To create self-serve options, you will have to involve your product and engineering team and have a buy-in from the rest of the company. Having people across the organisation do customer service and actually talk to real customers regularly helps create a culture of customer-centricity, which ultimately leads to better customer and business outcomes.
For example, once a product team ships a new product, the whole team, including engineers, should do customer support for this new feature or at least closely monitor questions that come up. With this kind of ownership from the product team, many issues and self-service options will be prioritised much quicker.
Once you have those self-service options available, you can deflect many more calls using the techniques described previously.
Ongoing monitoring of customer feedback is super important because this is how you create winning products in the long term and, in parallel, reduce your contact rate. Everyone in the organisation should have access to customer conversations and data to shorten this feedback loop. At Cordless we do two specific things to make it easier:
- Free access to Cordless for all members of the team who are not making calls but would benefit from the insights data (for example, product teams).
- Ability to configure Slack notifications for specific words and tags. Imagine you just launched a new product and want to be alerted when your customers experience a bug in the new flow so you can investigate - you can now do this with Cordless.