Support Team Experiencing Burnout? Glances Can Help.
Working in customer support is a hard job. Your frontline team interacts with customers and potential customers day in and day out. While working with customers directly can be incredibly rewarding, it can also lead to customer support burnout. We see this burnout reflected in poor employee engagement and in high turnover rates. Some studies indicate that customer-facing call centers have turnover rates of 30-45 percent and even higher levels of employee dissatisfaction.
Customer support teams are vital to a thriving business and happy and loyal customers will naturally come when you have happy and loyal customer support teams. Keeping your team engaged and excited about their role is no small feat.
If you spend a few minutes searching for how to reduce customer support burnout, you will likely come across multiple articles that encourage a positive work environment as well as allowing agents to work independently – and this comes from providing them with the resources and knowledge they need to resolve issues. Studies suggest that the key to reducing agent burnout is to empower your customer support teams with exactly what they need to be successful in their daily roles.
Glances works to resolve the issues surrounding employee burnout because it equips teams with the tools they need to break down boundaries between departments. Your team doesn’t need to work in an artificial silo created by multiple apps, data integration constraints, or per-user pricing obstacles. Here are three ways the Glances no-code integration platform empowers your customer support team:
1. Ensure they have the whole picture
One of the more stressful parts of working in customer support is the unknown. When a customer reaches out, agents don’t know what to expect and they know nothing about the potential issue they are about to be presented with. In some scenarios, it may not be enough to simply provide them access to the platforms where the information is held, they need data right in the moment they are interacting with the customer. By providing agents with all of the information they need upfront, such as customer purchases from Shopify, email interactions from Zendesk, chats from Intercom, or marketing emails from Constant Contact, you qualify them to ensure the customer is well taken care of in the most productive way. This reduces customer frustration and escalations.
2. Encourage feedback
Because support teams advocate for the customer, they have a hand in multiple departments, from sales and marketing to product development and research. As the first and last point of contact for customers, they are well-suited to providing insightful thoughts on product development and marketing. Pairing Glances with Zapier allows them to receive information and provide feedback without missing a beat.
3. Let them work autonomously
Good customer support agents seek out ways to naturally ease the burden of a customer when they encounter trouble. When given the resources to work independently, teams will take ownership to solve problems. Use Glances to allow customer support teams on the front line insight into all the apps your company uses. Teams will use this insight to confidently reduce the stress customers experience when they encounter issues. Additionally, they’ll have the context they need to better understand the full customer experience and collaborate with other teams.
Try Glances to get better support for the support work you do
Glances was built to improve business processes and empower teams with the right tools to take back control of their workday.
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