Strategies to Eliminate the Boring Aspects of Customer Support

As ‘social distancing’ becomes the new normal right now and businesses temporarily close their physical doors, digital customer engagement and experience is more important than ever. Digital customer engagement strategies can help you deliver timely information about a product, provide 24/7 customer service, and build brand loyalty.

Artificial intelligence, machine learning, natural language processing (NLP), and speech recognition capabilities are new technologies that some companies are using to virtualize and automate customer support and self-service engagement while delivering a cost effective alternative to expensive and possibly limited live phone support. , texting and chatting while customers and employees are confined to their homes.

To date, chatbots and other similar automation technologies have been one of the primary modes of this virtualized and automated support, and they have achieved mass scalability and agility to respond. However, as vice president of global marketing and business strategy for a company that offers digital customer engagement solutions, such as video call bots and language processing platforms, I know that it is always important to add a personalized touch to create a more intimate customer service experience. , sales and brand engagement and develop strategies to resolve common customer support issues.

Eliminate the annoying aspects of customer support

When people call a customer support line, they just want answers. Instead, they usually have to deal with some of the more annoying aspects of calling a customer support line, including:

• Being put on hold and having to listen to endless music on hold

• Too many “tap this, then that” options that they have to listen to throughout

• Call transfers which force the customer to repeat his request from the beginning for each new agent

Customers should have the ability to engage immediately when they call, especially with live agents overwhelmed with calls due to issues arising from COVID-19 and call wait times that can be measured in hours rather than minutes.

There are several strategies that businesses can use to overcome the challenges outlined above, while still providing a personal touch.

• Tackle long wait times: There are many techniques that businesses and call centers can implement to help eliminate waiting time for their customers, including chat services, in-depth online FAQs that easily answer most questions, and the ability to schedule a callback with a live agent rather than staying on hold.

• Reduced ‘tap this, then that’ options: One of the most annoying aspects of “tap this, then that” customer support is having to listen to a long litany of options that are not relevant to your request. If you’ve ever found yourself yelling “agent” into the phone or repeatedly pressing “0” for an operator, you’re not alone. Businesses could redesign their interactive voice response menu to support conversational speech processing capabilities and provide options for interacting with “virtual self-service assistants or menus” or “live agents”. Depending on the availability of a live agent, companies may provide an option to redirect the call to a live chat session.

• Suppression of repetition during call transfers: Endless call transfers between agents are time consuming and annoying. Businesses can help mitigate this unwanted approach by training their agents to handle the majority of all issues that customers normally report, providing them with collaborative tools to gain support from other agents and managers, and giving them insight. increased authority to make good decisions. on behalf of the company and the customer to increase brand loyalty. If customer service agents need to escalate, they can create a personalized report that will give the next agent a quick but in-depth understanding of the situation.

In difficult times like the COVID-19 pandemic, access to timely information is more important than ever. People have questions about everything from symptoms they may be experiencing to canceled travel plans, tracking packages shipped to them, and even trying to figure out the new video conferencing tools they are now using for work and business. ‘school. However, businesses can continue to assure their customers that they can continue to support them and provide answers while reducing the need to contact customer support (and the stress of doing so). These companies could create COVID-19-specific FAQs and messages that are conveyed by their company’s CEO or spokesperson via video recording. They could add a COVID-19 resource center to their business website. Businesses and customers will continue to do their best to navigate this pandemic (and all future challenges) together.


As more customers stay home to slow the spread of COVID-19, customer support and engagement will be more important than ever. Businesses should strive to reduce their support costs and improve the productivity of customer service agents, provide timely information on products and services, increase their brand value, and increase customer loyalty. their customers, and expand their global reach without heavy investments, while providing a link. Customers should experience more personalized service anytime, anywhere they interact with the brand. New customer support capabilities and strategies can help shape the future of customer service and brand engagement.

Joseph P. Harris