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15 customer service buzzwords and when to use or avoid them

a service   2020-10-27 18:07:07

Buzzwords, slang, jargon; whatever you want to call it, it is common for brands to create their own vocabulary and use special words or phrases to describe things that are unique to their industry. Customer service is no exception, as there are many buzzwords that support and success employees use with each other as well as "with customers. These words usually help employees explain concepts faster or more effectively, usually by giving them nicknames or informal deions. more -> Most of the time, customer service buzzwords help team members communicate more effectively, speed upresponse time and reduce confusion and communication problems. When overused, this vernacular spills over into customer conversations, which can quickly confuse people who don"t know the terminology. Or worse, maybe you use this language so much that customers not only know what those words mean, but they"re tired of hearing them over and over again. In this article, we"ll help you strike the right balance when using customer service buzzwords by putting together a list of the hottest trending ones and explaining when you should. use or avoid them. Call-to-Action Code -> end Call to action code -> Customer service keywords InnerList: {header = Customer service buzzwords, content_type = order_list, list = {items = [Case escalation, Customer-Centric, Active Listening, Multi-Channel Customer Service, Artificial IntIntelligence (AI), Quality Control, Customer Lifecycle, Live Chat, Chatbo t, Case Queue, Proactive Customer Service, Social Listening, Case Quota, Gamify or Gamification, WAD (Working As Designed]}, paragraph = {content = HubL macros allow you to print multiple statements with a dynamic value. For example, if there is a block of code that you find yourself writing over and over again, a macro might be a good solution , because it will print the block of code, while exchanging some arguments you pass to it.}} -> Case escalation Client-centric Active listening Multichannel customer service Artificial intelligence (AI) Quality control Customer life cycle Live Chat Chatbot Query Queue Proactive Customer Service Social Listening Case quota Gamify or Gamification WAD (Working As Designed 1. Case Escalation Case escalation occurs when a frontline service representative cannot resolve a problem on their own or if ustomer asks to speak to a manager. In this situation, the representative will hand over the case to a colleague or someone of higher authority who can assist the client. When to use it: You should only describe a service case as escalation when talking to your support colleagues. Telling the customer that "you are going to make their case worse" tells them that they have a serious problem or that the representative thinks they are agitated or frustrated. For a smoother customer experience, it"s best to treat escalations like routine handovers, so the customer doesn"t feel like their issues are getting worse as well. Alternatives: case transfer, case Reassignment 2. Client centric Be client centricent means that your business puts the customer"s needs before its own convenience. Rather than cutting corners to save extra money, customer-centric businesses go the extra mile and go out of their way to delight their customer base . When to use it: Almost all businesses claim to be customer-centric. So keep in mind that when you proudly use this term to describe your business, your support team really needs to keep up with the hype. If you"ve truly built a business that puts customers first, you shouldn"t have a problem meeting the high expectations this buzzword creates. Alternatives: Client oriented, Client oriented, Client oriented 3. Active listening Active listening means that when a person is speaking, you are doing aclear effort to show that you are listening. It means being aware of both your body language and your vocabulary when responding to the customer. The more you can prove that you understand their problem, the more they will trust your advice. When to use it: Customer service managers should use this term when teaching or training employees. While you don"t want to tell a customer that you are actively listening to them, management should ask reps to practice this technique to provide better assistance. Alternatives: two-way Communication, conscious listening 4. Multi-channel customer service Multi-channel customer service is exactly what it is for looks like. When you offer support on two or more communication channels (phone, email, live chat, etc.), you have a multi-channel customer service system. When to use it: Multichannel customer service is often confused with omnichannel customer service . The difference between the two is that multi-channel customer service simply means that you are providing support on two or more channels. With omnichannel customer service, you not only offer portals across multiple platforms, but these channels are integrated so customers can seamlessly switch between them. Alternatives: multi-channel support, cross-channel customer service 5. Artificial intelligence (AI) According to Languages ​​of Oxford , AI can be defined as "Computer systems capable of performing tasks which normally require human intelligence." While some of us may have an image of humanoid droids in our minds, the reality is that AI describes a wide range of technologies. Some are traSimple vail that save employees time, others are complex algorithms that power basic products and services. When to use it: When it comes to AI, it "s easy to fall into the trap of qualifying any new technology as artificial intelligence. We have to be careful though, because not everyone in customer service is as excited about new technology as your support team. Some customers are more dubious and will put up a "red flag" as soon as they hear the words "artificial intelligence". For these people, it is best to be more specific about the technology you are using and use and call the tool by name, if possible. Alternatives: * Name of product / technology *, intelligent technology, automation 6. Quality control Control quality is the section of your business that is responsibleto provide products that meet the expectations of your customers. This department ensures that there are no flaws in product development and that feedback is collected soon after a product is released or when a new order ships. If there are any issues, QC reports back to product development so changes can be made immediately. When to use it: Quality assurance is a better term to use than quality control because assurance shows the customer that you are confident in your ability to meet their expectations. Quality control ol seems responsive - like trying to control a part of your business that can sometimes go wrong. But, quality assurance tells the customer that if problems can arise, you will still deliver a high quality product. Alternatives: quality assurance 7. CCustomer Lifecycle The Customer Lifecycle describes every interaction a person has with your business from start to finish. This includes when they discover your brand and extend beyond their point of purchase. Mapping this journey gives businesses a sense of what customers experience when they buy something from that business. When to use it: Since interactions with customers are rarely cyclical, "Customer Journey " becomes a better term to describe the long-term relationship of "a brand with a client. While some people will buy from your brand again, their experience with your business will be different the second, third, and fourth time they buy from you. Referring to their combined experiences as a journey shows how these relationships change over time and how the buying process can become longer.It"s smooth for customers as they continue to buy from your business. Alternatives: customer journey, customer Lifetime 8. Live chat The Live chat is a text-based communication medium similar to instant messaging. Customers type in their questions, just as they would for email support, but unlike emails, they are answered within minutes or seconds. The image below shows what it might look like. When to use it: Although most of us are familiar with this tool, many are confused when the term "live chat" is used. This is because live chat is a technical term, so if you don"t work in sales or customer service, you may not have to work in sales or customer service. - haven"t heard someone use their proper name before. For the most part, we"ll just call the cat indirect, "chat " or "messaging " to describe this communication channel. Alternatives: chat, Messenger, conversations initiated by the client 9. Chatbot The The chatbots are forms of artificial intelligence that can respond to customer demands through live chat. When a customer submits a question, the chatbot identifies the correct pre-written answer and automatically forwards it to the customer. This helps customers find a quick solution to their problems without the need for a human support agent. When to use it: Before using the term "chatbot" it is important to know the difference between chatbots and other forms of helpers virtual. For example, while chatbots are limited to live chat, interactive virtual assistants (IVAs) can overlay elements of augmented reality to further support customers. If you own this type of advanced software, you sell it short if you tell customers it"s just a chatbot. Alternatives: bots, automated assistant, * Custom name (eg HubBot) * 10. Request queue A case queue can either refer to the number of cases handled by an individual representative or to the total number of support cases that a service team is working on. When to use it: Most customers won"t understand what you are talking about if you open your case queue. This is because most people don "t see how your business works internally and what is going on in managing your customer service team. They may just think that the calls are being answered one at a time until a solution is provided, then the reps return to sit by the phone and wait for it to ring before the phone diligence. Alternatives: Workload, Workload, Le / My queue 11. Proactive customer service Proactive customer service is anything you do to help customers before they pose a problem or question to your team. It can be as simple as sending an email alerting them of a product update or calling to register if you notice that they have not been engaged with your brand since. some time. The idea behind this approach is to remove obstacles for customers before they even know they are there. When to use it: Proactive customer service is a buzzword that you should be using quite frequently. It helps you prioritize customer success and allows your team to constantly seek out opportunities to add more value to the customer experience. Alternatives: success client, proactive support 12. Social listening Social listening is a buzzword that describes social media customer service . Specifically, it refers to what your brand does to monitor social media mentions and follower engagement across different accounts and platforms. The faster and more reliable your responses, the more you can leverage social media as a powerful support channel. When to use it: Since social listening is a relatively new term, the average person probably won"t know what you are talking about if you use it in a conversation. Unless you speak with someone with marketing or customer service background, they can get a feel for what social listening is and how brands are using it to support. customers. However, if you don "t interact with someone with this level ofexpertise, you can use a more direct expression, such as one of the alternatives below. Alternatives: Social Monitoring, Customer management on social networks 13. Case quota Your case quota corresponds the number of support tickets that you are expected to be in the field or resolved in any given day. Whilst this is typically one of many metrics by which customer service personnel are measured, it is usually one of the most important ones that represents a representative"s performance. When to use it: This is a phrase you really don"t want to use with clients or other employees. You shouldn"t use it with clients, as it may make them feel like a means to an end. They might think that you are trying to resolve their case as quickly as possible, so that youreduce your workload with more free time. You don"t want to use that phrase with your coworkers either, as it creates a culture that revolves around numbered goals instead of customer success . When everyone is focused on the quantitative aspect of the job, it"s easy to overlook the importance of high quality customer service. Alternatives: objective, benchmark 14. Gamification or gamification Gamification takes a slavish or boring task and adds to it game elements to make it more exciting. A great example of this is the game, Jeopardy , which takes simple question and answer and turns it into a competitive game show where contestants are rewarded for their intelligence. Without the points, the final marks and the "Daily Doubles ", Jeopardy would be nothing more than a very dedicated study group. When to use it: Since gamification has proven to be effective, it is becoming a very popular trend in many different industries. With that in mind, you"ll want to make sure you don"t overuse the term and risk tiring customers out. Alternatives: updates, revolutionized, redesigned 15. Working As Designed (WAD) WAD is an acronym that means "work as planned". This is a phrase that salespeople use when talking about a product that isn "t broken. This could mean that the client has mistaken a new feature for a problem, or that the problem that was reported is no longer present. Regardless, the product is now working normally and performing as expected. When to use it: This is a phrase that should only be used internally by your customer service team. If you tell this to customers, they may think that you object to their contribution or you don"t think there was a problem in the first place. It is important to always understand the customer"s position, even if they are convinced that a product that works is not behaving normally. Alternatives: work as planned, work as planned, behave as planned For more buzzwords, check out this customer service sentences . Call to action code -> End the call-to-action code -> Call to action code -> - end the call to action code ->