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Customer Service Improvement Strategies with Assembled

Forecasting, scheduling and realtime analytics all in one place.
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Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Optimize events
  • Manage schedules
  • Generate schedules

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Analyze team productivity

Build a holistic picture of how agent activity translates to team outcomes whether it's for coaching, planning, or operations.

Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Swap shifts
  • Manage schedules
  • Generate schedules

Empower your team.

We provide your whole team visibility into schedules and performance so that everyone shares ownership in success.

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Sync schedules into or out of Google Calendar

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View schedules in Slack

Integrate with one click.

Works out-of-the-box with Zendesk, Kustomer, Intercom, and more. Easy and secure authentication via OAuth.

What do our customers love about us?

We have a much clearer sense for where our time is going

Customer Service Improvement Strategies

In this new era of information and technology, customers are even smarter than ever. They care deeply about where they spend their money, and who they give their money to. Therefore, all companies have a newfound need to prioritize customer service. However, far too many companies out there simply do not care enough about the customer service that they provide -which is why it is so incredibly important to look at some of the top customer service improvement strategies. When looking at innovative ideas to improve customer experience, there are a few key examples to keep in mind.

First things first, all companies need to care enough to make sure that they improve their customer service skills. In order to do this, it is critical for them to first take a look at every touchpoint. Businesses need to think about everywhere that employees interact with potential customers. Too often, businesses will think that these interactions only take place when a customer is buying something; however, this is simply not the case. First impressions count, and businesses need to take steps to make sure that these first impressions are positive.

Secondly, it is vital for businesses to make sure that their reps are engaged. Businesses have to ensure that their customer service representatives are both friendly and knowledgeable. When companies care enough to train their customer service representatives, this is going to be reflected in the manner in which they speak with the customers themselves. Also, remember that the manner in which businesses treat their customers is often reflected in how they treat their employees. These two points often go hand-in-hand.

And finally, businesses also need to make sure that they are giving their customers a way to provide feedback. When companies provide a way for their customers to provide feedback, they are letting their customers know that they care about what they have to say - and this can go a long way toward improving the sense of loyalty that customers feel toward certain businesses.


Customer Experience Examples

Knowing the meaning of customer experience is critical, because this is going to be a great help in determining whether the customer is going to come back for a second visit or not. Therefore, it is important to develop an action plan for improving customer satisfaction. To help with this, it is a good idea to take a look at a few customer experience examples. One of the top customer experience examples to keep in mind has to do with wait times. For example: when customers are calling a company to ask for help, they will often spend a tremendous amount of time simply waiting for someone to pick up the phone. Thus, companies need to take steps to reduce wait times. This could include:

  • Making sure that employees are specialized in helping certain customers to deal with specific types of complaints.
  • Hiring more employees to handle more calls, therefore reducing wait times.
  • Training employees to deal with customer issues more efficiently.

On the other hand, there are also other customer experience examples that demonstrate superior customer service. Particularly in the case of businesses that are trying to provide outstanding service, they might want to provide a white-glove service instead. When using a white-glove service, there is an expert who is there to walk the client through the process during every step of the way, making sure that they get the most out of their experience with the company. This is one of the top customer experience examples out there.


Customer Service Strategy

In order to truly improve the quality of someone’s customer experience, it is crucial to develop a strong customer service strategy. When looking at a customer service management strategy, it is helpful to look at a customer service improvement plan example.

Some of the top parts of a customer service strategy include:

  • Make sure there is a vision for the customer service team. Without a goal in mind, it is going to be impossible for businesses to make sure they are going to provide a strong customer service experience to every customer.
  • Next, it is a good idea to think about the needs of the customer and to make sure they are being met by the customer service team. If the customer’s needs aren’t being considered, then the customer service strategy is not going to work.
  • In addition, businesses have to make sure they are hiring the right employees. These employees are going to be the face of the business, so they need to be a part of the customer service strategy.
  • Lastly, businesses also need to make sure to hold people accountable for their actions. When employees are responsible for their own actions, they are more likely to deliver strong customer service.

This is one of the top examples of how to improve customer experience strategy. With the right customer service strategy in place, companies are going to maneuver themselves into a position to win over the loyalty of their customers.


How To Improve Customer Service In The Workplace

When it comes to how to improve customer service in the workplace, it is a good idea to take a closer look at customer service tactics and strategies. For those who are wondering how to improve service quality, employees have to have a customer service mindset, which all begins with a strong training program. In order to ensure that employees are able to deliver strong customer service, they need to be equipped with the right skills. This is where company training really matters. Employees must make sure that they know how to respond to some of the most common customer complaints. This will help them make sure they are able to handle customer issues quickly and efficiently.

In addition to holding people accountable (as mentioned above), it is also incredibly helpful to reward and recognize good customer service. Whenever someone does something well, this needs to be called out and acknowledged. This way, other employees will know that if they do well in the area of customer service, then they are going to be rewarded as well. This type of incentive program is absolutely vital.


How To Improve Customer Service Standards

For those out there who are wondering how to improve their customer service standards, there are several ways that they can do this. It starts by first understanding the importance of customer service strategy. This strategy is critical because it helps businesses to define what makes a great customer experience. In order to truly make sure that customers are happy, it is important to track the metrics. Companies have to know what their KPIs of good customer service are going to be. For instance: this might include the average amount of time that customers spend waiting to have their call answered. When these calls are answered quickly, companies are going to be happier with their customer service standards.

In addition to thinking about the amount of time that customers spend waiting, it is also a good idea to take a closer look at the feedback that comes directly from the customers themselves. When businesses are wondering what their customers are thinking, they should simply ask them. What is the average rating of the customer service department? Is this rating high enough? If the ratings are strong, then this is a good sign that the business has made great strides, regarding their customer service department.


What Is Service Quality?

It is important to take a closer look at service quality and what this exactly means. For those who may be wondering “what is service quality?”, this refers to the service that customers receive, compared to what they expect to receive. Basically, what this means is that if the customer receives service that is better than he or she expects, then he or she is going to be happier as a result. And this is incredibly important, because companies need to make sure they are doing everything they can to keep their customers around. For this reason, it is very important to measure your service quality on a regular basis.

For those who are wondering how to maintain service quality, it is important to come up with a strong plan of action. First, service quality has to be audited on a routine schedule. This is where companies have professionals who take a close look at the quality of customer service on a regular basis. Second, continuing training matters. When companies take the necessary time to continually train their employees, their service quality is going to naturally improve. And finally, good service has to be rewarded. Recognize those who go above and beyond, and it will encourage others to do the same.


Solutions To Improve Customer Service

Lastly, it is important to take a look at some of the top solutions to improve customer service. For those who are curious as to how to improve customer service experience, there are a few key customer service plan examples to keep in mind.

First, businesses have to make sure they know where their customer service standards currently are. This starts with taking a look at some of the top metrics, such as average call time, percentage of calls handled on the first attempt, the average amount of time that customers spend waiting, and how many calls are escalated to higher levels.

Next, it is important to take a look at the current perception of the service quality. What do the customers think? Do they have any suggestions on how the service quality can be improved?

And finally, it is important to also think about how this can be improved. This might include changing training, hiring more people to help, or providing direct feedback to the representatives themselves. All of this, suffice it to say, can go a very long way toward improving the customer service that the company provides. In the long run, this can all make a major difference in the company’s revenue.

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