Using agile to deliver world leading customer service
Providing exceptional customer service for a ‘digital’ generation.
The demands of today’s customer are broad, varied and uncompromising. Couple this with unrealistic expectations and it’s no wonder why customer retention is one of the key agenda items in every boardroom around the world.
Here at Smart Tips
Migrating an entire service
It can sometimes seem impossible to imagine how things could possibly change when you consider the amount of time you’ve invested in your current system. A system you’ve been adding to over the years, so surely there cannot possibly be any other solution that could suit the way your
For this particular client, it involved getting under the hood of a service
After holding interviews across all levels of the business, it told a familiar story. Front end agents wished they could do more, management struggled to get reports they needed, and senior leadership wanted to provide the best possible customer experience.
Outlining a strong foundation is essential when changing something that is so heavily ingrained into the culture of an
We assembled key stakeholders from across the globe and gathered them together for two weeks of focused workshops. For the purposes of discussion and to define a clear vision for the future, it was important to included employees from a variety of tiers within the business.
Our goal was to find out what worked well, how we could make it better and what caused the most pain for the customers and the agents trying to help them. We
As a team, we discussed new and innovative ways of dealing with some of the most common issues facing customer service. These included 24/7 coverage, multilingual support, seamless interactions with technical teams and clarifying the distinction between issue and problem management. By the end of the two
Using the momentum from the workshop, the backlog was
Smart Tips Consultants Approach
The clarity that our analysis had given us allowed us to shape our release plan and roadmap to the
Using Smart Tips Consultants Agile Methodology (SAM), we worked with the product owners to identify the minimum viable solution that was required to sit
As we had delivered the solution in a truly iterative manner, we had not only familiarised the internal support teams and release managers with the solution, but their internal Business Analysts’, Developers and Quality Assurance team were all experts in scoping, planning and delivering under a continuous improvement and an agile delivery model.
Within a month of deployment, we were able to confidently wind down the onsite Smart Tips Consultants team. This was a sign that we had not only performed the knowledge exchange needed for the solution to be supported by the client without
Delivering a successful project is just half of the job for a consultant. If the client cannot be
- Our client saw a 23% increase in customer satisfaction survey results
- A streamlined live chat solution increased agent availability by 40%. This decreased waiting times as well as decreasing time-to-resolution.
- The customer’s perception of the agent’s knowledge, which was already high, increased by an additional 13%.
- The project won an award for the most innovative use of live chat at the Service Cloud Awards.
Get in touch to see how Smart Tips Consultants can help your business.