By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions
One challenge facing businesses these days is how to provide top-tier customer service.
This reality is especially true due to the current labor shortage of qualified customer service agents. In light of this fact, what steps can companies take to elevate their customer service capabilities?
One shining example is the pet care company, Chewy. I recently had one of the best customer journeys I've had in a long time, and my experience with them serves as the inspiration and case study for today's blog.
Here are three things that Chewy does with excellence that if all businesses would do, they'd reap incredible benefits:
1. Notify Customers of Actions You Plan to Take
When I ordered some dog food several months ago from Chewy, I forgot to cancel my auto-ship feature with them. I realized this when I received an email letting me know Chewy planned to auto-ship a bag of dog food the next day.
Now, this would have been a simple fix if I had read that email the day I received it, but I didn't. So, the next day, I received a notification that Chewy had shipped my order.
If I hadn't seen the notifications, I would have never known there was a problem in the first place until the box showed up on my front doorstep.
2. Make it Easy and Enjoyable for Your Customers to Get Help
After discovering this news, I pulled up their app on my phone. I was happy to find Chewy's phone number displayed right at the top, making contacting Chewy simple.
After I clicked on the number, their phone system immediately connected me with a super personable and fun-to-talk-to agent.
3. Fix the Problem Until Your Customer is Satisfied
Within a matter of minutes, the rep had cheerfully canceled my auto-ship, refunded my money, and told me that if he didn't catch the auto-ship in time and I didn't need it, to donate the $43 bag of dog food to a shelter. There was no need to return it nor pay for it. He did a great job solving my problem quickly and to my satisfaction, and it was all accomplished in 5 - 10 minutes. I was delighted with the result!
One More Bonus Point…
A common thread throughout my positive experience with Chewy made it possible: their current workflow automation platform. It fuels their ability to satisfy their customers highly. The right tool can certainly do that! But, the right workflow automation platform can also help offset the challenge associated with labor shortages of qualified agents or other employees.
How is this possible? I'm glad you asked!
When a company can consistently help customers more quickly (like Chewy does), productivity can increase significantly, decreasing the need for more representatives. This capability can allow organizations to provide more amazing customer experiences through their current staff.
And who wouldn't want that?
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Are you intrigued?
If so, Michael Cantu and I would love to chat with you! Michael's automation platform, Accelerate, has consistently achieved over a 300% increase in productivity for his clients.
If you’re interested in learning more, click the button below.