality is the ability for businesses to streamline collaboration across diverse departments. Customer service agents hold valuable institutional knowledge—the challenge is unlocking that knowledge and sharing it with the right people. An agile customer service solution can provide information across departments. Companies can capitalize on the treasure trove of data in a myriad of ways, from implementing more targeted marketing campaigns and enhancing market research to increasing leads and lead conversion rates and decreasing pay-per-click.

When customers leave a game or app to seek information or help, the potential for lost revenue is very real. But how can this be avoided? Enter agile customer service tools, which allow for in-app chat sessions, so consumers get the answers they need in real time. This not only ensures customers literally “stay in the game” as they work through issues, it safeguards the all-important customer relationship by solving problems at the right time, in the right place. Agile customer service tools help support teams respond to unpredictability through iterative work cadences and ongoing feedback. Afterall, agile customer service is good customer service.

To learn more, access the Happy Customers, Happy Bottom Line eBook.