In most businesses, customer service (CS) has long been considered a cost centre, or a department which provides no direct profit to organisations. This is due to the fact that while operational metrics are easy to calculate and are well defined, it is difficult to accurately calculate CS return on Investment (ROI). It factors in many abstract and intangible elements which change based on the organisation's nature.
However, a report on ROI of Customer Service and Customer Experience reveals that CS should not be classified as a cost centre because the proper use of the right software can increase a business's ROI. Agile CS software, such as Giva's eCustomerService can achieve this by:
Increasing first contact resolution (FCR) to decrease contact centre costs
This allows organisations to minimise their customer support expenses by lowering the number of follow-up calls, emails and messages.
Improving employee productivity by empowering them to decrease their average handle time (AHT)
Fast and agile CS software allows agents to seamlessly move through the necessary operations and reduce their AHT and support costs.
Reducing agent related support by developing useful self-service options
Well-integrated knowledge bases such as FAQs drive efficiency and help decrease incoming calls and accelerate ticket resolution.
Minimising agent training
The simplicity of software such as Giva's eCustomerService make on-boarding CS employees fast and easy and allows them to stay up to date with new changes and updates real-time.
Not only does deploying Agile software improve efficiency, but it also makes generating a revenue possible. Empowering an organisation's staff through flexible and reliable CS software plays a key role in improving the business's FCR, AHT and other efficiency metrics. Additionally, it increases a customer's spending in an establishment, cements customer loyalty and makes expanding a customer base more feasible. Customer service is not only a way of making customers happy, rather it indirectly functions as a marketing scheme through word of mouth.