29/08/2022
Why through agent?
An agent is a representative who advises his/her client in a certain area of expertise. Agents represent athletes, writers, models, actors, producers, performers, and other celebrities. They help make their clients' successes happen. If the client doesn't do well, the agent doesn't survive.
1. Positive, empowered agents create happy customer experiences.
Being successful is fulfilling and connects agents to the larger purpose behind their jobs â serving customers.
2. They resolve problems on the first call.
Successful agents have the tools and knowledge they need to do their job well. Having access to the right information and easy-to-use tools helps agents knock down barriers to solve customer problems the first time around.
3. Successful agents are omnipresent.
They donât worry about HOW the customer reaches out, they worry about WHY. Their sole focus is âwhat can I do to best help this customer?âAgents have access to all the customer information they need without having to pick up their phone to dig through old text messages or call logs.
4. The customer experience is EASY.
High-performing agents problem-solve to make the customer experience as easy as pie. Customers want to put in as little effort as possible to solve their problems. Think about it: The customer purchases something from you with the hope that it will solve for a pain point in their life, not create a new one. It makes sense that if a problem does come up, they want to resolve it as painlessly as possible.
5. They deliver consistent customer experiences.
Successful agents are consistent. They deliver positive customer service experiences at every interaction, not just when you catch them on a day where they scored a free breakfast sandwich on the way to work. They squash the chance of buyerâs remorse by always delighting customers.
6. Customers get the training they need to find answers themselves.
Sometimes, customers want self-service. Nearly 58% of customers who call your company for help tried to find the answer on your website first. Successful agents will be empathetic and understand that no matter the level of service they provide, some customers donât want to be dependent on agents for help. So, successful agents handoff self-help resources to bump up the speed and quality of the customerâs experience next time.
7. Successful agents solve future problems, too.
The in-line training and contextual coaching successful agents get preps them to evaluate customer concerns and see future problems. Agents have feedback from that one time they talked to eg. Karma, and they realize example Sonamâs situation is set up to play out just like his. With the added context, they solve for other customer problems before they happen.
8. Your customers have friction-free experiences.
Omnipresent, effective communicators create friction-free experiences for customers. Agents are equipped (with insights, tools, and customer information) to make better in-the-moment decisions. So, customers donât have to wait long for a resolution or get misinformation.
9. Communication is easy and transparent.
Since agents have goals and metrics clearly defined, and they have regular check-ins with you, they know what it takes to effectively communicate with customers. They recap the issue for customer verification, then walk through the plan of attack to wipe out their pain point. Plus, they talk through the hard pains with ease â like predicted hold times or potential hiccups. Customers always have the right expectations up front.
So why not?
