How do you influence a customer support team that's bad at CX
Getting complaints from customers about our support team. Reviewed a good chunk of tickets and now I've got second hand embarrassment.
No attempt to understand the problem, no warmth or empathy, no explaining or educating, closing without checking it's solved, and some very confident wrong answers. They've also got an AI agent on triage that's sending confusing first replies.
I was thinking about pulling a sample of tickets, annotate where each went wrong, and suggest how each could've been handled better then bring it to their manager. Probs doing their job for them but I don't think flagging customer concerns will do much.
Any CSMs here actually managed to shift a support team's performance? What worked?
u/DynastyIntro — 4 days ago