Hiring and onboarding people from outside the company is sometimes a gamble. You haven’t worked with them before so how do you know if they’ll be a good fit? Well, have you considered the untapped potential in your internship program? Young talent brings fresh ideas and a new perspective to your company, as well as your products and services. Hiring interns has several additional benefits, such as: A larger workforce A global employee candidate pool Minimal recruitment cost Enhanced brand recognition Effective supervisory skills Transitioning remote interns to full-time employees presents unique challenges and opportunities for organizations looking to nurture and retain top talent. The tips below will guide you through creating a seamless and supportive onboarding process that not only integrates interns into your team but also sets them up for long-term success in your company. The key to a successful onboarding procedure is consistent communication during and after the completion of the internship program. It keeps the candidates invested with the organization and creates a reliable talent pipeline. Having said that, you can deploy the following tactics for smooth recruitment: 1. Structure Your Internship Program for Preskilling Preskilling is a learning and development (L&D) program for new candidates. Here, employees are trained for real-work job responsibilities, from planning to implementation. For instance, if you’re recruiting interns for marketing, make them familiar with different marketing styles, recommend Digital Marketing Books to enhance their knowledge, and teach them the use of Salesforce. This allows the interns to understand the working environment and culture of the organization and assists them in setting nearly accurate expectations for the full-time job. As an added benefit, it ensures that interns are ready to join the organization after the program is complete. Some of the things that human resources managers can do to implement the L&D program are: Provide one-on-one mentorship Offer networking opportunities Give them "real" assignments (not just "getting coffee") Communicate frequently 2. Allow Your Interns to Explore Multiple Career Options Internship programs provide opportunities for candidates to discover and polish their skills. It enables them to get out of their comfort zone and look for the job responsibilities that best suit their capabilities. However, if you’re recruiting full-time employees for only one kind of work, they may or may not be interested in the job title. Thus, after completing internship tenure, they may not wish to continue. To avoid such circumstances, let your interns explore different career opportunities within your organization. For instance, if you hire a communication student, allow them to choose between content writing, client service, social media marketing, or client pitching. Download Our Free New Employee Orientation Checklist! Download Now 3. Make Them Feel Part of the Organization Gone are the days when an intern's work responsibilities revolved around menial tasks like filing and data entry. Now, leading companies are associated with prime job responsibilities and utilizing their knowledge and skills. This makes the candidate feel valued and connected to the organization. However, assigning them adequate work isn’t enough to encourage them to be part of the company for the long term. Instead, use the following employee engagement strategies: Regular check-ins with the interns and manager Clarify the candidate's doubts Ensure transparent communication Get feedback from the manager and candidate Appreciate the small achievements of the candidates If you’re able, create a questionnaire that allows you to learn about the intern's experience with the company—whether they choose to be full-time employees or not. Doing so will allow you to learn about the organization's pain points and areas of improvement. Plus, HR managers can then make appropriate improvements. 4. Invest in Intern Career Development Understand that an intern’s decision to join your organization is a critical life decision. This choice will define what the future holds for them. So, it’s essential that you make their internship experience enriching and rewarding. Apart from polishing their existing skills, help them grow into other areas. Don’t simply delegate the work and accept results. Instead, talk to them about the company, future goals, and what they want to learn. Come up with a practical training session plan, allowing employees to learn something new while assisting with the ongoing task. You can further plan team sessions to break the ice and lower employees' burdens. Click Trough an Onboarding Process Click through our interactive demo to see how LIKE.TG makes onboarding easy. Try It Now About Author:This article is written by our marketing team at LIKE.TG. LIKE.TG is dedicated to providing powerful solutions for your HR teams and creating an exceptional employee experience. Our aim is to help your company improve employee engagement, onboarding, and to save you valuable time!

Many hospitals and health systems are dealing with tight budgets, workforce challenges, and security issues. These and other challenges are getting increasingly complex and adding strain to an already-taxed healthcare ecosystem. How do you decide whether to invest in patients or care teams—or deliver optimal care or achieve your financial goals?In this complicated environment, it can be difficult to avoid getting distracted by minutiae, bureaucracy, and manual efforts. The industry’s Quadruple Aim framework helps many organizations clarify their priorities and zero in on best practices for healthcare efficiency. Healthcare organizations need time to focus on what matters most: improving care delivery. LIKE.TG is helping organizations bring the Quadruple Aim to life to give more time back to care teams.1. Enhance patient experienceGood patient experiences begin with speed to information. This means easy access, proactive communication, fast updates, and fewer forms. These enhancements can go a long way toward creating a foundation of trust between clinicians and patients.Before care teams can deliver on these improved experiences, however, they must conquer technical hurdles such as data silos, manual processes, and data privacy and compliance rules. Complete, 360-degree views of patient data, reduced delays, improved patient privacy, and eliminated task redundancies can transform a lackluster patient experience into a high-quality, meaningful encounter.2. Promote care team well-beingIt’s difficult to focus on what matters when you’re short on staff or enduring an onslaught of low-value tasks. The good news is that technology solutions can streamline these manual processes.Many healthcare providers are finding relief through process automation, simplified clinician onboarding, and reduced paper workflows. These improvements can prevent clinician burnout, improve clinician satisfaction, and add immediate value to the patient experience.3. Improve population healthTaking a macro view can help healthcare providers get in front of crises, address population-wide trends and needs, and support aging populations. This will require addressing bigger, systemic challenges such as training, communication, and flexible workflows and systems.Solutions center on connecting siloed data and disparate systems. Data-driven visibility and automated administrative workloads can help increase efficiency and improve decision-making so that care teams can provide more accurate, effective care across communities.For example, one of Europe’s largest hospitals had data scattered across multiple systems in multiple formats, making surgery coordination overly complex. With LIKE.TG, the hospital created a real-time view of data that simplified surgery coordination for 1 million yearly treatments and expedited more accurate surgery response.4. Reduce costsTransformation in healthcare will occur when we can connect positive outcomes to spending and waste. Improving efficiency requires reducing administrative tasks, making better use of data, and embracing innovative technologies such as AI.Healthcare providers are choosing technology solutions that automate manual tasks, reduce downtime, and address process inefficiencies.Improving the quality of healthcareThe healthcare industry needs to find more time, waste less effort, and drive down costs to improve the quality of care. Providers shouldn’t have to choose between investing in patients or care teams. Technologies such as hyperautomation can help them do both.Hyperautomation helps accelerate back-office administrative tasks, connect data silos, and enable hyperpersonalized experiences for patients—while reducing costs and inefficiencies. It empowers IT teams to deliver innovative, timesaving, and cost-saving solutions quickly—in days, not months.Find out more about how LIKE.TG helps healthcare organizations make the Quadruple Aim reality in our ebook: Invest in patients or care teams? Yes.

Uncertain times are often a catalyst for important innovations. During the Great Depression, for example, inventors created nylon, magnetic tape recording, and the first working helicopter—all of which are still in use today.To be prepared for the future, you need to take stock of where you’ve been, what you’ve accomplished, and where you want to go. Let’s look at four tech trends that are resonating with LIKE.TG customers.1. AI-powered service operationsForbes predicts we’ll see artificial intelligence (AI) everywhere in 2023. One application that’s been gaining traction is AI-powered service operations. Using AI in this important area can help tame the voluminous data and information to simplify the jobs of IT and service department workers. Implementing AIOps can: Increase data value Reduce costs Streamline IT operations Improve the employee experience Watch our benefits of AI-powered service operations webinar to find out how an AI approach can help your organization overcome technology complexity.2. Hyperautomation as a business strategyHyperautomation combines numerous technologies, such as AI, machine learning, and robotic process automation (RPA), to streamline processes and help organizations run efficiently. The key to hyperautomation is integration between systems, apps, and data. With the worldwide RPA and hyperautomation market expected to grow at a 23% compound annual growth rate between now and 2027, according to ResearchAndMarkets.com, now is a good time to prepare your organization to embrace it.Discover key findings from a Forrester Consulting study on the subject in The state of hyperautomation as a business strategy. Forrester Analyst Craig Le Clair joins Derek Birdsong, director of automation product marketing at LIKE.TG, to discuss how hyperautomation breaks down business and technology silos.3. Integrated risk managementIn these uncertain times, business resilience is more important than ever. Modernizing IT platforms is the No. 1 way to improve resilience, according to research by ThoughtLab and LIKE.TG. Other important steps include improving communications, providing resilience training, and assessing and managing privacy risks.An integrated approach to risk management offers one of the best ways to manage vulnerabilities. Watch Managing risk in digital transformation to learn the current state of risk and compliance. You’ll also discover how integrated risk management busts silos and frees teams to work on high-value tasks.4. Effortless customer experiencesA survey by LIKE.TG and Qualtrics found 69% of customers toggle between two or three channels to resolve an issue. Interestingly enough, 81% of IT workers believe IT can play a major role in upgrading the customer experience.Automating processes can bridge the gaps between siloed systems to create effortless customer experiences, which in turn can boost loyalty. Gain insights from LIKE.TG customers in Work smarter, not harder. You’ll learn how automation can improve the customer experience and your business’s bottom line.

Updated May 5, 2023In banking, insurance, and wealth management organizations, it’s imperative to enhance customer experience to stay competitive. Although digital transformation has improved the front office and customer engagement, it’s not enough.Financial services organizations also need to provide good employee experience, protect against risks, cut costs, and accelerate innovation. It’s a tall order for any highly regulated organization. Here are four ways LIKE.TG can help you improve financial services experiences:1. Strengthen security and risk managementRansomware attacks pose a threat to all businesses. Financial services organizations need to be especially diligent in safeguarding against these types of attacks. It’s critical to both employ preventive tactics and have a resilient recovery plan.Watch our Improving security and ransomware preparedness webinar to learn ways to strengthen financial services security and risk management.2. Automate anything and everythingFinancial services organizations tend to excel in digitization and cloud technology, but many are missing the final piece of the puzzle to fully streamline their operations: hyperautomation.Encompassing AI, machine learning, process mining, and more, hyperautomation can greatly improve efficiency and customer experience. Find out how in Make hyperautomation a reality.3. Humanize customer experienceNo customer likes feeling unheard or unimportant. Customer loyalty is driven by satisfaction, which is reliant on customers feeling listened to, understood, and appreciated.Get tips on humanizing the customer experience in banking, based on research from American Banker and Monigle. The discussion includes insights to help you maintain balance between people-driven and technology-driven experiences.4. Revamp banking operationsOptimized banking requires connecting technologies and teams to eliminate silos. The Now Platform is designed to do exactly that.Find out about banking-specific enhancements to the platform in the Utah release in LIKE.TG for banking. Updates include banking system integration, real-time visibility, and options for agent callback.

Amid the whirlwind of today's job market and ever-evolving economy, one critical key to an organization's success emerges: empowering employees with growth opportunities that both entice top talent and secure the future of your business.As millennials and Gen Z progressively make up more of the workforce, investing in their career growth has become crucial to the future health of any organization. In fact, 74% of Gen Z and millennial workers are willing to leave a job if the company doesn’t invest in employee growth and development, according to an Amazon-commissioned study.To stay ahead, HR and business leaders must adapt to the changing landscape and invest in modern approaches and technology to foster sustainable and systematic employee development. With the emergence of new AI tools, employee skills and learning have entered a new era of intelligence and people-powered innovation.Let’s explore four key trends that can help future-proof your workforce.1. Adopting a skills-centered working modelIn the face of rapid technological advancements and evolving workforce needs, it's crucial to embrace a skills-centered approach. That means identifying and prioritizing the skills of your workforce. By mapping individual skills to specific roles, your organization can align its talent with business objectives and help ensure a more agile and adaptable workforce.2. Finding untapped developmentTraditional methods of mapping skills to job titles can be time-consuming and inefficient. Using AI-driven solutions for this purpose can help you recognize and use employee strengths more effectively. This enables individual growth and development opportunities that align with employees' personal and professional goals, fostering a sense of engagement and motivation.3. Aligning strategies and business goalsCollaboration between employees, managers, and the greater organization is essential for driving employee growth and achieving business success. By setting shared goals and establishing mutual benefits, you can maximize employee potential through skills-based development.A collective effort like this can foster an environment that supports continuous learning and growth and pay off for both the employee and company.4. Empowering workers to reach their potentialAI-powered tools offer tremendous possibilities for optimizing employee growth and development. By identifying employee skills, organizations can empower employees to take charge of their career advancement based on their strengths and growth opportunities.This encourages a self-driven approach to development that allows employees to work toward their goals while contributing to organizational success and growth.Employee growth and development are non-negotiable for business success. By embracing skills-centered strategies and AI-driven solutions, organizations can help employees reignite their passion for work while boosting business results.Get more insights to unlock the full potential of your workforce and cultivate a culture of continuous learning and development in our ebook: Supercharging employee growth and development.

It’s January 1969, and the pressure is on. Paul, John, George, and Ringo have 17 days to write and record 14 songs. Peter Jackson’s epic documentary, “Get Back,” captures their creative process. We witness individual genius at work, but it’s when the Fab Four play together that we experience the magic of the Beatles.I think the same is true of field service. Our industry is full of talented individuals who are often under pressure. Only when your front, middle, and back-office teams work together in harmony are your field service professionals able to do their best work and truly shine. Field service can, and should, be a strategic differentiator. Let’s explore four ways it can help drive differentiation.1. Strengthen customer experienceHitting the high notes of customer experience starts with understanding what makes customers happy. For customers who depend on field service to keep business-critical assets running, happiness equals more uptime.The best way to deliver standout service is to prevent issues. LIKE.TG® Field Service Management (FSM) provides the insights you need to get ahead of problems and reduce customer effort and angst. When things do go wrong, FSM can help you fix them proactively, quickly, and effectively—keeping customers in the loop.Asset-centric support is only one type of fieldwork. Consumer-centric services such as property maintenance, financial advice, home deliveries, and home healthcare all depend on field workers too. Pioneering healthcare technology provider Tunstall has seen a 70% increase in customer satisfaction since choosing FSM. We’re proud to help Tunstall support vital care providers.2. Amplify employee experienceThe Great Resignation makes it more important than ever to raise the bar on employee satisfaction. As John Perry, vice president of global delivery and transformation at Xerox, explains, “People don’t join this industry to get bogged down in admin. They join it because they like finding solutions to tough problems.”By automating and optimizing processes, we’ve helped Xerox reduce manual, repetitive admin so that field teams can focus on solving tough problems.LIKE.TG Virtual Agent helps customers find solutions to simple issues on their own. This frees field teams to focus on tasks that add value to the business. When workers are in the field, our mobile field service app gives instant access to the knowledge they need to do their best work.We’ve also partnered with, and invested in, CareAR (a Xerox company) to harness the benefits of augmented reality (AR) for field service. One benefit is support for less experienced technicians. They can work virtually side by side with expert colleagues, expediting issue resolution. 3. Work smarter to reduce costsImproving efficiency is on everyone’s playlist. Marginal gains in field service operations can make a huge difference in decreasing costs. With process automation, artificial intelligence (AI), and low-code tools available out of the box, LIKE.TG FSM helps you get to value fast. And it’s easily customizable, evolving with your changing needs.Scheidt & Bachmann, the world’s foremost digital parking solution provider, is realizing the benefits of dynamic scheduling. Using FSM, work is routed based on skill matching, availability, location, and service time windows. Dispatchers and managers have the visibility they need to make informed decisions, fast. Customers get experience-enhancing service, fix-first-visit rates increase, and costs decrease.Digital payments innovator SIA (now part of the Nexi Group) reports an 80% reduction in effort to log work since it started working with LIKE.TG approximately two years ago. FSM helps the company work smarter and has saved it 48,000 hours.4. Increase revenueThe Beatles song “Get Back” is built on three chords. Speaking from experience, they’re relatively easy to master, but you have to get the basics right before you can add flourishes. Otherwise, you end up in a mess.Similarly, field service can be a powerful revenue generator for your business, but you have to get the basics in place before you can build. Whether you’re looking for more value from existing revenue streams or want to transform to an outcome-based model, FSM gives you the agile platform you need to respond to market changes and accelerate growth.According to Forrester, enterprises may realize a return on investment of 310% over three years by deploying LIKE.TG FSM.1Hear from some of our fans what’s working and what they value most about our approach in The field service experience ebook.1 The Total Economic Impact of LIKE.TG Field Service Management, Forrester, December 2020

Even as things start getting back to normal post-COVID, many employees don’t want to return to the office full time. Working from home offers a number of benefits, including more flexibility, less time and money spent on commuting, and a better work-life balance. And while there are some occasions where face-to-face interactions are beneficial, most businesses can work just as well if their team is working remotely at least some of the time. If your employees are asking for a hybrid way of working, with time split between working at home and in the office, these are some of the ways you can support them. Why offer hybrid working? Although millions of people were forced to abruptly switch to remote working during the pandemic, most have adapted well to the change. In most businesses, remote teams have been just as productive if not more so when they’ve been away from the office. And working from home offers a number of benefits that are really important to employees — it offers more flexibility, less time and money spent on commuting, and a better work-life balance. However, there are occasions such as some meetings and training sessions where face-to-face interactions will work better. And some employees want to work in the office at least some of the time to connect with the rest of the team and benefit from ad hoc conversations and ideas that might get bounced around in the workplace. Hybrid work models offer the best of both worlds — employees that feel more productive at home or need more flexibility can work remotely most of the time. But you can also offer office spaces for team meetings and any employees that enjoy working in the office. It also means that your business can save money on a large office space that accommodates all of your team members every day, and you can increase employee satisfaction. How to help employees requesting hybrid working Making the switch to a hybrid working schedule will take some adjustment for businesses and employees, but these are a few ways that you can make the transition easier. Clear expectations It’s important to be completely clear about expectations when your employees are requesting a hybrid work arrangement. If it’s something that you can accommodate, you need to create a remote working policy that clarifies everything about when, where, and how your team should be working. This should include: Any core working hours and number of hours per day/week Expectations about when staff need to come into the office How you’re scheduling in remote workers and in-office workers How and when do staff need to book office space if you’re hot-desking Security precautions for employees working remotely and traveling with equipment Sickness and time-off procedures Make sure your hybrid working policy is somewhere that everyone can access when they need to and covers everything that your employees expect it to. Create a productive workspace As a business, you need to ensure that your employees have a productive work environment both in the office and when they’re at home. You may have to adapt your office space to meet the needs of your hybrid staff. For example, if they primarily come in for meetings and workshops then you need suitable spaces that won’t disturb the rest of your team. Depending on your teams, you may need quieter areas with individual desks where people can focus on work and some more collaborative space for people to work on projects together. Home office spaces require as much investment and planning as the company office. So if your staff is requesting hybrid working then help them to set up a suitable space. Provide all the equipment that they’ll need to do their work, and offer them support with bigger items like a suitable chair and a desk. Furniturebox, for instance, has plenty of affordable office furniture options, and you can also help them with finishing touches like some prints for the wall from somewhere like Desenio or a houseplant to make their office space feel more productive. Focus on communication and collaboration Hybrid work environments are only effective if you have the right tools and procedures in place to ensure clear communication and easy collaboration between remote and in-office workers. It needs to be easy for your team to be working at home one day and heading into the office the next and able to pick up where they left off. There are plenty of tools and software that can help with hybrid working: Cloud storage like Google Drive so that documents and files are accessible from anywhere Instant messaging tools like Slack and video conferencing so that you team can keep in touch Project management software to keep track of everyone’s workload and progress Time tracking software to monitor how long different things take, particularly when your teamwork from home. Set out procedures for using each system so that everyone is on the same page and they improve the way you work. Look after employee wellbeing If your team is distributed between home and the office, then it can be hard to tell when employees are struggling or disengaged and it can also impact company culture. So it’s important that employee wellbeing is a priority in your business. Arrange regular check-ins with all of your employees such as a monthly one-to-one meeting. This shouldn’t be purely work-focused, but also a chance for you to catch up with them and understand how they are doing. Put together some resources and support for hybrid working. For example, best practices for staying healthy while remote working, guidance on ensuring work-life balance, and who to reach out to if your employees need help. You should also rethink your benefits to ensure that they’re appropriate for hybrid working — offer a flexible gym membership wherever your team is based and other benefits that are going to be valuable to employees who aren’t in the office full time. If you’re having fewer company-wide social events then arrange smaller ones in local areas. Hybrid work options can be hugely beneficial to your business and your employees. But you need to have the right procedures and guidelines in place to ensure that you’re supporting your employees through the transition to hybrid working and going forward. About Author: This article is written by our marketing team at LIKE.TG. LIKE.TG is a leading provider of HR solutions, including recruiting, onboarding, employee engagement, and intranet software. Our aim is to help your company improve employee engagement, employee productivity, and to save you valuable time!

Business surveys are broadly classified into product, marketing, demographics, and customer satisfaction survey questions.They all serve different purposes, assessing different aspects of customers and their experiences at different stages of the buying process.This blog will guide you through everything you need to know about customer satisfaction survey questions to assist you in getting started. What is a customer satisfaction survey?A customer satisfaction survey is a questionnaire sent to customers by businesses to help them understand their customers’ opinions about their products, services, or policies.Additionally, it aids in obtaining customer recommendations for how the business, product, or service could be improved.Customer satisfaction survey reports, in particular, gauge how customers perceive your business and the level of their satisfaction with your service.Customer satisfaction survey questions enable businesses to expand their markets.Types of customer satisfaction surveysCustomer satisfaction surveys come in various forms, each tailored to gather specific feedback from customers.Customer satisfaction (CSAT) surveyCSAT surveys are the most straightforward type of satisfaction survey. They normally ask respondents to rate their satisfaction with a product, service, or experience. The rating scale often ranges from very unsatisfied to very satisfied. CSAT surveys are often sent immediately following an interaction or transaction.Net promoter score (NPS) surveysNPS surveys measure the likelihood that a respondent would recommend a company’s product or service to others. It is a strong indicator of customer loyalty and is calculated based on responses to a single question.Example question: On a scale of 0–10, how likely are you to recommend our product or service to someone else?Customer effort score (CES) surveysCES surveys assess the ease of the user experience with a company. The focus is on how much effort was required from the user to achieve their goal, with the understanding that less effort leads to higher satisfaction. A low-effort experience is more likely to lead to repeat business and positive word-of-mouth than one that requires the customer to put in a lot of work.Example question: On a scale from Very Easy to Very Difficult, how easy was it to get your request handled?Product-market fit (PMF)A product-market fit survey is a type of customer satisfaction survey that focuses on understanding how well a product or service meets the needs and wants of its target market. The concept of product-market fit is important for startups and established businesses alike, as it indicates whether the product is likely to be successful in the market.When conducting a product-market fit survey, it’s important to have a clear goal, ask precise questions, and reach out to a representative sample of the target market. Analyzing the results can help companies make informed decisions about product development, marketing strategies, and customer experience improvements.Advantages of conducting customer satisfaction questionnairesConducting customer satisfaction surveys helps improve your customer service by identifying areas that need improvement.The following are other advantages you can unlock for your business by measuring customer satisfaction metrics.Improves customer communication and engagementUnderstanding the level of satisfaction of clients allows businesses to conduct proactive outreach initiatives to improve relations with them.Such an endeavor may seek to retain unsatisfied clients, cultivate connections with impartial clients, and add value to pleased clients.Detects issues earlyThe evaluation of how satisfied your clients are helps you identify possible issues and take appropriate actions. Your clients won’t find every issue they encounter to be worth contacting your support team or complaining in a review about.However, small issues, like a website that is hard to navigate, can turn some potential end users off your products. Survey answers can alert you to these issues.You can take steps to address them, such as training more customer service agents, improving the useability of your website, or hiring more staff to reduce wait times.Lets you give customers fast responsesAgents can understand the real-time customer experience when you monitor customer satisfaction score.Giving clients a space to air their grievances when they interact with your company prevents negative reviews in public spaces.Your support agents will be the first to see negative survey responses and can make instant apologies to unhappy clients. Your help desk software can alert agents to them.Therefore, this lets you stay on top of issues and public perception of your company.Provides marketing contentOpen-ended questions in your customer satisfaction surveys allow clients who love your products to gush about them.Certainly, it lets you know what features of your products and services are most valuable to the clients. These are features your company can promote.Moreover, your marketing team can use more detailed positive statements in promotional material or on your website.40+ customer satisfaction survey questionsCustomer satisfaction survey questions provide valuable insights into a business.If you never question your customers, you won’t get the information needed to make better decisions.However, customers rarely enjoy filling out customer service survey questions.It is your responsibility to employ the best practices for customer satisfaction surveys to ensure the questions have all the key characteristics, such as being:ClearBriefRelevantPreciseHere are some of the most asked and useful customer satisfaction survey questions for different use cases.Product usage and satisfactionCustomer loyaltyCustomer experienceProduct market-fit questionsOpen-ended questionsDemographic and psychographic questionsFollow-Up QuestionsGeneral questionsProduct usage and satisfactionTo understand customer satisfaction, knowing how other people view your product or service is essential. These customer satisfaction survey questions gauge consumers’ overall satisfaction using an ordinal scale.You can ask customer service survey questions to:Learn about clients’ experiences while using your brand. This will help you get clear, qualitative responses.Help you identify whether your product or service meets clients’ expectations.Define your product-market fit and determine brand development.Examples of product usage and satisfaction questions1. Was our product or service up to your standards?2. On a scale of 1 to 10, how satisfied are you with our brand quality?3. Please rate the quality of our services.4. Rate your satisfaction with our support team in your issue resolution.5. How pleased are you with the pace at which we provide our goods or services?6. How pleased are you with the speed at which we provide our goods or services?7. Are you delighted with how quickly we service you?Customer loyaltyThis is an NPS survey question that determines how likely it is for your customers to tell others about your company.It produces quantitative answers that enable you to assess your performance in relation to your competitors.Consequently, such customer survey questions help you forecast which of your customers are likely to continue doing business with you.Examples of recommendation questions:8. How likely are you to recommend our brand to others?9. What’s the probability of you recommending our product/service to a friend or co-worker?10. What’s the likelihood that you would recommend our brand to others?11. Based on this experience, would you recommend others to use our brands?Customer experienceThese types of questions determine how easy it is to use your customer service. According to Oracle, 90% of companies consider customer experience as their key focus.Customer experience-related questions help you determine how helpful your consumers find your self-service capabilities.Customers’ answers like—simple, neither simple nor challenging, or difficult—will inform you of where support processes or issue workflows can be streamlined.Examples of customer effort questions:12. How simple did you find it to address your issue?13. How effective were our self-service tools?14. Did you find it easy or difficult to resolve your concerns?15. How would you describe your experience with our brand?16. How easy was it to resolve your issue?Product market-fit questionsYou can use product-market-fit (PMF) questions to know the level to which your product satisfies a market need or resolves an issue.More directly, these customer satisfaction survey questions show you whether clients need your brand or not.Examples of PMF questions:17. If we stopped offering our product or service, how would you feel?18. How would you feel if we shut down our service?19. How would you feel if you couldn’t use our product anymore?20. Is our product or service a necessity for your business?Open-ended questionsWhen you need in-depth feedback from clients, open-ended inquiries are useful. Their recommendations can amend negative situations and help you win back dissatisfied clients.Both positive and negative feedback from former customers is a key tool to proactively match your brand roadmap with your consumers’ needs.Note that positive customer feedback may not help you grow as much as negative feedback can.Examples of open-ended questions:21. What stopped you from using or purchasing our brand?22. What’s the main problem you faced while using/interacting with our brand?23. What would you recommend us to improve or change in our product or service?24. What is the one thing you would change about our brand?25. Do you have any suggestions on how we can improve our brand? If yes, kindly mention it.26. How can we make your experience with our company better?27. Are you satisfied with the assistance provided by our support team?28. How was your experience talking to our customer support agent?Demographic and psychographic questionsIt’s key to follow up on your clients’ behavior and motivations. Create memorable interactions by considering psychographic data, such as individual beliefs and values, in relation to the type of product your company offers.You can gauge your client’s preferences, attitudes, and desires about your product, its role as a solution, and the market segmentation of the brand.This helps gauge client expectations and enables you to plan for future shifts in the product space or industry.Examples of psychographic questions:29. What is more important for you when purchasing a product or service: quality or price?30. What expectations do you have from brands you interact with?31. How many hours a week do you spend on social media sites?32. What is your age group?33. What is your name?34. What is your gender?35. Please rate the following on a scale of 1 to 10: quality, brand, cost-effectiveness, and reliability.Follow-Up QuestionsSending follow-up questions at the end of every customer interaction is a great customer follow-up strategy.These customer satisfaction survey questions require you to invest enough time with your clients to make sure they know that you care about them and their issues.Examples of follow-up questions:36. How was your experience talking to our customer support agent?37. Is there anything you dislike about our product or service?38. Do you have any concerns about your industry and how it relates to our product?39. How would you rate the call?40. Was the issue resolved to your satisfaction?41. How well have we responded to your questions or concerns regarding our products?42. How successful is our response to your worries about our products?43. Did we react to your queries or complaints about our products in a way that met your expectations?General questionsThese client feedback survey questions are genuinely global. No matter what the topics of your CSAT survey questions are, it is always beneficial to inquire if your respondents have any more comments.CSAT survey questions help you obtain extra insight into unexpected topics.Moreover, they can provide new perspectives that may not be found within your company.Best practices for creating the perfect customer satisfaction surveyBelow are the best practices to follow in creating a good CSAT survey to raise participation rates and record a wider range of experiences.Provide several survey mediumsSend surveys to customers via a variety of channels, including chat and email.Instead of using real-time surveys that are offered at the time that is most suitable for the company, focus more on delayed response channels such as email or text.This makes it more enjoyable for consumers to take part in the survey whenever is best for them. You have a better chance of getting more responses and earning their engagement if you respect their time.Reduce the number of questionsAt the end of a sale or service, most customers tend not to take a survey. They assume it will be long, and they want to get on with their day.Keep your survey brief—no more than three or four questions—so that they aren’t aggravated by the survey. Use a survey tool that enables you to ask a few questions randomly selected from a larger pool.By doing this, you may acquire a sufficient sample size for a range of queries without overwhelming each consumer with an in-depth survey.Always send survey questions at an ideal timeDo you know that the success of any survey is heavily dependent on its timeliness? No one likes it when notifications pop up while they are busy doing their daily activities.Therefore, it is critical to choose an ideal time to send your surveys. Precisely, the best time to send a survey is immediately after a customer purchases your product.Similarly, you can conduct a survey after resolving a customer issue by asking questions like, “How was our customer service?” In such cases, it will be easier for your customers to reply.Train agents to write CSAT surveysHaving a training program for creating CSAT surveys is more crucial than ever. Many organizations devote a tremendous amount of time, attention, and effort to their sales training but do not put the same amount of care into teaching agents how to write quality CSAT surveys.Identify key points that should be followed when creating a survey and make sure every agent understands them completely.For example, one of the first things to inquire about through a CSAT survey is whether the brand promises and your customers’ satisfaction line up.Knowing which questions to write and how to write them helps your company identify and work on imperfections.Pick the most appropriate survey metricsThere are many survey metrics you could gather. Each of these can aid your company in unique ways. Therefore, before choosing any metric to track, always identify the one that will provide the most insight into what you want to learn about your customers’ experiences.Similarly, you have to know which data can truly assist you in the development of your organization.Learn more customer experience metrics you should track in our blog.Provide a reward for participationAlthough rewards are not a strange idea, it is rare for them to be used in CSAT surveys. Therefore, you need to be particular when offering them completed surveys.For instance, you can use modest rewards like coupon codes for discounts on future purchases or offer an instant purchase discount.Unsurprisingly, discounts that can be applied to the purchase or service that the consumer is currently using are the most potent incentives.Moreover, it’s important to remember that customers will tolerate answering several questions more readily if the reward is bigger but be careful not to overdo it.The insights learned from the customer may not be worth the cost of the discount to the company.Carefully plan your survey processBefore you conduct any survey, the essential first step is to plan effectively for every process you expect to follow. For instance, you can plan for the survey to be verbal (through calls) or online (through email, dedicated forms, ticket responses, etc.), and even plan for the exact resources you need to run the survey.This helps you save time and resources since you’ll already have an image of what you want to do and how you will do it.Moreover, planning also gives you the advantage of assigning every agent their designated tasks, thus easing your management load.Thank your consumers for their suggestionsBy carrying out customer satisfaction surveys, you will inevitably take some course of action in response to the findings. Otherwise, why would you be doing them in the first place?Therefore, showing gratitude and letting customers know that you’ll put measures into action in accordance with their responses shows them that their feedback matters. This also promotes their continued engagement with your company.It also shows them that you are willing to put in extra effort to meet their needs and that their needs come first.Use images in your surveysImages can help explain concepts that are tough to explain in words. That’s why images used sparingly and effectively can be helpful in customer satisfaction surveys.The right images can prompt rapid understanding and boost response rates.In fact, something as simple as using face emojis in place of qualitative answers like “strongly dissatisfied” and “very satisfied” can be beneficial to use in your customer satisfaction surveys.Measure results post-customer satisfaction surveyBusinesses that focus on doing customer satisfaction surveys but fail to measure customer outcomes beyond the survey end up with an incomplete picture of their customer’s experiences and satisfaction.It is, therefore, critical to have a final phase in which survey results are analyzed in the context of customers’ continued business with your company or lack thereof.This helps you gauge your past performance and prepare for the future.Tips to enhance your client’s satisfactionBelow are some tips you can use to boost your client’s satisfaction:Get feedback from customers on a regular basisThe best way to know if your services or products satisfy your customers is to ask for their feedback often, after short periods. There are several methods to use to get feedback from clients:Customer satisfaction (CSAT) surveys get reviews from clients once support tickets are closed. The most common survey questions ask the clients to rate and review the products or services offered or talk about their customer service experience.Carry out customer effort score (CES) research after customers contact the support team.Employ the use of net promoter scores (NPS) to measure the statistical data in feedback.This feedback lets company leaders know the areas they need to improve on in their brands and customer service.Take action on the negative feedbackFeedback from customers can be negative based on their experiences. Agents must analyze the reviews that the clients give, try to understand them, and then fix them as fast as possible.Core issues with a product should be forwarded to product teams, common solutions added to website help sections, and clients reassured that their issues are being handled.Reply to all feedbackDifferent clients share different feedback based on their experiences. Whether the review is positive or negative, strive to respond to them.Customers value responses from the company on their feedback. They feel appreciated if you interact with them on a personal level. If the feedback is negative, this is essential.It’s best to apologize for any problems caused and assure the client that the issue will be investigated and resolved. On the other hand, for positive feedback, you can thank the customers for taking the time to give feedback.Replies to all feedback builds the relationship of a company with its customers. It also leaves the customers more satisfied.Share feedback with all relevant teamsOther teams need to be informed of feedback from customers that is relevant to their work.For instance, if the feedback is about the debugging process, the software testing and debugging teams need to know about it.This will help the whole company stay current on issues and what each client prefers. It will also help support teams provide fast and more accurate solutions straight from their in-house experts when needed.Cross-team cooperation on issues ensures the customer service and products offered are top-notch.Listen to and understand your customersIt is important to know your clients. The support team should know what the clients prefer, their goals, and their common demographics.Such information helps agents build rapport with clients and thus builds their relationships.Understanding clients makes them feel valued. This, in turn, builds their loyalty and trust in your brands.Offer fast response and resolutionThe time it takes for agents to respond to and resolve an issue will show how satisfied a client feels. Customers who receive fast responses to their inquiries or whose issues get resolved fast have a good experience.If an issue will take long to resolve, keep your clients updated so they know they’re not forgotten. This shows the clients that they are valued.Train your support team to be efficientSupport agents should know the products or services that the company offers in detail. Agents with the right skills and experience will be able to handle and respond to issues fast.They will also be more accurate with less need to escalate issues. Product and customer service training are vital for an efficient customer support team.Provide self-service optionsYou can empower your customers and support team by having self-service options. When you provide self-help tools on your website, like knowledge bases, clients can find solutions to issues without live help.Agents, on the other hand, can access relevant information in internal systems that help them resolve issues with ease.Knowledge bases in your help desk can offer articles, how-to videos, FAQs, and other documents. When clients are able to solve issues on their own, it saves your team time and effort and makes the customers happy, too.Personalize the experience of customersYou can personalize the experience of each client in many ways in order to improve client satisfaction.First, you can customize support responses by adding the names of clients. Second, you can recommend products, services, and solutions to fit the needs of each customer.When you customize their responses, it makes your agents seem more human and less robotic. Clients will also feel like they matter. This makes them feel satisfied with the support they got.Choose the right help desk for your customer serviceTo conclude, ensure you have the right help desk software for your customer service. This means you should ensure that your help desk has all the right features to make customer service smooth. As a result, it will enhance client satisfaction.Consider help desks with automation, such as SLA automation, to avoid human errors likely to occur from manual ticket processing.Features such as knowledge base software reduce the effort and time used by agents and clients to resolve issues.Agents can focus on more urgent issues. As a result, nothing falls through the cracks, and issues are solved very efficiently. Such organized customer service will leave customers satisfied with their experience and thus boost customer retention and loyalty.Customer satisfaction survey templatesCustomer satisfaction survey templates provide a structured framework for gathering customer feedback, saving you significant time and effort. You can customize the questions according to your needs.The following example is a template that poses the standard question, “How satisfied are you with our customer service?”Templates give you the option to customize the rating scale to provide your customers with a variety of response choices.Customer satisfaction survey examplesLet’s examine some customer satisfaction survey examples from popular brands to give you some ideas of how best to implement your own customer feedback surveys.SubWaySubway sells customized, made-to-order sandwiches through an enormous network of franchised outlets worldwide.Subway’s customer satisfaction survey uses a combination of questions with 10-point Likert scale responses and follow-up questions that appear after the customer responds to an initial question.The follow-up questions have predefined responses that customers can select from a dropdown list.Delta AirlinesDelta Air Lines provides air travel services to passengers and cargo.Some of the factors that affect the satisfaction of Delta Air Lines customers are the conduct of flight attendants, the comfort of seats, in-flight entertainment, and meals.Delta Air Lines uses short yet detailed customer feedback questions for its passengers to assess the satisfaction of passengers with the services provided by flight attendants.NamecheapNamecheap provides affordable domain name registration, hosting, and other web services.After concluding a customer support session, Namecheap sends feedback questions to determine the customer’s satisfaction score and net promoter score.The survey also has a comments box where users can elaborate on the rating they provided.AirbnbAirbnb allows users to book overnight stays in locations all over the world.Airbnb hosts rely on customer feedback to build the reputation of their units and boost their credibility.In the Airbnb customer satisfaction survey, a series of questions with predefined answers lets the customer narrow down the feedback they want to provide. After that, the customer is given a text box where they can expound on their feelings.NetflixNetflix is a streaming service that offers a wide variety of TV shows, movies, and more.Netflix studies customer behavior to recommend personalized entertainment content. It periodically collects customer feedback including ratings, likes, and dislikes, to improve its offerings.In this customer satisfaction survey, Netflix uses a few brief questions with responses based on a Likert scale. Each question is succinct to collect precise feedback on very specific categories of Netflix’s products.Encourage feedback collection with the most popular customer survey questionsIt is important for any business to create customer satisfaction questionnaires to obtain feedback from both pleased and irate consumers, which can guide you to offering a better product.With this in mind, we built customizable, user-friendly customer satisfaction survey features into LIKE.TG that enable you to gather detailed feedback with ease to improve your offerings.Contact us to schedule a live demo to experience LIKE.TG’s feedback capabilities. Or, try out our free trial with instant access.Related articlesCustomer Service with Customer satisfaction – How CSAT can Help?Best ways to collect customer feedback surveys and how to use themBenefits of using LIKE.TG CSAT surveysCommon customer satisfaction survey mistakes to avoid

Modern day customers anticipate instant replies whenever they contact a company, placing pressure on businesses to provide immediate solutions and cultivate positive customer interactions.Live chat is an excellent avenue for providing customer support. It’s fast, convenient, and can help support teams meet the expectations of approximately 90% of customers who value instant responses.However, delivering high-quality, consistent customer experiences via live chat requires more than just real-time availability; it necessitates having the right tools and training as well.Having a set of well-prepared live chat scripts is a good way to empower agents to handle a wide range of scenarios with confidence and efficiency.In this blog, we will discuss the crucial role live chat scripts play in promoting positive customer interactions and provide you with live chat templates to assist you in getting started. What are live chat scripts?Live chat scripts are pre-written messages that customer service agents use to start conversations or respond quickly to customer requests through a live chat platform.They can be thought of as ready-to-use templates that help agents maintain a consistent professional tone when interacting with customers.Live chat templates can be customized to fit a variety of common situations, such as:Greeting customersHandling frequently asked questionsTroubleshooting common issuesGuiding customers through processes like placing an orderClosing conversationsPractical live chat script examples and templatesLive chat scripts are a highly effective way of equipping your customer support team to provide quick resolutions for customer complaints.We’ve listed the most common live chat templates that can be modified to suit different customer service settings.Greeting a customerWelcome messages are a great way to create a good brand perception. It is important for any opening message to be friendly and welcoming to set the tone for the rest of the conversation.Here are a few ways to do that.Greeting a new customer1. “Hi, [customer name]! I’m here to help if you need anything.”2. “Hello. [Agent name] here! How can I help you today?”3. “Hello, [customer name]! Thank you for contacting [company name]. How can I help?”4. “Thank you, [customer name] for choosing to chat with us. How can I help you today?”5. “Hi! Thank you for reaching out to [company name] today! If you have any questions about our [products/services], I’m happy to answer them.”Greeting a returning customer6. “Hi [customer name]! It’s nice to see you again. How can I assist you today?”7. “Welcome back, [customer name]! Please let me know if you need anything else.”8. “Thank you, [customer name], for visiting us again. What brings you in today?”Resuming a conversation9. “Welcome back, [customer name]! Did you want to pick up from where you left off?”10. “Hi, [customer name]. Thank you for returning to our chat. It appears it was interrupted earlier. Do you wish to pick up where we left off?”Requesting additional informationOn occasion, you might need a customer to provide more information to help you resolve their issue.This may include details about the product or service they acquired, delivery and billing information, or even credit card details.Here are some live chat examples you can use.Asking for general information11. “For us to help you better, we’ll need to collect some additional info. Kindly provide us with the [required details]”12. “Happy to help with this! Do you mind us verifying some of your information first?”13. “I’ll need some more information to verify your request.”Asking for credit card and billing information14. “To process your order, please provide us with your credit card number, expiration date, and security code.”15. “Thank you for your interest in our [product/service]. I require your credit card number and billing address to process your order. Could you please share them with me?”16. “Sure thing! Just to confirm, could you please share the last four digits of your credit card and the expiration date?”Requesting address or location information17. “Could you please verify your current residential address?”18. “To assist me in tracking your order, please verify your location.”19. “Would you mind sharing your billing address?”Sending proactive messagesProactive customer service demonstrates your dedication to delivering excellent service by anticipating and addressing potential customer concerns before they occur.Proactively use live chat scripts to invite customers to chat, particularly on pages where they are likely to encounter difficulties or require additional information.Here are a few live chat examples you can use.20. “Hi! I’m [agent name]. I’m checking in just to make sure you found what you were looking for today. Is there anything I can do to assist?”21. “Hey [customer name]! We appreciate you using [service name]. We’re happy to help you with any questions you might have.”22. “Hello. I noticed you’ve been here for a while. Would you like me to take you through our pricing plans?”23. “Hey there! Just to let you know, if you have trouble finding anything you need, I’m here to help.”24. “Hello [customer name]! If you are buying our [product or service], you can use the coupon code to get a discount of 20%. This offer is going to expire in two days. Would you mind chatting for more details?”Transferring customer service requests87% of customers experience frustration when they have to repeat their concerns multiple times.When transferring customers to a better-suited agent or department or when guiding customers to the correct department, communicate clearly.Assure that their issue will be addressed efficiently without the need for repetition.You can use the following live chat templates to assure customers that their concerns will be resolved soon.25. “Your question is better suited for [department name]. I’ll forward your request so you are instantly assisted. Do you mind waiting a moment?”26. “I can check the general details for you, but for a detailed explanation, our [mention suitable department] will be able to assist you further. Would you like me to transfer you to them?”27. “Thank you for waiting, [customer name]. It seems you need further assistance. Let me quickly transfer you to the right team.”28. “Based on the information you’ve provided, I believe [agent name] will be able to resolve your issue fully. Is it okay with you if I transfer you to [agent name]?”29. “I’m sorry I can’t process your request. However, [agent’s name] specializes in this type of situation and would be glad to assist you. Would you mind if I transfer you to [agent’s name]?”Apologizing and showing empathy to customersThere are times when your product or service may not meet customer expectations.You’ll need to use the right message and tone to calm down angry customers, express regret for any inconvenience caused, and affirm your commitment to fixing the situation.Here are some live chat scripts you can use:30. “We’ve run into some technical issues. We’re extremely sorry this affects you. Our technical team is working to resolve the issues. The service will be back within [time frame].”31. “Thank you for sharing the idea. Unfortunately, the request happens to go beyond the scope of what we can do. May I suggest an alternative solution?”32. “I truly understand how you feel, and I’m sorry about [customer’s issue]. Let me take care of this for you ASAP.”33. “We’re sorry. We can’t help you out with that as your request is beyond the scope of our support possibilities.”34. “I’m so sorry for the [issue], but I have good news. Here’s how we can fix this problem: [solution].”Thanking the customer for waitingCustomers dislike being put on hold when they are seeking support. It is important to help them feel at ease and express gratitude for their patience as you work toward resolving their issue.Utilizing the following live chat templates can assist you in accomplishing this.35. “Sorry for the delay. I am currently looking into your issue, and I will update you as soon as possible. Thank you for your patience.”36. “Hi [customer name], thank you for reaching out. I will need a couple of minutes to examine your request and gather the necessary information. Thank you for your patience; I’ll be with you shortly.”37. “Hello, [customer name]. Thanks for being patient while I was looking into your request. Your understanding means a lot to us, and I’m now here to assist you further. How may I continue to help you today?”38. “Good day, [customer name]. I need to check your account details to address this matter accurately. I will need to place you on hold briefly while I review your account information. Thank you very much for your patience; I will be back with you as quickly as I can.”39. “Hi, [customer name]. I realize this [issue] is frustrating. I’m going to put you on hold briefly while I explore the best options to assist you. Thank you for your patience and for allowing us the opportunity to make things right.”Closing the chat conversationIt is important to end the conversation on a positive note to guarantee a lasting positive customer perception.Thank customers for reaching out. Encourage them to contact you again if they encounter any further issues.You can use this opportunity to offer a customer feedback survey or provide links to your knowledge base.Here are a few examples you can adopt:40. “Thank you [customer name] for chatting with us today. I hope your issue has been fully resolved. In case you have further questions, please don’t hesitate to reach out to us again. Have a great day!”41. “There’ll be a brief feedback survey after I close the chat. I’d really appreciate you taking the time to fill it out.”42. “We’re always happy to help! Kindly take a second to fill out our feedback survey. Enjoy the rest of your day!”43. “Thank you for chatting with us today. If you encounter any other issues, don’t hesitate to contact us again. You can also try our self-help resources at [insert link]. Have a good day!”Benefits of using live chat scriptsIncorporating scripted responses into live chat support can yield numerous benefits for both service representatives and customers.Immediate responses: Pre-written responses allow agents to respond quickly to common questions, even during busy periods. This reduces customer wait times and improves satisfaction.Consistent customer experiences: Live chat scripts ensure that customer support agents are delivering the same message and using the right tone. This creates a more professional and consistent customer experience for your brand.Improved customer conversion rates: Live chat scripts can be used to continually provide customers seeking goods or services with timely support and information that can guide them through the purchasing process.Increased customer support efficiency: Pre-written answers can help complete routine tasks, such as collecting customer information or sending standard responses. This frees up agents to handle more complex issues.Reduced stress on customer support agents: By providing accurate, ready answers, live chat scripts help agents feel more confident and prepared when interacting with customers. This reduces the likelihood of mistakes.Boost customer engagement with top live chat scriptsTyping the same statements over and over can become tedious, especially for customer service agents who engage with many customers daily.By putting these tips and templates into practice, you’ll be well on your way to providing exceptional live chat experiences that build trust, resolve issues efficiently, and leave your customers feeling valued and understood.LIKE.TG is the best customer engagement tool for delivering personalized communication based on any situation. It will soon introduce its live chat feature with advanced functionalities—the perfect solution for enhancing customer interaction.Stay tuned to experience these exciting new features coming your way! Schedule a live demo with us to discover other ways LIKE.TG can enrich your customer engagement strategy or sign up for a free trial to get instant access today.Is there a live chat script example we missed? Share your favorite live chat example in the comments section.Recommended readsLive Chat Support: Transforming Customer Engagement11 Best Live Chat Software for Businesses (2024)How to Effectively Utilize Microsoft Teams for Customer Service

Every organization’s success depends on the language used in customer service interactions, as each customer interaction represents the brand.Consistency in customer service can be achieved using exceptional customer service phrases.A survey by Khoros shows that 43% of consumers are more inclined to purchase a brand following a positive customer service experience.Even in the most straightforward support conversations, precise words and appropriate delivery methods can distinguish between a decent and outstanding customer experience.With the right customer service phrases, you can improve your interactions with customers, whether you’re a manager onboarding new staff, an experienced customer support representative, or a small business owner balancing several tasks.This blog covers customer service phrases to avoid using and ones that help you deliver a superior customer service experience. What are customer service phrases?Customer service phrases refer to verbal or written expressions used regularly by support agents to interact with customers.These phrases create rapport and ensure customer satisfaction by conveying a commitment to providing quality service and resolving any issues.These interactions might be over the phone, online, or in person.Excellent customer service phrasesHere are some excellent customer service phrases to use in your everyday interactions with customers:GreetingsIn customer service, it is expected to use a cordial and polite greeting to express warm hospitality and eagerness to provide support.This friendly customer service phrase can make customers feel welcome and inclined to discuss their issues.Inquiring about someone’s well-being provides a human touch and helps customers feel appreciated.A friendly greeting, even when customers are experiencing issues, establishes a positive tone for the conversation and fosters open communication.Some of the common customer service phrases you can use to greet clients include:1. “How are you doing today?”2. “Welcome! How may I assist you today?”3. “Good [morning/afternoon/evening]! What brings you in today?”4. “Nice to meet you. How can I help you?”5. “Thank you for calling [company]. This is [name]. How can I help you?”Pro tips for greeting phrases Stay positive: Regardless of the circumstances, maintain a positive attitude in your greeting. This can influence the customer’s mood and expression.Practice active listening: Once you’ve greeted the customer, pay attention to their response. Active listening helps you understand their needs better.Acknowledging the issueAcknowledge your customer’s frustration and be willing to work together to find a solution. This lets customers know that your team understands their situation.It also reassures them that their concerns are taken seriously and that your agents are committed to helping resolve any issues.The following are some example customer service phrases to acknowledge the issue:6. “I understand this must be [adjective]. Let’s work together to resolve it.”7. “Thanks for bringing this to our attention.”8. “I’m sorry you’re experiencing this issue. Let me help you with that.”Pro tips to acknowledge customer issuesPrompt response: Acknowledge the issue as soon as possible. Quick acknowledgments show attentiveness and care.Be specific: Acknowledge the particular problem or concern raised by the customer. This demonstrates that you’re listening and understand their issue.Don’t dismiss: Avoid dismissing any customer issue.Offering a solutionThe correct words can be your greatest ally while trying to solve a problem. They can ease stress, offer direction, and open the door to a resolution.Letting your customers know that you are eager to help them right away can set a positive tone for the call and make them feel confident that you will work to provide a satisfactory resolution.You can achieve this by telling customers that they have come to the right place, you are trustworthy, and you are ready to assist them in any way possible.Once you have resolved their issue, end the conversation with memorable customer service phrases like:9. “I’m here to assist you. What specifically can I do to help?”10. “I’m happy to help if you need additional support.”11. “Please reach out again.”12. “Here’s what I can do to help you resolve this issue.”13. “Excellent question. I’ll find out for you.”14. “Here is what we can do.”15. “I’ll keep you updated every step of the way.”16. “Your issues have been resolved. Can we assist you with anything else?”When used consistently, these customer service phrases can leave a lasting impression and encourage customers to return.Pro tips to use when offering a solutionCustomize solutions: Tailor solutions to the specific needs and circumstances of the customer. Avoid generic responses.Present options: Offer multiple solutions if possible. Giving choices empowers the customer and shows flexibility.Actively listen: Pay attention to customers’ needs and offer support accordingly, whether communicating through live chat, email, or phone.Asking a customer to wait or to be put on holdWhen needing to review an account or inquire about another resource, employees should use courteous customer services phrases to get permission before putting a customer on hold. Asking for their permission shows that you appreciate them.You can use the following customer service phrases:17. “Is it OK if I put you on hold briefly to confirm [information]?”18. “Great question! Please hold for a minute. I will find the answer for you.”19. “Thank you for holding. I now have the solution.”Pro tips for putting customers on holdSeek permission: Always ask for a customer’s permission before putting them on hold.Specify duration: You can provide the estimated time the customer must wait. For example, “Kindly give me one minute to confirm.”Power words for customer servicePower words such as are powerful and positive responses that show complete agreement and optimism to the customer.They inspire confidence in the customer and convey a sense of trustworthiness.These versatile customer service phrases affirm or show agreement with the customer, assuring you will take care of the issue and deliver a satisfactory resolution.Some of these power words/phrases include:20. “Absolutely”21. “Definitely”22. “Will”23. “I appreciate that.”24. “Surely”25. “Must”Pro tips for power words to usePersonalization words: Include words that personalize the interactions.Reassurance words: Incorporate words that reassure customers and build trust.Respectful language: Use respectful words and customer service phrases that show consideration and professionalism.Apologizing and showing empathyIt’s crucial to use language demonstrating that you are sorry for any inconvenience, costs, or mistakes you have made.Expressing concern is a solid approach that shows empathy. Sincere empathy is the key to delivering excellent customer service.Examples of customer service phrases you can use to apologize or empathize with customers include:26. “I’m sorry this happened. I appreciate your patience as we sort this out.”27. “Our apologies for letting you go through this.”28. “Is there a specific situation you’re dealing with?”Pro tips to show empathy Sincerity matters: A genuine apology is crucial. Express regret and take responsibility without making excuses or shifting blame.Use empathetic language: Acknowledge the situation’s impact on the person.Gathering and confirming informationChoosing the right word to fill a gap in your message can significantly affect the tone of your response, especially when dealing with an unhappy customer.This avoids misunderstandings and ensures both parties are on the same page before further discussion or actions to address the problem.Some of the best customer service phrases to keep things upbeat while gathering information include:29. “Let me find a solution for you. Please provide me with the following details.”30. “I understand how [adjective] that must be.”31. “Just to confirm, you’re saying [repeat the issue]. Is that correct?”32. “Let me make sure I understand the situation correctly. Please correct me if I’m wrong.”33. “I completely understand your situation.”34. “I would like to understand more about [issue].”35. “Kindly confirm if I have gotten this right.”36. “Would you please tell me more about that?Even when clients make strange requests, remain positive and demonstrate the value of their ideas by using expressions that convey you understand their viewpoint and may consider their suggestions later.Pro tips for collecting information Avoid assumptions: Refrain from assuming details. Always confirm information, especially when It’s critical to the situation.Summarize: Periodically provide a summary of the discussion to ensure alignment. This keeps everyone on the same page throughout the conversation.Active listening: Focus on what the other person is saying. Listen attentively without interrupting to get all the information needed.Be curious: Show genuine interest in the information being shared. Curiosity prompts more comprehensive and detailed responses.Expressing gratitudeSupport agents use various customer service phrases to acknowledge and express gratitude for feedback, emphasizing their role in facilitating improvements.This reassures the customer that their input is vital and is being considered for positive changes.You can also show gratitude when someone is waiting for a resolution by acknowledging their patience while reassuring them that their concern is being addressed.Some of the customer service phrases to use to express gratitude include:37. “Thank you for bringing this to our attention. Your feedback helps us improve.”38. “I appreciate your patience while we work on this matter.”39. “We appreciate you bringing this to our attention.”40. “Thank you for being our esteemed client.”Pro tips for expressing gratitude Use their name: Personalize your gratitude by addressing the person by name.Be timely: Express gratitude promptly. Don’t wait too long; timely acknowledgment makes it more meaningful.Follow up: Send a thank you message a few days later. It reinforces your appreciation and shows you haven’t forgotten their kindness.Closing the interactionAn agent can end an interaction with a customer in several ways. They can thank customers for their time, inquire if the customer requires further assistance, provide an open invitation for the customer to reach out again, or give the customer the exact time or date to expect a follow-up.This way, customers will feel heard and valued, and they will be more likely to return. Remember, people’s experiences with your brand become more valuable when they know you’re always happy to help.Support agents can choose any of the following customer service phrases to end a call:41. “Is there anything else I can assist you with today?”42. “Thank you for choosing us. Have a great day!”43. “You can expect an update from us by [date/time].”44. “If you’re ready, I will connect you to the [manager or specialist].”45. “Please let us know if there is anything else we can help with.”Pro tips to close the interactionYou will convey reliability and confidence by keeping your word and interacting with your client promptly.Customer service phrases to avoidA conversation can swiftly change after one or two hurtful words. Here are some customer service phrases to avoid.1. “That’s impossible.”There are situations in which a customer’s request cannot be fulfilled; it’s crucial to handle these situations with caution.Telling clients that something is impossible sends the wrong message: You are not eager to assist them.It’s a useless response. You must assist a customer in resolving any misunderstandings they have. Instead, say, “I sincerely apologize for this and wish we could find a solution for you.”2. “I can’t help you with that.”Understandably, there may be issues that a specific agent or your company cannot resolve. However, negatively stating it outright can bring the conversation to a standstill.It is inappropriate to dismiss their worries and tell them you cannot help. If there is no way to remedy the issue, your support team can still offer advice.Although sending a customer to a rival company is dangerous, it establishes your credibility as a knowledgeable and helpful resource.3. “Your call is important to us.”This phrase, often regarded as an automated message, is generated as an initial greeting when the customer waits.Although following up with customers is important, the sentiment loses meaning if callers feel their concerns aren’t adequately addressed.4. “I don’t know.”Saying “I don’t know” to a customer conveys a lack of interest in finding a solution and can result in a negative experience.As a brand representative, being the most qualified person is essential to assist the customer and maintain your credibility.Customers may not have time to wait for a solution, so it’s best to avoid saying, “I don’t know.” It’s better to find a solution quickly.Use other customer service phrases like, “Excellent question! I’ll find the solution for you as soon as possible” to show you will help.5. “Our apologies for any inconvenience this may cause.”This customer service phrase is commonly used to express regret when a situation might cause inconvenience to someone.The expression attempts to downplay the issue and offer an apology all at once.But be precise and direct rather than relying on a cliched, false phrase.Express your genuine regret and the steps you’re taking to address the situation.6. “Give me one second to look into that …”This phrase shows disregard for customer consent. Ask for a customer’s permission before making them wait for a response or resolution.Support teams should always have a plan for tackling an issue, and they should know how much time they need.7. “Unfortunately, I can’t do that for you.”Refusing to help consumers directly is not a wise strategy. Your clients will immediately cease doing business with you.According to a survey from Zippia,78% of customers bail out of a purchase due to a bad customer service experience.Customers depart when their discontent increases. Instead, focus on your limitations and consider solutions to lessen the impact.8. “I’m sorry you feel that way.”Customers can always tell when someone apologizes but isn’t sincere. A poor apology can potentially inflict more harm than no apology since an apology aims to mend a relationship.It’s crucial to pair it with genuine empathy and a willingness to address the underlying issue or concern. Otherwise, it might be perceived as dismissive or insincere.You can demonstrate your understanding of the customer’s problem by offering a solution.9. “Can I help you with anything else today?”Employees should use specific phrases while providing customer service but must use them at the right time.For instance, using the customer service phrase “Is there anything else I can help you with?” might seem like a clever idea, but if it’s used too early in the conversation, customers might feel like their issues are being hurried.To provide successful customer service, gauge the customer’s mood and respond appropriately to their needs.10. “I’m sorry. I didn’t recognize that request.”Understanding customers’ problems and emotions is essential to resolving their concerns. Don’t feel bad about not understanding. Active listening is the key to success.Rather than reacting hastily, make it your mission to fully comprehend what the other person is saying.Instead, invest your time understanding and properly addressing the customer’s concerns.11. “Thank you for the feedback.”Avoiding the customer service phrase “Thank you for the feedback” while still acknowledging and appreciating customer input requires a bit of creativity and response variation.Consider using insight instead of feedback to give your support encounters a more genuine, upbeat tone.12. “That’s not my job.”This customer service phrase gives your consumers the impression that they are being shuffled around from person to person and that you are unwilling to assist them with their inquiry.They won’t be content with either choice.Help the consumer even if the question is not within your area of expertise. Either seek the solution they need or put them in touch with a knowledgeable person.Alternatively, consider asking, “How can I help?” This exudes eagerness and a readiness to assist while giving the customer a sense of importance.13. “Don’t tell anyone I told you this.”This is an improper approach to win a customer’s trust. It’s a harmful practice. Discussing trade secrets will have damaging effects.You will appear unprofessional, dishonor your company, and harm your firm’s reputation.14. “You misheard me.”This statement implies that the consumer is at fault, even if they did misunderstand what you said.It’s important to refrain from blaming the customer directly for any miscommunication or issue.Remember that the customer isn’t as knowledgeable about the product or service as you are, which can make communication about the situation difficult for them.Say, “I apologize! Can I clarify it for you?” to rectify this.Use excellent customer service phrases to improve your interactionsWorking with customers can be demanding, particularly if you lack the resources and authorization necessary to assist them in finding a solution as soon as possible. Fortunately, you have the power to decide how to react.As you decide which customer service phrases to begin and end with, remember that delivering exceptional customer service requires precise words and appropriate delivery methods.Using the listed phrases, you can improve customer interactions and deliver superior customer service.Please schedule a live demo to see how LIKE.TG creates a key component for outstanding customer service. Also, free to start a free trial to explore its many features.If you have any questions about the product or its capabilities, please contact the LIKE.TG support team.We’d love to hear what you resonated with after reading this blog. Feel free to share your insights, questions, ideas or experiences on customer service phrases, in the comment section below — Your thoughts count!Related articles50+ Customer Service Email Templates and Best Practices9 Great Alternatives to “Happy to Help”Customer Thank You Notes: Examples and Tips

Compliance refers to maintaining industry standards and regulations in a company's operations. It is one of the most crucial factors to avoid future penalties and negative public relations. A compliance management framework helps managers and businesses minimize risks and plan for future uncertainties that ensure adherence to regulatory guidelines and legal criteria. A global payroll system like Multiplier is an integral part of the compliance management system that can be a success for your business. With this system, you can manage all your employees and payrolls from one system, minimizing uncertainties and increasing your business productivity. Integrating such a framework can help a business to achieve exponential growth. Knowing the features of an excellent Global Payroll and Compliance Management System can help a company make an informed decision. Five undeniable benefits of global payroll and compliance management system that you need to know: Avoid Legal Risks and Cut Future Costs A compliance management system will help your corporation avoid regulatory liabilities. It can save millions of dollars in terms of legal fees and penalties. You can avoid these costs only if your company follows proper compliance suggested by the government for your industry. On the other hand, global payroll management can bring all your data in one place, making it easy for you to spot these irregularities before getting penalized for them. It also protects a company from losing consumer trust by minimizing accounting frauds as all the data is collected, managed, and analyzed in one place or platform. Especially for a multinational corporation, it has to deal with rules and regulations being imposed in several countries. Automated compliance management systems are a must-have for such organizations. With an awful lot of data scattered across various nations, it can be troublesome to spot a compliance irregularity. If a company fails to ensure these compliances, it might face severe charges. Automated payroll and compliance management systems can minimize these risks allowing a company to focus its resources on globalizing its business. It also helps in cutting down future uncertainties so that you can plan a business approach without worrying about compliances and payrolls getting in their way. Write a Great Story A company following proper compliance and government policies can quickly gain consumers' trust, compared to brands penalized for not doing so. Integration of compliance management systems with global payroll can boost consumer trust and brand recognition, resulting in positive public relations. You can use this opportunity to promote your business processes by proving its industry standards and global presence. Moreover, with a centralized payroll team and compliance management, a company can facilitate employees' easy access to their financial data like e-Payslips. It helps to ease up the long-term process of applying for such data manually. International payroll integration helps to transfer information to your payroll experts without a need to enter it again and again. Since such errors are much less likely to occur when data from your finance and accounting systems is routed directly into your payroll system. When the payroll professionals don't have to spend too much time looking for and correcting errors, they'll be more efficient. A compliance management solution like Multiplier also lets the company show its contribution by implementing guidelines set by governing bodies, primarily for a consumer's good. This helps form good public relations and acts as a magnet to attract the best of talent. Many companies are in accordance with the local and federal labor codes that are employee-focused and can help recruit new talent. Eliminate Costs Before They Arise A good compliance management system with global payroll integration ensures that your company is future-ready. It lets you detect risks before they surface and resolve any such issues with ample time and resources. Compliance and global payroll do not necessarily have to be expensive. For instance, an organization that deploys an employee self-service portal for online payslips and income tax documents in 25 different countries can reduce the cost of domains and build a good UI/UX experience. They can do so by developing one global platform to perform all accounting and risk management tasks with a single platform. Ensuring compliance manually is a repetitive process and requires a lot of routine tasks. This leaves a gap for human errors. Using an automated compliance management system eliminates these errors and the costs that can arise because of them. You can easily save money if you have the proper structure in place. It automates enforcement reporting, reduces the need for extra human resources, and monitors regulatory developments in real-time. Furthermore, with the right technology, you can eliminate the risk of human error and oversight, resulting in fines and punishments in the future. These features integrated with the company’s global payroll management helps in minimizing the risks of fraud. Increased Accuracy and Security with Automation Accuracy is one of the most significant factors when it comes to local payroll and compliances. There are various elements involved that can result in errors while calculating a payroll. These elements can be changes in tax rates, amendments in previous laws, or the addition of new laws in local, state, and federal regulations. All these elements make a company’s payroll and compliance management prone to human errors resulting in sizable consequences. Through automation and a centralized management system, a company can ensure accuracy while managing compliance and payrolls. This eliminates future costs that can arise as a result of such errors. Automation increases accuracy while saving the company’s resources and time which would normally be allocated to repetitive menial tasks involved in this process. A compliance management system ensures disparate systems that members of the company receive only the information for which they have been authenticated by granting limited and restricted access to employees. Information is communicated correctly, which removes errors and promotes a well-connected work environment. It's instrumental in companies with a large multi-departmental structure. This helps in enhancing data security, using an integrated system, following and maintaining proper payroll processes to pay employees and use cloud-based payroll data. A Centralized Payroll and Risk Management System Introducing new automation tools into the payroll data and compliance management processes globally is not an easy task. A central global payroll approach that brings payroll and compliance management in one software can be extensive. In such cases, hiring an agency to do all your technical work for your business while you focus on other core aspects of running your business can bring your organization significant growth opportunities. This frees you from worrying about future legal hassles and a global HR helps in the overall management of your business. With automated payroll and risk management, you can manage all the financial and legal data from one centralized system giving you clear sight to plan your future actions. Final Tip A compliance management system makes it much easier for a company to ensure obedience to market, regulatory requirements and render local compliance. It also helps to reduce risks associated with non-compliance and improve brand loyalty in their goods and services. Modernizing compliance and regulation control procedures, automating compliance workflows, and offering data-driven visibility can direct a company towards exponential growth. It helps a company by minimizing liquidity risks and reducing other financial and security threats prevalent in the industry. In the modern volatile banking environment, such a software framework can be employed for an organization's risk-free operations. However, it would help if you were more cautious while choosing the right partner. About Author: This article is written by a marketing team member at LIKE.TG. LIKE.TG is a leading provider of proven HR solutions, including recruiting, onboarding, employee communications & engagement, and rewards & recognition. Our user-friendly software increases employee productivity, delivers time and cost savings, and minimizes compliance risk.

You can promote optimal daily operations with an effective internal communication strategy. Most companies have best practices for communicating with customers and partners. Companies even create policies for communicating with new employees. However, it’s important to maintain the same level of planning when communicating with existing staff members. It’s also essential to provide tools that help employees communicating with each other. Effective internal communication is not nice to do—it’s a must. It improves employee engagement. Effective communication also helps to align employee ideals with company goals. Revamping internal communications is a considerable undertaking. However, it’s more than worth the effort for the positive results. For five best practices for your internal communication strategy, keep reading. 1. Understand the Current Internal Communication Strategy Some organizations already have established internal communications policies. In this case, your existing systems are a good place to start with revamping your practices. You’ll need to begin by rethinking your internal communication processes. For this best-practice, you’ll need to conduct a detailed introspection. However, some organizations do not have an official internal corporate communications policy. In this instance, you can move on to identifying unique metrics. These metrics will quantify internal communication success for your organization—more on that in a moment. If you have existing policies in place, you’ll need to examine your current strategies. For example, you’d need to assess the strengths and weaknesses of your internal communications policy. You’d also need to figure out who’s involved with the planning of internal communications. More importantly, you’ll need to figure out how to improve your existing processes. 2. Identify Key Metrics Most likely, your organization uses key performance indicators (KPIs) for processes such as sales. You might also use them to measure customer service. However, you can also use KPIs to analyze your internal communication strategy. To begin, you’ll need to choose core metrics. These metrics will show you what parts of your strategies work—and what doesn’t. For example, your company might measure success based on how many employees use your intranet. This metric will also provide insight into how employees use company tools. It will also help you to determine if you’re reaching employees. You may also measure employee social media shares. Alternatively, you might keep track of how many employees read internal content. Metrics allow you to dissect your corporate communications strategies. They help you to learn what areas need more attention. 3. Choose Tangible Goals It’s important to establish realistic goals for your organization. Reasonable goals can help you to assess obstacles. They can help you figure out the challenges of deploying a new strategy. Realistic goals can also help you to work more efficiently toward updating your policies. Your internal communications metrics can help in this regard. These benchmarks can help you to figure out where you can make immediate improvements. As for your goals, you may want to know what improved internal communication can do for your firm. You may also want to know how quickly you can achieve new goals. 4. Identify the Stakeholders When publishing internal communications, it’s vital to know your audience. Marketers, for example, learn intimate details about their ideal consumer. In the same way, it’s important to understand your employees. By doing so, you can figure out what messages you need to communicate to select staff members. Many organizations mistakenly think that all employees need to receive all messages. They believe that this policy promotes transparency. Employees need to have current information about your firm. However, it’s better to segment your internal corporate communications. By segmenting internal messages, you can ensure that important messages don’t get lost in a sea of information. You can also prevent employees from suffering from information overload. Shirley GarciaAuditing and Operations Administrator of Medlinks Cost Containment, Inc. and Medlinks Staffing, LLC. “I can’t say this enough: Without LIKE.TG, we could not have communicated important project information or demonstrated that we could take on an increased workload. We now provide real-time workforce statistics and productivity reports that have helped us win more projects.” 5. Pinpoint Internal Communication Tools It’s essential to identify the channels that you use to publish content. It’s also important to consider the internal tools that you use to share company information. Some messages are better suited for certain channels. For example, you might publish a positive company announcement on an open platform such as Twitter. You might post job openings on LinkedIn. Meanwhile, you might limit propriety information to the company newsletter. It’s also helpful to consider your communications tools. For instance, team tools such as LIKE.TG Workmates help you share important information with staff members. It also allows enterprises to stay focused on employee engagement and company culture. Finalize Your Internal Communication Plan It’s also important to formalize the approval process for communication in the workplace. By doing so, you can avoid needless errors. For example, you can ensure that you don’t accidentally promote closed comments from internal forums. Alternatively, you can make sure that you don’t send the wrong information to the wrong staff member segment. To develop an approval process, you need to figure out who’s in charge of your internal communication strategy. Typically, this is the person or group that writes messages to the team. However, you’ll also want to consider the best stakeholders who can contribute to the approval process. You might also consider hiring an employee engagement manager. However, most companies usually put their marketing department in charge of this task. Marketing professionals are generally the most skilled at creating content. For this reason, members of the marketing department are typically the most qualified for the role. They’re also well-qualified to convey the desired company voice, brand, and image. More than likely, your marketing team is also well-versed in navigating your existing content library. For this reason, it’s easy for them to locate relevant content. Marketing professionals are also skilled at pointing staff members to industry-specific resources. What’s more, they can ensure that the information is timely and relevant. For marketers, this kind of ability comes naturally. To learn more about Workmates features, download our ebook now. Download now Promote Success With Improved Internal Communication Now you know more about the best practices for your internal communication strategy. An effective communication strategy will ensure that employees feel as though their opinions have a voice. In turn, your staff members will feel more engaged. Effective internal communications will make employees feel educated, informed, and inspired. More importantly, however, it promotes optimal performance. LIKE.TG’s Workmates platform is a powerful internal communication tool that can promote employee engagement. Contact LIKE.TG today to schedule a free consultation or request a demo. About Author: This article is written by a marketing team member at LIKE.TG. LIKE.TG is a leading provider of proven HR solutions, including recruiting, onboarding, employee communications & engagement, and rewards & recognition. Our user-friendly software increases employee productivity, delivers time and cost savings, and minimizes compliance risk.

Escalation management is of great benefit to any customer service. No matter how efficient the escalation handling process a company uses to offer its products or services, a customer can still face issues.For this reason, if the agents find it hard to resolve the issues or take more time than expected to resolve them, then they can get an escalation.In this article, I will take you through the best escalation management tips to consider for your customer support to be stellar. In addition, you will briefly learn the definition and types of escalations as well as the common causes of escalations. What is an escalation management?Escalation management is the process in which customers’ issues are moved or reassigned to a different agent, preferably of better expertise and experience, for faster and accurate resolution.In an escalation management process, if a ticket is not resolved within the set target time, an automated notification is sent to the support lead. The support lead will proceed to escalate it by:Asking the assigned agent to resolve the issue faster.Reassigning the issue to a different agent with more expertise.Ticket escalation process helps boost client satisfaction and improve the agent productivity.Read on Escalation Management Process.Types of the escalation management processThere are two types of the escalation management process: functional and hierarchical.Functional escalation management processFunctional escalation management is when the request of a customer fall above the ability of an agent.For instance, when a ticket needs data and the support agent does not have permission to access it, the ticket will be escalated to a team or person who has proper permissions. This is a functional escalation.Hierarchical escalation management processThe hierarchical escalation handling process occurs when the issue of a customer requires an agent of a higher rank to step in.Certainly, this escalation is vital when an agent cannot solve a customer issue. This may be due to the plans of a company or other limitations.Due to this, a manager may need to make exceptions or supply more resources to resolve the issue.Causes of escalationHere are the most common reasons that lead to issuing escalations.Violation of the SLAAn SLA (Service Level Agreement) outlines the rules agents have to follow to solve the issues of a customer. Additionally, it includes all the situations that need escalation management.For instance, the ticket escalation process can happen if an issue of a customer is not resolved within the SLA time frame.To learn more about why you need an SLA for customer service, read this blog.Failure to communicate wellThis is where a customer and an agent fail to get each other well. This can easily trigger a help desk software escalation.By communicating, you can get to know the issue of the customer. Moreover, you can get more information to resolve the issue fast.Lack of skillWhen your agents cannot manage a customer’s query, the only option is to escalate. Additionally, when an agent fails to handle the issue of a customer well, the escalation process for customer service might be necessary.Ticket escalation to a higher agent will assure the customer that their issue is taken care of.Excess ticketsThe goal of your agents is to resolve tickets in a fast and proper way. If agents have many tickets to handle at once from many customers, they can be worn out.Due to this, agents may need to escalate tickets to reduce the burden.The best escalation management tipsWhen creating an escalation management process for your company, consider the following best ways.1. Create an SLA and train support representatives in its useThe first step to do when escalation handling is to create an SLA. Secondly, you need to train your agents on its contents.They will use its rules to decide when to start the escalation management process. The SLA helps your team to make plans when issues occur.2. Set up an escalation management process for every SLA violationEach time an SLA violation occurs, your help desk should trigger escalation management based on how you set it up.The following are examples of the ticket escalation process:A manager stays in touch with the customer after an escalation is triggered.The manager assigns an expert agent to handle a customer’s inquiry as a higher issue.A manager reviews a ticket and assigns it to another agent with better abilities if the assigned agent cannot resolve it.Furthermore, not all escalations triggered are equal in terms of priority.Therefore, you should develop a system that organizes new tickets by:PriorityTypeTime3. Do an analysis of escalated issuesIn the rush to correct an escalated issue, an agent may feel they don’t have time to do an analysis.Therefore, without a good look at what caused the issue, they can mishandle the case. This disappoints your customers.It is key that your escalation management process includes time for your agents to look into the causes of problems and how they can be avoided in the future.Implement a system to track escalated issues. This will help identify trends and patterns in customer complaints, allowing you to address systemic issues and improve overall customer satisfaction.Additionally, tracking escalations can help you measure the effectiveness of your escalation process and make improvements when needed.4. Train your agents on how to communicateIt is not enough for your support agents to know the ins and outs of your product.For escalation handling purposes, you must train your agents to consider and be polite, and not to upset customers.Your agents also need to know how to channel their anger away from the customers’ eyes and ears. Teach your agents these skills to increase their ability to prevent escalations.5. Be transparentAccording to a report by Salesforce, 74% of clients state that honest and transparent communication has become more crucial now than prior to the pandemic.When a customer submits an inquiry, you need to keep them in the loop on the status of their issue. This helps you improve customer satisfaction.Often updates reduces mistrust, hence limiting the escalation process for customer service. If possible:Tell your customers how you are resolving their issues.Communicate wellEnsure your clients know when their issues have been resolved.6. Develop a clear escalation policyEstablish a well-defined escalation policy that outlines the steps to follow when dealing with different kinds of customer service issues that need to be escalated.This policy should include:Guidelines on how to identify an issue that needs escalation.The various levels of escalation.The roles and responsibilities of each team member involved in the process.7. Set up an escalation hierarchyDefine the escalation hierarchy, including:The different levels of escalation.The individuals responsible for handling issues at each level.This hierarchy should ensure that issues are escalated to the appropriate person who has the authority and expertise to resolve the issue.8. Continuously improve the escalation processRegularly assess the effectiveness of your customer service escalation process and make adjustments as needed.This will help ensure that your team is well-equipped to handle escalated issues and deliver a high level of customer satisfaction.The importance of escalation management in customer serviceEscalation in customer service is essential in situations where a customer’s issue cannot be resolved by a first-contact customer support agent. Escalation management is important for several reasons.Proper issue resolutionSome issues may be too complex for an agent or require a higher level of authority to resolve. Sometimes, agents lack the necessary knowledge or resources.In these cases, the issue is escalated. Escalation with a proper procedure ensures that the issue is handled by someone with the appropriate expertise and authority to resolve it.Customer satisfactionEscalating a customer’s issue to a higher level of support ensures that the customer’s concern is addressed promptly and effectively.According to research, 80% of customers believe that the experience provided by a company is as significant as its products and services.Efficient issue resolution can lead to increased customer satisfaction and loyalty.Reputation managementOn a related note, effectively handling escalated issues can:Help maintain and improve a company’s reputation.Prevent negative word-of-mouth or online reviews.Customers are more likely to share their negative experiences with others, so addressing issues promptly and effectively through proper escalation channels can help mitigate potential damage to the company’s image.Legal and compliance issuesIn some cases, escalated issues may involve legal or compliance concerns.Properly addressing and resolving these issues can help prevent potential legal problems or penalties on a larger scale.They can be escalated straight to people in the legal department who can not only provide solution but fix underlying policy issues.Learning and employee developmentIncluding a method of tracking escalated issues in your escalation management process can help identify areas where employees may need:Additional trainingSupportBetter resourcesImproved processesThis can lead to improved performance and efficient customer service.Regaining trustCustomers often get annoyed when they have problems with a product or service. When managed effectively, though, escalation offers the opportunity to alter the customer’s perception of your brand.By including proper communication in your management process, they can see that your team is doing the best they can to help them. You can regain any lost trust stemming from the problem they encountered.A report by Salesforce indicates that, in times of change, 88% of customers think that trust becomes increasingly significant.By regaining that trust, you not only reestablish the customer’s faith in your brand, but also potentially provide them with a fresh perception of your company.Role of LIKE.TG in preventing escalationThrough an effective customer escalation management process and customer satisfaction, LIKE.TG helps you save time with clients.Some of the main benefits of adopting LIKE.TG for escalation management in your business include the following:a. Enhances your client support by using event trigger automationLIKE.TG has features such as event trigger automation which help you to keep your agents active.This feature allows you to configure your escalation management process and carry out an action when specific conditions of a ticket or email are met.Your agents may respond to the queries of your customers with ease. When you respond to queries at once, your response becomes a benefit to your clients, your business, and prevents escalation.b. Enhanced time management with time triggerLIKE.TG has features such as time triggers, which enable you to set up automated rules. This feature helps perform repeated actions based on selected gauge every hour.With it, you can gain the loyalty of your clients and trust fast. As a result, your business is able to grow with minimal escalation management processes.c. Aid in the analysis of how agents performLIKE.TG gives you the ability to track and gauge the number of ticket responses and resolutions that fare in your SLA.As a result, you can track the progress of the ticket to prevent escalation.It also provides you with an SLA dashboard that provides visual data of the achieved tickets versus the violated tickets over time.The dashboard measures the efficiency of your team to match consumer expectations thus guiding you on where to improve.d. Improved prioritization with help desk softwareWith LIKE.TG, you can distribute preferences using a help desk software. The help desk will manage new tickets and related issues.For example, if a ticket impacts more than one support worker, LIKE.TG will allow your agents to work together on the ticket.ConclusionEscalation management organizes your help desk and increases customer satisfaction.To have an advanced help desk with better escalation handling, consider using LIKE.TG by Syncfusion. You can give it a try with the 15-day free trial package.For more information, contact LIKE.TG support. To explore how LIKE.TG can be tailored to meet your business needs, please contact us to set up a live demo.Related blogsCustomer retention strategiesHow to apologize to customersCustomer follow-up strategiesBest practices to handle customer complaintsCustomer support operations

Candidate sourcing proves that the best talents for your company could be just around the corner. A study carried out by Entelo revealed that 73% of talent acquisition professionals found highly qualified candidates through sourcing efforts, as compared to other sources, like inbound applicants, reports HR Daily Advisor. So, it’s no surprise that 87% of these talent acquisition professionals have active outbound sourcing efforts to find the most qualified talents for their company. Similarly, if you want to acquire good candidates for your workplace, then you need to follow these sourcing techniques: 1. Establish a strong brand as an employer Before conducting a search, you need to establish your brand as an employer. Having a good reputation can accelerate your sourcing process and even reduce your hiring costs by 32%, according to Gartner. Moreover, a strong employer brand can go a long way since about 94% of job seekers are looking for companies that have a good reputation within the industry. So, if you want to improve your chances of sourcing top talent, you can start by boosting your employer brand on social media networks like Facebook or LinkedIn. Share your brand’s story and accomplishments on official accounts to show potential applicants what you can offer. 2. Tap into the workforce’s network One of the quickest ways to build your talent pipeline is to tap into employee and/or employer networks. This is an efficient strategy since the workforce already has a grasp of what you’re looking for in an applicant and what you can offer as a company. Such a method is especially effective now that many professionals regularly engage in remote networking, according to LHH’s post on 5 tips for remote working. Thus, you can ask people in the workforce to write up a list of potential candidates that would fit in your company. Afterward, you can contact these candidates through e-mail or even through professional networking platforms like LinkedIn. Through this strategy, you can easily find trusted and qualified talents for any company role. 3. Look through the recruitment database You can also source potential candidates by looking into your company’s existing recruitment database. Companies should maintain a database of candidates who have applied in the past. Since their information is already available to the company, you can re-evaluate their resume and examine if they're a fit for the current job positions you can offer. These candidates are more likely to engage with your company since they have already expressed their interest in working with your business in the past. And when the time comes that you need to hire new talent, you can easily reach out to these individuals in your talent pipeline. 4. Utilize online and offline sourcing methods Aside from leveraging your company networks and the recruitment database, you can also source strong candidates by utilizing both online and offline sourcing strategies. CNBC states that around 55% of recruiters are sourcing potential hires through phone calls while others are using AI job outreach programs. AI-driven solutions speed up the sourcing processes by scanning candidate resumes and conducting interviews. Meanwhile, offline sourcing methods, like career events and conferences, foster trust and increase engagement among potential candidates. As such, you need to use online and offline strategies to source the best candidates for your company. 5. Send an engaging outreach message Once you’ve found promising candidates for your company, you need to engage them properly by sending a compelling outreach message. Whether you’re contacting these professionals through a social media network or phone call, you need to create a candidate-focused message. This is so they will be more likely to engage with your company. For instance, our article on ‘8 Employee Engagement Statistics You Need to Know in 2021’ stated that 33% of employees jump ship because they want to find new challenges. Consequently, you need to emphasize your company’s learning and career opportunities so that candidates will be interested in your offer.Candidate sourcing increases your chances of finding qualified people for your team. To attract the best talent, you must establish your brand, tap into your workforce's network, look into your recruitment database, utilize online/offline methods, and engage potential applicants. By making use of these techniques, you're sure to build an impressive talent pipeline that you can tap into should the company require new hires. Wrapping Up Contrary to popular belief, onboarding employees doesn’t end after the applicants are hired and upskilled for their tasks. In many cases, effective onboarding may include a cluster of processes, such as re-skilling and cross-skilling. This is to make them more suitable for the job, regardless of whether it’s remote work or an on-site job. And even if you have remote employee options, you can also onboard remotely with the help of modern tech tools. Just make sure the process is in line with employee recognition and engagement through incentivization and similar programs, which are crucial in employee retention. Suppose you’re tasked to simplify the onboarding process for forklift employees in Toronto, you could use the tips and insights you’ve gained from this article. Although you may only select the ones appropriate to your needs and situations. About Author: This article is written by our marketing team at LIKE.TG. LIKE.TG is a leading provider of HR solutions, including recruiting, onboarding, employee engagement, and intranet software. Our aim is to help your company improve employee engagement, employee productivity, and to save you valuable time!

Katie Schmidt, senior manager of AI/machine learning user experience research, contributed to this blog.Years of user experience (UX) research and customer feedback have shown that building trust is integral to success with AI. With generative AI (GenAI), trust is more important than ever.At LIKE.TG, we know that when using GenAI capabilities, moments of potential trust touch all personas—from admins setting it up to developers using CodeAssist to agents using it to eliminate manual repetitive tasks and requesters seeking fast solutions to problems.For example, agents use the Now Platform to help them solve tickets for requesters. There’s a tremendous opportunity to use GenAI capabilities to help agents work more productively and reduce mundane, repetitive tasks (that often lead to high turnover).No one likes to feel like their purpose at work is to deal with frustrated, angry people or to copy and paste from a knowledge base article into a chat because a customer couldn’t find what they were looking for. GenAI has the potential to help agents focus on more meaningful work.One way we’re making that reality is through expanded use cases for GenAI across all workflows. Using GenAI, our new case summarization solution automatically recaps IT, HR, and customer case information to help accelerate resolution times, minimize manual processes, and boost agent productivity.Keeping humans front and centerDespite its many benefits, GenAI presents heightened concerns about security, regulations, data access and privacy, and cost, as well as overreliance on it in lieu of critical human oversight.That’s why it’s imperative that we design and develop products using human-centered and responsible AI guidelines. Prioritizing human experience will produce the desired GenAI impact for organizations’ employees and customers.AI should augment and enhance how people work—but not fully automate their tasks or replace them. Based on UX research we’ve conducted with GenAI, we’ve come up with five key considerations to guide a human approach. These all tie into the broader goal of helping people build trust and feel in control.1. ExplainabilityAssume people are uncertain about AI. Manage expectations, explain concepts and terms, and use experiences that are familiar to people where possible. People need to be able to understand and interpret predictions made by AI, particularly in the context of their work, where they’re accountable for the output. AI shouldn’t be “magic.”2. TransparencyOverall, workers are very receptive to trying out AI at work but want to know when AI is the source. Clearly identify when AI is present. Users need to understand what AI did and why, and when necessary, users should be able to figure out how it works (e.g., data sources).3. Ability to provide feedbackHumans recognize that AI isn’t perfect, but it’s important to be clear on its limits. This allows people to stay in control, provide feedback, and review the outputs from GenAI for accuracy. Let people mute, emphasize, or redirect AI and its predictions. Make it easy to stop AI or to undo its actions quickly and with minimal to no harm.4. Onboarding and building confidenceYour AI strategy should include onboarding, as change management is needed. Some onboarding and confidence building may be designed into the product, but the business offering the new UX must set expectations and take steps to help people adapt to it. Businesses should focus on quick wins to see early value.5. Varied user acceptanceIn our journey with AI at LIKE.TG, we’ve seen the change in people's comfort, acceptance, and reliance on it over time as they build trust and confidence in it. More people in various roles and industries can try to potentially benefit from GenAI, but they must see the value in it early on.Recognize that people will approach the use of AI with different mindsets, characteristics, beliefs, and levels of willingness to use it, particularly in work versus in their personal lives.At LIKE.TG, we always put people first. GenAI is no exception. We’re committed to learning and growing with our customers and providing human-centered AI best practices that prioritize building trust as we navigate this future.As LIKE.TG CEO Bill McDermott says, “Trust is the ultimate human currency. It’s earned in drops and lost in buckets.” We make sure our AI products continue to help build that trust, one drop at a time.Find out more about LIKE.TG generative AI. And sign up to participate in our AI user research.

One of the most cost-effective ways to improve the performance of your organization is simply to start recognizing –– and rewarding –– the great work of your employees. According to Quantum Workforce, when employees believe their efforts will be recognized, they are 2.7X more likely to feel highly engaged at work. That’s important because a meta-analysis from Gallup reveals that high employee engagement leads to: 41% lower absenteeism 17% higher productivity 24% less employee turnover in high-turnover organizations 59% less turnover in low-turnover organizations Whatever industry you’re in, rewarding your employees makes sense from a business perspective. But what should that look like? Get inspired with these five creative employee reward ideas. Creative Employee Reward Ideas to Boost Company Morale: 1. Offer Top-Performing Employees a Gift Obviously, people love gifts, so what better way to reward the amazing work of your employees or celebrate work anniversaries than buying them a present? However, not all presents are likely to yield the desired results, with more than eight in ten employees admitting they have received a corporate gift they didn’t want. It seems there are some definite no-nos when it comes to buying employee gifts. For instance, branded company swag –– T-shirts, pens, mouse mats, and the like –– might seem like an obvious gift, but it turns out almost three-quarters of workers prefer to receive gifts that don’t feature their company logo. What’s more, things like gift cards and coupons are a perennial favorite in the world of employee incentives. It’s easy to see why: they effectively shift the burden of choosing a gift from the leadership team to the individual team member. Yet in reality, they leave employees feeling cold, with three-quarters describing gift cards as less meaningful than “actual” gifts, and nearly nine-tenths admitting they ended up losing the gift card or forgetting it had a balance. Okay, so gift cards and company swag are out. But that doesn’t mean you need to delete gifts from your list of creative employee reward ideas. Instead, try the following: Buy them art: If you know the employee and their interior design preferences, buy them an art print to hang up at home. Give them some budget to redecorate their workspace: According to the University of Exeter's School of Psychology, giving employees control of their workspace layout makes them happier, healthier, and up to 32% more productive. Choose a gift that fits their routine: Personalization is an important element of effective employee gifting. If they love the gym, upgrade their membership or pay for some classes. Can’t live without coffee? Buy them a membership to a coffee club. Donate to a charity of their choice: We all have favored charities. Ask them to choose a good cause and make a donation in their name. 2. Applaud Their Performance In Words When it comes to creative employee reward ideas, you might assume that physical gifts are a far more effective incentive than mere words. Yet research suggests otherwise. As the previous section demonstrates, gifts can often have the opposite effect, leaving employees feeling like their efforts aren’t really appreciated. On the other hand, meaningful words that speak to their abilities and achievements can have a big impact. According to a survey of more than 100,000 employees published in the journal Strategic HR Review, verbal praise is the number one way that employees like to be shown appreciation in the workplace, cited by 47% of respondents. Importantly, “verbal praise” doesn’t have to mean speaking to the employee one-to-one. Per the study, it also includes: Written praise Recognition in front of fellow team members Speech in front of a large group Rather than a few words around the water cooler or in the canteen, try recognizing exceptional performance via a handwritten note –– something the employee can keep and look back on when they need a little extra motivation. You could even start a company newsletter that is sent to employees every week. This newsletter could include the names of employees that have exceeded expectations. This way you get to congratulate them in a way where everyone hears about it as well! Or, for maximum impact, consider applauding them in writing on social media. Don’t forget to tag them! For example, Attorney Brian White & Associates recognizes their top-performing employees on social media to make sure they know that they are appreciated. Social media is a great way to interact with your employees- past, present, and future. Companies are realizing this and it is about time that yours does too. 3. Give Them More Control of Their Work-Life Balance No matter what industry your business lies within- even if you absolutely love your job and can’t wait to get into the office every morning, it’s still important to switch off when you get home. So it’s worrying that 60% of Americans have an unhealthy work-life balance. This doesn't just affect employees; it can damage their organizations too. Research from Prudential discovered that 25% of Americans plan to look for a new job after the pandemic, with work-life balance named as one of their top priorities. In short, if your employees don’t get enough downtime, there’s a good chance they’ll leave, so it makes sense to incorporate work-life balance in your employee reward ideas. There are lots of ways to do this. An obvious solution is through flexible working. If they’re a trusted employee, give them greater control over their working hours. Maybe they’d prefer to start and leave earlier, take a shorter lunch break, or do half-days on Fridays and make up the hours throughout the week. If it makes them feel appreciated, improves their work-life balance, and doesn’t affect the quality of their work, there’s literally no downside. But it doesn’t stop there. Work-life balance doesn’t necessarily mean spending less time in the office; it also means making the most of your home life (and doing less of the things you don’t enjoy). To that end, you could add house-cleaning services to your list of employee incentives. Pay for a cleaning service for a month and they don’t have to worry about doing the dishes or hanging up their laundry during their downtime. Or you could simply give them a parking spot –– or upgrade their existing space –– so they can park closer to the office and cut time from their commute. That means more time to unwind in the morning, so they come in feeling fresher and happier. 4. Enrol Them In a Subscription Box Subscription boxes –– that is, a type of delivery service that brings exciting new products straight to our door every week, month, or quarter –– have been one of the retail success stories of the past decade. Their popularity started to wane somewhat, only for the sector to receive a timely shot in the arm from the pandemic. Since 2020, the number of consumers with retail subscriptions has increased by an astonishing 99%, with one in five consumers now having access to at least one subscription, according to research from PYMNTS. Given that people love subscription boxes, it makes sense to include them in your mix of employee incentives. But how to do it? Firstly, it’s about getting the right box. From makeup and snacks to bath products and wine, there’s a practically limitless choice in the subscription box market. Ideally, you’d let the reward recipient choose their favorite subscription box (up to a certain monthly value). Alternatively, you can try negotiating discounts with subscription box providers in multiple categories, then offer employees a choice from your short list of “preferred providers”. Another element to consider here is the duration of your reward. Typically, when you “gift” an employee, your reward is a one-off purchase. With subscription boxes, that might not be the case; you could be paying for months. Get around this challenge by offering a maximum value of the subscription. For instance, you might award them a subscription of up to $100; it’s up to them whether that pays for a full year of cheaper service, or three months of a more expensive one. You could also offer employees the ability to further their knowledge in their sector. This could mean investing in their education by paying for a course, a certification, or an educational retreat. This really shows employees that you care about their careers and are willing to invest in them. For example, if your SEO consultant is doing great work, show them you noticed by offering them a paid for SEO certification that could help them grow. 5. Organize a Night Out for Them & Their Work Friends Company cultures are built on the people we work with. If you employ a bunch of positive, generous, empathetic people with can-do attitudes, chances are your culture will have a distinctly feel-good edge. On the flip side, if your employees tend to be more “glass-half-empty”, it might not matter what employee reward ideas you come up with –– they still won’t feel satisfied and engaged. So it’s no surprise that our work relationships are one of the biggest factors in determining whether or not we’re happy at work, according to research from the Institute of Leadership & Management. Lean into this by rewarding entire teams rather than individual employees. Has your sales team landed a big contract? Your account managers secured a huge upsell? Or did your front-line delivery team hit a key deadline or receive amazing feedback from a client? Pay for them to go out for dinner, buy them theater tickets, or put some money behind the bar at the local happy hour. That way, you’re not just making them feel valued as individuals; you’re bringing the whole team closer together and improving your workplace culture in the process. It’s a double win. Bringing it All Together Ultimately, there’s no such thing as the “right way” to do employee incentives. Rather, the creative employee reward ideas that work best for you will depend on the type of people you employ and the practicalities of your workplace. If you work in a laboratory with strict hygiene controls, it’s probably impractical to let an employee redecorate. And if you’re in a busy city center, a parking space might set you back thousands of dollars. Your best bet is simply to ask your employees how they’d like to be rewarded. Whether that means showering them with gifts, paying for experiences, or simply offering more meaningful verbal feedback, listen to them and make it happen. Author Bio: This article is written by our marketing team at LIKE.TG. LIKE.TG is a leading provider of HR solutions, including recruiting, onboarding, employee engagement, and intranet software. Our aim is to help your company improve employee engagement, employee productivity, and to save you valuable time!

Not so long ago when a project I worked on had a successful outcome, it was easy for my manager to stop by my office or cubicle to offer a personal thank you or job well done. She might also recognize the results of my work in a team meeting; the kudos met with a smattering of applause and even “congrats, man” from around the room. Since March when our workforces became almost entirely remote, these kinds of opportunities for organic employee recognition are harder to come by. While we may all agree recognizing and rewarding employee accomplishments is still important, it can easily slip as we struggle to balance the demands of driving new business, managing a remote workforce, and maintaining work-life balance at a time when it has never been more difficult. With management approval, employees can redeem their earned kudos for rewards points for things like gift cards to pre-approved vendors, corporate gifts, or other items. Employees can even transfer kudos points for an even stronger connection and culture. Getting Creative with kudos Rewarding staff for going the extra mile is a great way to raise performance and motivation levels, especially today. As managers and HR leaders, you may need to regularly encourage peer-to-peer recognition as your workforce continues to adjust to being remote. That means coming up with some creative ways and opportunities for employees to recognize each other’s efforts, inspire their teammates, and think outside their home office. To help, we came up with five ways to use kudos to increase teamwork and recognize your employees for the great work they do every day. To learn even more about managing remote teams and keeping employees working at home highly engaged, download our ebook now. Download now #1: Highlight customer-to-peer recognition. While many of us are remote, so many employees are filling essential roles where engaging with customers, patients, and guests is especially vital. Every employee appreciates when a customer recognizes them to a manager for good service, but not every customer takes the time to do so. Why not enable your employees to recognize each other for delivering outstanding service? Adopt a type of “see-something, say-something” policy that encourages employees to recognize and reward each other for providing good service, diffusing difficult situations, and going the extra mile for a customer. To be specific, we’ve seen many examples where one team member will hear the customer say something great about another teammate. “Susan is so great. She was so accommodating when I was running late for my appointment and helped move the schedule around to fit me in.” Instead of letting such a compliment drop, many LIKE.TG customers are now using kudos to relay this message directly to the employee. #2: Points for a positive attitude. Seems like a simple expectation, but for many remote employees work and home are colliding in ways they never expected, which can make “coming to work” every day feel like a monumental challenge. As a manager, it is important to take the time to understand what your employees may be juggling at home: small children struggling with virtual learning, teenagers with too much time on their hands or elderly parents requiring care. Don’t overlook the challenges employees are facing at home; instead appreciate their efforts to find the right balance and encourage them to ask for help when it is needed. In this case, we’ve seen kudos given to employees managers knew were dealing with difficult challenges at home, acknowledging how much the team (and entire company) appreciated their contributions. #3: Share your quarantine hacks. We’re all in this together, and we’re all discovering new ways to cope with home office life and quarantine family raising. So why not have some fun with it? Encourage your employees to share their “hacks” for working from home and entertaining their families during quarantine days. It could be creating fun backgrounds for Zoom meetings, a quick and easy recipe to feed your family or movie suggestions for young kids. With work and life blurring together, why limit recognition to just work? We’re all seeking new ideas. Then, recognize the best contributor or anyone who submitted a good idea. Kudos even lets you create custom badges for a project like this. #4: Highlight those who improve life in the community. Employees going above and beyond for the business and the extra mile for their families. What about recognizing employees pitching in to help their communities during COVID-19? From delivering groceries and meals to elderly neighbors to fostering pets in need of care, so many people are finding ways to give back to their communities in their free time. Let them know you appreciate their efforts. You may also find recognizing them inspires their teammates in unexpected ways. #5: Encourage personal improvement. Some employees may be looking for inspiration to break up their quarantine life. Create opportunities by encouraging employees to seek personal or professional development, healthy lifestyle choices and career coaching. You may also consider how to convert these into team initiatives—weight loss or exercise competitions, or peer-to-peers training for example. Quarantine and work from home can make employees feel “stuck” but encouraging them to try new things together can be affirming for everyone. We hope you enjoy these five kudos tips for improving employee recognition and rewards. For other suggestions on using LIKE.TG’s Workmates solution to manage remote teams and enhance the overall employee experience, please download our eBook, “A Better Way to Communicate, Engage, and Recognize Remote Workers.” About Author: This article is written by a marketing team member at LIKE.TG. LIKE.TG is a leading provider of proven HR solutions, including recruiting, onboarding, employee communications & engagement, and rewards & recognition. Our user-friendly software increases employee productivity, delivers time and cost savings, and minimizes compliance risk.

In the healthcare industry, personalized employee experiences have become a vital part of creating a positive environment. Implementing the right tactics can help you build rapport with your team, which translates to happier workers and better patient care. It’s up to HR and management to make sure this idea comes to life in the field. Today, I'll show you actionable strategies that you can use to create personalized and engaging experiences for your workers. HR professionals and healthcare executives alike can use the following tips to create a tailor-made plan for their team. But first, let’s review some of the benefits of offering personalized options for your workers. Why Do Personalized Employee Experiences Matter in the Healthcare Industry? Healthcare employees need flexible options that allow them to make adjustments based on their specific preferences, needs, and pain points. Failing to take this step could result in a high churn rate as well as decreased patient and employee satisfaction. While this statement is generally true for most businesses, it’s even more important in the healthcare industry, where the work is delicate, and factors like compassion burnout frequently come into play. Here are several specific benefits that come with personalizing experiences for your team: Better patient care - Personalization for employees leads to better patient care, which is the whole point of healthcare. Your team can spend more time focusing on their patients when they’re not worried about other aspects of their job. Improved productivity - People are more likely to do their best work in an environment that encourages flexibility. Increase engagement - Studies show that when employers offer their employees personalized engagement options, they see 147% more engagement. Boost morale - Healthcare is a tough industry, and staying positive is not always easy. The ability to do things, like take time off after a rough stretch, will improve employee morale and overall satisfaction. Reduce churn - Your employees are far less likely to leave for another facility if you take steps to address their needs. Gather actionable feedback - When your team is happy and comfortable, they’re more likely to share their opinions with you, which encourages transparency and actionable feedback. 5 Strategies for Creating Personalized Employee Experiences Now, it’s time to explore 5 actionable ways you can build a personalized experience for each of your employees. Ask for Preferences The first thing you should do is to ask your employees to share their preferences. If you skip this step, you’ll have a tough time keeping employees engaged and happy. Think about it; how can you help meet peoples’ needs if you don’t know what they want? You should do two things to ensure this strategy works for you. First, I suggest sending new hires a brief survey so you can learn their preferences and consider special requests. For instance, you could allow workers to choose the days they would prefer to work each week. It’s also a good idea to occasionally (once or twice a year) reach out to existing employees and find out if there have been any changes to their needs or preferences. This strategy will help you monitor your team and continuously tweak each employee’s experience. You should also encourage employees to reach out to you if something needs to be addressed before the survey. Personalize Onboarding Onboarding is the process of getting new hires ready to take on their day-to-day responsibilities. In healthcare, onboarding can be complicated because of the various regulations, roles, and responsibilities. Due to the vast nature of the industry, onboarding can vary significantly between jobs. An X-ray technician, for instance, has a totally different onboarding procedure when compared to a phlebotomist. There’s also the fact that people are different. So, onboarding can even vary within the same role. The best thing you can do is sit down with new employees so you can assess their experience and skill gaps. Use this information to create a customized onboarding program that uses a mix of online courses, internal documents, partnering with other employees, and 1:1 meetings. Use what you learn to tweak your onboarding process that helps healthcare workers get comfortable in their role. Build a Culture of Respect When most people think of company culture, they imagine an About Us page on a website that breaks down things like core values. The thing is, culture is more about action. You can tell others you have a strong company culture, but if your actions don’t reflect your words, people will see right through it. A culture of respect and kindness is vital for long-term success and employee satisfaction. People want to feel like their supervisors hear their thoughts, concerns, and feelings. If people feel like they’re shouting into the wind, there’s a good chance they’ll look for another healthcare facility that listens to their needs. If you want your team to know you respect them, show them! For example, you could reward team members for working hard, listen to their concerns, and help them when they’re struggling. You should also make sure HR is always available to help your workers when there is a unique problem or situation. Taking steps to build a culture based on respect will result in receptive employees. Your team will turn to you when there’s a problem because you’ve shown in the past that you’re there for them. Consider Offering a Hybrid Work Arrangement Next, let’s talk about allowing employees to choose how they work. People have gotten comfortable working from home over the last few years. While some healthcare jobs cannot be done from home, some can. For example, if there’s a role with a lot of paperwork and other office-based work, consider offering these employees a hybrid work option. These tasks can be done from a home office, which might be preferable for team members with children or who simply prefer to work from the comfort of their homes. It’s safe to say that the desire for hybrid work arrangements isn’t going anywhere. According to Forbes, 98% of people want to work from home, at least part-time. I recommend assessing the roles in your company that could be done from home. Then, you’ll want to contact the people on these teams and ask if they’d like to adopt a hybrid work arrangement. Allowing people to choose where they work is an excellent personalization feature that you shouldn’t ignore. To make sure the remote-working part of your employees’ workload goes smoothly, you need to provide your team with the right know-how, and also the suitable technology such as task management software tools. Use Personalization Technology for Fast, Reliable Results Finally, you should invest in HR software that makes personalization fast and reliable. There are plenty of tools to choose from, like our HR mobile app that helps managers and HR specialists keep in contact with their employees. You can use this technology to keep track of employee segments, learn about individual needs, share company updates, and streamline overly complicated workflows. If you want to communicate a message to one team member, make sure you personalize the subject line of the message. Research shows that taking this step can improve engagement by 22%. Including a search function on your company portal is also a great idea so employees can quickly and easily find forms, documents, and other important information. Wrapping Up As you can see, there are plenty of ways HR can start personalizing employee experiences in the healthcare industry. The strategies outlined today will help you build rapport with your team and create an environment where patients receive top-notch care, and employees feel appreciated and respected. Try Workmates Interactive Demo Click trough it yourself withinteractive demo. Try It Now

Handling thousands of customer queries can be hard and time-consuming for the support team of a growing company. Using a help desk management tool helps a lot to manage customers’ queries.We should optimize the workflow of our ticketing management software to enhance the performance of our support teams. In this blog, I will take you through ways to improve your customer support ticketing system workflow routines to reduce customer service staff work. What is a ticketing system workflow?A ticketing system workflow is the process performed by support agents to resolve ticket issues.A proper workflow in ticketing management system will result in increased productivity and allow agents to work together smoother. Moreover, it helps in reducing staff workload and enhancing customer service.Need for a ticketing system workflowAn effective ticketing system workflow helps streamline the resolution process of customer issues, providing a structured framework for agents to handle and complete tasks efficiently.Such a workflow typically includes a series of well-defined actions that agents are required to follow, ensuring that no critical step is overlooked and that each ticket is addressed with consistent quality.By adhering to a carefully designed workflow, agents can:Prioritize issues based on urgency and complexity.Collaborate seamlessly with team members.Access the resources to resolve customer queries effectively.An efficient workflow within the ticketing system not only boosts productivity and improves teamwork but also significantly enhances the customer service experience.When customers receive timely, accurate, and consistent support, their satisfaction levels rise, which in turn can result in recommendations of the business.Benefits of optimizing ticketing system workflowAn enhanced ticketing system workflow will:Save time in organizing and assigning tickets.Reduce the ticket resolution time since tickets are assigned to a specific person, and there’s no chance they’ll be passed over.Improve customer opinion of the quality of service you provide.Boost the performance of your customer support.Ways to improve your ticketing system workflowLet’s look at some tips for improving your help desk’s workflow after you have it set up.1. Integrate service level agreements (SLAs)You should incorporate time tracking and service level agreements (SLAs) into the workflow of your customer service ticketing tool.With specific goals and service standards, an SLA encourages agents to maintain accountability.An SLA:Sets the turnaround time to fix customer issues.Describes the roles of agents.Proscribes the statuses of tickets.And provides greater visibility of standards.In all, SLAs provide a smoother workflow for the support team and aid in resolving customer issues on time.2. Implement automated ticket assignmentAllowing support agents to manually pick the tickets on which they want to work or putting that responsibility on managers reduces the stability of your workflow. Therefore, using automated ticket assignment can help a support team not to let issues slip between the cracks.Auto assignment rules route incoming tickets to a specific team or group in the organization based on a set of ticket properties like keywords. It then uses round-robin logic to distribute tickets evenly among the agents in the proper group.Also, automatically assigning tickets to agents saves managers or leads a lot of time. Besides, they can also manually assign tickets directly to agents if needed and add themselves or others to the watchers’ list to keep an eye on a ticket’s status.In an automated ticket assignment system, set event triggers perform actions on a ticket when it satisfies certain conditions. The system automatically:Creates a ticket.Assigns it to an agent.Triggers an acknowledgment email that is sent to the requester.Receiving acknowledgment satisfies the customers, and the auto-send saves the agent time.Benefits of automated ticket assignment to your workflow:Automatic ticket allocation provides multiple benefits for your ticketing system software.Since a ticketing tool keeps track of the availability of agents, it can avoid assigning tickets to an unavailable agent.It improves response time.It prevents agents from cherry-picking tickets.Emails for acknowledgment and feedback are automatically sent, reducing customers’ wait time and agents’ work.Refer to this article for more information about ticket automation.3. Frame a ticket escalation structureGenerally, customer service requires teamwork to resolve customer issues effectively. Sometimes, you need other agents to step in when assigned agents are unavailable or unable to handle a problem.For a well-balanced ticketing system workflow, you must have a solid ticket escalation management framework in place.Ticket escalations occur for two reasons: due to a lack of knowledge or skills or due to tickets requiring a manager’s attention or approval.While these escalations may be required sometimes, the goal is to handle as many tickets as possible without escalation.To make your escalation procedure better for tickets:Train your workforce to fill knowledge gaps and improve their skills.Review your escalated tickets regularly to find out what those knowledge gaps are.Encourage regular contact and knowledge sharing among the various tiers of your customer service personnel so that fewer tickets need to be escalated.4. Prepare and update your internal knowledge baseSometimes your support members may forget the solution to fix a customer issue or receive an issue for the first time. So, all your technical people being able to answer every issue from memory is impossible.A well-maintained knowledge base helps support team members quickly resolve customer queries. A study by Salesforce revealed that 66% of customer service teams and 82% of clients turn to knowledge bases to address their concerns and inquiries.By creating an internal knowledge base, your team will always have access to answers, resulting in an improved workflow process.Tips:Provide easy access for your agents to the knowledge base.Make it easy to search for and obtain relevant articles or guides.Get regular feedback from your agents on what to add to or change in the knowledge base.5. Organize your ticketing processTo achieve a streamlined workflow for the ticketing tool, you should organize it. Each member of the team should participate.Using the following customer support ticketing system workflow features will keep your support process running smoothly:Set ticket prioritiesTo resolve tickets based on priority, agents should set every ticket status to low, normal, high, or critical. This ensures the most important tasks receive prompt attention. If too many are assigned to one agent, they can be manually redistributed.Add labels and tagsYou can group similar tickets and separate the important ones using labels. When a group of similar requests reaches a certain volume, its priority rises. You can also use tags to categorize customers and mark high-priority tickets. In addition, you can use them in your SLA.Ticket linkingThe customer’s reply may have multiple queries to which various teams must respond. So, agents can split a ticket, creating a new ticket from the reply.This way, every aspect of a customer’s issue is fixed. Agents can select a relationship between tickets, like parent-child, etc., to keep them organized.Add attachments and notesIn a ticketing tool, you can attach files such as Excel sheets, Word documents, and images while responding to a ticket.In addition, you can include internal notes that only other agents will see. They can be reminders to other agents or some points to note on handling a specific issue. This way, all relevant information stays in one place.Use canned responsesCanned responses are prewritten pieces of text used to reply to questions regularly asked by customers. So, having canned responses to copy from can save your agents time.To learn more, read our blog on the importance of canned responses for customer service.Optimize your ticketing system workflow for better customer serviceIn summary, set realistic SLAs and automate manual operations to optimize the workflow of your ticketing tool. Besides, establish an internal knowledge base and use customer service help desk management software features to stay organized.Finally, streamline your help desk management software operations and ensure your employees have everything they need to provide the best customer service.Try using LIKE.TG, which provides all the benefits described in this blog for your customer support. Contact us to set up a live demo to learn how LIKE.TG functions can be optimized to suit your business needs. Sign up for a 15-day free trial today.