3 Tips For Enhancing Customer Service

1. Provide human-assisted service

Complex customer service requests and certain transactions require human involvement. Moreover, some customer segments prefer the human touch. As such, it is important for companies to hire and retain brand-aligned people for customer service.

2. Provide self-service

Self-service provides a great opportunity to further build your customer base. For example, sophisticated guided-help knowledge base systems and online chatbots modelled after the company’s multimedia advertising spokespersons can orchestrate self-service interactions with customers.

3. Use service metrics

A critical misstep in customer service management is the misalignment of service metrics. High-touch brands should not emphasize throughput metrics such as average call handle times.

Harvardbusiness.org