In today's highly competitive business landscape, customer service and customer experience (CS & CX) play a pivotal role in a company's success. To meet the ever-evolving demands of customers, organisations are turning to advanced solutions like SuccessCX's Managed Assist program. This article delves into the key components of the SuccessCX Managed Assist program and how it empowers businesses to drive efficiency, enhance customer satisfaction, and improve overall operations.
The SuccessCX Managed Assist program operates with a structured approach that involves facilitating monthly check-points with your key stakeholders and establishing an engagement cadence. This proactive approach ensures that the program aligns with the customer's goals and objectives, adapting to evolving needs and circumstances.
1. Managed Assist Objectives
The primary objectives of Zendesk's Managed Assist package are designed to help businesses achieve their CS & CX goals effectively:
a. Strategic Planning: Collaborate with your organisation to identify and define CS strategies and goals, building a comprehensive program of work to deliver on these requirements.
b. Operational Efficiency: Drive efficiency and effectiveness in handling customer service enquiries through sound agent operations and best practices.
c. Capability Enhancement: Design, configure, and launch CS capabilities that align with CS & CX strategies.
d. Skill Development: Enhance operations through training and coaching in Zendesk best practices, ensuring teams are equipped to deliver exceptional customer service.
e. Customer Insights: Deploy Voice of the Customer strategies to gain 360-degree insights into customer preferences and ongoing areas for improvement.
f. Analytical Insights: Configure business dashboards to provide analytical insights into performance across service, knowledge, and communication channels.
2. Engagement Cadence
The SuccessCX Managed Assist program maintains a well-structured engagement cadence to ensure consistent progress and alignment with customer objectives. This includes monthly meetings with key customer stakeholders, with a focus on defining activities, deliverables, prioritisation, and addressing immediate urgencies.
3 Managed Assist Approach
In the discovery phase, the SuccessCX Managed Assist team seeks to gain a deep understanding of your current business strategies, goals, and processes. This information helps create the Assist Engagement pack, which documents strategic goals, roadmaps, and success measures. The team also conducts configuration reviews to align the existing setup with best practices and customer objectives, building a roadmap for achieving key milestones.
During the scoping phase, the program refines and agrees upon recommendations. It involves defining the scope of future work, prioritising recommendations, and creating a plan to configure, test, and deploy improvements with minimal service disruption. Timelines, budgets, and potential issues or risks are documented to ensure transparency and preparedness.
The execution phase focuses on implementing the agreed-upon recommendations. The SuccessCX Managed Assist team optimises and documents configurations based on tasks and priorities. They continuously review outcomes, measure success, and use an agile approach to re-prioritise as needed. A retrospective analysis is conducted to propose further optimisations, ensuring continuous improvement.
3.4 Optional Value Add Items
Beyond the core components, the SuccessCX Managed Assist program offers additional value through optional services:
The program showcases improvements and enhancements to key stakeholders, demonstrating the value derived from previous activities. This includes highlighting upcoming product capabilities that could benefit the business, keeping customers informed about potential innovations.
Coaching, Communication, Enablement
The program provides coaching and enablement for agents, admins, and team leaders as required. It also ensures effective communication with agent teams regarding initiatives, expected impacts, and improvements resulting from the managed service.
The SuccessCX Managed Assist program provides businesses with a holistic approach to enhancing their customer service and customer experience efforts. By aligning with customer goals, refining strategies, and optimising operations, the program empowers organisations to drive efficiency, improve customer satisfaction, and stay competitive in today's dynamic market. With optional value-added services, it ensures ongoing support and engagement to achieve lasting success in CS & CX.