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10 Tips and Techniques for Customer Service Problem-Solving

October 11, 2023

In the customer service world, challenges arise when you least expect them. Whether you're a seasoned professional or just starting, mastering the art of problem-solving is essential.

In this article, we’ll share with you 10 simple yet effective tips and techniques that will empower your team to navigate customer service issues like a pro.

From active listening to setting realistic expectations and offering solutions, these strategies will benefit your business by enhancing your team’s problem-solving skills and boosting customer satisfaction.

Why are problem-solving skills important in customer service?

Problem-solving skills are crucial in customer service because they turn frustrating situations into bright opportunities. When you effectively identify and address customer issues, you also show that you genuinely care about their satisfaction.

These skills build trust, improve customer loyalty, and lead to positive word-of-mouth recommendations. Moreover, they help your team handle challenges efficiently, reducing stress and improving overall job satisfaction.

In short, mastering problem-solving in customer service is the key to creating happy customers and a thriving, customer-centric business.

Customer Service Problem-Solving # 1 - Active Listening

Active listening is a vital technique in customer service problem-solving. It involves fully focusing on what the customer is saying, not just waiting for your turn to speak.

To practice it effectively, encourage your team to maintain eye contact, nod in acknowledgment, and use phrases like "I understand" to show empathy. Let them practice how to avoid interrupting and give customers the space to express themselves fully.

By truly hearing your customers’ concerns and needs, your team can respond more precisely and find solutions that leave customers feeling valued and satisfied. This successfully turns potentially challenging situations into positive experiences.

Edapp can empower your customer service team's problem-solving skills by offering interactive and customized training courses. These problem solving training courses include EdApp’s Problem Solver course. There’s also a course on Dealing with Difficult Customers .

Through scenario-based simulations, your team members can practice resolving real-life customer issues in a safe learning environment. Edapp's reporting and analytics features allow you to monitor individual progress, identify areas for improvement, and provide targeted feedback.

With the flexibility of mobile learning , your team can also access training anytime, anywhere, making it convenient to sharpen their problem-solving abilities. Plus, Edapp's engaging and adaptive content makes sure that your team stays motivated and develops the critical skills needed to excel in customer service problem-solving.

Sign up to EdApp for free to unlock your customer service team’s best potential.

Customer Service Problem-Solving # 2 - Stay Calm and Patient

Staying calm and patient is a superpower in problem-solving. When your team keeps their cool even in tough situations, it sends a reassuring message to the customer that they’re competent and there to help.

Some tips you can give them are to take deep breaths, to remember it's not personal, and to not rush through the conversation. Pausing to collect their thoughts can also lead to better solutions and prevent the situation from escalating.

With this customer service problem-solving skill, your team gains the upper hand in resolving issues effectively, creating happier customers, and making their jobs less stressful in the process.

Customer Service Problem-Solving # 3 - Apologize Sincerely

Apologizing sincerely is a golden technique in customer service. When your team members genuinely say, "I'm sorry," they show empathy and take responsibility for any inconvenience the customer has faced, regardless of fault.

This simple act of acknowledging their frustration can go a long way in diffusing tension and starting the path toward resolution when it comes to customer service problem solving. A sincere apology demonstrates that your customer service team cares about their experience and is committed to making it right.

So, don't let your team underestimate the power of a heartfelt "I'm sorry" in turning a customer's problem into an opportunity to leave them feeling valued and satisfied.

Customer Service Problem-Solving # 4 - Take Ownership

Taking ownership is a remarkable technique when dealing with customer problems. When your team members accept responsibility for resolving an issue, they send a clear message to the customer that their concerns matter to your business.

It doesn't matter if your product or service caused the problem. By taking ownership, your team demonstrates a commitment to finding a solution and ensuring their satisfaction. This step builds trust and confidence in your customers, showing that your team is there to support them every step of the way.

Encourage your team to say, "I'll take care of this for you." It's a powerful way to transform challenges into opportunities in exceptional customer service problem solving.

Customer Service Problem-Solving # 5 - Set Realistic Expectations

Setting realistic expectations is an important step for customer service problem solving. When you communicate clear timelines, you're being honest and transparent with what the customer can expect.

This helps manage their expectations and prevents disappointment down the road. Under-promising and over-delivering is a technique your team can use to make sure that they have the time and resources needed to meet or exceed the commitments they’ve made.

This technique not only prevents misunderstandings but also creates a positive experience by showing that your team is dependable and trustworthy. It ultimately makes customers happier and more satisfied with the service they receive.

Customer Service Problem-Solving # 6 - Collaborate with Colleagues

Letting your team members collaborate with their colleagues for problem-solving is like having a superhero team for customer service in your organization. Sometimes, challenges are complex, and it's perfectly okay to call in reinforcements.

They can also involve other team members or departments when needed, ensuring that they have all the expertise and resources at their disposal. Effective internal communication is the key here; so make sure that everyone is on the same page.

This customer service problem solving example helps find more comprehensive solutions and demonstrates a unified commitment to customer satisfaction. So, remind your team that they’re not alone in this mission–collaborate, conquer, and make your customers' day better together.

Customer Service Problem-Solving # 7 - Offer Solutions

Offering solutions is not just about acknowledging the issue; it's about actively seeking ways to fix it. Presenting practical solutions to the customer's problem shows that your team is dedicated to making things right and that customer satisfaction is their top priority.

So when faced with examples of problem-solving scenarios, have your team discuss the options, outlining the pros and cons if necessary, to help your customers make an informed decision.

Offering solutions not only resolves the immediate problem but also fosters trust and loyalty, leaving customers feeling heard, valued, and confident in your team’s ability to provide exceptional service.

Customer Service Problem-Solving # 8 - Follow-Up

Once the issue is resolved, your customer service team shouldn’t leave your customers hanging. They should take the extra step to check in with them.

Whether it's a quick email or a phone call, asking if everything is going well shows that your team genuinely cares about their satisfaction even after the problem is resolved. It's a fantastic way to ensure their needs are fully met and to gather valuable feedback for continuous improvement.

Following up not only leaves a lasting positive impression but also transforms a simple resolution into a memorable and delightful customer experience . So, remind your team to circle back and make sure that your customers are smiling long after the issue is history.

Customer Service Problem-Solving # 9 - Document the Interaction

When your team members keep detailed records of customer issues and the steps taken to resolve them, they’re creating a valuable resource for your customer service team.

These records offer a clear picture of past challenges and solutions, making it easier to spot trends and identify areas for improvement. Plus, they guarantee consistency in your service by allowing any team member to pick up where you left off, providing a seamless customer experience.

Think of documentation as your team’s secret weapon for conquering future customer service adventures, helping them navigate problems with confidence and precision.

Customer Service Problem-Solving # 10 - Learn from Each Case

After resolving an issue, let your team take a moment to reflect on what went well and what could be improved. Have them analyze customer feedback and common issues to identify patterns and trends.

By turning each case into a learning opportunity, your team can continually refine their problem-solving skills and fine-tune your business’s customer service approach.

It's the key to growth, making sure that you and your team are always ready to tackle new challenges with even greater expertise. This ultimately creates happier customers.

Donna is an elearning content writer for EdApp, a mobile-based microlearning platform designed for today's digital training needs. When she's not writing web articles, she writes lines of code or songs or anything food-related.

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Sales | How To

12 Common Customer Service Problems & How to Resolve Them

Published September 4, 2023

Published Sep 4, 2023

WRITTEN BY: Bianca Caballero

This article is part of a larger series on Customer Service .

• 1 Service Not Aligned With Customer Journey
• 2 Difficulty Maintaining Quick Response Times
• 3 Rude Behavior of Support Agent
• 4 Frequent Call Transfers
• 5 Difficulty Accessing Live Human Agent
• 6 Using the Wrong Tools & Software
• 7 Relying on Limited Support Channels
• 8 Inadequate Training for Service Reps
• 9 Pushing the Wrong Product or Service
• 10 Failure to Deliver Promised Solutions
• 11 Treating Customers as Mere Numbers
• 12 Website or Software Outage
• 13 Frequently Asked Questions (FAQs)
• 14 Bottom Line

Customer service problems can harm your business, affecting customer satisfaction, trust, and loyalty. Some of the most common issues in customer service are slow response time, rude communication by the support staff, and lack of real-time engagement. Continue reading as we discuss the reasons for these issues, give tips on how to solve customer service problems, and share tools that can effectively support your teams.

1. Service Not Aligned With Customer Journey

Over 70% of consumers expect businesses to provide a conversational care experience during their interactions. Unfortunately, you could easily fall into the trap of inconsistent service when customer service is not properly aligned with the customer journey. This could happen to any small business customer service team, especially those growing and expanding quickly.

Solution: Map out your customer journey to understand your clients’ behavior, interests, needs, and most preferred channels. If you are using several support channels, use a tool like Freshdesk that can unify all customer conversations in an omnichannel platform. This way, you can easily monitor all rep engagement and performance with just a single solution.

Visit Freshdesk

Freshdesk omnichannel dashboard with a birds-eye view of the support team’s performance across channels (Source: Freshdesk )

Curious about how this platform can help your business grow? Read our comprehensive Freshdesk review and learn how to solve problems in customer service with the help of this tool.

2. Difficulty Maintaining Quick Response Times

Consumers often expect instant or quick customer service problem-solving. In fact, 70% of customers say the acceptable response should come within the same day the request was sent. Almost half (46%) are willing to wait until the next day, and only 16% would wait up to three days. However, factors such as insufficient manpower and lack of tools like live chat could affect queue time significantly.

Solution: Aside from adding more personnel, integrate a customized live chat widget to your support channels to help your agents respond faster to customer queries. A platform like LiveChat lets you handle multiple conversations at the same time, reduces the queue, and helps increase the customer satisfaction (CSAT) rate.

Visit LiveChat

An example of LiveChat’s customizable chat widget (Source: LiveChat )

3. Rude Behavior of Support Agent

Customer service reps could exhibit rude behavior for several reasons. These could include constant challenges to customer service solutions, a rude customer unprovoked by the rep, and personal issues that the rep could not push aside at the moment. However, no matter how irate the customer becomes, a rep should not be rude to a customer.

Rude communication and behavior from customer support staff is one of the worst things for a business. There are instances where human reps are pushed to their limit and unintentionally lash out at customers. Fortunately, 80% of consumers will forgive a company for a mistake after receiving excellent customer service. This is why it is important to integrate basic customer service etiquette into your business.

Solution: Train your customer service reps on using the right words when interacting with different types of customers and how to politely say no to a customer request. You can also provide live chat scripts to help them deliver consistent responses in different situations.

Want to learn the best practices for customer service communication? Read our article on customer service response templates to learn about the standard replies to customers’ most common complaints and issues. Download these templates for free and customize them to reflect your brand voice in your chat scripts.

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4. frequent call transfers.

Agents sometimes have to transfer a customer to another agent when they don’t have an immediate solution to the query. This also happens when the rep feels like another agent or a superior can offer a better customer resolution. For consumers, it’s frustrating to have to repeat the process of detailing their concerns each time they are transferred.

Solution: Use a customer service tool with intelligent routing capabilities to direct tickets and conversations to the right agent or department. Zoho Desk, for example, allows you to set up skills-based routing so that incoming support tickets go directly to specific agents based on their skills. This way, you can avoid or minimize the transfer of conversations and facilitate quick resolution of customer service issues.

Visit Zoho CRM

Zoho Desk skills-based ticket routing (Source: Zoho )

Interested in learning more about this platform’s features and capabilities? Check out our in-depth Zoho Desk review .

5. Difficulty Accessing Live Human Agent

Studies show that 69% of customers are willing to interact with a chatbot for simple issues and frequently asked questions (FAQs). Automation should be used to start a conversation with a customer and to minimize customer wait time, but you should know when to use chatbots and human live chat . For instance, complicated customer problems like payment disputes require elaborative conversations with a human agent.

Solution: Pick the right tasks to automate based on the type of queries you receive. For instance, self-service and knowledge bases work best for predictable FAQs. Alternative support channels like live chat and email allow your customers to connect with human agents to discuss more complex issues, such as payment disputes. If you primarily use chatbots to connect with customers, choose a chatbot platform like Landbot that offers an option to transfer the conversation to a live human agent.

Visit Landbot

Landbot human takeover of chatbot conversation (Source: Landbot )

6. Using the Wrong Tools & Software

There are several factors that go into selecting software and tools for your business. These include your unique operational requirements, budget, and feature needs. Choosing software that does not fit your business needs could lead to complicated service processes, slow response times, and decreased satisfaction among reps and customers.

Data shows that 60% of high-growth businesses use help desk software to enable their support team. Other top options include a knowledge base, shared email alias, customer relationship manager (CRM), live chat, and support tickets.

Solution: Work with your sales, marketing, and customer service departments to find the right software that fits your unique business needs. You can select from several options, including CRMs, ticketing systems, and help desk software. You can also read our guide on how to choose help desk software and follow the steps in this article to ensure that you pick the right platform.

7. Relying on Limited Support Channels

Online portals and email ticketing are still among the top customer support channels that customers prefer. However, there are situations, such as in troubleshooting, where customers are not satisfied with live chat support and would seek a face-to-face conversation to resolve the issue. Statistics show that almost half (46%) of customers prefer to engage with service reps in person, and 59% want access to phone support.

Solution: Use video and voice chat to quickly identify the root cause of the issue and solve customer problems. You can also collaborate using co-browsing, which allows you to control the customer’s screen, and help them fill out complex forms. A platform like REVE Chat offers both co-browsing and video calls for more efficient troubleshooting.

Visit REVE Chat

REVE Chat co-browsing feature lets an agent jointly navigate a customer’s screen. (Source: REVE Chat )

8. Inadequate Training for Service Reps

More than half (68%) of customers feel that most businesses need better training for their customer service agents. This could be due to several reasons, including the lack of solution guidelines for specific customer queries and inadequate training on proper communication. Businesses should ensure that their agents are well-equipped to deal with different types of issues in their field to maintain good customer experience.

Solution: Conduct regular and thorough product training sessions to build a solid foundation of your reps’ product knowledge. You also have to monitor and evaluate customer engagement to check if your reps are providing the correct information to customers. Read our list of the top customer service training topics and ideas and use it to bring out your team’s full potential.

9. Pushing the Wrong Product or Service

There are times when reps offer the wrong product because they are unable to understand what their customers want or need. Other factors that could contribute to this problem include lengthy and unclear conversations, a one-size-fits-all approach to all customer issues, or the lack of a competitive analysis of customer needs. All these could lead to a rep mistakenly pushing the wrong product or service to a customer.

While better deals and product quality primarily drive brand defection among consumers, 48% of customers switch to another brand in search of better customer service. No matter what the reason is, offering the wrong product to a customer reflects poorly on the company you are working for.

Solution: On top of proper training (mentioned above), it is also wise to gain insights from visitor analytics first before offering customers a product. Use a tool like HubSpot to track customer behavior in real time and gather valuable insights into their activities on your business website. This way, you can gauge their interest in a certain product or recommend another one based on what they need or want.

Visit HubSpot

HubSpot contact website activity tracking (Source: HubSpot )

Want to know more about this platform’s customer service features? Head on to our HubSpot Service Hub review page .

10. Failure to Deliver Promised Solutions

Failure to deliver a promised solution impacts your brand negatively. On the other hand, doing what you promised would help improve customer satisfaction (CSAT) , especially because their expectations of you will continue to rise. Research shows that 68% of customers trust businesses to tell them the truth. That said, don’t make any promises you can’t keep to avoid losing customers’ trust.

For example, if your company promises to respond to support requests within 24 hours, your team should aim to do so on or before the promised deadline. Anything beyond that deadline should be unacceptable because it would lead to a breach of trust.

Solution: As part of your customer service strategy , have a properly defined plan for solving customer service problems. This plan should include setting a timeline for every solution you offer customers—making the customer feel that your team is taking your issue seriously and is working to resolve it shortly. Check out our guide to measuring customer satisfaction to get an overview of your service team’s performance.

11. Treating Customers as Mere Numbers

Lack of after-sales support could make your customers feel deserted, and sadly, 56% of customers feel that companies treat them as mere numbers. Some businesses are done interacting with customers once they close a sale. This should not be the case. Excellent customer service involves making your customers feel appreciated even after they have made a purchase.

Solution: Make regular follow-ups with customers so you’ll know if they encounter issues with your product. You can also send personalized thank-you notes via email or tags on social media. These simple gestures show how much you care for your customers.

Interested in simplifying your customer follow-up communication? Download and customize our free sales and customer service follow up templates to check in with your customers after closing a sale.

FREE Follow-up Templates

12. Website or Software Outage

Service downtime could happen to every business, and one out of five organizations report experiencing severe outages that cause significant financial losses. Such a situation will cause your customers to panic and bombard the customer support line with calls or requests. It is difficult to deal with the influx of support calls and the fact that these occurrences are out of your control.

Solution: Establish a service level agreement (SLA) between your company and your software providers to outline your expected level of performance and set uptime. It should also include the consequences of violating this agreement. In addition, it helps to be transparent with your customers about service outages and the estimated time to resolution.

Frequently Asked Questions (FAQs)

What are the types of complaining customers.

Complaining customers generally fall into five categories:

• Meek: Avoids confrontation and only makes their customer complaint known when you actively seek feedback
• Aggressive: Complains loudly and tends to be dismissive of reasons for an unsatisfactory service
• High-roller: Expects the highest level of customer service and is willing to pay for it
• Rip-off: More interested in getting something they are not entitled to receive rather than actually solving customer problems
• Chronic: Never satisfied with any solution and will always find something to complain about

Why is bad customer service a problem?

Bad customer service could lead to lost revenue and lower profits. When you ignore customers’ needs and provide them with bad experiences, you might lose them to your competitors. Aside from losing your current customers, it could also prevent you from acquiring new ones. This is why it is very important to know how to solve customer service problems.

How do you resolve customer service problems?

Problem-solving and troubleshooting customer issues involve the following steps:

• Ask relevant questions to find out what is upsetting the customer.
• Identify the problem and describe it precisely.
• Formulate various solutions and present them to the customer.
• Deliver the promised solution within a reasonable time frame.
• Follow up with customers to assess their satisfaction with the solution.

Bottom Line

Customer service problems are inevitable and will continue to evolve as customer expectations change over time. The important thing to do is to have a well-outlined plan on how to solve customer service problems quickly and effectively. You should also invest in good customer support tools that can help you manage and streamline customer engagement, as well as monitor your team’s performance with ease.

About the Author

Find Bianca On LinkedIn

Bianca Caballero

Bianca Caballero is a subject matter expert at Fit Small Business who covers Sales and Customer service topics. Prior to working at FSB, she was in field sales and territory management. When she launched her career as a writer, she worked with companies from the US, Australia, and China. At present, she uses her 12+ years of writing experience to provide FSB readers with the best answers to their questions.

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The Guide to Effective Customer Service Problem Solving

Cases that start as “I don’t know” quickly become “I figured it out!”

“I don’t know” isn’t a good enough answer in customer support. When customers come to you with unique problems and unusual questions, we can’t refuse to answer them. In this guide, we’ll give you the steps to turn that “I don’t know” into something better:

“I don’t know, but I’m going to figure it out.”

With this guide to effective customer service problem solving, we give you a three-step process to follow:

• take stock of the information you’ve been given,
• gather any additional information you need,
• and then work to solve the problem and respond to the customer.

Let’s get started.

Assess the information you have

Information is the most important tool in your tool belt. The first step in solving any problem is to identify all the information you already know. Whether this case was escalated to you for help, or if you’ve just realized that there may be more than meets the eye to this problem, take the time to lay out everything you know.

Customer’s tone

How does your customer feel about the situation? Are they technically minded, or are they struggling to describe technical issues ? Are they calm and cooperative? Or combative and frustrated? Is this a deal-breaker for them? Or is it just a weird bug? The demeanor of your customer will inform how you approach the situation going forward.

Customer’s history

Do a quick review of the customer’s previous support interactions, any purchases they’ve made, what plan type they are on, etc. This context will help you replicate the issue, as well as respond appropriately to the customer.

What’s happening?

Do you know enough about what’s happening? Have they sent through screenshots? Error messages? Console data? What were they trying to accomplish? It doesn’t need to be a technical problem for this step to still be important. Understanding what the customer’s motivation is will help solve a variety of issues.

Has this happened before?

It’s very unlikely that this is a brand new problem. Has the customer reported it happening before? Has any other customer reported it happening before? Help desk search functions are incredibly powerful tools. Search error messages and problem statements to see if other customers have reported similar issues. You can also search the internet to see if it’s a third-party issue. For example, if you’re using a third-party payment system, you might be seeing one of their errors when customers are purchasing on your website.

Gather more information

Okay, we’re partway there! If you didn’t have an epiphany while you were sorting through the information already at your disposal (sometimes that happens!), it’s time to gather more data.

Can you replicate it?

There’s no way to get more information than to get hands-on with the problem. Do you see the same thing happening?

If not, what information do you need to replicate it?

If you can’t replicate the issue, it’s probably because you’re doing something different or in a different environment. What information do you already have about the customer’s environment? What do you need to know in order to do exactly the same thing?

• Environment: browser version, extensions (try it incognito?), other settings.
• Steps: can they record a screengrab? What are they trying to do? What error message do they get?
• Specific settings: what account are they using? What version of your product are they using? If you can try it in their account (using “admin mode” or “god mode” so you can see it without asking for their username or password), does it happen for you as well?

Ask other people

Now’s the time to check in with other people on your team to see if they have any ideas. Have they ever seen something similar?

Depending on your relationship with your product and engineering team, you may also be able to check in with them at this point. However, many teams have a more formal bug reporting process in place to prevent “side of the desk” questions from interfering with their workflow. If that’s the case, you may want to do more research first.

Solve the problem

Now you’ll need to actually solve the problem for the customer. It might require finding a workaround, or reporting a bug to the development team.

Bug or works-as-designed?

Once you’ve replicated the issue, you’ll need to decide whether that is the way it’s supposed to work, or if you’ve found a bug. If it’s a bug, congrats! You can file a bug ticket and ask your engineering team to fix it. If it’s a feature or a design flaw, you may need to make a case for an update. In this case, the complex problem may turn into a feature request.

Is there a workaround?

Can you get to the customer’s desired end result in another way? Whether the issue turns out to be a bug or a feature, if you can find another way to achieve their goal, your customer will be happy!

Write a great response

Once you’ve replicated the issue, solved the problem, found a workable solution, or at least documented the bug for a future fix, you need to get back to the customer. Writing an empathetic, thorough response can make all the difference in a complex situation.

In many cases, your response will follow the same steps as a great customer service apology :

• Offer explanation
• Fix the problem
• Wrap it up and let them know what’s next

Resources for Customer Service Problem Solving

We all need a little help sometimes. If you’re learning how to fix more difficult problems, these resources can help.

Help Scout’s Art of Troubleshooting

On a mission to troubleshoot a bug? This guide is super helpful .

Support Details website

Learn how to use Developer Tools, especially Web Consoles

Be like Sherlock, and look for clues!

Customer support requires communication skills and problem-solving skills. Looking for the clues to solve the puzzle becomes a big part of your job as soon as you start to take on more difficult customers. With this guide to customer service problem solving, you’ll have a systematic way to approach those tough questions. Cases that start as “I don’t know” quickly become “I figured it out!”

How did you like this blog?

Sarah Chambers is a Customer Support Consultant and Content Creator from Vancouver, Canada. When she’s not arguing about customer service, she’s usually outdoors rock climbing or snowboarding. Follow her on Twitter @sarahleeyoga to keep up with her adventures.

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10 Common Customer Service Problems and How to Resolve Them

Customer. Vendor. Seller. Buyer.

All of them have been around since the concept of commerce started.

Fast forward to 2020.

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. 

And rightfully so. 

It only takes one bad experience for the customer to swear off your business forever. 

By the same logic, one outstanding customer experience can convert them into loyal brand ambassadors, lifelong. 

So, what is the most natural solution to ensure that your relationship with your customers becomes better? 

Isn’t the answer pretty obvious?

You can have a great product and a very talented staff. But the one thing that the majority of customers will remember in all likelihood is the direct interaction they had with your business. 

And who is at the forefront of this experience? Your customer service team, of course!

Great Customer Service Can Be an Asset to Your Business

The bottom line is that your customer service department is the face of the company for your customers. Any experience that they have is primarily a direct outcome of the quality and skill of the team. 

Hence, any strong business will look to harness the power of customer service to develop positive relationships with the clients. But if you are a proactive company, you will keep asking the questions, “ What is good customer service? ”

The core value of outstanding customer service is centralized around attending to the needs and expectations of your customers through careful listening. Therefore, to prevent the relationship from stagnating, you have to be constantly looking out for newer and innovative opportunities for experience enhancement. 

Improving Customer Service Standards by Addressing  Problems Head-on

Your customers are interacting with your business pretty much every day. It is clear that at some stage, your team will encounter roadblocks and challenges. 

The success of your business will depend on how skillfully you handle your customer service problems .

Remember, if you can resolve these issues successfully, you would have won a customer for their lifetime. They will return to you again and again, thus, boosting revenue and profits. 

On the other hand, if the handling is poor, expect your customers to bolt to your closest competitor. And with it goes your revenue too. 

So, the question remains that in spite of knowing the benefits of a positive customer service experience, why is it so hard to deliver it consistently? 

Everyone knows that customer service jobs are really challenging. And a problematic customer is probably the icing on the cake. 

Problems, queries, and complaints, you never know what’s in store for you next. Some days you could be solving customer problems for one distressed client, whereas other days can feel like a train wreck. And your job is to salvage it all.  And end it all on a high note.

Customer service is no rocket science.  But if it’s that simple, then why do so many businesses do not know how to solve customer service problems? 

Maybe looking and analyzing the reasons behind common customer service problems as reported by consumers can be a step in the right direction. 

Let’s take a closer look at the solutions that can help you get your customer service standards up in the process. 

1. When the Response Times Are Long

When the world moves at break-neck speed, why should the customer be kept on hold, waiting for the agent to respond? 

Customers today expect communication with service departments to be instant. In fact, they want immediate resolution of their concerns too. This is, indisputably, the first in the long list of the common problem with customer service that needs to be addressed by businesses. 

Check out the reasons why this major problem occurs frequently:

• If the company does not establish a standard set of processes and practices to the field, answer and evaluate responses
• If there is no accountability on the part of the agent if response times have been really prolonged
• If agents end up doing a lot of manual work in the absence of adequate automation
• If agents are not trained to handle multiple queries simultaneously

To drive yourself back into the fast lane, you need to do the following:

• Create a process that outlines the workflow of what an agent should do when he or she receives a customer query with the focus of handling it promptly and efficiently
• Ensure that your agents are aware of their roles and responsibilities along with who they are accountable to if and when there are lapses in service
• Make use of technology and automation that helps take care of some of the repetitive tasks through a combination of canned  responses that are framed to expedite the workflow
• Allow your customers to reach you via multiple channels including email, website chat, phone, hosted with  contact center technology , social, text message and allocate resources accordingly
• Start creating a knowledge base to pre-package responses to the most commonly asked questions which also ensures that your service team remains consistent with their levels of service

Customer service issues, if left unattended, can be a frustrating experience for your client. Be proactive and keep your customers informed of how you aim to address their issues quickly.

Read More: Proactive VS Reactive Customer Service: Which One Should You Choose?

2. When Customer Reps Do Not Listen Carefully to What the Client Needs

Your customer service problem-solving starts by diving due importance to listening. This is often overlooked, which may result in catching the customer service agent off guard with questions to which you may not have the appropriate answer.

You may not want to be in a position where you have to listen to customers complaining. Unless you give your full attention to what the customer is saying, it will be difficult to understand what they need or how to service their problem. 

You can land up in this situation due to the following reasons:

• If the customer finds it difficult to explain the issue due to a lack of knowledge of relevant technical terms
• If the customer has been disappointed with the product or service as it did not meet their expectations
• If you simply do not know the answer to the concern because you did not pay attention to what the customer said

To help you deliver the right resolution, you can do the following:

• Ensure that you have understood the issue about what the customer requires and double-check the problem if required
• Follow it up with a genuine apology because many customers are simply looking for an acknowledgment of the mistake made by the business
• If you do not have a solution right away, then admit it to the customer right away
• On the other hand, if a ready solution is available, then share it with the customer immediately

A study published in the Harvard Business Review reported that a complaining customer handled proactively in less than 5 minutes will go on to spend more on purchases in the future.

Y our agents should be quick to understand and analyze customer problems.

Remember that empathy, too, begins with active listening.  Wouldn’t you call this an ideal customer service problem example ?

Read More: Top 20 Issue tracker tools that Help in Issue Identification and Resolution

3. When the Customer Gets Transferred from One Department to Another

When people engage with businesses, and it does not turn out as per their expectations, it is the ultimate death knell to your reputation.

When a customer keeps getting transferred from one agent or department to another, it ensures that a customer will never return to you or your business in the future. Neither will they recommend you to people they know. This brings us to the second most common customer service problem.

Here are some reasons why a customer call may get transferred:

• If the customer agent does not have a ready solution to the query that has been put forward by the client
• If the rep is not the appropriate individual to offer a resolution to the issue
• If the agent feels that a superior will be able to offer a better solution to the problem

To ensure that the customer is not enraged, this is what you can do to pacify the situation before transferring the customer:

• Inform the customer the reason, why you need to transfer the call to another agent, senior manager or department
• Explain the present situation in detail so that the customer understands that sticking with you may take more time to resolve the issue
• Request permission to transfer the call and ask if the customer has any further questions that need answering
• Wait for a confirmation in the affirmative and then initiate the transfer

Remember that the customer may already be on the brink of losing it if the call has already been transferred several times. Try not to push him any further than you need to. You do want the experience to end on a positive tone.

4. When Customer Service Reps Are Rude to Clients

This is possibly the worst-case scenario for a business where the customer service rep has been rude to the client. You can’t deny that this is a tough situation to handle and is best avoided under all circumstances. 

No matter how frustrated or high-pitched a customer might go at the time of conversing with a service agent, it does not give the rep the license to be rude to the customer in any way. Generally, such situations are handled by an experienced manager.

Circumstances that can lead them in the direction of being rude to the customer include:

• If the customer constantly challenges what the agent is trying to communicate to mitigate the situation to the best of their abilities
• If the customer is rude and abusive to the agent without any provocation from the rep’s side
• If the customer service agent has personal issues that he or she could not put aside whilst attending to customer calls

Following these guidelines can help you tackle even a sticky situation such as this:

• You need a team of service personnel with a positive and can-do attitude against hiring people just on the basis of their experience
• Ensure that they are empathetic to customer needs, no matter how badly the customer behaves or speaks
• Invest time and effort to upskill your team, especially in soft skills, through ongoing training and development programs

For now, it may seem like a rather far-fetched strategy to take care of a critical customer service problem and solution. In due course of time, you will see that it was worth the effort.

5. When You Cannot Offer A Solution to The Customer

There will be times when you may not have an instant solution for the customer. Telling that to the customer can be slightly tricky, especially if you notice that the customer is already annoyed. But dealing with an angry customer is part of the job description, and there is really no way of escaping it.

Customer service reps are only human and may not be able to offer a resolution of customer queries on the first contact. When customers have to chat or call the service department multiple times, it can be a hassle for them.

There may be several reasons why agents may not be able to offer immediate solutions. These include:

• If the business has encountered this specific customer query for the very first time in which case the solution guidelines have not been outlined for reference
• If the customer service rep has not received adequate training or information on the company, its goals, products, and services
• If the agent simply does not know the answer to the query because he or she has not proactively kept themselves updated on all relevant information and knowledge

You can go through possible solutions options in a scenario such as this:

• The agent can refer the query to a more experienced colleague or manager in the absence of an outline to the solution 
• The company should pass on all relevant information to their customer service department and follow it up with periodic training sessions
• The agent should also invest time in learning about the company, their products, and services, etc. on their own
• Let the customer know that resolving the issue will take time and promise to get back within a reasonable timeline with the solution the query

Even though this is not the ideal situation to end the conversation, it is a common occurrence in customer service. Just make sure that whenever you get back to the customer, the solution should be able to meet their expectations.

A very important and viable solution here can be an updated knowledge base that the support reps should have access to as and when they need it. This will reduce the chances of inadequate or incorrect information being passed by reps to the customers.  That’s a great customer service problem-solving example that anyone can refer to.

6. When Customers Cannot Get A Live Human Being

Be it  live chat tools or phones, technology has allowed a significant percentage of customer service processes to be automated. While the life of a customer service agent has been simplified to a large extent, most customers find it really annoying to have a real human dealing with their issues.

Customers today want to talk to humans, not machines. This brings us to another key customer service issue that is quite common these days.

The top reasons why businesses are prioritizing automation in their customer service processes are:

• If the business is looking to minimize customer wait times and reduce friction, then automation is the obvious answer
• If the business wants to prioritize and attribute tasks efficiently through workflow automation
• If the business hopes to reduce resource costs in which case automating some of the tasks can be beneficial
• If the business is trying to attract a newer demographic who are not averse to conversing with a chatbot or IVR

Here is how you can avoid some of the pitfalls:

• Pick the right tasks such as repetitive jobs, resources for self-service ,  FAQs , knowledge bases, etc. that can be automated with a knowledge base software which also prevents you from alienating your customers
• Merge your service channels by converting them into an omnichannel strategy to collaborate effectively and efficiently ensuring that information silos do not happen
• Automation should be undertaken to support your human team and not as a substitute for your live agents
• Always request feedback to keep abreast of any change in customer opinion regarding the automation of your processes, either partially or fully

Automation requires a lot of planning to make sure it is successful in offering the right customer experience to your clients. Too much of it can undermine the goals of achieving good customer service. Now, this looks like the perfect customer service problem and solution example. Wouldn’t you agree?

7. When Customer Service Pushes the Wrong Product or Service

This situation can arise if the customer has a specific product or service-related query or maybe needs guidance to decide on, which is a suitable variant or model that will fit best with their needs.

Many times, customer service agents adopt a ‘ one size fits all ’ kind of approach. This may result in them pushing a product or service to the customer, thus, adversely impacting their experience with the business. 

• If there is a serious lack of knowledge on the part of the agent where he or she does not know the USPs of specific products or services
• If the agent is unable to perform a competitive analysis of the buyer’s needs which may result in a guesstimate rather than an accurate evaluation
• If the rep does not take into account the customer’s interaction history , the products or services that interest him or her, what they’ve searched for in the past, and which pages on the site they have been browsing the most 

You need to do the following to get into the customer’s good books:

• Always listen to the customer’s requirements carefully and then carry out a detailed analysis to recommend the right product or service 
• Indulge in some thorough visitor tracking to know what or where the customer has been browsing on your site
• Keep yourself updated with the latest product and service information including features, benefits, prices, and freebies

Your customer is looking up to you for directions. Presenting him or her with a range of helpful suggestions will ensure that you drive the conversation on a positive note. All staff should be trained so that customers receive a consistently delightful, not just satisfactory experience.

Using live chat software that helps you track customer history as soon as the customer says its first word can make things easier for you. Live Chat comes with a plethora of features that help you access customer information in real time  and provide solutions that delight customers.

8. When Customer Service Does Not Follow Through with Promise

If the customer service department is unable to offer an instant solution to the client, they will ideally make a promise to deliver it within a stipulated period. In many instances, it has been observed that service reps are repeatedly missing to live up to what they’ve promised the customer.

This brings us to the next customer service problem of reps not following through with the promise that they have made to the customer. It can be infuriating when the issue remains unsolved due to this.

This customer service problem goes against the very ethos of the profession. However, some reasons why this may still happen are:

• If the processes are not in place to ensure that the agent receives alerts and notifications of an open ticket on time
• If the customer service agent is not proactive in passing the information to all relevant teams who need to be involved in solving the issue
• If the customer support agent is just plain lazy and not bothered about closing the issues with the customer

The following strategies can help fix the above-mentioned issues:

• When the agent follow-up on time, customers feel that they are cared for, which automatically increases customer trust and reliability in the brand
• Do not leave a lot of time gap between your last conversation and the follow-up and the faster you reach out, better are the chances of turning an average experience into a great one
• If the customer has contacted your service department during office hours, be sure to return the call, and email within 24 hours
• Try and avoid ‘Yes’ or ‘NO’ responses when you are following up with the client as opposed to asking more open-ended questions to get more information

No matter what the reason or type of follow-through is, always remember to thank your customers for continuing to be loyal patrons of your brand. A simple ‘Thank You’ will suffice. Streamline processes with the integration of a helpdesk software to ensure that the customer experience is top-notch.

9. When There Is Lack of Customer Centricity

It is easy to lose the culture of customer centricity as the business keeps expanding and growing. When you fail to place the customer at the core of your business, eventually, everything starts falling apart.

Temkin’s State of Voice of the Customer Programs 2017 report cited that 67% of large companies rated themselves as good at soliciting customer feedback , yet only 26% think they are good at acting on it.

This brings us to the next problem with customer service, where it is internal barriers are leading to behaviors that are detracting businesses from promoting a customer-centric culture.

Check these top reasons why customer-centricity issues are not being addressed:

• If the management and top leadership is weak, there will be little or no opportunities to develop the business as a customer-centric organization and this emotion percolates right to the depths of the customer service department too
• If the customer agents are weak and untrained, they will not be able to assess customer needs and expectations effectively
• If there is an overall lack of vision, the customer service department can never excel at their jobs as excellent customer service starts right from the top

Some of these tips can help get you on track:

• Strengthen communication channels between the executive, mid-level, and frontline teams
• Create a more holistic picture of your customers by continually communicating, sharing goals, and linking information and data for arriving at evidence-based decisions
• Empower your service agents to make decisions that also propel customer growth strategies

With a vision that is purpose-driven and a clear path forward will help to draw upon emotional belief systems and team member rationale to walk the talk of a customer-centric organization.

10. When Customer Service Is Not Aligned to Customer Journey

Bad customer experience at any point in the customer journey can absolutely ruin the relationship between the client and the business. Just having a good team in place is not enough. The service team should be aligned with the needs and desires of the customers throughout their lifecycle.  

This brings us to the last problem with customer service, where businesses are not paying adequate attention to getting their customer service workflow in line with the customer’s lifecycle. 

The key reasons are:

• If the business fails to recognize the importance of mapping the customer journey that is aligned with your brand
• If the top leadership is unable to comprehend the worth of mapping customer journeys to help achieve organizational goals
• If the management is not aware of how customer journey mapping can drive growth and offer profitability for the business

Follow these guidelines to succeed:

• Get out of the inside-out perspective of customer journeys because it is grounded with a biased viewpoint
• Focus on how customers and prospects interact with the brand over multiple touchpoints including your website and social channels, outbound marketing , sales team and customer service department
• Do not make the mistake of overlooking all relevant participants in the customer journey or your risk transforming the customer map into a superficial tool with little or no value

Always base your customer mapping on research that will help your service agents to understand the customer experience from the outside-in. Remember to capture the entire journey and always highlight the key moments that push your customers to stay on the course of their purchase path. 

Wrapping Up

Competition is fierce in this global marketplace, and customer service problems are inevitable. And sometimes it can be quite overwhelming to keep up with the ever-evolving innovations that have tremendous control over your customer experience, no matter how good your business is. 

It will always be outstanding customer service that will make them come back for more. People want to feel special. By addressing their customer service problems, you want your customers to walk away from the interaction feeling not only satisfied with the outcome but valued, understood, and prioritized. Try to adopt the solutions mentioned above and wherever required make use of a competent customer support tool  to upgrade your customer service and delight your customers.

Let’s read through some frequently asked questions in the context of customer service problems and how to resolve them:

Why is customer service problem solving important?

It is crucial to solve customer service problems because you want your customers to be happy and satisfied. It also allows the business to identify gaps in their service and figure out a course of action to take corrective measures. 

With a positive image of the brand, your customers will be more than happy to recommend it to their family and friends. 

How do you write a problem statement for a customer?

A problem statement for a customer primarily involves writing out the detailed description of a specific issue raised by a client that needs to be addressed by the team responsible for problem-solving. 

Start by describing the present condition of the customer’s situation and explain the problem from a customer perspective. Outline any possible financial implications that may be incurred as a result of solving the problem. Without evidentiary support, arriving at a final solution will be impossible. Conclude by explaining the obvious advantages of adopting the resolution.

What are the types of dissatisfied customers from customer service?

Generally, dissatisfied customers as a result of poor customer service can be classified into eight types – meek, aggressive, high roller, rip-off, expressive, passive, constructive, and chronic.

What are the problems faced by customers?

There are several common problems that customers face today. 

Topping the list is the lack of authentic information on products and services. Along with that, complex navigation to specific pages, followed by connection issues with digital payments, is also quite a hassle. Poor standards of customer service, after-sales service, and vague return policies also create problems for customers frequently.

How to solve customer service problems?

Handling customer service problems is never an easy job. While it may seem like a challenging process, remember that even the frustrated customer is looking for a solution. 

The best way to tackle such situations is by carefully listening to the issue at hand and without interruption. Acknowledge the issue and ensure that you have understood the concern from the customer’s point of view. Apologize and then offer a solution if it is readily available. 

Alternatively, if the issue needs more investigation or you do not have an instant resolution, communicate the same to the customer. End the call thanking the customer for calling in and asking if he or she needs any further assistance.

Remember that customer service means taking the good with the bad.

About the author

Proprofs editorial team.

The ProProfs Help Desk Editorial Team is a passionate group of customer service experts dedicated to improving your help desk operations with top-notch content. We stay ahead of the curve on trends, tackle technical hurdles, and provide practical tips to boost your business. With our commitment to quality and integrity, you can be confident you're getting the most reliable resources to enhance your customer support initiatives.

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Table of contents

The complete guide to customer service troubleshooting.

“Houston, we have a problem!”

“Never mind, John – there’s nothing great troubleshooting can’t fix!”

If you’re in customer support , solving customer issues is something you’re expected to be good at. After all, you spend much of your time helping “fix” things for customers.

And while you may be great at fixing customer issues, are you equally great at troubleshooting them?

Those are two very different things.

In this post, we’ll help you understand what customer service troubleshooting entails, and how you can become a great troubleshooter yourself.

Table of Contents

What is troubleshooting.

Quite simply, troubleshooting refers to the process of identifying the root cause of an issue and implementing the best possible solution to fix it. Oftentimes the terms troubleshooting and problem-solving are used interchangeably, but the former specifically pertains to technical support, while the latter is a broader, more general term.

Effective customer support troubleshooting isn’t about finding quick fixes – it follows a more methodical and careful approach to issue resolution. It requires a mix of ingenuity as well as experience; meticulousness and speed.

Implementing a temporary fix can seem like a swift and simple way to close a customer issue, but chances are, sooner or later, you’ll have to bear the brunt of that hasty fix – whether it’s in the form of time or money (or both!). 

Think about this in terms of how several people mismanage their finances. When they’re short on cash, they use their credit cards to “solve” the problem. When it’s time to pay their credit card bill, they try to find a “quick fix” to the issue by taking a cash advance from a different bank account. The result? They get stuck in an almost inescapable debt loop!

Poor troubleshooting is quite like that. Often succumbing to the pressure of resolving customer issues quickly, support professionals tend to rely on short-term fixes rather than spending time and effort in diagnosing why the issue occurred in the first place. This results in nothing but hastily-implemented stopgap solutions that are sure to cause significant long-term damage and loss to your business. 

That’s surely not what you want, do you? 

Well, that’s exactly why effective troubleshooting is crucial.

Why is troubleshooting such an important customer support skill?

Troubleshooting is one of the most critical aspects of a customer support job. Your customers have invested in your product with the hope and trust that it’ll consistently help them achieve their personal as well as their professional goals. If they experience an issue with your product, and if that issue isn’t handled to the best of their expectations, you’re jeopardizing their trust, and that’s bound to affect your customer satisfaction and brand reputation.

Following are the key reasons why great customer support troubleshooting is so essential for business’ success:  

1. It reduces customer churn

Research suggests that most customers will avoid reaching out to customer support agents for help unless absolutely necessary. It’s probably only after they’ve tried everything possible from their end, and haven’t succeeded, that they’ll get in touch with you. At this point, bear in mind that their patience is wearing thin, and their frustration is at an all-time high.

But that’s not entirely a bad thing.

When you go out of your way to fix a really complex customer issue quickly – one they’ve themselves been struggling to resolve, you’re helping earn back their trust and increase customer retention.

One survey found that resolving customer issues at the first engagement can prevent 67% of customer churn. This just goes to prove how important great troubleshooting skills are for service recovery .

2. It improves the customer experience

Imagine a scenario where a customer is under a tight deadline, and their work is stuck because they’re unable to login to your product. At such a time, all that the customer is truly hoping for is that their issue gets resolved quickly, and with minimum effort.

When you’re great at troubleshooting, you’ll empathize with the customer’s plight, know exactly the right questions to ask of them, and not put them under the pressure of inspecting and resolving the issue. 

Your customers will always value and remember these instances where you didn’t just resolve their issues on time but also made the process extremely convenient for them.

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3. It saves you and your customers a lot of time

As a customer service representative, your to-do list is ever-expanding, and working efficiently is the only way you can keep up with the tasks at hand. That’s where your stellar troubleshooting skills come in handy. 

Good troubleshooting is not just about finding the best possible solution to a customer’s problem but is also about finding one quickly. Evaluating similar issues customers have faced in the past, having great knowledge of the product, and regularly documenting the troubleshooting process for unique customer issues are a few ways you can speed up issue resolution. Doing this can save both you as well your customers a lot of time.

The key qualities of a great troubleshooter

Great troubleshooting is an acquired skill. Sure, some people are gifted problem-solvers, but troubleshooting goes beyond the realms of mere problem-solving – it aims at understanding the nature of the problem, why it exists, what’s the best solution to it, and ensuring it doesn’t occur again. To do all of this successfully, customer service agents require the following qualities:

1. Communicating with empathy and patience

The most important quality of a troubleshooter is their ability to patiently listen to customers’ needs while showing genuine empathy for their problems.

It’s important that you pay attention to the smallest of cues and details that customers share with you. At the same time, it’s also essential that you don’t overwhelm them with too many unnecessary questions loaded with jargon. Remember – not all your customers are going to be tech-savvy, so simplify your communication as much as possible. 

Carefully listening to customer issues will help you troubleshoot quickly while also giving you ideas to constantly provide excellent customer service.

2. Researching well

While handling support for a product or service, you’ll have similar customer service issues come up multiple times. Chances are that a lot of these issues are fairly easy to resolve, and will have answers somewhere within your knowledge base , FAQ sections, or your issue logs. In such cases, walking customers through the issue resolution process isn’t much of a challenge.

The true test of your troubleshooting prowess happens when you encounter a unique customer issue that hasn’t been documented before. That’s when you need to know how to research the cause of the issue as well as its possible solutions by scouring through reliable resources across the internet and by discussing the problem with more experienced colleagues. Great research skills are indispensable for great troubleshooting.

3. Thinking out-of-the-box

Some customer issues can be handled in a pretty straightforward manner – you diagnose the issue, identify the main area(s) of concern(s) and find the best way to fix the problem for good. The customer is happy and so are you!

But, being in the tough job that customer support is, you’re well aware that not all days are as rosy and not all customer issues, as simple. 

Approaching complex customer problems requires a mix of critical, logical and creative thinking. You sometimes have to break free from the formulaic approach to resolving issues. 

Creating mind maps, having brainstorming sessions with your team and constantly updating your skills by the way of research and training are some great ways to enhance your creative troubleshooting abilities . 

4. Being a team player

No matter how skilled a problem solver you may be, collaborating with your team on various customer issues is a vital troubleshooting practice. 

Why? Because your support team will have individuals with diverse skill sets, experience, and varied perspectives. This will help you develop a holistic customer service problem-solving approach.

Ensure that you regularly bounce ideas off each other, hold daily discussions about unique customer issues and work together to resolve them. 

5. Being decisive

Customers hate waiting – no secrets there. When they reach out to you with support issues, they expect you to resolve them quickly. 

But as a dedicated service rep, you have to perform your due diligence. Providing them with a quick fix is not the right way to go about it.

How do you then give your customers what they want, without compromising on your support quality?

By being decisive when you need to. 

Once you’ve successfully identified an issue and the possible solutions to fix it, you must be quick in evaluating every solution, choosing the most appropriate one, and helping customers implement it. 

Decisiveness isn’t just about rushing to make a choice when you’re presented with a plethora of options – it’s about making the right one.

Steps involved in the troubleshooting process

Now that we’ve gone over the importance of customer support troubleshooting along with the key skills needed to troubleshoot effectively, let’s unpack what the entire process looks like.

Here’s the step by step guide you’ll need to troubleshoot customer support issues effectively:

1. Understand the problem

The first step in troubleshooting a support issue is to understand the problem. Here’s where the effective communication skills we earlier spoke of come in handy. To understand an issue comprehensively, you must do the following three important things:

a) Ask the customer the right questions 

Perhaps the most important first step in troubleshooting an issue (besides apologizing for it, of course) is  asking the customer the right questions . 

More often than not, customers won’t be able to give you a clear picture of their issue unless you guide them well. Start by asking the most basic question – “Can you please explain the problem you’re experiencing?”. Follow up with more specific questions like, “When did this problem first occur?”, “Can you please send me a screenshot of the error you see?”, “Are you seeing the error message only when you perform a particular action?”, etc.

Your questions should help you get clarity and context about what the issue is and how it’s impacting the customer.

b) Dig deeper into the issue

Once you’ve collected all the necessary information from the customer, the next step is to dig deeper into the issue – check if a similar issue has been documented in the past (in your knowledge base or issue logs). If it has, you know the drill, but if it hasn’t, you’ll have to collect more information to successfully diagnose the issue. 

Ask the customer if they can do a screen share with you. This way, you can use your expertise to gauge the problem better and make note of the important details the customer may have missed sharing with you. 

c) Define the issue 

Once you’ve clearly understood the problem, you should be able to define it – what the issue actually is, what the customer is intending to do vis-à-vis what is happening instead.

At this stage, it is important that you clearly communicate your understanding of the issue to the customer so you’re both on the same page.

2. Break it down

After understanding and defining the issue properly, you’ll have to further break it down to find out at which exact point things went wrong – in other words, identify the “root cause” of the issue. You’ll need to do the following:

a) Test out the basics first (one at a time)

Oftentimes, a customer issue isn’t as complex as it appears to be at the first glance. Changing simple things like clearing the cache and cookies, logging out and logging back in, removing browser extensions, restarting the device and using a different browser can help fix the issue. 

Make sure to try each of the above things one at a time though. Doing this will help you understand which one of your tests exactly resolved the issue. Use your discretion and knowledge to decide the order in which you want to run the tests.

b) Do a before vs. after comparison

A great way to narrow down a tech issue is to compare it with a normal, working version of it. Create a checklist of the differences if you like – it’ll just make it a lot clearer for you to understand where the issue lies and how you should approach it.

3. Identify possible solutions

At this point, you’re well on your way to find a fix or a workaround for the issue your customer is facing.  Brainstorm possible solutions with your team . This is the stage where you’ll also need to see if other departments (for example, engineering) need to step in. Create a list of all possible solutions you’ve come up with. Here are the next steps you should follow:

a) Evaluate alternative solutions

There’s almost always going to be more than one way to fix a customer issue. Your job is to evaluate each one of these alternatives and propose the best one – one that’s the most fool-proof, the fastest and the most convenient to implement. Again, it’s a great practice that you get inputs from your more experienced colleagues here.

b) T est out the chosen solution 

Before getting the customer onboard with the solution, make sure you thoroughly test it out yourself and iron out any issues that might crop up.  You don’t want the customer getting excited for nothing!

If things look good, which they’re most likely to, wonderful! If not, don’t worry – try going back to the earlier steps and see if you’ve missed something and make the required changes.

c) Propose the solution to the customer

After you’ve tested out the solution, it’s time to let the customer know you have a fix for their issue. Try to be as descriptive and clear as possible while sharing details about the proposed solution. If required, fix a call with the customer and walk them through the entire process.

4. Implement the solution

You’ve found the right solution to the issue and your customer’s onboard with it. Great! Now, it’s time to implement it. Considering that you’ve been thorough with all your testing, implementing the fix should be fairly simple.

The following are two important steps to follow after you’ve implemented the fix:

a) Try to find a permanent fix 

Try to analyze if this issue can be fixed permanently so that other customers don’t have to experience the same problem. For example, if while troubleshooting you found that using a particular browser causes your app to crash, let your development team know so they can fix the issue for good.

b) Document the issue

This is a very important step that shouldn’t be missed. Make sure you document all the details about this issue and the resolution process for the benefit of other members in your team as well as other customers. This will help them both save a lot of time if they were to encounter a similar issue in the future. 

Make it a practice to update your knowledge base and issue logs each time you troubleshoot a unique issue.

Most importantly – help your customers help themselves

Following the above structure is a great way to resolve most complex support issues, but a lot of times, simple tweaks can do what a long-drawn-out troubleshooting process doesn’t have to. 

Encourage your customers to perform the basic troubleshooting checks (as mentioned above in step 2) like rebooting their system, clearing their cache and cookies, etc. themselves. Guide them with the information in your knowledge base that’s relevant to their issue. Instead of sending them a direct link to the article, summarize the resolution process in an email and add the article link towards the end. 

Effective troubleshooting is as much about being efficient as it is about being systematic. It’s something both your team and your customers will appreciate.

Now go – be the troubleshooting hero you’re meant to be!

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8 Key Customer Service Problems (and How to Resolve Them)

Your customers are your purest form of quality control. Without their approval, your business doesn’t grow and succeed. So, when customer complaints roll in, it’s important to hear them out because these are opportunities to improve the customer experience and prevent potential churn. No matter which industry you’re in, you’re going to deal with customer complaints. Even if your business doesn’t make a mistake, one of your customers will eventually hit a roadblock that leads them to your customer service team. In this article, we will take a look at some of the most common customer service issues and how to resolve them. 

Why Great Customer Service Can Be an Asset to Your Business

Great customer service can be a great asset for your business. For example, it can help you increase customer loyalty. According to Salesforce,   91% of customers   say a positive customer service experience makes them more likely to make a further purchase. Also, investing in new customers is   five times more expensive   than retaining existing ones. Therefore, you definitely want to prevent a customer service issue from affecting the purchasing behavior of your customers. 

Now that we see how important it is to address customers’ issues, let’s take a look at why it’s important to address customer problems head-on. 

Improve Your Customer Service Standards by Addressing Problems Head-on

Customer complaints are often a sign that there’s a disconnect between what customers expected and what you delivered. However, problem-solving in customer service should be done head-on. Try digging deeper into the issue by asking the right questions. Complaints — even angry ones — can contain insights, and it’s your job to seek out the point of friction. Socratic questioning can help you get to the source of the issue. Also, try to identify the type of customer you are dealing with. For example, there are customers who pay well and demand premium support for it. Therefore, when responding, avoid excuses and just get to the solution. Consider creating a VIP folder and workflow to make it easy to identify and respond to their complaints.

Now that we know you should tackle customer problems head-on, let’s move on to the most common customer service issue you will encounter. 

8 Main Customer Service Problems and How to Resolve Them

Studies on the state of contact centers today show poor customer service costs businesses   more than $75 billion   every year. Therefore, you want to resolve customer issues as soon as possible. Here are the eight most common customer issues you will encounter: 

• Customer service associates are having too many conversations at once   – A lot of times, there are not enough agents for one person to focus on one customer issue, and they will try to resolve many at once. This results in none of those customers being happy. You need to make sure that you have enough people to focus on one customer at all times. 
• Lack of accessible customer history – A big part of effective customer service problem-solving is looking at the customer history and understanding the issues they had in the past. Without this, agents will try to repeat the same steps that did not work in the past. Try implementing some kind of knowledge base employees can access so they can see the customer’s previous interactions with the company. 
• It takes too long to find an answer – Effective problem-solving customer service requires agents to resolve issues as quickly as possible. Otherwise, even the smallest issue can snowball into huge problems. The problem is that you usually don’t have enough agents to cover the call volume. Try setting up an offshore team to help you deal with an influx of customer service tickets. 
• No process for escalation   – Most customer service problems are identified by tier-one support, but what happens if they cannot resolve the issue? There needs to be tiers two and three so that complex problems can be resolved quickly. 
• Backlog of tickets   – Companies with customer service problems have a big backlog of customer support tickets. This gets customers even more frustrated because they are already dealing with issues with your product or service and now have to wait for your agents to dig through their backlog to find their tickets and resolve the issue. Try looking into how long it takes an agent to resolve a customer issue, more specifically, the first call resolution rate. Increasing the FCR can help you reduce your backlog. 
• Time zone issues   – If your support team is available only during regular business hours, this will be a problem if your customers are located in other time zones all over the world. Needless to say, their business hours will not align with yours. 
• Poor workflow and/or software   – Sometimes, the issue could be with the workflow in your team and the software they are using. Try to do an audit of your daily operations and tools to see if things can be improved. 
• No after-sales support   – The sale doesn’t end simply when money has exchanged hands. You need to stick by your product or service to make sure everything is working correctly, and the customer is getting their money’s worth. Discuss what customer problem the products or services solve and make sure your agents are proactive in asking the customers if their needs have been met. 

Why is customer service problem-solving important?

Customers have more power than ever. If customers have a positive experience with your company, they will share this experience with friends, family, and connections – which in turn can lead to new business. However, if the customers do not get the right level of service, they will complain. A customer complaint highlights a problem, whether that’s a problem with your product, employees, or internal processes, and by hearing these problems directly from your customers, you can investigate and improve to prevent further complaints in the future.

How to Solve Customer Service Problems? 

Customers want a great experience, and part of that experience means not losing time, money, and patience. Brands similarly value their time and money, but they must always have the patience to deliver their customers a great experience. Even with the best efforts, however, difficult customer situations are sure to arise, and how companies handle these situations can mean the difference between customer churn and long-term loyalty. Therefore, be sure to show a lot of empathy. Regardless of the channel on which they contact a business, an agent must patiently welcome a full explanation of the issue and then show genuine empathy for the customer’s frustration. It’s critical to show customers that a brand values its customers as people, not just buyers.

Trust Pexly With All of Your Customer Service Needs

If you are experiencing customer support issues or would simply like to increase your key performance indicators, consider hiring Pexly to improve the level of customer service. We have extensive experience actualizing projects of all sizes and complexity and can provide you with a custom solution that will fit your needs.   Contact us   today to learn more about how we can help you. 

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Customer Service Problem-Solving Techniques to Improve Your Sales

Customers have numerous issues, with varying degrees of sophistication or viewpoint. They are running out of time. They have an almost unlimited number of product options to choose from. They are wooed by product reviews. 

In such situations, a customer may not be aware of the best solution to an issue. You as a service provider, however, can step into their shoes, come to grips with the problem, work out the solution and gain the customer’s trust. 

The ability to solve a customer’s problem is what makes all the difference between churn and loyalty.

What is Problem-Solving in Customer Service?

Problem-solving in customer service is a skill that entails

• Knowing how to handle a conflict
• Being able to calm an agitated customer using tone of voice and true empathy
• Listening and speaking while maintaining a strong grip on problem-solving techniques.

How does bad customer service affect your business?

Customer service issues must be resolved because they affect other parts of the business. Businesses must become more customer-centric and coordinate their services in order to delight clients by effectively solving their problems.

You may have the ideal product and competitive pricing, but if your customer service is poor, your business can falter.

Let’s look at some of the ways in which bad customer service can impact a business.

Harms Brand Reputation

Customers like to share their stories. As a result, when people have a poor experience, they turn to their favorite media to express their feelings. A single poor review on Twitter or Facebook can defame your brand image.

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” -Warren Buffett

Lesser Conversions and Loss of Customers

Inefficient solving of customers’ problems , slow response times, and frequent negative experiences make prospects less likely to become customers and make current customers less likely to stay loyal.

“53% of customers are likely to stop buying from a brand after a poor customer service experience.” – source

Dip in Customer Lifetime Value (CLV)

Companies that consistently provide bad customer service eventually fail. Customers today have so many options that when they have a negative service experience, they will go to a competitor. 

It’s widely known that one-time customers are expensive, whereas recurring customers bring a steady source of income. 

Customer lifetime value is a measure that is computed by adding up all of a customer’s revenue over the course of their engagement with a company. 

You can increase the lifetime value of your customers by delivering outstanding service. This means you can make more revenue by spending less money on customer acquisition.

Steps of Customer Service Problem-Solving

Here is a 5-step process for customer service problem-solving and troubleshooting when you come across a customer issue.

1. Ask, Ask and Ask

Ask the proper questions to learn what is upsetting your customer. You won’t be able to remedy your customer’s problem if you can’t place it. 

For example, ask questions such as, 

“Have you been dealing with this issue for a long time?”

Asking relevant questions will help you identify customer needs while also assisting you in determining an appropriate solution.

2. Identify the Problem

After having a question session with your customer to discuss their pain areas, you can restate or explain the situation as you have come to terms with it. 

You must describe the problem precisely and do so from the customer’s perspective. Get the customer’s approval that you’ve grasped the problem.

Before you move on to the next phase, ask whether there is anything else that is bothering them.

3. Formulate Solutions 

After a thorough examination of the problem, develop various solutions and present the best solution to the customer or prospect. 

Your solution must be focused on the specific problem , and not ambiguous.

4. Deliver the Solution

Deliver the solution as promised. Take advantage of these opportunities to strengthen your customer relationships and demonstrate that you are worthy of their trust.

5. Follow up with Customers

It’s critical to check in with your customers to see how they feel about the solution and confirm that the issue has been fixed. This step demonstrates to customers that your organization values customer service and is committed to providing a better customer experience .

It’s important to ask some of these challenging questions when checking in with present customers in the hopes of upselling, cross-selling, or renewing their contracts. 

“How satisfied are you with our product on a scale of one to ten?”

“How did you come up with that score?”

“What is it about our product/service that you enjoy?”

“Do you think you’ve experienced excellent customer service?”

This will keep you from overlooking warning signs that they’re dissatisfied and might begin to consider switching to a competitor.

In an era where ‘Customer is King” , happy customers are the secret to growth. As a result, customer satisfaction is a direct reflection of the effectiveness of your service team.

“The probability of selling to an existing, happy customer is up to 14 times higher than the probability of selling to a new customer, according to Marketing Metrics” – source

To improve customer experience and increase cross-selling and upselling opportunities, forward-thinking companies link their sales and customer service teams .

9 customer service problem-solving techniques

Customer service exists to assist customers with their demands or any issues that may arise while they are using your product or service. It is, therefore, necessary to train your staff on how to properly resolve customer complaints or problems.  Learn about the methods a service representative can take toward customer service problem solving to deliver superior customer service!

Ask for the Customer’s Needs

Ask probing questions to get to the heart of the matter and uncover unmet customer needs. The answers to these questions can be used to create a workable solution, and this is a consultative approach that will strengthen customer relationships.

Listen to the Customer

Listen to the customer to prod deeper into the issue to determine the underlying cause. Only then will you be able to solve the problem at its core. You could even be assisting your company in developing stronger SOPs or regulations or eliminating a rigid process that is preventing you from running smoothly during the course.

The more you know about your customer and their company, the more you’ll be able to influence their bottom line.

Don’t argue

When we are offended or proven wrong, we have an inbuilt propensity to react in a defensive manner. In customer service, this is a no-no.

To go through the situation unscathed, here are two tips that you can use.

Tip 1: Allow customers to talk

You should let your customers talk until they are able to release their frustrations and calm down. 

Tip 2: Show that you care

The least you can do is support them and be empathetic toward the situation while customers go on explaining their tales. Use consoling phrases to comfort them.

Send Lightning-Fast Response

Every customer is strapped for time and expects a timely response from your support agent, 

Kapture’s omnichannel help desk software can help you streamline how you manage customer inquiries across multiple channels.

Image: Kapture’s omnichannel dashboard

You can route inquiries from a certain channel to a dedicated team. This helps ensure a smooth customer experience and swift resolution of customer inquiries.

Another way around is to add a live chat feature to your website. It is a tool that helps customers instantly connect with your agent and work out solutions. Kapture’s live-chat tools embedded in your website can deliver faster responses.

Follow Solutions to the Conclusion

Once you’ve committed to providing the resolution, it’s in your best interests to see it through to completion.

The standard customer problem-solving process includes following up with clients and providing them with updates to keep them informed.

Sending follow-up emails is the most effective technique to keep in touch with them about the solution’s progress.

Kapture’s help desk software allows you to send emails from the same system that you use to respond to customer queries. You really don’t need to use traditional mail services for this. Likewise, the merits of a single sign-on help desk are many.

Use Visual Content

Your customer service representative can solve customers’ problems in a more comprehensible and exciting manner by offering them visual troubleshooting guides. 

The best options are videos, graphical flow diagrams (depicting step-by-step instructions), or screenshots to resolve some of the very minor yet frequent issues. 

Kapture’s knowledge base feature allows you to store and manage information in just about any format, which includes videos, images, and documents, that can be accessed via self-help tools.

This not only saves your time but also gives customers a quick and intelligible solution to their problems.

Offer an Incentive to Customers

Just to make sure that the recent product or service issue your customer faced did not bring any scar to your relationship, it is a supersmart way to butter up the bond with incentives. 

Offering incentives to clients can help you gain their loyalty, and they may decide to wait until you fix their problem rather than looking for solutions elsewhere.

Incentivizing clients to compensate for the inconvenience encourages them to stay loyal.

Consider presenting a coupon or voucher, for instance, on the next transaction if you want to motivate a customer to use your service again.

Self-Help Option For Your Customers

Provide self-help capabilities such as AI chatbots, knowledge base, or interactive discussion forums so that customers can search, find and resolve problems on their own. AI-powered chatbots offer responses to customer queries contextually.

Do not undermine the convenience of a self-service. This is the most preferred channel of help by customers as revealed by many surveys.

Kapture’s AI and Machine Learning-powered self-serve tools are a fantastic approach to support your tech-savvy customers.

Image: Chatbot powered by Kapture

Customers that are happy with your service will stay longer, become repeat customers, and recommend your service to their friends and colleagues.

That’s why it’s critical to cultivate a customer-centric culture within your organization.

Remember to go the customer problem-solving way to create exceptional customer experiences.

Kapture’s AI-based solutions can assist you in effectively managing the entire customer service process and wowing your clients with customer delight factors such as

• Work-flow automation capabilities
• Omnichannel communication
• Self-help features
• Run automatic surveys
• Generate survey reports

Our solution is easy to use and integrates with other services like cloud telephony, social media, eCommerce, ERP, and others making it easy to collate the information at a centralized location.

Kapture, a customer service automation platform helps your team on how to serve and delight customers right from any touchpoint- and translate those efforts into building a loyal customer base.

Finally, follow the sound and systematic c ustomer service problem-solving techniques outlined in the blog t o win your customer’s hearts.

• customer problem solving
• customer service problem solving techniques
• customer service problems and solutions
• customer-based approach
• handling customer complaints
• problems in sales
• productivity
• troubleshooting customer service

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The 10 Most Common Customer Support Challenges Agents Face And How To Solve Them

• Customer service is crucial for retaining customers, with 81% of companies seeing it as a competitive differentiator.
• There are common challenges that customer support agents face, such as long conversations to solve technical problems, a lack of speed in responses, and the need to escalate issues.
• To provide a great customer experience, proactive support, such as reaching out to users as soon as an issue is discovered, can be essential.
• Investing in customer support software, CRM tools, and AI-powered chatbots can help agents respond quickly and efficiently.
• Using tech like cobrowsing and session replay tools can also help to provide quick and effective solutions to customers' problems.

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The latest and greatest from the world of CX and support. No nonsense. No spam. Just great content.

Customer service has become a necessity in today's business landscape. To keep up with the competition, businesses must provide excellent customer support in order to retain their customers. In fact,  81% of companies view customer experience  as a competitive differentiator, so it's essential to invest in a good customer service system.

However, even with the best of intentions, there are common challenges that customer support agents face. As the field is ever-evolving, it's normal to hit a few common obstacles. However, understanding what they are and how to solve them is essential to providing a great customer experience.

In this article, we'll cover the ten most common challenges customer support agents face and give you some solutions to work with.

10 most common customer support challenges

There are a few things that get in the way of providing excellent customer support. Some of the most common are:

• Long back-and-forth conversations over chat to solve complex technical problems

A lack of speed in responses

• Lacking the necessary context in the user journey

Having to continually escalate issues to different agents

Too many incoming support requests, no proper ticket escalation policy, no proper data strategy, untrained customer support staff.

• Too much automation 
• No post-purchase support

Back-and-forth conversations to solve complex technical problems

When it comes to customer support, there are two common challenges agents face when it comes to technical problems. Firstly, customers may not have the necessary technical knowledge to understand the problem and solutions that agents provide. Secondly, back-and-forth conversations — often conducted via chat — can become lengthy and convoluted as agents strive to get answers for their customers.

The longer customers have to wait for answers, the more frustration they feel — which is why it's important to provide quick solutions. To solve this common customer service challenge, using tech such as  cobrowsing (which allows agents to see and control a user's screen) can be a great help.

Cobrowsing makes it easy for agents to solve issues collaboratively with their users, rather than having to try and explain complicated solutions over email and chat, resulting in less user frustration and less agent burnout.

Studies show that businesses that respond to leads in five minutes or less are 100x more likely to connect and convert opportunities . In a customer support environment, speed is key. Customers expect timely responses to their queries, and when they don't get them, it can have an adverse effect on their overall experience.

The best way to solve this common challenge is by investing in a customer support system that will help agents respond quickly and efficiently. CRM tools and AI-powered chatbots can be useful in providing quick responses to common customer queries.

However, it's essential not to overuse automation as customers still value speaking to a real person when it comes to customer support. Instead, use these tools to help route the customer to the right support agent quickly and efficiently.

Lacking the necessary context

Agents often lack all the necessary context when trying to understand and solve customer issues. When a user reaches out with a problem, they may not have full insight into what that user experienced in-app. They may have to ask the user to send screenshots or explain a bug. This is inefficient and confusing for the customers, plus it increases the time taken to solve an issue, resulting in customer churn and frustration.

Instead, agents should  use session replay tools  to quickly review user sessions to understand what issues users faced before they reached out. This provides agents with full context and insights into a support ticket, making it much easier to solve. 

One of the most common customer service problems that agents face is having to continually escalate issues to different agents. This can be incredibly frustrating for customers. Not only do they have to explain the same problem multiple times, but it also takes a lot more time before they receive the help they need.

To solve this common challenge, customer support teams should invest in customer support software that allows agents to share tickets across teams quickly and easily. This makes it possible for agents to solve issues efficiently and accurately, significantly reducing the amount of time customers have to wait before they receive help. Additionally, this also keeps all customer conversations in one place so agents can track progress and get the full context that they need when responding to a query.

Agents are often drowning under the weight of incoming support requests. One of the most common reasons customer support faces this issue is because they don't have a proactive support strategy in place and are relying exclusively on reactive support that only starts once a user has reached out with a problem. Instead, proactive support should be an integral part of any customer service strategy.

So, what exactly does proactive support mean? Essentially, it's about agents reaching out to users as soon as they discover an issue instead of waiting for the user to reach out once they discover a problem.

Remember, only  1 in 26 users reach out  — the rest will just churn without saying anything. So proactive support is even more important to keep users around. Whether that looks like agents sending out messages to all users if a bug or issue has been discovered or proactively reviewing user sessions with tools like  Fullview Replay s to identify users who have had a problem during a session and reach out to them immediately, proactive support is essential for customer service teams to prevent common customer service problems. 

Often, companies don't have the right ticket escalation policy in place, and agents are confused about what tickets to escalate. This could lead to support tickets being escalated too quickly, resulting in overwhelmed and overworked tier 2 and 3 support agents. Alternatively, it could result in tickets not being escalated at all, which can delay time to resolution.

Session replays and cobrowsing can be enormously helpful here to figure out which tickets are complicated enough to require cobrowsing and which can be solved via chat or the help center. If agents watch session replay recordings as soon as a support ticket comes in, they can immediately get a sense of how complicated it is and if it requires escalation. 

Data should be key to all the decisions support teams make to ensure the right processes and workflows are being implemented. Often data is not considered early on when creating a support strategy, and more attention is placed on  tone and style guides, team structure, tagging systems , etc. 

However, if data is not a part of that picture very early on and the foundation is not built, it can be challenging to retrofit it. Therefore, it's important to make sure data is an integral part of your customer support strategy from the outset. This means having a robust analytics platform in place that allows you to measure customer feedback and performance across different channels. 

It also involves creating reports with powerful insights so teams can create meaningful strategies around common customer service problems. Doing this will help customer service teams understand common issues and trends so they can work towards creating more efficient processes that provide a better experience for customers. 

Customer support agents who are not properly trained can often be the cause of common customer service problems. When agents don't have an understanding of the product, it may lead to long wait times as they try to figure out how to respond or a lack of empathy and personalization in their responses.

Effective training is essential for any customer service team to ensure agents are equipped to handle common customer service problems quickly and efficiently. Companies should invest in comprehensive training programs that include product knowledge, communication skills, and problem-solving techniques.

Additionally, they should make sure the training is continual — this means regular refreshers on common customer service problems as well as frequent check-ins with team leads to ensure agents are keeping up to date with the latest product updates and customer trends.

Too much automation

Automation is an incredibly powerful tool for customer support teams, but it's important to remember that not every situation can be automated. Too much automation can lead to common customer service problems, such as higher rates of miscommunication between customers and agents or a lack of personalized attention.

70% of consumers surveyed about their customer service preferences  said they would rather speak to a human customer service representative instead of an automation system. It's essential to find the right balance between automation and human interaction. Automation should be used where it makes sense and to streamline common customer support problems, but there needs to be a level of personalization when dealing with complex issues.

No support post-purchase

Last but not least, common customer service problems can arise when companies don't provide enough support after a user has made a purchase. Customers often have questions about warranties, returns, and upgrades, and if they don't get the answers they need in a timely manner, it could lead to dissatisfaction with the product or brand.

It's important to ensure customers have access to post-purchase support. This could involve having a dedicated customer service team that is available to answer questions or provide access to online resources such as FAQs and how-to guides. Doing this will ensure customers receive the help they need quickly, preventing common customer service problems from occurring in the first place.

Customer support teams face common problems every day. From too many incoming support requests and not having the right ticket escalation policy in place to a lack of proper data strategy and untrained customer service staff, these common customer support issues can be difficult to tackle. However, with the right proactive support strategy and tools, customer service teams can quickly identify common customer service problems and create solutions that better serve their customers.

Shifa Rahaman

Content Marketing Manager

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10 Customer Service Problems and Strategies to Resolve Them

• Updated Jan 16, 2024
• Estimated Reading Time: 0

Customer satisfaction is the key metric to measure your customer happiness. Having superior customer satisfaction can create competitive differentiation as well as build your brand image.

Not only that, customers are the best judge for what your company offers. However, businesses go through a constant struggle to handle customer service problems and deliver a great service experience, as it is indisputably better to have satisfied customers than dissatisfied customers. 

79% of consumers who shared complaints about poor customer experience online had their complaints ignored.   And after one negative experience, customers will never do business with that company again.

Hence, identifying customer service issues and proactively solving them is crucial to build long-term relationships with clients and increase customer retention.

Why solving customer service problems is crucial? 

Every company faces problems but what is more important is how effectively they are putting efforts to resolve them. Solving customer service problems is crucial as it impacts other business areas. Businesses need to more customer-focused and align their services that delight customers by solving their problems effectively. 

Delivering an unforgettable experience helps businesses to fulfill key objectives like:

Acquire more customers

When you go the extra mile and deliver great customer service, it improves the satisfaction level of your clients. Happy customers can refer to you more customers through word of mouth which helps increase your customer base and increase sales conversion significantly. This will eventually strengthen the customer retention system of the business. 

Cultivate customer loyalty 

Offering prompt support and acknowledging their customer service problems with effective solutions they are highly impressed. Satisfied customers are more likely to be associated with you that increases customer loyalty.

Reduce customer churn 

If you deliver an unpleasant service experience, customers are likely to deflect to competitors even if your product is of high quality. Offering premium customer service is an investment to your business as it reduces customer churn and increases the lifetime customer value (LTV).

The most common customer service challenges that any business can encounter 

Businesses encounter several difficulties as they work to provide the products and services their customers most need. But customers often remember how a company handles a difficult experience more than what caused the issue in the first place. 

We have compiled some of the most common customer service problems and their solutions respectively. The solutions can help businesses to provide a great service experience as well as turn the negative into positive ones.

• Slow response time
• Rude communication of customer service staff
• Lack of real time engagement
• Being transferred from one agent to another
• Excessive customer service automation
• No unified customer view 
• Incompetent customer service staff 
• Offering a wrong product
• Fail to meet commitments
• No or poor after-sales support

Let us discuss customer service issues, their causes, and solutions.

1. Slow response time

Nobody likes waiting on hold.

76% of respondents said, “Just one unpleasant contact center experience was likely to make them take their business elsewhere”.  

It is clear if, given the opportunity, customers will choose companies that provide better customer service. Furthermore, they will tell their friends and family about their experience.

So, reducing hold times should be a priority.

Many companies view customer service as a function that adds expense without adding revenue; they don’t see the return on investment (RoI) in providing a better experience. But the successful ones know the importance of maximizing every opportunity to interact with customers.

Zappos , legendary known for its customer service, strives to answer 80% of its calls within 20 seconds. They view each conversation as an opportunity to build the “Zappos” brand into being about the very best customer service. 

How to resolve customer service problems?

• Add live chat – Live chat allows handling multiple chats at the same time , which helps agents deliver faster responses. It reduces the queue time significantly and boosts the satisfaction level of the customers .
• Deploy AI chatbots – Leveraging bots allows you easy scalability during peak time and delivers prompt response to customers in real time. You can engage customers 24×7 even when your support agents are busy or not available. 
• Have enough manpower – You can hire sufficient resources to manage conversations at ease without having clients wait for a long time. Having a strong resource back up helps in handling conversations effectively and provides immediate solutions to customer service problems.

Slow response time is always a big concern as it causes customer frustration. Sign up with REVE Chat for the best of customer service tools and boost your response time. 

2. Rude communication of customer service staff

The rude support staff is the worst thing any brand can have.

When customers reach out for support, they are already worried and if the agent is communicating rudely, they have zero tolerance for such behavior. Infuriated customers impact the brand negatively. They switch companies, shout loud across social media and share with friends.

70% of the customer’s journey is dictated by how the customer feels they are being treated .  

Hence, the basic principles of customer service etiquette should be integrated into every facet of your business to deliver top-quality service.

How to handle this customer service issues?

• Train your support team – Conduct training sessions to impart knowledge and enhance the soft communication skills of your staff. Training your staff on two things: using the right words while interacting with different types of customers, and how to how to politely decline a customer request .
• Provide chat scripts  – You can provide live chat scripts and customer service phrases to handle conversations consistently in different circumstances.
• Practice active listening – It is one of the best ways to serve your customers. Actively listening to customers allows you to use the right empathy statements for customer service and deliver a delightful experience.

3. Lack of real time engagement

In many scenarios, customers need instant assistance and at times, live chat is not just enough. There is a need to view the problem or have a face-to-face conversation for getting the right solution.

23% of consumers seek out a face to face interaction for complicated customer service issues like troubleshooting .

It is wise to engage your customers in real time by using live customer engagement tools and improve the first contact resolution (FCR) and deliver a great service experience.

How to solve customer service problems?

• Use video & voice chat – Visual identification with video chat is far more effective than a verbal conversation. Face-to-face live video helps to identify the root cause of the issue in the first go. Further, you can deliver the right solution in the first touchpoint itself and also build trust through personalized chat.
• Collaborate with co-browsing – You can assist your customers in real time by controlling their screen and help them to fill up a complex form or application. Being able to offer real time help boosts customer satisfaction and delivers a great virtual in-person customer experience.

4. Being transferred from one agent to another

A very often customer service problem faced by many on reaching out for support is to have to spend time in being rolled among departments or agents and describing the same issue. Having to repeat the process after being transferred to a different department is so very frustrating.

Such customer support mistakes can occur when business workflows are not properly aligned with the communication channels. 

How to fix the customer service issues effectively?

• Use intelligent routing – The conversations can be routed to the right department or agent having the expertise to resolve the issue effectively and reduce the number of touchpoints. 
• Effective department management – You can effectively distribute the chats across the right departments in order to deliver prompt solutions. It improves customer service response time and increases the agent’s productivity.

5. Excessive customer service automation 

Automation should be used primarily, not as the end goal. Excessive automation can turn you to the wrong side. Use automation to start the conversation and get the ball rolling, not to try to act in place of a person. 

You can automate whatever is predictable like sales or customer service FAQs with chatbots . But the customer service challenges that require elaborative discussion should not be left over to a bot. 

For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person.

How to manage customer service problems?

• Provide alternative channels like live chat, email so that your customers can connect with the support team easily and get the right solution.
• There should be a fallback defined while designing the chatbot to connect the human agents when customers want. Balancing conversations smartly with the bot and live chat agents can reduce customer service problems.

6. Lack of unified customer view 

Improper alignment between customer service and the customer journey results in inconsistent service, which frustrates the clients. Eventually, they switch the brand and all efforts in building consumer relationships are ruined. 

Businesses should focus on delivering consistent omnichannel customer service across all the channels like website, social media, phone, in-app, stores, etc. It means the customer satisfied with your social support over Facebook messenger should be equally convinced with your quality of website support. 

Bank of America , the renowned global bank delivers consistent omni channel service to its customers. The bank allows for everything from depositing checks to scheduling an appointment to be handled by the company’s mobile and desktop apps. 

How to solve customer service challenges by going omnichannel?

• Map your customer journey to closely understand their behavior, learn their interests, and needs.
• Streamline all the customer conversations under one platform and provide a cohesive experience.
• Identify the most preferred channels and be 24×7 active across those channels to reduce average response time.
• Make use of engagement tools like live chat, chatbots, visual tools across all customer touchpoints to gain faster details of the issue and deliver first contact resolution.

7. Incompetent customer service staff 

“Transparency is the new normal.” – Forbes

Customers look for transparent information about the products and services when they reach out to a brand. Having a lack of knowledgeable or untrained staff can ruin everything. Such agents act as a hindrance in delivering a good customer experience.

Businesses while implementing training practices must understand from customers’ perspective what they want to know and hear. 

One way to come up with that list is to look at the most common customer problem areas.

How to resolve the customer service issues?

• Conduct product training – Ensure thorough product training sessions regularly to impart the core competencies of your product and services. Explain the product features deeply to provide a transparent understanding of the core positioning.
• Monitor conversation regularly – Evaluate the conversations to understand if the customers are provided the right and updated information. Further, it helps to decide how frequently training sessions should be conducted.
• Create FAQ page – Having a comprehensive page on the commonly asked questions can help the agents refer to that page to deliver authentic information. It can also help customers to choose self-service before they approach the support team.

8. Offering wrong products or services 

Many times the customer service agents are not able to understand what the customer wants and offer the wrong product or service. The reason could be relying on reactive channels like the phone that involve lengthy and unclear conversations of what actually the customer wants. Such teams may fail to create customer value , resulting in negative impact on the bottom line. 

Problem-solving relies on active listening, which is often overlooked. Using proactive channels for customer service communication can help to understand what they are looking for. 

• Proactively guide customers – The live chat agents can proactively guide customers in their buying journey and offer the right product or service they are looking for.
• Gain insights from visitor analytics – You can monitor customer behavior in real time and collect valuable insights on what does the customer want. 

9. Fail to meet commitments 

Usually, the service providers make false commitments to the customers without realizing how acutely it can impact their brand. 

Don’t make a promise to customers that you can’t keep. And if made, keep it.

Over delivering on customer expectations would raise customer satisfaction and be good for business. It develops trust and loyalty in customers and stays associated with your brand for a lifetime. To keep customers highly satisfied, you must continue to deliver more value because their expectations will keep increasing. 

How can you fix the customer service challenges?

• Have a proper follow-up plan – Define a plan of action for the customer service challenges and execute it rightly. Having a specific plan of customer service problem-solving techniques makes handling easy for the agents.
• Communicate next step – There should not be a communication gap between you and the customers. It means when a customer approaches you to report the issue, acknowledge it, and provide a timeline for offering a solution. It makes them feel that their problem is looked into seriously and it will be resolved shortly.
• Go the extra mile – At times you have to put your efforts to go the extra mile for keeping your promise and exceed customer expectations. It delivers a great service experience.
• Send a token of care – You can mend up your relations with your customers by sending an apology note and a gift along with it to show how much you care and value them. 

10. Poor after-sales support

For most businesses, once the sales are closed means over. They hardly bother about the experience of the customer with the product or service, if they are facing any issue with it or not? 

It should not be the case. It causes a serious customer service problem if you leave your customers deserted after-sales.

Make your customers feel special after-sales by reaching out to them and help them out if you find out there is an issue. 

How to handle customer service problems?

• Make regular follow-ups – It is vital to follow up with customers to understand their experience. It also shows how much you care for them and are there for them to help in case of any problem.
• Send a thank-you note – You can send personalized thankyou notes through email or tag over social media channels. It strengthens the connection and customers are happy with the overall brand experience.

Customer service problems are inevitable

Customer service issues are going to be there rather they will keep revolving. They can’t be avoided as customer expectations are shifting very fast. However, you need to have a well-tailored crisis management plan to handle the challenges effectively. 

Your focus should also be on having the best customer support tools so that you can avoid some of the common service-related problems. Sign up with REVE Chat to find top-notch customer service solutions for your business.  

By executing the plan and putting a good system & process in place, you can resolve the customer service challenges to a maximum extent and deliver an excellent consumer support experience.

Start a 14-day free trial, no credit card required!

Snigdha Patel

Snigdha Patel is a customer experience researcher, author, and blogger. As part of REVE Chat, she focuses on helping organizations maximize customer experience using omnichannel messaging and conversational AI.

She creates contextual, insightful, and conversational content for business audiences across a broad range of industries and categories like Customer Service, Customer Experience (CX), Chatbots, and more.

Serving as the lead content strategist, Snigdha helps the customer service teams to leverage the right technology along with AI to deliver exceptional and memorable customer experiences.

Being a customer service adherent, her goal is to show that organizations can use customer experience as a competitive advantage and win customer loyalty.

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6 Customer Service Recovery Strategies to Add to your Toolbox [+ Examples]

Published: July 28, 2021

Let's face it. All businesses run into problems with their service at some point, which can result in angry or upset customers. It's up to you to turn every situation around and earn back these customers who are at risk of churning.

In a perfect world, customer support reps would always know exactly what to say and do for customers – but that's not the reality. Issues are unavoidable in any business. The system goes down and eats the customer's data. A storm prevents you from delivering the customer's new TV on time. The waiter brings out the wrong order for the customer.

All of these situations require your business to right a wrong that has been done to the customer and turn a bad situation into a positive one.

In this post, we'll learn about customer service recovery strategies that you can add to your toolbox.

What is service recovery?

Service recovery refers to the ability of a company to solve a dissatisfied customer's problem through good customer service. Service recovery doesn't occur naturally in the business – you have to design systems that enable your service reps to deliver the best possible resolution for your customers.

You can think about service recovery as a positive approach to complaint handling. Complaint handling is negative, involves placating angry customers and minimizing a bad situation. Service recovery unlocks the value in a customer and is part of fostering an ongoing relationship with them.

Have you heard about the service recovery paradox?

The service recovery paradox is a common phenomenon in business that can result in increased customer loyalty to your brand.

Consider this graph. This shows that customers who have experienced service failure and a successful recovery are more loyal over time than those who haven't experienced a service failure.

"I get it. I would be upset too."

"I'm going to make this right for you."

Listen closely to the customer's problem and tailor your apology to their unique circumstances. This is no time for a boilerplate message that obviously feels copy and pasted.

The customer wants to feel like you are taking their side and listening closely to what they are saying. They want to feel like they are your top priority and that their problem is being taken seriously.

2. Take ownership of the problem.

You need to empower your employees to take ownership of the problem and take steps to correct it. No customer wants to feel passed around to different team members or feel like your service rep is blaming the situation on someone else.

Allow your employees to take control and use their time and effort to solve customer problems. Enable them to use the company's resources to help customers recover from service breakdowns instead of passing the buck to a senior manager.

Structure your support team so reps are empowered to solve problems quickly and efficiently, without having to ask permission from managers. Ensure the service they provide is speedy and efficient.

3. Get to the root of the issue.

You've apologized to the customer and taken ownership of the problem. Now is the time to ask follow-up questions and do some digging to get to the root of the issue and find out if you can fix the problem.

When working on service recovery, it's important to do as much of the investigative work as you can, rather than relying on the customer to tell you what happened or troubleshoot with you. Frustrated customers don't want to answer additional questions and they don't want to repeat themselves. Instead, read through past conversations, walk through the customer's experience and figure out as much as you can yourself.

Only when you feel like you have the full context of the issue should you return to the customer to ask any additional questions. Because you've already offered them an apology and aligned yourself as an advocate, they'll be much more amenable to working with you on a solution.

4. Solve the problem.

Once you've discovered the cause of the problem, it's time to go about fixing it. You might have to replace a substandard service or product, which is key to meeting customer expectations.

Don't let the conversation with the customer end until you've managed to fix the problem. This requires service reps with excellent problem-solving skills and you need to make sure you train them in service recovery.

Solving the problem means that the customer is satisfied with the resolution. Remember to ask follow-up questions to check that the customer feels the problem has been fixed and don't make assumptions.

5. Offer something extra.

A customer may have been thoroughly inconvenienced by your service lapse and it's not enough to offer exactly what they should have received in the first place. You may need to offer something extra, like free shipping or a free month's subscription, in order to make up for the customer's sense of injustice.

Come up with creative ways to restore customer happiness with your products and brand. Remember that your customer has been stressed out and inconvenienced by the service issue, and you need to go that extra mile to make up for the hassle.

6. Follow up with the customer.

Once you've closed the conversation with the customer, don't forget to follow up with them to check they are satisfied with the resolution. Show your concern for the customer by sending a follow-up email or making a follow-up phone call, which means you can also catch any further issues the customer may be experiencing.

Make sure you let your coworkers know that the customer was the victim of a service failure. Any further interactions with the customer should be made with this in mind so your staff can communicate appropriately without the customer having to explain their issue over again.

Consider sending a handwritten note to the customer to show how much you appreciate their business.

Service Recovery Examples

1. zingerman's.

A customer ordered a big basket of baked goods from Zingerman's Deli . Unfortunately, the delivery was damaged en route and the cookies were crumbled and the brownies squashed. The customer and their family still managed to eat the goods but when Zingerman's sent a follow-up customer satisfaction email, they expressed their disappointment with the shipment.

Zingerman's responded immediately to the less than satisfied response and offered to send a replacement basket, a gift card, or a refund.

2. Club Med-Cancun

Club Med-Cancun recovered from a service disaster and won the loyalty of a group of vacationers.

The vacationers had endless nightmares traveling from New York to their Mexican destination. The flight was six hours late in taking off, made two unscheduled stops, and circled for thirty minutes before it could land in Mexico.

Because of the unexpected delays, the flight was en route for ten hours more than expected and ran out of food and drinks. Eventually, it arrived at two in the morning, which was such a rough landing that oxygen masks were released. When the plane eventually arrived at the gate, the passengers were hungry and believed their vacation was ruined before it had even begun.

Luckily, the general manager of the Cancun resort heard about the terrible flight and quickly created a balm for the wound. He took his staff to the airport where they arranged a table of snacks and drinks and set up a stereo to play music. Guests shuffling through the gate received a personal greeting, assistance with their bags, a sympathetic ear, and a ride to the resort.

Waiting for them at Club Med was a banquet, mariachi band, and champagne. Staff had encouraged other guests to wait up and greet the vacationers, and they partied until dawn. In the end, the guests had a better experience with Club Med than if their flight had gone as planned.

Jay was the best man at his friend's wedding and had ordered a pair of shoes from Zappos to arrive in time for the big day. Unfortunately, the package was sent to the wrong location and wouldn't arrive in time for the wedding.

Jay called Zappos, hoping to get a solution to his problem. The company not only gave him a refund, but they also overnighted him a new pair of shoes at no extra charge and upgraded him to a VIP account.

He was so amazed by Zappos's customer service that Jay said, "Zappos has earned a customer for life."

Free Service Recovery Email Template

Here's a template of a service recovery email you can use to apologize effectively and turn the situation around. Remember, even the most perfectly written email won't turn your unhappy customer into a loyal one if you don't also take action to resolve their problem.

As you know, [outline specific customer problem]. [Explain desired outcome and the real outcome.]

It is not acceptable for this [problem] to have happened to you. You rely on us to [aim of your product] and we let you down yesterday.

I'd like to sincerely apologize for [specific problem and/or the impact] and also to apologize for our failure to communicate the problem to you.

Part of our company's mission is to [insert company mission statement], and we fell far short of that mark yesterday. We are taking this issue very seriously and making plans to ensure that it will never happen again. [Outline any steps you're taking]

To show our appreciation for your patience and understanding, we will be giving [discount, free item, coupon code, etc]. And [outline something you've already done to make up for the inconvenience such as a refund].

If there's anything at all we can do to help you further, please simply reply to this email.

[Your name]

[Your title]

With customer service recovery, you can turn an unhappy customer into a satisfied and loyal one. Customer service failure doesn't have to be the end of the road with your customer – now you know what you can do to turn it around and salvage a negative situation.

Make sure you apologize sincerely, take ownership of the problem and get to the root of the issue. Next, solve the problem and offer the customer something extra for their troubles. Finally, follow up with the customer to check they are satisfied.

Take your lead from top brands such as Zingerman's and Zappos to implement service recovery right now.

Don't forget to share this post!

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The 7 biggest customer experience challenges & how to overcome them

There’s always more you can do to improve how users experience your product, site, or business—but as a process, this can become frustrating due to various customer experience (CX) challenges your team will face.

Last updated

Reading time.

Some CX obstacles might prevent you from making the most of the benefits that come with delivering a consistent, high-quality customer experience . The good news is that there are ways to overcome these challenges—and delight customers—quickly, efficiently, and cost-effectively. 

This article gives you key insights into the seven toughest CX challenges you might face as you try to create a successful customer experience—and solutions to overcome them.

Turn customer experience challenges into opportunities

Use Hotjar to collect product experience insights, tackle the challenges that matter most, and create products your users love.

The 7 toughest customer experience challenges (and how to tackle them)

Focusing on your user experience is more important now than ever before. From product managers to marketers to UX designers to customer success managers—everyone involved in CX management is dealing with high customer expectations, intense competition, and more rapid customer interactions across an ever-increasing number of channels.

Improving CX involves meeting customer and company needs . It’s about guiding a team through research, development, and execution to maximize customer delight . This varied, agile, customer-centric workflow makes CX management exciting—and also uniquely challenging.

CX challenges range from:

Being aligned around understanding and meeting customer expectations

Setting up a consistent customer experience across all channels

Gaining buy-in for investing more heavily in existing customer experience initiatives, and more

Thankfully, CX leaders are not the type to shy away from a challenge . In fact, most thrive with a fast-paced, varied roadmap. Their first step in tackling digital customer experience challenges is to understand what’s standing in their way—and we're here to help.

These are the biggest challenges product teams and ecommerce businesses are likely to face when creating, executing, measuring, and improving the customer experience . Tackling each of these will help you improve the effectiveness of your product, website, or business—and how customers experience it.

1. Understanding customers: what they want, what they do, and why they do it

Great CX always starts with the customer. If you don’t understand how customers interact with your business from start to finish, delivering a seamless customer experience becomes a real challenge.

Too often, companies get attached to the product or service they’re building and lose sight of the people they’re building it for.

CX teams need to understand what their customers are doing and how it impacts their business. Without a customer-centric culture , you can't truly listen to or deliver personalized experiences for your customers. As a result, you’re more likely to struggle with retaining customers over the mid- to long-term.

The key to overcoming this challenge is to focus on truly understanding your customers , and use their feedback to deliver better experiences and engage in new ways.

Map out the customer journey

Every aspect of the customer journey feeds into an overall impression of your brand—from the moment a customer discovers your product, to interactions with your sales and support team, to the items sitting in their cart. 

A customer journey map gives you a visual overview of how customers interact with and experience your website, products, or business across multiple touchpoints so you can identify which business aspects support a good customer experience—and which touchpoints need improvements.

Listen to your customers

Great CX is all about communication with your customers. You can’t create a great customer experience without empathy . 

Gathering voice-of-the-customer (VOC) feedback and sharing it throughout the company will help everyone understand pain points, validate ideas, and create a better experience:

Product teams will design with customers in mind

Marketing will produce messages more aligned with customer drives

Customer service and success teams will better relate to customer struggles and find creative solutions

Pro tip: make sure you hear what the customer says, respond to it, then pose follow-up questions that move the relationship forward.

For example, if you want to see how people use your product and what pain points it solves for them, you can send out a survey or set up user interviews and get the insights you need. Start by asking questions like:

Can you describe how you would use the product to do [task]?

Walk me through [task]—how would you do it?

How does this problem impact you?

How did you solve that issue?

What’s the hardest or most frustrating part about using the product?

If you had a magic wand, what would you change?

And include follow-up questions like:

You mentioned [X], can you tell me more about this?

That’s interesting. Could you elaborate on that or give me an example?

What do you mean by [X]?

Monitor communication channels

Strong communication leads to improved customer satisfaction and customer loyalty, but there are often challenges with communication at both the customer and company levels.

Placing customer response mechanisms in every channel where customer interaction is happening (webpages, email, text, social media, etc.) as part of an omnichannel strategy is an effective response to this challenge. 

This is helpful in other ways, as well; some channels—webpages and social media, in particular—offer data on customer behavior, which CX teams can study to predict how to best manage the customer journey.

Constantly monitor all communication channels to ensure well-balanced response rates and consistent, quality feedback from your potential and existing customers.

Pro tip: draw feedback at every stage of the customer journey, from pre- to post-purchase. 

You can use Hotjar to leverage product experience (PX) insights and identify issues within your customer experience, at every point in the customer journey:

Optimize landing pages one at a time by identifying drivers, barriers, and hooks

Regularly review session recordings and heatmaps to pinpoint the cause behind drop-offs, and watch your customers interact in real-time

Send a post-purchase survey to get feedback on their experience

These quick survey examples are a simple, non-intrusive way to get useful feedback to help boost sales

2. Identifying and prioritizing CX problems and opportunities

Think of the basics of a CX strategy: 

Understand customer needs 

Measure the right metrics

Identify the root cause of challenges and opportunities to improve

Most importantly, take action

The challenge here lies in knowing what (and when) to prioritize on the journey to create a better customer experience. CX leaders can find themselves pulled between different tasks and stakeholders with varied—and often competing—priorities. So how do you know which opportunities to act on first, and which are worth investing your time and resources in?

To overcome it, start by identifying and quantifying the impact of CX obstacles and opportunities . Then, prioritize them using an objective, rather than subjective, approach. 

Focus on user data

Improving the customer experience requires a structured CX strategy designed to create and maintain a memorable customer experience. This becomes a problem when there's not enough customer data to work with, or when the data doesn't offer meaningful insights. It can cause CX efforts to miss the mark and leave problems unchecked.

Remove internal opinions from business decisions, and bring in customer-centric, unbiased data about user needs . 

Here’s an example of how you can use Hotjar to get clear insights on what matters to your users, discover issues, and prioritize fixes: 

Analyze Heatmaps and Session Recordings to see where users struggle or drop off—which is where you need to focus

Use Surveys and Feedback widget scores to find out where your real priorities should lie

Assess the value of each task

Analyze customer behavior data across touchpoints and over time to uncover meaningful customer segments and quantify their effect on your business goals . Then, choose high-impact ideas and measure their timeline and economic impact. This will help you prioritize initiatives with clear customer and operational benefits.

You can even use a classic value vs effort matrix or Cost-Of-Delay (CoD) analysis to determine which tasks will give you the most return, and only focus on the high-value ones. 

Measure the impact of customer behavior on KPIs

Step back and ask yourself how each CX task will impact KPIs like user satisfaction, new client acquisition, reach, revenue, and retention . 

To do this, make sure every CX project has a metrics hypothesis associated with it before you start—one that factors in experience, operational, and financial success.

3. Using the right technology, for the right purpose

The CX challenges addressed so far depend on technologies designed specifically to solve a particular issue or overcome a distinct obstacle;in Hotjar’s instance, our tools focus on what will help customers achieve their goals and eradicate pain points —their success is ours. 

If the right technologies aren't in place, you'll have to rely on manual analyses or assumptions—and it might take two weeks to investigate something that could've been done in two hours.

Getting ahead of the challenges requires a firm commitment throughout the company to:

Invest in the proper tools to empower and enhance CX : with any changes and enhancements to the product or service, it’s critical to keep a finger on the pulse of the customer experience. Behavior analytics and product experience insights tools like Hotjar never have a shortage of insights for improving CX: surveys, deep dives into session recordings , and conversations with key customers are great ways to fuel continuous improvement.

Consolidate customer data to create that unified view : tracking customer behavior through a single, centralized tool like Hotjar lets you Observe and Ask your customers for feedback . This allows for a more unified view of the customer experience, and a more accurate foundation for journey mapping.

Vet and implement CX tools carefully, testing frequently: you can’t just set it and forget it. If the basics aren’t in place, technology can distract and actually move teams farther away from understanding customer emotions, motivations, and expectations. Make sure to research, vet, and test CX tools , especially when it comes to using technology to allow customers to self-solve issues.

How to improve conversions without compromising a great user experience

When SEO and Customer Behavior Analyst Rachel Stephens decided to improve the customer experience at Totally Promotional , she knew that more accurate user data would help. 

Rachel needed a tool that would help her analyze on-site user behavior . She understood that small details can have a huge impact on ecommerce conversions—especially when they affect ease of use. And she knew that seeing exactly how users were interacting with the site would help her improve the user experience. The solution came in the form of Hotjar Heatmaps .

Product experience insights from Hotjar gave Rachel all the information she needed to prove what the problem was, and to develop a strategy to fix design and conversion issues:

“I was excited to share the results with our team and say, ‘Hey, these aren’t guesses. This is how users are really responding to our website.’”

Using Hotjar has made her day-to-day much easier, by helping take the guesswork out of whether a design change will improve conversions. Now, Rachel can use heatmaps, recorded user sessions, and other user behavior insights to make strategic site improvements and meaningful changes.

Rachel used Hotjar’s Session Recording tool to show designers that users did not understand a step—and what to do about it

4. Lack of employee knowledge and training

Customer centricity begins with your internal customers—your team. For brands that don’t have a clear picture of both customer and employee experience data, you risk poor outcomes for everyone involved in the process.

It’s easy to overlook employee engagement and try to deploy CX outside of a holistic organizational approach. But your people deliver the customer experience, so you need to look at how to ensure everyone is brought along on the CX journey, and understand the role they play in the customers’ experience.

When we surveyed 2,000 CX professionals about their companies' CX strategies , lack of employee knowledge and training was highlighted as the biggest obstacle that keeps companies from reaching their CX goals . Even those who reported no obstacles still prioritized improving employee knowledge and training.

Great CX starts with your team—treat them right, and they’ll go the distance for your customers. Here’s how:

Develop a CX culture and help everyone see their role through the customer’s lens

A customer-centric culture is one that puts not just its customers, but all of its people first.  Being able to connect key metrics like Net Promoter Score® (NPS) and overall customer satisfaction to the daily work that people do helps teams understand why they come to work every day . It also allows employees to develop user empathy and better understand the impact of their individual roles.

Gather information and tailor your training 

Use your team’s expertise, inspire your leadership team, and give them the tools they need to inspire their people. Together, you can all rally around a powerful mission: a successful experience for every customer. 

Give employees direct feedback so they understand how to improve, and empower them to find creative solutions to customers’ problems. Create education and training sessions to familiarize your team with your CX strategy, and get their input.

5. Breaking down organizational silos

As you begin to better understand the customers’ varied interactions with your brand or product, and their needs and wants, it will start to shake the foundation of your organization—the way you work, and how you make decisions, collaborate, use data, and build products and services.

Companies that embrace customer-centricity need to transform their structures to reflect it. This includes breaking down silos , which is still a major challenge in CX management.

Silos don't just inhibit communication—they can distort the organization's view of the customer . They lead to inconsistent or competing objectives, marketing, service, and measurement. 

Organizations that aren’t internally aligned around understanding customers and improving outcomes risk creating inconsistent brand experiences throughout the customer journey. All too often, it’s the customer who has to stitch together the disconnects in their experience.

See it in action: when organizational silos get in the way of the customer experience.

Let’s look at a hypothetical example where every team has a different idea of what a good customer experience is: 

Customer success representatives focus on NPS

Product development is all about how quickly the team resolves issues 

The customer support contact center bases good CX on their on-hold time or average handle time

On their own, each department’s effort is impactful in part. However, none of them are measuring the impact of their particular resolution, or verifying whether they truly delivered a customer experience that encourages retention and repeat purchases. 

Prioritizing the wrong KPIs can also harm the customer experience, and hurt the company’s revenue. With the teams focusing on KPIs like speed and NPS—instead of fully resolving an issue—each department’s efforts could also potentially lead to a dissatisfying customer experience.

The key to overcoming this challenge involves a shared vision for the customer experience. It’s about bringing all groups within an organization together with a focus on making each experience more effortless for customers.

Silos need to be addressed from board level downwards, with equal accountability and collaboration between the heads of product, operations, marketing, and service.

Build cross-functional teams 

Great CX means simple, effective, and enjoyable interactions with your customers wherever they are on their journey. However, traditional corporate structures can make it harder to enforce more comprehensive CX strategies.

When product teams don’t connect with other teams and departments, they can end up working in a silo, forgetting you are part of a diverse company working towards the same business and product goals .

This forges a deep chasm between customer-facing teams in your organization, and the teams who could provide remedies to the issues customers may face.

Some methods of evangelizing cross-functional CX management are to:

Routinely review and discuss the customer journey

Share research and insights about customers

Invite people from other departments into the user research process

Circulate customer testimonials and praise to help keep the actual people top of mind

Creating a shared understanding among the team on how users experience your product will help the whole team prioritize brilliantly.

Building cross-functional teams also means you're more likely to avoid project management challenges like miscommunication, unnecessary product renditions, and workforce conflicts. When product teams fully realize the support available from other teams, you can collectively work towards goals faster and more efficiently than ever before.

Pro tip: build a strong product narrative and use PX insights tools like Hotjar to convince stakeholders when you need support or additional product team resources. Here’s how to create a product narrative to captivate your users and persuade your stakeholders.

Deploy CX inside of a holistic organizational approach

When different departments have complete ownership over various stages of the customer journey, the result is a disjointed and inconsistent customer experience .

Step back and revisit your customer journey. How much do you know about your customer’s experience at each touchpoint, or about your colleagues’ vision for each stage? Where does each department intersect? 

Creating a brilliant CX for your customers is like a puzzle where every employee potentially holds a piece. Connect your teams by conducting brainstorming meetings with representatives from different departments, and encourage different employees to routinely take the customer journey and provide feedback.

Shifting from a standard department-centric model to a more holistic organizational approach lets you work with other members of your organization to create seamless transitions for your customers, instead of abrupt hand-offs.

Consolidate customer data

CX is an enterprise-wide commitment, but often the relevant customer feedback doesn’t make it to the people who need it .

If departments like sales, marketing, and support keep separate customer databases, this can create considerable discontinuity to the customer experience. Each of these departments could be hosting only a portion of the complete portrait of the customer, leading to incorrect assumptions and assessments of their needs and priorities.

Having a strong CX strategy works on closing the customer feedback loop, so the insights it produces are available to every employee and department that can and should contribute.

Pro tip: start listening and keep evolving your customer experience.

How much and how often you evolve depends on your company, your market, and your culture. And that’s where your ability to listen to customers and prioritize their needs plays a crucial role. 

To know what to change, focus on metrics such as Net Promoter Score® , look at customer pain points, and find answers to questions like:

Why are customers frustrated?

Why are they refusing to recommend certain companies (including yours) to their friends?

What would win them over?

You can do it through different methods—sending out a survey , conducting phone interviews, even meeting up with your customers in person.

An example of a closed-ended survey question that leads into an open-ended one, for more context

6. Getting leadership/exec team buy-in

Say you’ve already successfully launched a customer experience roadmap but are still working to put the right people, systems, practices, and technology in place. Nothing gets the ball rolling like leadership buy-in .

Remember the 2,000 CX professionals we surveyed? We found that the companies with the most mature customer experience management had the strongest buy-in company-wide —it starts with leadership, and trickles down through the rest of the team.

How to overcome this challenge: customer experience starts with a strong customer-centric culture, and that tone is set from the top. Identify the people, process, and technology or infrastructure blockers. Then, prioritize your roadmap so it resonates with users and aligns with business goals.

Articulate business cases with clear, shared objectives

Forget one-size-fits-all mission statements. Instead, focus on goals that those particular stakeholders can get behind . Set clear, shared objectives that speak to your team, and adapt them when product or organizational situations change.

Gather user insights to bring your business case to life. You can spot patterns or discover new opportunities by connecting data found in Hotjar to tools like Google Sheets, Airtable, or Excel. Use the data to create eye-catching and easy-to-understand visuals like charts, graphs, and maps that impress your most critical stakeholders

When stakeholders can see when users have a negative experience in the product, it helps secure buy-in for the product opportunity.

Pro tip: start working on what matters with Hotjar.

Hotjar’s PX insights tools help you empathize with your customers, so you can understand and better communicate the impact of your work:

Use Hotjar's Feedback widget to get instant feedback on your product updates, then pair customer feedback with Session Recordings to connect the dots between what's happening, and why it happens

Use Heatmaps and Surveys to continuously gather user behavior data and PX insights that help you identify opportunities for improvement, and decide which ideas and initiatives to prioritize

Hotjar Recordings show you how users really experience the customer journey on different devices

7. Quantifying CX return on investment (CX ROI) 

Measuring quantitative benefits or returns is the toughest challenge of tracking CX—and the reason most CX practitioners avoid ROI calculation. 

However, the ability to quantify the impact of CX efforts with hard metrics is an essential part of a successful customer experience: how can you build, measure, and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? 

For it to be meaningfully implemented, a strong CX strategy requires considerable investment. That means the C-suite needs to have a firm view of the ROI for customer experience. Without it, CX leaders can face hurdles in budget approval.

To overcome this challenge, use a journey-based approach to measure and analyze CX and track quantifiable CX metrics to measure customer experience over time.

Select metrics that CX affects most heavily

All the time and effort spent in designing a modern, responsive customer experience can go to waste if you can't articulate in numbers the value it will bring to your organization .

To put CX initiatives on a level-footing with other business programs, it isn’t enough to simply provide the soft benefits. You need a quantitative assessment to make a strong business case and obtain approval for continued investment.

Track the business metrics most impacted by customer experience. These will often include:

Customer satisfaction (CSAT)

Up-sells and cross-sells

Retention rate

Cost-to-Serve 

Monitor and detect changes in behavior, metrics, and KPIs

To assess the success of your CX efforts, you need to monitor changes that impact your business.

By tracking changes in behavior, metrics, and KPIs, you can discover how your customer interacts with your business, how this behavior changes based on their customer experience, and how your business metrics are ultimately impacted because of this changed behavior.

For example, let’s say you’re testing a new automated messaging feature to determine whether to roll it out to all customers. When it comes to metrics, the best way to measure customer satisfaction with the new feature is to track NPS in the context of specific customer journeys . 

You can use Hotjar to set up an NPS survey and measure and compare the Net Promoter Scores® of customers whose journeys included the new messaging system with those that didn’t.

You might find that the NPS of those customers who participated in the test of the new messaging system increased, while the NPS of customers who used the existing process decreased. 

Heatmaps and Session Recordings will also show you how your users are using the new feature, and if there are things you need to improve before you decide on rolling it out.

The results of a journey-based analysis provide your team with a strong case to recommend a full rollout of the new automation feature to your entire customer base. 

Measure and track customer experience ROI over time

Returns and investments can change over time. Take a long-term view and keep measuring customer experience ROI over time to ensure that benefits and investments are developing in line with expectations. This will help you adjust your customer experience roadmap as needed.

Overcome CX challenges by letting customer experience insights lead the way

As customer expectations change, so do management tools and best practices. Successful CX management requires persistent and continuous improvement .

Wherever you are on your customer experience management journey, you’re probably going to find yourself confronted by one of these challenges—or even by several at once. By tackling core issues with alignment and communication, you’ll empower your company to pull together and develop a CX culture that’ll allow you to tackle roadblocks with agility .

FAQs about customer experience challenges

What are the toughest customer experience challenges.

CX leaders are constantly dealing with challenges around identifying, prioritizing, and resolving CX problems and opportunities with a well-trained, cross-functional team that includes leadership, while using the right tech stack. Luckily, problem-solving is in a CX leader’s DNA, and understanding challenges is the first step to solving them.

How can product managers address these challenges?

A strong operational framework for CX management is critical to long-term success. There are various techniques to solve CX challenges, from understanding and communicating customer behavior to breaking down blockers across interdepartmental interactions. 

It all starts with establishing a customer-centric culture inside the organization. Ask yourself:

Is customer centricity already part of the company's DNA and culture? 

Are there efficient processes for analyzing customer data or communicating customer insights? 

Is the ecosystem of customer engagement tools and technologies integrated and seamless, or are they siloed?

How can customer feedback help you overcome CX challenges?

Tracking and analyzing customer feedback using tools like heatmaps , feedback widgets , surveys , and session recordings can help you address CX issues by:

Creating a visualization of your customer experience across touchpoints and over time, as they seek to achieve a specific goal

Gaining a deeper understanding of customers' needs, behavior, and emotions as they seek to achieve a goal

Building a customer journey dashboard to bring together qualitative and quantitative data

Highlighting factors with the greatest impact on goal achievement

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How to Improve Problem Solving Skills in Customer Service

Keeping customers happy pays off.

Happy customers buy more, generate positive word-of-mouth advertising, and create great referrals.

Unhappy customers complain, and they do it loudly. What’s worse, for every customer that complains, 26 stay quiet .  

Delivering great customer service can be challenging, but why?

According to Jeff Toister of Toister Performance Solutions and author of three customer service books , there are five reasons why customer service is so hard:

• It’s not instinctive
• Our customers see what we don’t
• It’s sometimes hard to be friendly
• We aren’t good at multitasking
• Directed attention fatigue

So how do we overcome these challenges ?

Problem-solving.

“Every problem has a solution. You just have to be creative enough to find it.” Travis Kalanick

One of the main reasons our customers do business with us is because we solve a problem for them.

Depending on your product or service, your business can help customers:

• experience something new
• feel comfort
• become healthier

What problem does your business solve for your customers?

Problem -solving skills is vital to Customer Service

Solving a customers’ issue should be the goal of every one of your people.

But typically in the past, when an issue escalated to a certain point, help desk service or customer service reps (CSRs) were told to escalate these calls to a supervisor or manager.

More and more companies are asking customer service reps (CSRs) to handle these types of issues, not managers.

That’s a big change for many CSRs.

It’s also a task CSRs can get right with the proper problem -solving skills training . Failing is not an option for CSRs. It’s just too costly.

What is the impact of poor customer service?

Companies lost $75 billion in 2017 from customers switching to competitors because of bad service. That’s up $13 billion from 2016. With customers demands increasing each year, it doesn’t take much to disappoint customers with poor customer service. Obviously, CSRs need to be at the top of their games to keep customers happy.

This guide offers tips on how to help your people solve customer service problems quickly, efficiently, and cost-effectively.

The guide covers the following topics:

• Critical thinking in customer service
• Rules to help customer service people think critically
• Basic customer service problem-solving scenario
• Concrete steps to solve a customer problem

Keeping customers happy can boost customer loyalty, corporate productivity , and business profitability—goals for every company out there.

“Fall in love with the problem, not the solution.” Uri Levine

Critical Thinking in Customer Service

Delivering epic customer service is essential these days. But that’s easier said than done, given today’s more demanding customers.

Identify critical thinkers

To manage demanding customers requires someone highly skilled in troubleshooting—someone with the creativity to solve difficult problems.

All while under the pressure of the customer.

So, look for customer service people that are creative problem solvers when hiring new workers. These people have a penchant for thinking outside the box to solve problems.

That includes not just the ability to think rationally , but also the need to question the information given. Put simply, critical thinking is never taking anything for granted.

Build critical thinking skills

Customer service people can develop critical thinking skills with practice. In a post by Ransom Patterson on CollegeInfoGeek.com reveals seven ways people can improve critical thinking skills:

• ask basic questions
• question basic assumptions
• be aware of your mental processes
• try reversing thing
• evaluate existing evidence
• think for yourself
• remember you are not perfect

Apply these tips encourages critical thinking.

Another critical thinking technique CSRs can use is constructive controversy. A proven problem-solving method, constructive controversy helps you decide if a decision we’re making is the right one for you. Here’s more on this technique .

Basic Customer Service Problem-Solving Scenario

Savvy businesses aren’t afraid to provide employees with customer service problem-solving training.

One aspect of this training is learning the four phases of a problem-solving situation and what to do during each phase. See below:

Listen to customers

Listening is the first step in solving customer’s problems. It’s also the most critical. But customer service people often need training to do it well.

If customer service reps don’t listen, they won’t know the nature of a customer’s problem and its impact on him or her.

Sometimes, all customers want is for CSRs to lend a sympathetic ear. Other times, they need more.

Also, CSRs need to let customers vent without interrupting them.

Acknowledge customer’s pain

During this phase, CSRs need to acknowledge they heard customers and “feel” their pain.

Paraphrasing the problem back to a customer says you’ve done that. It also makes sure everyone is on the same page. If CSRs don’t fully understand the issue, they may end up providing the wrong solutions. Saying something like “I’m sorry you had to call us to deal with this issue” also helps.

Offer alternative solutions

If the issue is merely an oversight on the customer’s part, no remedy is needed.

But if the situation is the company’s fault or a product or service fails, you may need to offer alternative solutions.

Resolution is critical.

In this case, the customer not only didn’t get what he or she wanted but also were inconvenienced. That’s a bad combination no matter how you look at it. Going above and beyond by resolving the issue and offering a free product or service, a special coupon, or a gift voucher goes a long way with customers.

Execute/Follow-up

After agreeing on a solution, CSRs need to execute. Then, you need to follow up. That ensures that customers end up happy with the resolution and are satisfied with the outcome. If they’re not, then customer service people need to find a way to satisfy them.

Understanding these phases of a successful issue resolution is crucial when dealing with unhappy customers. It’s the “secret sauce” to keep buyers happy.

Extra: Be prepared

In addition to this approach, you may want to have some prepared responses to seven stock questions customers ask. They’re questions that almost every company gets:

• Why don’t you have it in stock?
• Why didn’t you or your company tell its customers?
• Why did I pay less the last time I was here?
• Can I have a refund because of this problem?
• You did it last time I was here?
• You said the problem/product was fixed?
• You said you’d call me when the problem was fixed.

Providing stock responses to these questions not only helps customer care people follow company guidelines but also keeps customers happy.

How to Handle Customer Service Issues: 9 Steps

Problem-solving often seems straightforward, but that’s not always the case. Sometimes, it’s complicated. Having workers well-versed in problem-solving skills and techniques for customer care representatives helps. Approaching issues in a systematic way simplifies the problem-solving process.

Below is a 9-step process that can help CSRs resolve even the most complex customer service issues:

Identify the problem

The key to doing this is to ask the right questions. Below are some customer service problem-solving interview questions:

• What is this call really about?
• Is there an underlying issue causing the problem the customer isn’t aware of?
• What does the customer want us to do?
• Is the issue being made worse by a known problem or bug?
• Is this issue identifying a repeated customer service problem or is it a new issue?

These questions can help CSRs pinpoint the real problem. It’s not always what customers think. Acknowledging the customer’s pain, as we said above, also helps.

Find out what customers need

Try to understand how customers see the issues involved and try to get a solid understanding of his or her needs. If appropriate, ask customers what they’ve done to resolve the issue.

Find out how the issue impacts the customer

Understanding how an issue affects a customer is crucial. It helps CSRs not only connect with the customer but also prioritize tasks.

Clearly define the root of the problem

Having identified the problem in steps 1 to 3, you now need to understand what caused the problem. By identifying the cause of the problem, you will have a better idea of how to solve it. Also, you will know how to avoid a simialr problem in the future.

Produce possible solutions

Knowing the problem, your customer care person needs to start brainstorming solutions. They also need to find out what solutions other co-workers may have used to solve the problem. CSRs can then generate a list of potential solutions.

Evaluate each solution and pick the best

Evaluate all the solutions. Decide if you have the resources to implement it, how much the solution costs, how long it will take to execute it, will it resolve the issue, and if it follows company policy.

Plan the solution’s implementation

Some solutions are easy to execute. Others are harder. For harder solutions, think about who will execute the solution, what will it costs, when and where you will execute it, and how will it be implemented. Also, double check out the benefits of the solution.

Discuss the solution with customers

Having nailed down the solution’s details, discuss it with the customer. Walk through it with him or her step by step and ask for feedback. Be ready to adjust the plan. Execute the solution — After the customer approves the solution, it’s time to execute it. Follow up to certify the progress of the solution, that you’re meeting any deadlines and where you stand with the budget. Re-work your plan, if necessary.

Analyze the results

Having finished the implementation, analyze the results. Use quantitative and qualitative data, if available. Can you improve the solution? Also, ask the customer if the resolution met their expectations. That’s critical.

This ten-step process may seem a bit much for call center agents, technical support people, and customer care representatives to tackle. But using it works.

Having customer care people go through it step by step helps your CSRs quickly resolve customer issues the first time that customers call. Track resolution time to see how your CSRs are doing.

Resolving issues when customers contact your business keeps them happy.

Happy customers buy more, generate positive word-of-mouth advertising, and create outstanding online referrals. On average, a happy customer tells nine people about their experience with you.

Keeping customers happy is the secret to boosting customer loyalty, increasing profitability, and differentiating you from competitors. Doing those things can take your company to the next level.

Unicom Teleservices

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What Is A Warm Transfer?

What Is a Good Definition of Customer Service?

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Proactive Customer Service: How to solve customer problems before they occur and why it benefits contact center CX

In today's fast-paced digital world, consumers expect speed and convenience when interacting with a business—and proactive customer service checks both boxes.

We've all grown used to the proactive notifications online retailers send about deliveries and the ones airlines provide about flight statuses. These notifications aren't just "nice-to-haves." Personally, they have saved me from spending unnecessary time in airports and prevented packages from being stolen from my doorstep by porch pirates.

Conditioned by industry-leading retailers, airlines, and other businesses, people now expect companies to understand, anticipate, and address their needs. Organizations that do this can improve customer satisfaction and boost their brand image. According to one study, " 89% of consumers found proactive customer service to be a pleasant surprise or a positive experience." Additionally, "92% of consumers reported that the experience of being contacted proactively by the company changed their perception of the company in a positive way." [i]

Outbound notifications aren't the only way to provide proactive customer service. Modern technology has enabled capabilities such as virtual agents that help people navigate friction in specific parts of the customer journey, and AI-powered analytics that allow contact center leaders to stop emerging issues in their tracks.

Quickly solving problems after the customer calls a contact center is a reactive approach that may not meet some customers' expectations. To increase customer satisfaction, businesses need to be proactive in how they deliver customer service. Not only will this approach make customers happier, but it can also increase loyalty and overall business results.

Related resource: “ Cheat Sheet for Customer Loyalty ”

What is proactive customer service?

Proactive customer service means anticipating customers' needs and reaching out to them about problems before they contact customer service. Sometimes this can be done before the customer even knows they have a question or issue. Proactive customer service can also mean making improvements to service experiences in anticipation of customer demands.

Providing proactive customer service requires a deep understanding of customers and customer journeys . Businesses need to be able to predict customer behavior and know what portions of the customer journey may cause confusion or other friction. This knowledge enables businesses to proactively address issues at the right time and place and guide customers through transactions.

Examples of proactive vs reactive customer service

One of our clients, a large healthcare provider, is a good example of an organization that provides proactive customer service. If you needed medical services during the height of the COVID-19 restrictions, you know how confusing the different rules were. Do I need to wear a mask? Do I need to be fully vaccinated? Do I need to have been recently tested? Can I bring another person to my procedure? 

Recognizing the potential confusion, this client used our outbound dialer to text COVID instructions to patients ahead of their appointments, and if the carrier indicated the number the dialer called was a landline, someone would call the patient to provide the instructions.

I can imagine knowing this information reduced patient anxiety and also ensured many more people showed up to their appointments prepared.

Compare this to a reactive approach in which a provider relied on patients to check their website for COVID instructions rather than proactively notifying them. This approach:

• Creates more work for patients
• Increases anxiety
• Increases the likelihood that people show up to appointments unprepared, requiring them to reschedule

In many cases, reactive customer service is a necessity, but organizations should take a more proactive approach when possible. As this example illustrates, it provides a much better customer experience.

Why does speed matter? Is proactive the new standard?

Speed has always been an important factor in customer service. That's why contact centers focus so much time and energy on keeping wait times at an acceptable level. Customers get irritated and impatient when they have to wait for help. But is the demand for speed increasing?

A recent Salesforce study found that “ Eighty-three percent of customers now expect immediate engagement when they contact a company.” [ii] That was a five-point increase from the prior year, so it appears that the need for speed is increasing.

Modern consumers want instant gratification in everything they do, including their customer service experiences. But as more and more businesses become able to meet this expectation, it's no longer as effective as a competitive differentiator. It's likely that proactive customer service will become the next thing that distinguishes exceptional CX from average CX. Proactive customer service is kind of like traveling at the speed of light, and you can't get much faster than that!

Ideas for proactive contact center CX

Contact centers should do everything they can to be proactive about the customer service they provide. Not only will it increase customer satisfaction, but it also decreases interaction volume. The following are some ways organizations can leverage their knowledge of customer needs to deliver proactive support.

Smart, effective self-service

Proactive customer service is all about anticipating and fulfilling customer needs, and most customers need (and want) effective self-service options. According to one study, 81% of consumers try to handle matters themselves before contacting a live customer service agent.

Gartner found that 70% of resolution journeys include self-service, however, only 9% are fully contained in self-service solutions. [iii] In other words, customers are trying to solve their own issues, but they're not always successful.

Self-service can be a competitive differentiator if it's done right. Our research found that eight in ten consumers are more willing to do business with companies that offer self-service options, yet only 61% agree that companies are offering easy, convenient self-service. [iv]

Where should businesses focus if they want to do self-service "right?" Implementing a smart knowledge base is a great place to start. According to Forrester , self-service is increasingly used as the first point of contact by customers within customer service organizations. The more positive these self-service experiences are, the more satisfied and engaged customers feel. [v]

The right knowledge management system provides customers with the most relevant answers rather than a confusing laundry list of unrelated topics. Additionally, it can extend to search engine results, so customers get answers more quickly. That's proactive!

AI-powered virtual agents can also provide proactive self-service . These conversational smart bots understand human language, which allows customers to speak naturally to resolve a wide variety of tasks. Additionally, machine learning enables virtual agents to get smarter with time. As an example of proactive customer service, virtual agents can learn what follow-up questions customers typically ask after the initial question and provide the answers before the customer even asks. Businesses can also use virtual agents proactively by placing them strategically at points in the customer journey where customers might hesitate or experience confusion.

Effective self-service can be faster and more convenient than agent-assisted channels and it's available 24/7. These qualities enable the instant gratification customers expect and value.

Omnichannel experiences

Omnichannel may sound like a reactive solution, but when you consider that 68% of consumers say companies are doing a poor job allowing customers to switch seamlessly between methods of communication, [vi] I would say executing true omnichannel is a way to be proactive. Plus, since 96% of consumers expect omnichannel, [vii] it's a good way to meet expectations and differentiate the quality of your support.

Why is omnichannel so important to consumers? Salesforce found that 74% of consumers report having used multiple channels to begin and complete transactions. And when they do this with businesses that don't provide omnichannel support, they need to repeat information, sometimes multiple times. Not only is this an annoyance, but it can make customers question whether the business really knows them.

Omnichannel is the way to go for seamless, lower-effort customer service experiences.

Proactive problem management

Strong problem management capabilities enable contact centers to provide proactive customer service by stopping new issues before they have a chance to leave the starting block. Quickly addressing emerging problems ensures a minimal number of customers are impacted, which improves CX and helps businesses avoid additional volume.

When they have an effective way to listen to customers, contact centers are often the first to know about product defects, broken website functionality, and other customer-impacting issues. The best way to listen is with AI analytics.

AI-powered interaction analytics analyzes all customer service interactions (voice and text) from all channels in real-time and can find patterns to extract timely insights such as:

• Customer sentiment
• Contact drivers
• Trending topics
• Root causes

On the front end of the problem management cycle, interaction analytics can act as an early warning system. On the back end, it enables contact center leaders to determine if fixes are working.

Give agents a leg up with their soft skills

Proactive customer service can mean leveraging new technology to improve CX. Real-time interaction guidance software is an example of advanced modern technology that helps agents provide the type of personal connections customers want.

According to one study, 57% of consumers say they would increase spending with a brand if they feel connected to it. Further, 77% would choose to purchase from that brand over a competitor. [viii]

A customer's feeling of connection with a brand is largely based on emotion. An agent needs strong human skills to make the type of personal connections with customers that builds loyalty. Not all agents are naturally empathetic or have already developed great active listening skills, but these and other soft skills can be learned.

Onboarding and ongoing training should have a heavy focus on soft skills, but skill-building shouldn't be confined to the classroom, and it doesn't need to be only a periodic lesson. Real-time interaction guidance tools can coach agents in the moment every time they speak with a customer.

This tool uses artificial intelligence to determine customer sentiment and uses that as the basis to coach agents on soft skills proven to enhance the interaction and customer satisfaction. For example, if the agent and customer keep interrupting each other, this real-time tech will remind the agent to use his active listening skills.

Consistent, unbiased coaching helps agents continuously improve their engagement skills and provide a better experience to the customers they serve. Learn more in the Aberdeen report, " The ROI of Real-Time Agent Guidance ."

Close the loop on customer feedback

Here’s a pro tip: Customers will think a business is proactive if they receive a call or email about feedback they provided.

Filling out a customer survey or complaining to a contact center agent can feel like you're sending your opinion into a black hole. How many times have you heard from a business after providing negative feedback on a survey? Feeling like your input isn't heard or acknowledged can damage relationships.

CX-focused businesses close the loop on negative feedback by contacting disgruntled customers to try to make things right. This approach can turn things around and even strengthen relationships, but a closed-loop process doesn't only need to target detractors. Highly satisfied customers can be contacted to thank them for their positive feedback and encourage them to become brand promoters.

The benefits of proactive customer service

Proactive customer service can significantly reduce interaction volume and the associated costs. But perhaps the more important benefit is the impact it has on customer perceptions.

• Nearly 70 percent of customers favorably view brands that engage in proactive customer service [ix]
• 67% of global consumers find proactive customer service notifications favorable [x]
• Proactive customer service results in a full point increase in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Value Enhancement Score (VES) [xi]

Providing proactive customer service is worth the effort. It lifts customer satisfaction, brand advocacy, and overall CX while also creating operational efficiency. Yet Gartner research found that only 13% of consumers reported ever receiving any type of proactive customer service. [xii] This is a clear opportunity for businesses to differentiate themselves.

Reactivity is a common pitfall every contact center should avoid. Learn how to avoid and overcome other perilous pitfalls by downloading " The Top 5 CX Pitfalls! And how to overcome them." We think you’ll get a kick out of the fun '80s gaming vibe.

[i] Helplama: Why Do Companies Need To Be Proactive in Customer Service [Survey] (2021)

[ii] Salesforce: What Is Customer Engagement? Key Findings from Global Research To Help Your Business Grow (2020)

[iii] Gartner: Does Your Digital Customer Service Strategy Deliver? (2019)

[iv] NICE CXone: 2020 Customer Experience (CX) Transformation Benchmark, Consumer Wave (2020)

[v] Forrester: How To Modernize Digital Customer Self-Service (2019)

[vi] NICE CXone: 2020 Customer Experience (CX) Transformation Benchmark, Consumer Wave (2020)

[vii] NICE CXone: 2020 Customer Experience (CX) Transformation Benchmark, Consumer Wave (2020)

[viii] Sprout Social: #BrandsGetReal: What consumers want from brands in a divided society (2021)

[ix] Microsoft: The global state of customer service (2019)

[x] Microsoft: Global State of Customer Service: The transformation of customer service from 2015 to present day (2020)

[xi] Gartner: Press Release: Gartner Says Organizations Need to Move from a Reactive to Proactive Customer Service Approach (2020)

[xii] Gartner: Press Release: Gartner Says Organizations Need to Move from a Reactive to Proactive Customer Service Approach (2020)

More from the blog

Solving the staffing puzzle: workforce management wizardry for the digital age, how contact centers are using ai to meet their top business and cx priorities, the customer convenience revolution: scaling up cx for modern customers.

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4 steps to effective customer service problem solving with examples.

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Recently, I came across a fascinating customer service story involving an American Express cardholder. It all began with a seemingly innocent mistake while making a payment involving a decimal point in the wrong spot, resulting in the customer inadvertently paying thousands of dollars instead of hundreds.

Determined to rectify the error and seek guidance, the customer promptly contacted American Express to report the issue. To his relief, a representative assured him that the mistake would have no adverse impact on his account and that all charges would be promptly refunded. Little did he know that this was just the prologue to a series of challenges.

A few days later, the customer was taken aback when he discovered that all his debit cards were unexpectedly suspended. Perplexed and concerned, he went over his account for any indications of suspicious activity or an account block, but to no avail. Thus, he decided to reach out to American Express once more to seek clarification.

To his utter surprise and dismay, the representative he connected with not only questioned why he had not halted the incorrect payment but also accused him of attempting fraud. The customer explained that a previous representative had not advised him to stop the payment and had, in fact, assured him that there would be no negative consequences resulting from his honest mistake.

The response?

That's what customer service does. They tell you what you want to hear.

This quite nasty customer service story inspired me to write about the real purpose of customer service. Which is not “telling customers what they want to hear” but helping customers and resolving their problems.

In this article, you’ll also learn some troubleshooting techniques to make your job easier.

Creating a Good Customer-Centric Culture

A customer-centric culture serves as the bedrock of exceptional problem-solving and sustainable business success. In a world where customers today wield unparalleled power and influence, placing them at the heart of your operations is not just a choice; it is a strategic imperative.

At all levels of the organisation, employees must wholeheartedly prioritise customer happiness, understanding that every interaction is an opportunity to leave a lasting impact. By cultivating such a culture, businesses create a positive and supportive environment that empowers employees to go above and beyond to delight customers.

Nurturing this culture demands a multifaceted approach. One potent strategy is to recognise and reward outstanding customer service efforts. By celebrating employees who embody the customer-centric ethos, businesses reinforce the value they place on exceptional experiences. This recognition motivates individuals to exceed customer expectations continually and sets a powerful example for others to follow.

Encouraging collaboration is another pivotal aspect of fostering a customer-centric culture. In today's interconnected business landscape, problems seldom fit neatly within departmental silos. Emphasising collaboration cultivates a shared sense of responsibility for customer success and enables employees to pool their expertise, collectively devising innovative solutions that surpass individual capabilities. The result is a seamless and consistent experience for customers, who benefit from the collective effort of a united organisation.

To equip employees for the challenges of modern customer service, businesses must invest in skills training. Outstanding problem-solving skills do not materialise by chance; they are honed through intentional development. Equipping employees with the necessary tools and knowledge to navigate diverse customer interactions positions them to respond adeptly and confidently, even in the face of dissatisfied customers.

Customer Service Problem-Solving

Speaking of dissatisfied customers, they hold the key to unlocking greater customer retention. Rather than viewing poor experiences as a liability, businesses must embrace them as opportunities for growth. Each negative interaction presents a chance to introspect, identify pain points, and make tangible improvements. By actively seeking feedback from dissatisfied customers, businesses demonstrate their commitment to listening and learning, earning trust and loyalty in the process.

A customer-centric culture is more than a mere buzzword; it drives superior customer experiences and enhanced customer retention. By prioritising customer satisfaction at every touchpoint, celebrating exceptional service, fostering collaboration, investing in skills training, and actively engaging with dissatisfied customers, businesses can forge a path to sustained success and unmatched customer loyalty. Embrace the customer-centric ethos, and you will unlock the true potential of your organisation in a customer-centric world.

Strategies for Effective Customer Service Problem-Solving

Timely response and resolution are essential components of successful troubleshooting. Customers appreciate swift action, showing that their concerns are taken seriously. Personalisation also plays a significant role, as customers feel valued when their issues are treated individually rather than generically.

Navigating challenging situations with irate customers requires patience and tact. Service reps need to stay calm, acknowledge the customer's feelings, and work towards finding a resolution.

4 Steps for Better Customer Service Problem Solving

As a customer service agent, providing satisfying solutions is essential. Let's explore the path to achieve this.

1. Understanding the Customer's Point of View

Imagine yourself in the customer's shoes. They reach out to you with what seems like an impossible request. For instance, they received a notice that their phone line would be cut due to non-payment, yet they requested credits on their invoices due to financial constraints. Initially, you might question their request, but remember, you're not just an ordinary person; you're a Support Hero tasked with saving the customer's day. Negative thinking won't lead to solutions.

At this stage, it's hard to distinguish if the customer is genuine or potentially fraudulent. However, instead of passing judgment, assume the customer needs assistance and act accordingly. Engage in active listening to comprehend the problem thoroughly and find a way to help.

Exceptional problem-solving hinges on understanding customer needs and concerns. Active listening enables service representatives to connect with customers on a deeper level and empathise effectively. By listening attentively, you can pinpoint the root cause of the problem and tailor solutions to meet their specific needs.

Remember these keywords throughout your journey: fully understand the problem, solve the customer's problem, find a workable solution, and ensure the customer is happy with the resolution.

2. Identifying a Problem

Ensuring that customers are happy with the solutions provided is crucial in customer service. Sometimes, customers simply struggle to articulate their issues, and that's entirely normal. They may not be familiar with your processes or jargon; all they know is that their expectations regarding your product or service have been disappointing.

As a Support Hero, it's your responsibility to restore their faith in your company, but to do that, you must first pinpoint the problem.

To troubleshoot effectively, here are a few questions that can guide you. Sometimes, by asking these simple questions, you can quickly identify an outage or a faulty batch of products sent out by a manufacturer!

Can you describe the problem you're facing precisely? When did this problem start? Has this issue occurred before?

Next, consider the following:

Are all users affected, or is it isolated to just one customer? Has anyone else faced a similar problem in the past?

Once the customer responds, summarise their answers back to them. This gesture demonstrates that you genuinely comprehend their concerns and helps you verify the facts.

If you're unfamiliar with the problem or unsure how to proceed, offer a brief apology and inform the customer that you need to discuss their case with a colleague or supervisor. Maintain a self-assured tone, and don't hesitate to ask the customer to hold on for a moment.

Remember, customers value accuracy even if it takes a bit more time to sort out the issue.

Instead of abruptly transferring a customer to another department, try saying:

"We're committed to resolving this for you. Let me transfer you to a specialist best equipped to address your question."

Customers appreciate the effort you put into understanding their journey and resolving their issues promptly. Poor customer service can lead to bad customer experiences, but by actively listening to their concerns, you can turn their dissatisfaction into a happy customer.

Always focus on solving the problem, no matter how common or complex. As a customer service representative, your role is to provide exceptional support and ensure that customers are satisfied with the resolution.

So, embrace every customer service issue as an opportunity to solve the problem and deliver exceptional customer support. Your dedication and responsiveness will create a positive experience, turning unhappy customers into satisfied ones.

Remember, the help desk is where customer issues are met with efficiency and care. The key to a successful customer service journey lies in how you handle problems and fix them effectively.

3. Find a Solution

Utilise your analytical thinking to devise a solution that best suits your customer's needs. Here are some key questions to help you plan an effective resolution:

Is there enough staff to carry it out?

Who will be involved in implementing the solution?

What is the expected time frame for the solution?

What resources are needed to make it happen?

Who should be informed about the planned solution?

How will the customer be notified about the solution?

Even if you're faced with a case that goes against your company's policy, there is always room for creative suggestions. Take, for example, a customer seeking a refund, which may not align with your policy.

However, consider these alternative solutions:

Inform the customer that you cannot credit the bill, but offer to split the payment into smaller instalments to accommodate their financial situation.

Postpone the account suspension temporarily, allowing the client to continue using the service.

Analyse the customer's account and propose a switch to a more budget-friendly price plan.

Your creativity can turn an unreasonable request into three viable solutions!

But what if you're not the one who can solve the problem?

In such cases, you may need to open a ticket to escalate the issue appropriately. To ensure the ticket doesn't get lost, assign it to yourself and monitor its progress. If the problem remains unresolved after 24 hours, consider contacting the customer to provide an update on your ongoing efforts.

Occasionally, there are situations where the problem cannot be fully sorted. For instance, your company may have stopped selling a particular product, or you may not have a gluten-free option on your menu. However, that doesn't mean you can't offer a helpful solution. If you don't have what the customer needs, guide them to the right source. Let them know where they can find the desired product or suggest alternatives.

Going the extra mile can create customer happiness, even if the solution deviates from their initial expectations.

Here's an example from our experience: My colleague, Justyna, recently chatted with a customer disappointed that our application lacked an in-built screen-sharing and screenshot-making tool. With a composed demeanour, I informed Aline that while LiveChat lacked those features, she could set up an integration for screen-sharing sessions and use a free screenshot tool like Jing. It did the trick! Aline was delighted with the solution, and my mission was accomplished.

Throughout the resolution process, ensure that the customer is at the centre of your focus. Handle customer service issues with attentiveness and empathy, as a positive customer service experience can be transformative. Use a series of questions to fully understand the problem, allowing you to implement the right solution and untangle customer queries effectively.

4. Fix the Problem and Follow Up on the Solution

Finally! The customer has agreed on a solution. You've offered a brief apology for the problem, and now you can fix it and close the case, right?

Unfortunately, it's not always that straightforward.

Sometimes, the solution provided may not address the root cause of the problem. For example, let's say a customer had an issue with the application, and you suggested restarting the device. While this might settle the problem, it's more likely that the customer will return with the same issue, possibly even upset that the initial solution didn't work as expected.

I understand that working in customer service leaves little time for breaks, and now I'm asking you to follow up on your customer's problems. But there are significant benefits to spending a little extra time reaching out to these customers.

Doing so demonstrates genuine care and creates an exceptional customer experience. You ensure that you won't receive calls or chats from furious customers later. You can verify whether your solution worked, giving you confidence for future interactions.

If you find it challenging to make calls or send emails to follow up, don't worry. There are alternative approaches you can take. Some apps allow you to send automatic emails once a ticket is resolved (e.g., LiveChat). You can test and try this feature to save time.

Alternatively, your team can use an automatic survey to gauge customer satisfaction and determine whether the problem was adequately resolved. Platforms like SurveyMonkey and Typeform can be useful in this regard. Alternatively, you can send a simple template asking two questions:

Did we help you solve your problem?

On a scale of 1 to 10, how would you rate your overall experience?

Customers will undoubtedly appreciate these efforts!

In customer service, increasing customer success is vital. To achieve this, it's essential to understand the issue at hand fully. When a customer allows you to delve into their concerns, you can identify the right product or service to address their needs effectively.

Remember, customers are likely to encounter complex problems, and they depend on you for assistance. Utilise customer service problem-solving techniques to handle their issues competently and ensure they are satisfied with the outcome.

Empowering a Customer Service Representative

To excel in issue resolution, customer service reps must have the right skills and authority. Regular training and development programs ensure that representatives are well-prepared to handle various situations effectively.

Additionally, empowering representatives to take ownership of customer issues instils a sense of responsibility, leading to more proactive and efficient resolutions.

Solve Customer Service Problems With Technology

Technology plays a vital role in modern customer service troubleshooting. Customer relationship management (CRM) systems help consolidate customer data, making it easier for representatives to access relevant information quickly.

AI-powered chatbots can provide instant support, resolving common queries and freeing up human representatives to handle more complex issues. Data analytics tools allow companies to gain insights into customer behaviour and preferences, enabling them to tailor their services accordingly.

Measuring and Monitoring Customer Service Success

To continuously improve the way problems are solved, companies need to track and measure their customer service performance. Key performance indicators (KPIs), such as response time, resolution rate, and satisfaction scores, provide valuable insights into the effectiveness of customer service efforts.

By monitoring these metrics, businesses can identify areas that require attention and implement targeted improvements.

Great Customer Service Requires Resolve

Curious about how the story of the American Express customer ended? Well, after cancelling the payment, he reached out to customer service again, giving the company one last chance. However, he connected with a different representative this time—a night-and-day contrast from the previous encounter.

Unlike before, this representative was willing to listen. She grasped the situation immediately, empathising with the customer's plight. After reviewing his account and consulting with her supervisor, she astonishingly informed him that his card would be reactivated. The customer was both shocked and elated with this positive outcome.

It's remarkable how two representatives working for the same company in the same customer service team can provide vastly different experiences—one great and the other terrible.

The root cause of the poor experience is challenging to pinpoint. Perhaps the first representative was not suited for customer service, or management failed to train and motivate them adequately. Regardless, the bottom line was that the customer sought help but did not receive it.

Often, solving a customer-service problem involves navigating between company policies and customer interests, as was evident in this case. The first representative struggled to handle such a situation, whereas the second possessed the necessary skills to address the issue effectively.

Problem-Solving is not just an Ability -- It's a Mindset

As we explored in my previous post on problem-solving skills , the golden rule of customer service is to create a fantastic customer experience even when the problem may not directly concern your product. Offering a possible solution exemplifies the essence of customer service—solving problems, not merely telling customers what they want to hear.

The key to success lies in persistence, utilising the advice shared here, and maintaining a positive outlook. Armed with these qualities, there will be no problem you cannot conquer.

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