📖 READER VIEW (Read-Only, Public Access)
Inconsistent Support Across Channels
AI Analysis Summary
The user experienced inconsistent support experiences, with a helpful chat agent yesterday and a seemingly unaware phone agent today who provided conflicting advice. This has led to confusion and a loss of confidence in the company.
Problème signalé
Questions
5 questionsCould you please provide the date and approximate time of your chat conversation yesterday? (ID: 2916)
Yesterday, late afternoon.
Could you please provide the date and approximate time of your phone call today? (ID: 2917)
Today, around 10 AM.
Do you recall the name or ID of the chat agent you spoke with yesterday? (ID: 2918)
Think it was Sarah.
Do you recall the name or ID of the phone agent you spoke with today? (ID: 2919)
No, didn't catch their name.
Can you briefly describe the conflicting advice you received today compared to yesterday's conversation? (ID: 2920)
Phone agent said to do X, chat said do Y.
Causes identifiées
4 causesManque de systèmes de soutien intégrés
80%Les systèmes de chat et de support téléphonique peuvent ne pas être intégrés, ce qui signifie que les agents sur différents canaux ne peuvent pas voir l'historique des conversations des autres. C'est un problème courant dans les organisations ayant des départements de support cloisonnés.
Manque de connaissances ou inexpérience de l'agent
60%L'agent téléphonique peut être nouveau, manquer de formation suffisante sur la fonctionnalité spécifique du produit, ou avoir une mauvaise compréhension du contexte de la conversation précédente.
Mauvaise interprétation des conseils précédents
40%Il y a peut-être eu un malentendu concernant les conseils donnés lors du chat, ce qui a conduit l'agent téléphonique à fournir des informations qui semblent contradictoires, basées sur son interprétation.
Glitch du système ou perte de données
20%Un problème système temporaire ou un événement de perte de données a pu empêcher l'agent téléphonique d'accéder à la transcription du chat ou aux informations pertinentes du client.
Solutions recommandées
8 solutionsCross-Training Support Agents
🤖 AI Analysis
"The core of the problem is conflicting advice given by agents from different channels (chat vs. phone). Cross-training agents to understand and access information from all channels directly addresses this inconsistency and ensures a unified understanding of product features and policies."
Enhance Agent Training Programs
🤖 AI Analysis
"The phone agent provided incorrect information about a feature. Enhancing training for phone agents, specifically focusing on product knowledge and the ability to access past interactions (like the chat from yesterday), would prevent such discrepancies and improve the quality of advice provided."
Implement Knowledge Base Updates
🤖 AI Analysis
"The conflicting advice suggests a potential issue with the information available to agents. Ensuring the knowledge base is up-to-date and accessible to all agents, regardless of channel, would help standardize information and reduce the likelihood of contradictory advice."
Clarify and Document Advice
🤖 AI Analysis
"The user is left unsure due to contradictory information. Encouraging agents to summarize and confirm advice, and to document key details, would create a clearer record of what was communicated and help identify where the breakdown occurred. This also aids in future interactions."
Review and Refine Escalation Procedures
🤖 AI Analysis
"While not the primary issue, the conflicting advice could stem from an agent's uncertainty. Reviewing escalation procedures ensures that agents know when and how to seek help for complex or ambiguous situations, which could prevent them from giving incorrect information."
Implement Unified Customer View
🤖 AI Analysis
"A unified customer view would allow agents to see the previous chat interaction, potentially helping the phone agent to realize the discrepancy. However, it's more about providing context than directly fixing the root cause of inconsistent information being given."
Regular System Audits and Maintenance
🤖 AI Analysis
"System audits and maintenance are important for overall system health but do not directly address the issue of inconsistent advice provided by support agents. There's no indication that system issues are causing the problem."
Implement Data Backup and Recovery Protocols
🤖 AI Analysis
"Data backup and recovery are crucial for data integrity but are not directly relevant to the problem of conflicting advice given by support agents. The problem is about the information itself and how it's communicated, not about data loss."
Ressources d'Autorité
9 Omni-Channel Customer Service Best Practice Tips
Jan 16, 2024 ... According to Aberdeen Group, companies that provide a consistent service quality across multiple channels retain 89% of their customers, whereas ...
Creating an Omnichannel Digital CX: Best Practices and Be...
... support. Customers expect a seamless and consistent experience across ... Consistency is key to a successful omnichannel strategy. Whether a customer ...
Omnichannel Customer Service 101: Definition, Benefits, & Tips
Jul 16, 2022 ... Omnichannel customer service best practices · Create a centralized place for your data · Keep things convenient · Be consistent · Start small.