Customer service, IT and other teams have experienced a massive switch to working from home and remote assistants . As a result, the acceleration towards collaboration and remote services has increased exponentially. 86% of Dutch respondents indicated that the workflows and processes of their service teams have changed. 82% have changed their policies to provide more flexibility to their customers and 78% of decision makers have invested in new service technology to better meet the needs of their service agents and customers. In this blog post, we look at how employees deal with these changes and provide tips on how to support them.
Service employees working from home are often positive about their services More than two-thirds of service employees are generally satisfied with the quality they can provide, despite not being in the store, office or call center. In the Netherlands, 80% of service employees indicate that they can access all the necessary data and information from home. representatives worldwide Israel phone number list agreed with the following statements: This shows that high-performing teams are more likely to report that they can use the technology and information they need to do their jobs effectively, no matter where they do it. Providing service agents with the technology and home-working capabilities that enable them to deliver an exceptional customer experience translates into concrete, measurable benefits for the company.
When the service managers at VIZIO (a major player in HDTVs and soundbars) heard that a lockdown was imminent, they realized they had to act immediately. VIZIO needed a solution to keep all 380 service employees working and continue to support more than 70 million customers worldwide. In 2019, the brand had already switched to a new customer service console with a convenient display of all necessary information, an intuitive interface and an integrated knowledge base. As a result, the employees were also able to quickly solve their customers' problems from home. VIZIO's service managers have proactively set up home working environments.