Advanced Customer Service Strategy: The Hybrid Model

The following is an exclusive guest contributed post from James Ramey, CEO of DeviceBits.

Today, technology has taken over the standards of living amongst consumers. The latest smartphone or other device is in constant use and when a problem is encountered, it is the goal of customer service to resolve it. The interaction and connection between a brand and its customers builds the reputation and image of the brand. The focal point is to create positive experiences between customer service agents and customers. Happy customers lead to loyal customers, and when the product line of a brand increases, the business can be assured that they will gain business from that long-term customer.

With the good there also is the challenge. Not every customer can be pleased and not every customer service agent is able to assist to their fullest potential. Which is why it is important for businesses to focus on having solutions within the customer care system. Because of the tech-savvy market consumers are a part of, there is a crucial dilemma the customer care system is facing today.

The Troublemaker

Call centers are faced with high volumes of calls per day, particularly given today’s ultra-focused emphasis on tech-centric products. But the inquiries on resolving hiccups from smart devices also means higher chances of having a question too advanced for a customer service agent. Typically, these agents have a script handy in order to find any information they need for the usual inquiry on a device. But if the question is too complex and falls outside of the script, we have a problem.

When a customer realizes that their question cannot be answered, they can become irritated at the fact that there is no solution, especially if they were put on hold for a lengthy period of time before they could even speak with an agent. Both parties are at a disadvantage to each other and a proper solution is needed for efficient customer service that benefits the agent and customer.

The Smart Solution

We have two sides of the interaction line, the agents and customers, and we want to be able to resolve the problems of each side to benefit the success of the business. Agents want vital information and a better handling on customer calls; and customers want to be helped quickly and efficiently without being stuck taking a number slip to wait. This is where a new hybrid solution is deemed as the smart solution.

The hybrid solution mixes the traditional service of an agent and the digital self-support materials found on a brand’s website. By making a special combo of the two, it creates benefits to both the agent, to deliver better service, and the customer, to receive better service. These support materials, such as FAQ’s, interactive how-to tutorials, and informative videos, create a fast source of solutions to inquiries.

Success of The Hybrid

Understanding the hybrid solution gives a better understanding of why it works so well. With the mix of support materials and customer service agents, a business runs more smoothly and the brand receives better praise amongst customers. Each component of the hybrid solution has its own perks for an overall high-quality product.

Support materials are available online as an assistance to customers who have inquiries about their smart devices. Online, customers can expect the support materials listed earlier as well as converse with a chatbot when they aren’t the type to actually want to speak to a real customer service agent. This helps customers avoid the hassle of waiting long times to speak to an agent, and they can gain knowledge to resolve their own device dilemmas.

These support materials are also a perk for the customer service agents. As more customers convert to a self-support strategy, less calls will come in. Thus, customers who aren’t as tech-savvy can be on the phone with an agent who also has access to these support materials and can better resolve their problems.

This hybrid solution is a critical solution for businesses today. This resolves not only the typical customer inquiries, but also the problems customers faced with the traditional customer care system, and the problems agents faced with being limited to the sometimes-outdated script they had.

About The Author

James Ramey is CEO of DeviceBits, a software company that services clients through a predictive and personalized understanding of interactive tutorials, adaptive FAQs, Interactive Guides, and Videos designed to for self-serving consumers. For more info visit