In today’s digital landscape, providing outstanding eService is paramount for customer satisfaction, loyalty, and positive referrals. This commitment extends to all employees and distribution network partners. eService can be delivered directly through help desk agents or via self-service options available 24/7.
**Initial Contact & Preparation:**
Imagine a website where visitors can instantly connect with an agent via a “chat” button. The agent can then invite the customer to a personalized demonstration by sending an email or Skype invitation containing a direct link to a secure meeting room. Voice communication can occur via telephone or through platforms like Skype. Customizing the meeting room with your company logo and a branded screen saver enhances the user experience and fosters a professional atmosphere. When agents are unavailable, customers should have access to a library of pre-recorded assistance videos. This video library can be prominently displayed on the website’s eService portal or within the meeting room interface.
**Conducting the eService Session:**
Screen sharing is a vital tool during private demonstrations. Agents can use it to showcase software functionalities, share important documents, or present web pages. If necessary, a specialized technician or subject matter expert can seamlessly join the web conference to provide additional support. Furthermore, if a customer downloads a trial version of your software, they can share their screen with the agent, enabling real-time troubleshooting and guidance. To gauge customer satisfaction, consider implementing a brief survey at the end of each session.
**Follow-up and Continuous Improvement:**
Systematically recording eService web conferences, and then editing them to retain only the most relevant segments, facilitates the creation of a valuable audio-visual knowledge base. This library can serve as the foundation for e-learning training programs for your agents and a readily accessible self-service help center for customers. Utilizing comprehensive reports, service managers can monitor customer satisfaction levels daily, empowering them to proactively address concerns and drive continuous improvement within their team.