Solving customers’ problems is table stakes in the technology industry: customers simply expect field techs and service reps to, for example, be able to install or repair equipment. It’s hard to dazzle customers by fixing something really, really well.
It’s even harder to wow customers when they don’t even realize that they’ve been helped. Field technicians pride themselves on stealthily and quickly resolving customer issues. And, they may feel like they’re bothering customers if they engage them in conversation, so they typically focus on getting in and getting out of a customer’s home or office as quickly as possible. But these problem-solving ninjas miss a key opportunity to build a stronger rapport with their customers. As a result, their employer’s customer experience metrics likely either stall or drop.
If your field techs and service reps aren’t building relationships with customers while they’re on the phone or on site, you’re losing opportunities to convince customers to renew their services, sell additional products or services and ward off competitive threats.
Customer Experience Best Practices for Technology Companies
To exceed expectations and deliver a customer experience that creates a positive defining moment, customer service reps have to reach customers on two distinct levels—personal and professional—in every touchpoint.
In our global survey of 5,500 consumers, we learned that customers have two needs. First, they have business needs for products, services and issue resolution. But they have another set of needs that often go unaddressed during service interactions: their human needs for respect, understanding and individual attention.
Many organizations train their service teams extensively on the technical side. But they don’t focus on the soft skills that address the four critical expectations that customers have of their interactions with front-line employees:
- Respect: Customers expect caring, individual attention in all interactions
- Simplicity: Customers want to know about the high-level steps required to meet their needs, not about complex processes or details of internal business activities
- Solutions: Customers expect employees to make an honest effort to resolve or help them resolve their issues, whether by correcting mistakes, offering options or flexing policies
- Responsibility: Customers expect organizations to deliver what was promised
When organizations upskill their service teams with the soft skills that address these expectations, they empower their reps to make good decisions and equip them with the tools they need to go above and beyond to help their customers. As a result, customers perceive that organizations are overdelivering on their customer experience expectations and deepen their loyalty to the business.
Technology Companies Rely on Service Ready Training to Deliver a Memorable Customer Experience
Leading global technology firms in fields including software, technology systems and devices and communications enroll their service reps and managers in Service Ready training to teach them how to apply the customer experience best practices that will improve their customer experience strategy. These organizations typically enroll their service teams in one or more of these courses:
- Service Ready for Technical Support
- Service Ready for Diagnostic Troubleshooting
- Bridging Service Into Sales
After implementing Service Ready training for roles including tech support specialists, field service specialists, customer service agents and client success managers, tech companies have seen gains like these in their customer experience metrics:
- A healthcare technology company increased its first contact resolution by 5.7%, decreased its service escalations by 5.7% and reduced service recovery escalations to the loyalty department by 62.1%
- A marketing technology company raised its customer satisfaction (CSAT) score by 11%
- A hardware and software manufacturer improved its CSAT by 3% and saw a 15% decrease in escalations
- A large tech conglomerate serving various legal and business industries improved its CSAT scores by 15%, increased its timeliness by 8%, raised its first call resolution by 23% and increased the number of calls resolved within 24 hours by 9.3%
- Another healthcare technology company strengthened its Net Promoter Score by 12 and decreased its escalations by 66%
- An enterprise software company accelerated its time to resolution by 38% (from 18 days to 11 days) and increased its same-day closures by 8%
Service Ready customer experience training gives technology service reps the tools they need to deliver a customer experience that wins the minds and hearts of their customers. Contact us to sign your service team up for Service Ready today and be the organization that starts overdelivering on your customer experience promise.