Add generative AI

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To improve your service experience, consider layering generative AI on top of your CRM data. With generative AI, chatbots can be programmed to create smart, personalized responses. You can also use it to draft knowledge base articles based on case notes and other data, or to make case swarming more efficient. In short, generative AI can help your team work faster and more efficiently, so agents can focus their attention on the customer.

6. Give your agents the right tools and training
Engaged and empowered agents are the cornerstone of any high-performing service team. Give your agents three things: training, tools, and the authority they need to quickly and satisfactorily resolve customer issues. TrailheadOpens in a new window, Salesforce’s free online learning platform, is a great resource to help your agents hone their customer service skillsOpens in a new window. When you invest in your team, agent satisfaction and retention rise. Happy agents are more likely to consistently reach those high customer service standards you establish.

7. Ensure your Field Service is fully connected
Whether made up of service technicians, home health nurses, or america phone number list insurance assessors, your mobile service team needs access to relevant customer information in the field. They need to have the same information that dispatchers and agents in the contact center can access. If you already have this baseline covered, build on your Field Service with AI. For instance, you might use generative AI to help frontline workers save time with automated work summary reports.

8. Help customers help themselves
Today’s customers want instant resolution, and self-service is often more convenient than contacting customer support directly. It also helps your organization reduce case volume, lower costs, and deliver service at scale through more efficient use of resources.

For example, consider a knowledge base article that helps agents solve a common customer issue. When you include that same article in your self-service website portal, mobile app, and chatbot, customers use it, too. Self-service channels also give your organization valuable, actionable data, like common searches in your help center that you can use to improve your customer service standards.