Look at any business and you will likely see customer care professionals on the frontline. Whether they are in customer service or account management, these people set customers up for success, keep them happy long-term, and make vital contributions to the business's sustainability.
However, despite its value, customer success is one of the most challenging roles in any company.
According to Pega's ‘The good, the bad, the ugly: 2019 global customer service insights’ study, 79% of 70,000 customer service employees reported that they experience multiple pain points when doing their job. Customer service also has one of the highest turnover rates of all departments.
The common pain points for customer care teams
Many common pain points cited in Pega's study come down to a combination of poor tools and processes that harm customer experience. These include:
- Having to pass customers between teams and departments (a pain point for 43%)
- Having to manually enter the same information in multiple locations (a pain point for 32%)
- Having to prompt customers for information they’ve already supplied on another channel (a pain point for 24%)
These are problems for a lot of businesses, but the good news is that they are easily avoidable and fixable.
How iPaaS improves employee satisfaction
The solution is iPaaS (Integration Platform as a Service), which connects and integrates your business apps so you can keep data updated across multiple tools. It also provides an easy way to centralize data in one place, like your CRM.
iPaaS tools like PieSync are great for improving customer experience, but they also boost employee satisfaction and reduce turnover – especially in customer-facing roles – by resolving the pain points that affect nearly 80% of these employees.
If you want to reduce turnover of your customer service employees, read on for 5 common problems to easily avoid and fix with iPaaS.
Problem #1: Passing customers between teams and departments
As a customer, there are few things worse than being redirected to what feels like hundreds of different people in a business. In fact, 69% of customers expect a connected experience when they engage with a company, but few of them get it.
When you're working in a business with disconnected customer service, it's also demotivating for you. You want to provide a seamless customer experience, but the infrastructure isn't there for you to do so.
The solution: Using an iPaaS tool to sync all customer data to a centralized CRM tool, so any team member can find the right data and take immediate steps to help the customer.
Problem #2: Manually entering the same information in multiple locations
Repeating the same manual work again and again sucks. For many customer-facing teams, it can seem like part of the job to spend hours inputting the same data into a CRM, project management tool, invoicing system and Slack to share data with colleagues. But it doesn't have to be that way.
The solution: Setting up a two-way sync so your contact data can instantly flow to all of the right places. Set up rules to automatically attach the right segments, labels and notes - and you've instantly saved your team a lot of time and hassle.
Problem #3: Prompting customers for information they've already supplied on another channel
One sure-fire way for a business to annoy its customers is to ask the same questions multiple times. 78% of customers expect consistent interactions across a company’s departments. This requires your employees to know what's already been asked before – and what the answer is.
The solution: Storing customer data properly the first time and syncing it across all tools so anyone in the team can access it at the right time, no matter what system they're looking at.
Problem #4: Using outdated tools that hold back your team
Despite all of the excellent cloud-based systems on the market, not all teams benefit from these. It's all too easy for customer care departments to remain stuck with a tool that no longer serves them because change seems like a lot of hassle.
The solution: Taking time to pause and look at all of your business's core systems from a bird's eye perspective. What tools are you currently using? And how do they fit together?
Some of the most important systems to get right are your CRM and customer support tools. To help you out, check our guides to finding the best tools:
- The best CRMs for small businesses: pros, cons and what you need to know
- Zendesk vs. Freshdesk: which is the best customer support software?
- 9 ways to improve customer care with technology
Problem #5: Overwork from lack of automation
If your customer service and success teams aren't using automation tools, they're most likely overworked. Quite simply, automation provides a solution to the tasks that no one likes. Think manually sending the same emails several times a day, judging when to follow-up with customers, and searching for the right customer data to pass to a coworker.
The solution: Adding automation to your customer service processes. To get you started, here are some of the best ways to improve customer experience with automation.
To solve your customer care team's pain points and increase employee satisfaction, give an iPaaS solution like PieSync a go. With a free trial you can start syncing data between all of your key apps based on rules and criteria that you set, and save your team from hours of tedious tasks and huge volumes of hassle.