Top 7 Communication Mistakes in Customer Service

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It is necessary to keep an eye on communication between customer service agents and customers.
Is the biggest problem in process and people management communication?
The 7 main communication errors in customer service operations
Not having good people and process workflows
Do not use triggers and macros in communication between agents and with customers
Not noticing communication gaps through satisfaction surveys
Not having a structured knowledge base to facilitate access to information and standardize communication
Not integrating chat into customer service workflows
Complex integrations with Facebook Messenger and WhatsApp
Don't turn emails into tickets and log calls quickly and easily
Conclusion
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Talking to customer service managers from companies of line database sizes and segments , we noticed a common challenge: creating and managing communication processes.

This occurs both in internal processes aimed at increasing the productivity of service teams and external processes focused on improving the quality perceived by the customer .

Would the big challenge of the coming years be to find a tool that manages information well, quickly and centrally, for customer service agents and customers?

This is what a recent study by The Insight Partners points out , which projects growth in the customer communications market from US$1.32 billion in 2021 to US$2.75 billion, globally, by 2028.

Profitable Regions for Customer Communications Management Market
Source:The Insight Partners Analysis, Primary Interviews, Magazines and Journals, Secondary Sources
The study is clear in pointing out that this increase will be driven by sectors such as IT and telecommunications , retail and e-commerce, healthcare, travel and hospitality, government and public services.

So, whether your company offers products or services, the fact is that, as a customer service manager, you need to pay extra attention to communication between the agents on your team and, of course, with the end customer.

It is risky to analyze only production, time and cost . In fact, we talked about this in the article Customer service: 10 productivity insights for operations management , in which we brought actionable tips to improve the productivity of service teams and operations management.

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It is necessary to keep an eye on communication between customer service agents and customers.
If we look at your customer service operation as a set of processes and people, the need to plan, execute and control activities and, above all, communications not only with customers but between team members becomes clear.

This happened with Avell Notebooks , a Brazilian manufacturer of high-performance notebooks sold through its e-commerce.

Avell website screen for the A70 HYB notebook
Due to the high volume of customers , managing contacts only via email and free chat options was no longer enough. The limitations of these tools and the lack of metrics began to become evident to the brand, which was growing more and more each day.