We are all quite familiar with this scenario. It’s your first time interacting with customer service and your only option is to be greeted by an automated messaging system. As you follow the never-ending prompts, you swiftly move your finger to add the required numbers and grudgingly answer yes or no questions. Finally, you’re so anxious and short on time that you hit 0 to hopefully strike a chance to speak to a live customer service representative, only to find out you’re being transferred to another department.
It can be a frustrating interaction and one that could lead to a damaged relationship. In today’s age, it’s important to realize that with so many distractions and so little time, customers want easy, fast and convenient customer service in multiple forms. Human interaction is still a powerful tool to create customer loyalty so companies must be swift and nimble to interact with their customers through multiple channels while also improving the current ones they have.
Complia Health is ahead of the game with its dynamic customer support service. Earlier this year, Complia Health implemented the highly interactive customer service platform, Zendesk. This solution is a cloud-based customer service software and support ticketing system that brings organizations and their customers closer together.
Since applying Zendesk and its many features to their customer support service, Complia Health has reached a 91% satisfaction score for all of its products that include ContinuLink, Suncoast, Igea and Progresa (the Procura product will be launching Zendesk in the coming year).
Here are the 3 keys that have helped Complia Health reach this climbing score and will continue to improve its relationship with its customers.
1. Immediate Response Ticket Support System
One of the best ways to capture customer experience is feedback. Complia Health is using customer satisfaction surveys (CSAT) that measure short-term satisfaction on a transactional basis. These surveys are generally sent to customers following a specific customer interaction. After each ticket is resolved, Complia Health customers get a simple customer satisfaction survey where they can rate their experience as good or bad. The good ratings provide Complia Health a growing confidence in their customer support service, negative ratings don’t necessarily mean all is lost, as they provide an opportunity for learning and growth.
To go beyond just an email or follow up survey, with every negative rating, Complia Health takes the initiative to call their customers directly to talk about why they had that experience and begin a conversation that can turn into a transparent and open relationship.
Along with surveys, the ticket support system allows Complia Health agents or managers to prioritize their workflows and trigger integrations. Agents and representatives now have all the history and background information on their customers so they can easily pull up and deliver solutions based on their customers’ needs at the moment they interact.
2. Multi-Channel Interactions
We’ve all been through that quintessential at home situation where the TV is on in the background while we’re typing up an email on our laptop and casually texting our friends about the latest The Voice episode. Just as customers live in a multi-channel environment, Complia Health is making itself available where their customers are. Being in multiple channels raises higher engagement and faster response times for increased customer satisfaction.
Zendesk gives Complia Health the opportunity to cultivate conversations with their customers. Not only is Complia Health helping their customers solve problems; they are walking along the journey with them to solve those problems. With multiple channels available, Complia Health has seen increased conversations from their customers.
Another key to providing fast and convenient service is that Complia Health uses a series of macros to see the timing for responding to a customer. Macros contain actions, which can be updates to ticket properties or ticket comments. This efficiently and effectively helps agents and representatives track all conversations and tickets in a timely manner. This way, no customer is left in the dark.
Zendesk also helps Complia Health separate the customer comments that need urgent care from the standard inquiries, and deal with the ones that need help faster. Then they can route those inquiries to the more highly skilled agents who can provide immediate support, and ultimately prevent customers from being frustrated and leaving the service.
3. Sharing the Knowledge
Today’s customer may not want to interact with agents right away and will try to find a solution on their own. That’s why investing in self-service help centers, knowledge bases & support forums drive greater satisfaction. These communities provide customers a place where they can search, browse and comment all in one environment.
Complia Health customers are able to find the exact information in a fast and convenient way to help them solve their issue. Providing these online support environments also decreases support tickets and one of the beauties is that they provide 24/7 access to all information for the customer to find.
About Complia Health, formerly Procura Healthcare Software
Complia Health is a leading global provider of technology and expertise for the long-term and post-acute care market. Nearly 3,000 home health, residential, community care, and hospice organizations count on Complia Health for the clinical, operational, and financial solutions required to profitability deliver quality care. Complia Health’s innovative products—including Procura, ContinuLink, Suncoast, Igea, and Progresa—are supported by a team of global health and technology experts located in the United States, Canada, and Australia. For more information about Complia Health's products, click here.