Just expecting to train and have a team learn organically without structure is incredibly inefficient.
Just expecting to train and have a team learn organically without structure is incredibly inefficient. Not only does the process move slowly, but typically there will be a lot of gaps in the knowledge and training that the team receives with a process like this.
It is possible to systematize much of the training process, and it all starts with the initial knowledge-share that you give to the team. Of course, we've refined this a lot over the years, but here are the basics that we've found to be critical to the success of new client training.
By structuring the initial knowledge-share process like this, we are able to gather a lot of information easily from the client, which then feeds into the knowledge base we create.
We gather a lot of information during the initial knowledge-share. However, it is very important to structure that information well so that it is accessible to the agents during training and while providing customer service.
Without a good structure, the scope of the knowledge works against the quality of the customer service by making it hard to find anything that is needed. Restructure the knowledge base to be robust and comprehensive, and easily searchable in many ways.
We do the bulk of the work to create the knowledge base and finalize it with the client prior to launch. Many of our clients end up using the knowledge base with their internal customer service teams since the result is so much more robust than what they have created up to that point.
Once the knowledge base is complete and approved, we prepare a pilot launch team. This enables us to ensure the knowledge base is ready while also perfecting training for the entire agent team.
Here's a brief overview of how it works:
By doing a small pilot launch, we can ensure that the knowledge base is strong and the process is bulletproof prior to going live for all customers.
This client iteration process has been evolved over hundreds of clients and seven years in business. Many clients have told us that we manage their accounts better than any other vendor they work with, and that's something we take pride in.
Scale, you have to train people and the agencies you work with. Our robust process covers intake, knowledge base, training, and collaboration. By being so methodical, we can smoothly help clients scale more cost-effectively than doing it in-house.
If you're working with a customer service agency that does not have a robust onboarding process, consider digging deeper into the quality of how they're managing things for you. If it feels ineffective working with them, it's due to the lack of this process.
If you want to go through a Live Chat or Customer Service Audit with our team to identify specifically what you can do to drive more sales and provide a better customer experience through customer service, contact us. You'll get a lot of value even if you don't end up working with us, as we work with so many stores and leverage that information in the audit.
Finally, I just want to dive deeper into more content; here are a few starting points.
HelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.
Learn MoreHelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.
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