What Is Employee Design Debt in Customer Support?
Employee design debt in customer support refers to the accumulation of problems or inefficiencies in the way that customer support is structured or carried out that can lead to increased difficulty or burden for employees. This can occur when processes, systems, or tools are not well-designed or are not kept up-to-date, leading to frustration and decreased productivity for employees.
Common Causes of Employee Design Debt
Some common causes of employee design debt in customer support include:
Lack of clear processes or guidelines for handling customer inquiries or complaints
Outdated or cumbersome tools or systems for managing customer interactions
Insufficient training or support for employees
Poor communication or coordination among team members
Lack of resources or support to handle customer needs effectively
These issues will lead to a ticket backlog. To address employee design debt in customer support, it may be necessary to review and update processes, invest in new or improved tools and systems, provide additional training and support for employees, and ensure that there is clear communication and coordination within the team. It can also be helpful to seek feedback from employees to understand their experiences and identify areas where improvements can be made.
What Can Modern Support Service Enterprises Do About Employee Design Debt?
There are several steps that enterprises can take to address employee design debt in customer support:
Identify the sources of employee design debt: It is important to understand the root causes of the problems that are leading to employee design debt. This may involve conducting surveys or interviews with employees to gather feedback and identify specific issues that need to be addressed.
Review and update processes and systems: Outdated or inefficient processes and systems can contribute to employee design debt. Enterprises should review their current processes and systems to identify areas that can be improved or streamlined.
Provide training and support for employees: Ensuring that employees have the necessary knowledge, skills, and resources to do their job effectively can help to reduce employee design debt. This may involve providing training or support for new tools and systems or offering ongoing support and guidance to help employees stay up-to-date with changing customer needs and expectations.
Invest in new or improved tools and systems: If the current tools and systems being used by customer support teams are not effective or efficient, it may be necessary to invest in new or improved technology like self-service tools. This could include investing in new customer relationship management (CRM) systems or implementing automation tools to help streamline processes.
Foster a culture of continuous improvement: Encouraging a culture of continuous improvement can help to prevent employee design debt from accumulating. This may involve encouraging employees to share ideas and suggestions for improving processes and systems and actively seeking feedback from employees to identify areas for improvement.
Tools That Will Help With Employee Design Debt
There are several items in any tool that can help enterprises address employee design debt in customer support:
The Central Repository of Customer Interactions: Digital systems can help to centralize customer data and provide a single, comprehensive view of customer interactions. This can make it easier for customer support teams to access the information they need and respond to customer inquiries more efficiently. AI systems like Ascendo take it further to standardize all forms of customer interactions into time series data to analyze and prioritize based on escalations, sentiment, urgency, and many other parameters. It enables support teams to not just become proactive but to help the entire Enterprise become customer-centric.
Collaboration and communication: Tools like chat and messaging platforms, video conferencing software, and project management software can help customer support teams stay connected and coordinated, reducing the risk of miscommunications and improving overall efficiency. Ascendo AI goes further to share who is the best person to contact for any particular type of issue.
Knowledge Intelligence: Knowledge management systems can help to provide customer support teams with quick access to the information and resources they need to resolve customer issues. This can include everything from product documentation and troubleshooting guides to customer service policies and procedures. Knowledge intelligence goes a step further to assess customer interactions using artificial intelligence and share where gaps in knowledge are for employee productivity, quality, or efficiency. We at Ascendo, can show you how we do all this and more!
Automation: Automation can help to streamline processes and reduce the burden on customer support teams by automating routine tasks or handling low-level inquiries. This can include bots or other automated response systems that can handle basic customer inquiries without the need for human intervention. Let intelligence from Ascendo spell out possible actions based on real-time data so your team can spend their time making and following through on decisions.
Training and support resources: Providing access to training and support resources can help customer support teams stay up-to-date with new products, processes, and tools, and be better equipped to handle customer inquiries. This could include online training courses, in-person workshops, or ongoing support and guidance from team leaders or subject matter experts.
Ascendo can help bring support intelligence, knowledge intelligence, and automation. Contact us to see a demo.