Digitize Those Defining Moments! LAMAtize the chats, texts, and twitters!

 


It’s an idea whose time has come

Life Lessons in the Call Center are very real.  Here is a quick story about how one company used their new Salesforce Program (NO I am not a Salesforce salesman) to save a very upset customer!  (I am always looking for defining moments on a phone call, email, or chat.)  THINK L-A-M-A, then call us.

Here is the story about how one call center discovered that a customer had contacted their company four different ways, in just one hour.  And Salesforce did all the work.  The CX manager was pinged with a customer issue, and when he put in the information, Salesforce created a list of all four contacts, and the text of those issues. (Could this happen to you?)  Here is what happened.

  1. The customer contacted the company by chat…and hung up after waiting.  Unsure of where the agent had gone.
  2. The customer tried chatting again – was still left on hold…hung up again!
  3. The customer sent an e-mail, and received a terse, yet accurate return response.
  4. The customer received a CX survey.  They proceeded to send it back, blasting the company for terrible service but a great product.

The Coach/CX Manager gave the original Chat Agent a pass…she was handling so many chats at once, and he thought the customer could have been a little more patient.  The Coach also gave the e-mail agent 100% for accurate information and a speedy response. Although the agent got good grades, the customer wasn’t happy.  Are […]