Managing Requires Optimal Performance
Our client is a manager of a customer support team that counts over 50+ people in a globally leading insurance group.
Customer support is a crucial function. They represent the face of the full organization and are always on the frontline whenever customers need assistance.
As the manager of such a large group, our client is responsible for building, running and maintaining excellent communication, offering effective training and providing both resources and feedback whenever necessary. Of course, all this has to happen with the right mix of stability and celerity, while never cutting short on quality.
The team is constantly evolving, as new methods and technologies are introduced to help them provide better support to their customers. They are always looking for ways to improve their service, and work closely with their partners in the customer support industry to do so.
However, sometimes efforts failt to live up to specific expectations. Employees often find it difficult to respond quickly and maintain high satisfaction scores. This can be due to a number of factors, such as a slower reaction time or a lack of focus.
If employees find it difficult to keep up with the demands of their work, it can lead to frustration and a decreased level of satisfaction.
The Drive for Change
Our client realized they needed to spend less time on operational activities in order to focus on achieving scalable growth and new objectives in less time.
Communication is an essential part of customer support: when a customer has a question or complaint, support specialists need to be able to respond both quickly and in a clear, easy to understand way.
Poor communication can lead to misunderstandings and unpleasant experiences. By ensuring that all support staff are well-trained in communication techniques, companies can ensure that their customers have the best possible experience when dealing with support issues.
”I needed a tool that can ensure professionalism in the response of our CS team. We struggled a lot due to the high turnover and a lower educational standard in our function”
Integrating an AI writing tool in the work of a customer support team can sound odd at first, but it has certainly delivered significantly positive results for our client and also set in motion a different approach to their daily work routine.
”Training our employees to use TextCortex email writing function has helped tremendously in keeping communication clean and professional. Also the enterprise support of TextCortex is excellent. They were able to release a new writing feature which we talked about in a matter of days.”
Instant Results with TextCortex
Our client has told us about the fields where our AI writing tool has proved to be most useful and, above all, quick to deliver results.
TextCortex has assisted both him and his team in the process of both writing emails and replying in the most efficient way possible to customers. Additionally, with its Paraphrase & Simplify features, it has made the job of explaining something to confused clients a breeze.
Customers received support that was provided through a more immediate, clear and understandable communication.
Customer Support Emails Written in Seconds
TextCortex works well and, most importantly, it works quick while never sacrificing the quality of the final result.
Our bullet point to email feature will work wonders in terms of email writing and clear communication.
Sometimes Growth Stems from Minor Shifts
There has recently been a high turnover rate in employees at our client’s organization and his has caused some issues as many staff members had to be replaced.
A high turnover rate can be difficult for an organization to manage. This is because it means that a lot of new, inexperienced employees are being brought on board each year, and it can be difficult to keep track of them and ensure that they are performing to the company's standards. It’s crucial that they dive in the right type of communication and learn to reduce the amount of time spent on trivial operations.