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.
- The customer contacted the company by chat…and hung up after waiting. Unsure of where the agent had gone.
- The customer tried chatting again – was still left on hold…hung up again!
- The customer sent an e-mail, and received a terse, yet accurate return response.
- 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 […]