Episode 234 – Rewind – Use Automation to Reduce Handle Time

Socially Supportive: Customer Care the Social Way

A Tech Tuesday Episode. All things Technology related to providing digital customer service.

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Announcements:

• Catch me on Twitter! @FSaucier

• I’ll be covering and moderating at The Incite Group’s Customer Service Summit West 6/07-08/2018 in San Diego

• New Book coming soon: What Customers Want

“I always choose a lazy person to do a difficult job because he will find an easy way to do it.” – Bill Gates

Book of the Day: The Effortless Experience: Conquering the New Battleground for Customer Loyalty – Rick DeLisi and Matthew Dixon

Use Automation to Reduce Handle Time

• Where’s this coming from?
  • Michael Roy shared at the Incite Group Customer Service Summit that Alaska Airlines is regularly responding in less than 15 minutes over social media
  • This is the new goal for the travel industry
  
  
• How do you do that?
  • I’ve heard consistently that it’s a mix of elements
    • Leadership commitment
    • Capital investment
    • Excellent strategy
    • Fancy technology
    
    
  
  
• Strategic Steps to Reduce Handle Time
  • Decide as a company which items you want to respond to, or, what is actionable.
  • Decide where you want to respond
  • Decide how quickly you want to respond
  • Decide how many people you need to respond (to start with)
  
  
• Technological Steps to Reduce Handle Time
  1. Get a fancy tool
     • Conversocial
     • CX Social
     
     
  2. Set up the tool to bring in all the mentions interesting to your company
     • Brand Mentions
     • Competitor Mentions
     
     
  3. Apply Tags (see Episode 24 – Post Tagging Strategy)
  4. Set filters to remove items your agents don’t need to work directly
     • Remove designated keywords
       • “comment to win”
       • incorrect hits “celebrities with your brand names, companies with the same name, etc.”
       
       
     
     
  5. Apply agent skilling (see Episode 44 – Skilling Agents)
     • New agents work easier items
     • Grow into more complicated items
     • Change skilling to meet volume needs
     
     
  6. Set Rules
     • Auto close certain items
     • Auto route certain items
     
     
  7. Use suggestions based on keywords
     • Suggested responses (canned answers as thought starters)
     • Suggested knowledge articles (to direct agents to)
     • Suggested support forum threads (integrate your support community)
     
     
  
  

Jobs

• Have a job opening? Email [e-mail] and I’ll post it to the site.
• Looking for a spot? Email [e-mail] and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

• Is your team doing great work? email [e-mail] and I’ll post it on the site; maybe discuss it on the show.
• Someone else’s team knocking it out of the park? Want their leader on the show? Email [e-mail] and I’ll ring them up!

Brought to you by:

• The Social Pack: Get on the inside to stay on the topside. Join today!
• ParknFly: Save 10% off Posted Rate Reserve Now
• bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
• Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
• GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
• CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
• OneTravel: Search and compare flights from over 450 airlines.

Jobs

• Have a job opening? Email [e-mail] and I’ll post it to the site.
• Looking for a spot? Email [e-mail] and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

• Is your team doing great work? email [e-mail] and I’ll post it on the site; maybe discuss it on the show.
• Someone else’s team knocking it out of the park? Want their leader on the show? Email [e-mail] and I’ll ring them up!