Episode 94 – Prioritizing Digital Care Volume

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

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“The key is not to prioritize what’s on your schedule, but to schedule your priorities.” – Stephen Covey

Book of the day:  The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change – Stephen R. Covey

Prioritizing Digital Care Volume

  • Why You Need to Prioritize
    • Efficiency
      •  Saves agents time
      • Decreases overall incoming volume
      • Allows agents to work more posts
    • Improved CSAT and NPS
      • Ensure critical items are answered immediately
    • Increased Visibility
      • To which customers are reaching out
      • On which products/services
      • From which region
      • At what level of severity
  • Ways to Prioritize Volume
    • Product Creators
      • Priority 1 – Product Missing or not functioning at all
      • Priority 2 – Product not functioning as expected
      • Priority 3 – Complaint about product
      • Priority 4 – Question about product or billing
      • Priority 5 – Compliment about product
    • Service Providers
      • Priority 1 – Service Missing or not functioning at all
      • Priority 2 – Service not functioning as expected
      • Priority 3 – Complaint about service
      • Priority 4 – Question about service or billing
      • Priority 5 – Compliment about service
    • Additional Priorities to Consider
      • High Priority Clients
        • B2B – Utility services for hospitals, banks, etc.
        • Large scale clients (resellers with their own clients, etc.)
        • Celebrities
      • High Priority Products/Services
        • New launch
        • Sensitive
  • How to Get Started
    1. Look for similar initiatives across your organization
      • Marketing
      • Product
      • Call center
    2. Get input from stakeholders
      • Direct Reports
      • Front Line Interviews
      • Leadership
    3. Launch a pilot program
    4. Test and refine

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    • bluehostThe 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 close outs. 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.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries 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.

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About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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