Customer service: 10 productivity insights for operations management

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Customer service
Customer service is the provision of service to customers before, during, and after a purchase. The perceived success of such interactions depends on employees “who can adjust to the personality of the consumer.”

Buchanan, Leigh
In this post-pandemic scenario , there is a lot of talk about productivity and technology to make everyday life easier. With remote teams returning to the “new normal,” concepts such as essentialism – a method for identifying what is vital and eliminating everything else – gain even more strength if we consider the high speed at which we consume digital information online.

In terms of definition, customer service can be called amazon database support in some companies and contexts. Customer support is a set of consumer services that exist to help them use a product or service correctly and economically, seeking efficiency and effectiveness.

So the question remains: how can we structure production operations and organize customer service teams to, as essentialism teaches, make the greatest possible contribution to what really matters?

How can the service manager actually help organize operations and keep teams productive and motivated , avoiding, for example, burnouts and distractions?

The answer is: the use of technology with a clear purpose in a true revolution in the organization of digital systems, especially when we look at cloud solutions. In relation to technology products, such as cell phones, televisions, computers, software products, or other electronic or mechanical goods, this is called technical support .

Have you heard about the New SAC Law and are you worried?

Access and find out what your customer service team needs to know about the new SAC law!

Customer service: production, time and cost
Imagine these three pillars in your customer support operation : production, time and cost . They are directly linked to each other and we need to analyze each of them in an almost unison context.

What if you could improve customer service and increase productivity without losing sight of the quality of interactions? What if, in addition to all this, you could also reduce customer support operating costs? No, this is not a pipe dream. It is, in fact, a very achievable goal.

The range of services available in customer service includes assistance with planning, installation, training, troubleshooting, maintenance, upgrades, and disposal of a product. These services may also be performed at the customer’s premises, where he/she uses the product or service. In this case, it is called “home service” or “home support.”

In this post, we bring you 10 super actionable insights to improve the productivity of customer service teams and the management of operations. And, modesty aside, we speak with the authority of someone who has unique experience in customer service:

We help over 3000 companies foster successful interactions with their customers
We learned from over 186,000 resolved tickets and 29,000 active users per month on Movidesk (Zenvia Service)
And in this mission to promote successful interactions between companies and their customers, we are happy that, throughout our journey, we have been able to translate our biggest drivers into practical actions: guided by data, passion for results, customer first, sense of ownership and together we are better.