Six signs your customer service is slipping

Many companies spend millions to attract new customers and get them to buy more. But when it comes to customer service, they often focus on cutting costs instead of delivering a great experience. That’s a bit like pouring water into a leaky bucket - those expensive, hard-won customers end up sneaking out the back door because of poor customer service.

If this sounds familiar, it might be time to rethink your budget and allocate more to give your customer service team the right tools and resources. After all, if you’re not actively working to keep customers happy, they’ll find someone else who will. Below, I share six telltale signs that your customer service needs a boost, along with what I’ve learned can help fix them.

1. Slow response times 🐌

Customers want fast answers - especially if they’ve already purchased something and it’s not working. The solution? A combination of self-service options, AI, and well-trained, empowered support agents.

• Self-service and AI: A strong knowledge base (like the one in Zendesk) helps customers find solutions on their own. AI can also analyze incoming queries and proactively address issues before customers even notice.
• Drafting replies: AI can also help draft responses in both chat and email, speeding up how quickly you can help. Don’t fall into the trap of thinking AI can replace your agents - use AI technology wisely to empower them to handle tickets more effectively.
• Great agents: Finally, invest in skilled agents who have the authority to resolve a case on the spot. Problems happen, but your customers will appreciate being able to talk to a real human when they need it most.

By combining these initiatives, you’ll improve efficiency and reduce wait times, which goes a long way in keeping customers happy.

2. Lost inquiries 📭

When a customer’s question or complaint falls through the cracks, they walk away feeling like you just don’t care.

• One ticketing system: Make sure you have a reliable tool that captures every inquiry - no matter if it arrives via email, phone, social media, or carrier pigeon. A unique ticket number ensures that nothing goes missing.
• Realistic wait times: Communicate how long it will take to respond and make sure you stick to it. No one likes the classic “over-promise, under-deliver” routine.
• Call-backs: If you can’t answer a phone call immediately, set up voicemail and actually return calls when you say you will. Keep trying until you connect, because customers aren’t always waiting by their phones.

3. Poor tracking of customer history 📚

Nothing frustrates customers more than having to repeat the same issue over and over to different support agents.

• Unified view: Use a ticketing system that collects all interactions under one customer profile, regardless of the channel.
• Internal notes: Encourage (or insist on) a culture where agents leave clear internal notes so the next person can seamlessly pick up where the last one left off. 

This way, every interaction feels like a conversation with someone who already knows you and your situation.

4. Inconsistent service experience 🤹

If customers get different answers depending on who they talk to, it can come across as unprofessional or, worse, incompetent.

• Workflows and training: Most ticketing systems (again, Zendesk is a popular one) have workflow automations to keep things consistent. But these processes only work if everyone knows how to use them.
• Keep agents in the loop: Train them thoroughly—don’t just toss them in at the deep end. They should know all the rules around discounts, system quirks, and so on.
• Real-life example: I once had an agent “reset” my internet subscription, thinking that would fix my issue. Instead, I was charged a brand-new setup fee, even though I’d been a customer for a decade. A better-trained agent would have known the consequences of reactivating my plan.

5. Lack of follow-up ⏰

No follow-up sends the message: “We don’t really care if you’re happy or not.”

• Culture of completion: Make sure there’s a clear policy for following up until every issue is resolved.
• Ticketing automation: Use your system’s features to send reminders to both agents and customers, so nothing slips through the net. If the customer needs to provide more information, an automated nudge helps keep things moving.

6. The agent (your biggest asset or weakness) 🕵️

Let’s face it: being a support agent can be tough. High turnover is common because they deal with stressed-out customers all day and often get measured by how fast they close tickets.

• Skill-based routing: Use a ticket system that ensures agents handle queries they’re best equipped to solve. This also adds variety to their workload, preventing burnout.
• Respect and status: Customer service isn’t always seen as the hottest department in the company, but I’d argue it’s one of the most important. Agents are on the front lines with your customers and can be your best source of market insights. Treat them like the VIPs they are!

So, what’s next?
First, create a clear strategy for your service organization. That means getting buy-in from the whole company on improving the customer experience. Then, map out and optimize your service processes to align with the type of customer experience you want to deliver. It’s also crucial to foster a strong service culture - one where every agent truly cares about helping customers and feels empowered to do so. Hiring the right people and giving them ongoing training, support, and recognition can make all the difference. Finally, decide on the right ticket management system to support that strategy.

Many systems exist, but one I often recommend is Zendesk. It’s time-tested, used by over 160,000 companies worldwide, and helps streamline all the things I’ve mentioned - from multichannel ticketing to knowledge bases and AI-driven support.