How to improve customer service agents?

There is always room for improvement when it comes to creating the best experience for your customers. Creating a positive customer experience will lead to more loyal buyers, but it’s up to your team to use that information and take it further. As brand ambassadors, your customer service agents will be expected to promote your business and values ​​in the following ways.

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Understand your customers

While the CEO, marketing team, and senior management must enter this information to sell your products or services, so do your agents. Customer service agents spend the most time interacting with your buyers. A misunderstanding can make or break a loyal customer relationship, so it’s a good idea to coach your agents on what a typical buyer looks like.

For example, if your clientele is predominantly male between the ages of 20 and 30 living in the city, they are likely going to college, in a serious relationship, and just starting their careers. This information can help your agents communicate and better support your customer.

Separate each step of the customer journey

Your agents are at their best when their roles are consistent, because they can quickly acquire the skills required to become experts. Separate each agent into each stage of the customer journey, from survey to loyalty, so that they can focus on a specific need. At the same time, they need to personalize each interaction and approach leads differently depending on the customer.

Use the right software

Help Desk Software Makes Your Life Easier - How To Improve Customer Service Agents
Image created by Market Business News.

If you want to remove email clutter, gain access to deep and detailed analysis of your help desk, and fast ticket management, use help desk software that drives productivity.

Support software can make your life easier because it automates the customer service process without becoming robotic. One of the most famous of these is Spiceworks, but you don’t have to settle for them. HelpSpot, for example, is an excellent alternative to Spiceworks and Freshservice because its features, such as integration and self-service, are easy to use.

Encourage customer feedback

Include your customers in the improvement process by creating an open dialogue that encourages feedback. At the end of each customer interaction, ask them if they found the discussion between your agent useful. The best kind of feedback is detailed, and an email survey filled with specific questions can help you determine where your agents can improve.

Don’t complicate the process

Technology has made it easier to retain customers, but they’ll get off the ship quickly if you make it difficult for them to contact your agents. Your competitors will set up multiple channels of communication and put a lot of effort into reducing customer effort by simplifying the buying process. You can stand out from the crowd by going one step further by doing the following:


  • Solve a customer problem the first time.
  • Create a dedicated FAQ page.
  • Call back immediately if you have been logged out.
  • Use a pop-up chat box feature.
  • Repeat what the customer has asked to show you understand.

The less your customers have to do to find answers to their questions, the better.

Provide emotional skills training

Customer service agents who are patient, empathetic, and brilliant solve problems better in their roles. Many of your best employees and new hires have these skills, but that doesn’t mean you can’t train yourself to hone their talents. Offer quality training to your agents throughout their employment, as this will increase the customer experience tenfold.


Short quizzes, mock conversations, and coaching seminars will often do the trick, but recording your agent’s interactions when they start can help you identify issues.

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