Improving Customer Service Effectiveness


According to recent studies, 42% of consumers purchased more after a good customer service experience (Zendesk), while 66% of consumers who switched brands did so because of poor service (Kolsky).

Customer service employees are the frontline and face of any service-related company. They are integral in establishing relationships with clients as well as offering support when called upon.

So how can enterprises improve customer service to support the overall customer experience and sales?

How can they develop and train customer service staff effectively?

Challenge #1: Improving Soft Skills

Great customer service begins with small daily habits, whether it is adopting a natural and attentive tone or calling clients by their name to personalize the conversation. So how can a manager reinforce such best practices and help customer service employees make it a daily discipline?

We at Gnowbe believe that ‘practice makes perfect’. Employees need opportunities to practice and reminders to reinforce what they have learned. Ebbinghaus’ forgetting curve has shown that humans forget very quickly what they have learned and very little will stick unless the material is reviewed, so one-off trainings are very poorly suited for instilling behavioral change.

By spending just 15 minutes a day on a Gnowbe program, these daily bite-sized sessions will build great habits - day by day and bit by bit.

Challenge #2: Applying Product Knowledge

According to consumers, customer service agents failed to answer their questions 50% of the time. 84% of consumers are frustrated when the agent does not have information (Kolsky).

In light of these stats, it is imperative that enterprises find a way to educate their customer service team about products, services and company policies - and keep them abreast of the latest changes in real-time.

But just "knowing" things is insufficient. Application of product knowledge is where business impact occurs.

In a recent case, one of our clients asked Gnowbe to develop a program to improve employee knowledge in their offshore service center. Based on Gnowbe’s ‘learn-think-apply’ principle, we customized the content into bite-sized, interactive learning actions, such as watching a short video, answering multiple choice questions and reflecting on an experience.

Due to the interactivity and peer-to-peer sharing in the programs, 100% of employees enjoyed the learning experience and felt engaged. 93% said they felt confident to apply the knowledge they had learned on Gnowbe.

Challenge #3: Measuring Performance

While organizations may have various methods to improve customer service standards, the ultimate goal is to translate service into tangible results. Supervisors want to ensure their employees are responding positively and driving business impact.

Our learner analytics system enables supervisors to track their employees’ engagement rates and gauge individual learners’ and group progress per program - in real-time. In addition, the supervisor can tap into gamification - rewards, push notifications and leader boards, among other features - to help their team complete the learning journey in time and perform to their full potential.

Take a look at our recent case study on one of Southest Asia’s largest telecommunications companies and how Gnowbe helped them improved their customer service effectiveness.


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Anne-Ev Enzmann