How to Implement Agile Methodology in Customer Support


Agile Methodology in Customer Support

In this highly competitive market, impeccable customer service has become a compulsion for businesses. With 33 percent of customers ready to switch brands for better customer service, ignoring this critical process means losing revenue. In the US alone, companies lost $62 billion yearly due to poor customer service. That’s why Agile methodology is gaining traction in enterprises worldwide. Through this post, we attempt to help you make your customer services more Agile.

9 Ways to Execute an Agile Methodology into Customer Support

1. Define what Agile Means

Before making any changes, you need to understand what agility means to your firm. It could refer to faster response rates and ticket resolutions, proactive query handling, better customer satisfaction metrics, and a higher customer retention rate. You’ll discover other pertinent factors specific to your business that you could include in your definition of agility. So, find what factors matter the most to your team and customers and construct an all-inclusive definition.

2. Use Daily Stand-ups

Agile methodology focuses heavily on frequent interactions with team members to ensure everyone stays on the same path. So, regularly conduct meetings to check each team member’s progress on a day-to-day basis. Encourage full team participation, extreme transparency, and reduce distractions. Remote teams need to meet daily to discuss how everyone’s progressing.

3. Prioritize People

To make your customer service Agile, you need to focus on human interactions instead of rigid processes or tools. Being Agile means being flexible, spontaneous, and customer-centric. Here, your primary focus shifts from adhering to the process of meeting client needs. Sometimes that means going out of your way to resolve issues. You can build agility in your processes by regularly interacting with your customers to stay in touch with their needs. So, consider clarifying all necessary information and document every change request so that all members can access it easily. Understand how much interaction your services need and plan to consult your customers frequently. Streamlining and presenting a uniform front on all channels is also an effective agile practice.

4. Support Automation and the 80/20 Rule

As a manager, you should always try to automate your support processes. By automating processes, you follow the Pareto principle or the 80/20 principle. It states that nearly 80 percent of support requests are repetitive and answer common questions. The remaining 20 of percent requests need more attention from your employees because of their complexity. Through automation, you delegate your repetitive responsibilities to bots. Then, your employees can focus on complex and intensive tasks to deliver high-quality service.

Here’s how you do it: –


Automated chatbots make it easier for your customers to get answers to frequently asked questions (FAQs). Through these chatbots, you can reduce the number of mundane requests you receive. More than 67 percent of consumers use chatbot services for customer support. Imagine the volume of requests such companies are avoiding!

Written Answers to Common Questions

This trick is the oldest one from the bag. By making call scripts for frequent requests, your agents avoid spending a lot of time on them. They can provide quick answers and resolve remaining mundane requests quicker.

5. Educate Users to Be Proficient and Self-Supporting

Repetitive tasks can be avoided by educating your users through help center searches. Many users may be impatient and contact customer service without going through the help center. The tech product community uses this technique excessively to fix problems. So, encourage your customers to go through help centers by making it easily accessible and easy to navigate.

6. Track Customer Complaints

When you ignore one complaint, you lose 26 customers as a consequence. It’s critical to address complaints seriously.

Every company has customer complaints that they never want to look at and abandon completely. There’s no shame in admitting that some situations didn’t go as well as you expected. However, you should take on constructive criticism and see how you can improve your processes to ensure you solve recurring issues. In the short term, attend to your angry customer and address the problem through the right means. In the long-term, analyze what issues pop-up the most and try to fix them optimally.

7. Get the Most Feedback out of Support Requests

By extracting feedback from your support requests, you tap into a gold mine of process optimization. You can get valuable feedback from bug reports, customer surveys, and surveys. Sprout social states that 47 percent of customers post complaints onlineIf you get complaints regularly, you might want to consider upgrading your user experience. Most feedback may seem superficial, but deep diving into them helps you uncover the real reasons why these issues happened.

8. Use the Right Tools in your Arsenal

Customer services heavily depend on tools to function. So, choosing the right ones is critical for business operations. With the right tools, you can help your team collaborate better in real-time and improve their service skills. They also help you automate your services to help you focus on the complex issues.

9. Build a Strong Remote Culture

If you have global teams, you need to ensure that they don’t get distracted with too many meetings. You can improve coordination by establishing ground rules that govern customer service teamwork. Encourage over-communication and close-knit community culture among your teammates. By motivating good remote culture, you can take advantage of distributed teams to reduce distractions and get the most work done. Over-communication also encourages greater workload visibility and performance measurement.


“It takes months to find a customer… seconds to lose one.” – Vince Lombardi

It’s a known fact that acquiring a customer costs five times more than retaining one. As a customer support manager, you’re entrusted with handling customer requests effectively. Incorporating Agile methodology can surely help you get there if you let it mature in a progressive manner. However, the success of your process changes depends on your employees and your technology. So, use these tips to facilitate your agents through the Agile journey to satisfy their customers in the best way possible.

Last Updated on August 20, 2020


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