Understanding each of these challenges makes it possible to strengthen these aspects, to align them with the customer’s journey or route and improve their experience provide quality technical .
Employee knowledge and skills
More than 90% of companies base their strategy and compete based on the customer experience indicator, according to a Gartner study .
However, there is one metric that has a major influence on customer experience and that is employee experience . In the CGS study , 51% of respondents say that dealing with a lack of knowledge or skills is a challenge for help desk.
Henry G. Jackson, CEO and president of the Society for Human Resource Management , said, “Whether we are in good economic times or bad, in a period of stability or disruption, skills shortages are an ever-present challenge.”
It is a fact that employee expectations have
changed. A study by the Internet Association MX showed that emotional salary is increasingly important when deciding on a new job.
The new generations have different needs. Generations Y (Millennials) and Z (Centennials) consider professional development and the india telegram data work environment among the most important factors when accepting a job.
The lack of awareness or adaptation of companies to these employee expectations has made it increasingly difficult to at we put our alternative payment retain talent. The following graph from the same study presents the characteristics by generation, with regard to the world of work:
Optimized support processes
The second challenge, expressed by 49% of respondents, was to optimize the company’s support processes.
Technology is a key ally in the performance of businesses and companies today. The challenge is to ensure a balance between customer needs and expectations and the productivity of company processes.
The above, considering the risk of tool obsolescence. This risk is quite significant, because it can involve both the outdated processes with respect to the speed of technological advances, and the
outdated knowledge and skills of employees
Not having optimized processes is a limitation that hinders the experience for the support team and the customer. However, there are some quality technical support features, such as omnichannel, that can help you overcome this challenge, favoring response times and, as a consequence, the customer experience .
A study on omnichannel revealed that 64% of consumers expect real-time assistance, regardless of the customer service channel they use.
In line with current customer expectations regarding channels, availability and response times, tools such as chatbots, social media, WhatsApp aleart news Business and remote technical support software become highly relevant to the customer experience.
Self-service as a technical support challenge
The study reveals that developing self-service is the third challenge (46%). It also highlights the importance of doing so, because empowering customers allows them to solve some problems on their own.
For the client, it allows them to receive valuable information through pre-assembled resources, to solve simple problems and with the option of personalized consultations.