Imagine you are your customer with an urgent issue. Who will be the first person you reach when you call your customer service department? Do you reach someone that is trained and ready to handle your issue or do you get someone that is ready, willing, and able to take your order? Or, are you transferred between agents and must explain your issue multiple times?

According to recent data, customers expect (but unfortunately don’t receive):

• 45% expect their issue to be solved the first time they reach out.
• 67% expect a response within 3 hours.
• Customers increasingly use chat, email, and social media for complaints
  — and often don’t get timely answers there either.

Customer Service is your customers’ view of how much you value them. So, how do you improve your customer service representatives by providing a resolution to your customers’ issues instead of being order entry personnel? Many companies are turning to technology. Be careful of the technology you implement, though. Customers dislike rigid chatbots, scripted responses, automated menus or reaching a person that doesn’t have the training or authority to resolve their issue. This happens too often when customer service representatives are trained to take orders and not resolve issues.

Is there a solution to improving your customer service? Yes — EDI is one of the most direct and effective ways companies eliminate customer service from taking orders. It shifts ordering from a people process to a system process, leaving humans to handle what systems can’t. When EDI removes order entry, they transition customer service from clerks to problem-solvers.

Ready to transition your customer service representatives into problem solvers? Innovate can help. For more information about how Innovate’s Managed Services can help you implement a system process to receive your orders, click below or contact us to discuss how we can help you today.

Click here to learn more about Innovate's Services or email Innovate E-Commerceinfo@innovateec.com