Customer Service Productivity Is a Win-Win for Companies & Customers
It makes sense. Customer service reps work closely with customers, so it gives reps the perfect opportunity to proactively help them by recommending upgrades or other products, right?
The truth is that reps are already spread thin. “Service agents spend just 39% of their time working with customers,” says the Sixth Edition of Salesforce’s “State of the Customer, 2024” report.
Why do customer service reps spend so little time working with customers when that’s their area of focus? Salesforce reports that there are a number of factors affecting the productivity of customer service agents. “Inefficient processes and manual taskwork monopolize agents' time and jeopardize the customer experience. Administrative work, internal meetings, and other mundane tasks take up nearly two-thirds of agents’ workday,” explains the report.
In addition, Salesforce® found that even though reps at high-performing service organizations have more visibility into their sales, marketing, and service data, they found that more than one in four reps still lack insights they need to help customers.
Customer Care Leaders Are Shifting Their Focus
Results from a McKinsey survey uncovered challenges and goals that are currently top of mind for customer care leaders in their article, “Where is customer care in 2024?”. “First, their priorities are shifting, from an overwhelming focus on customer experience to a multidimensional approach that also emphasizes revenue goals and technology transformation. Second, they are working hard to build future-ready AI-enabled ecosystems for their operations,” the McKinsey survey found.
In fact, Salesforce said that 85% of decision makers expect customer service to contribute a bigger share of revenue this year.
Companies that are using AI for customer service are able to take on more complicated cases and support a wider range of products. This frees up reps to deepen customer relationships—and influence purchases. The Salesforce report adds, “While technology excels at optimizing processes and resolving simple cases, frontline employees are wide-ranging experts who engage with customers in uniquely human ways, building trusted relationships that AI could not on its own.”
Apps Help Increase Customer Service Productivity and Automate Business Processes
Our no-code apps like Rollup Helper and Lookup Helper free up time, so customer service reps can focus on helping customers. Following are use cases that can help increase customer service productivity, automate business processes, and prepare your data for AI.
Calculate Agent Caseload Utilization % in Salesforce
The Date and Time of the Last Case Activity for the Account
Number of Open, Closed, In Process, Critical Cases On Account
Total Number of Live Chat Transcripts and Cases Worked
How Can I Overcome Limitations with Salesforce Queues?
Business Process Automation for Salesforce Projects
View Available Personnel in a Geographical Area
Tracking Open Cases on Accounts and Contacts
Identify and Eliminate Duplicate Records
