Flawless Customer Service: 3 Training Tips for Success

Gladly Team

Read Time

5 minute read

Growing ecommerce brands know how important it is to find and acquire the best talent out there. But the fact is, raw talent will only go so far in cultivating a customer experience that develops trust and promotes customer loyalty. It’s up to companies to train and equip their new employees to better serve shoppers and, in turn, bolster the success of their brands.

Flawless customer service only comes when the people behind it are properly equipped and prepared to serve customers. Investing in training and learning are important for ecommerce brands today, helping them unlock more significant levels of loyalty and long-term value in shoppers. Customer support agents who can drive these results are prepared to tackle customer queries and are capable of generating revenue for your business. More importantly, a superior agent experience brings about superior customer experiences, fostering an immediate sense of loyalty with each new consumer.

The First Line of Brand Defense

Every new service agent onboarded can help bolster the quality of your ecommerce customer experience. The more you can instill the values of both your commitment to service and superior products from day one, the more your support staff will pass that on to customers.

Customer support promotes personal service that makes every shopper feel like they’re being taken care of individually, rather than treated like a number on a list. This is why ticketed systems inherently fail agents by limiting personalization and preventing deeper, more valuable conversations.

[Gladly’s Customer Profile: Know who your customer is in the first five seconds of a conversation.]

Think of your support agents as “brand ambassadors,” then train them accordingly. They should be versed in your products inside and out, but not just to fix small problems. Your support agents act as an extension of your brand to drive retention and create a loyal customer base.

Screening for the Best of the Best

Training doesn’t necessarily start when new agents are onboarded. When searching for the next crop of champions for your ecommerce brand, it’s essential to screen candidates for the skills and potential that will make them an asset and potential future leaders in your company.

The traditional customer service interview process doesn’t always reveal which candidates are best suited for a customer service role. The best tactic is to tap into their approach to service during this screening process. Rather than asking them to recall times they solved issues in the past, take them through a real-life situation and see how they’d handle it in practice. The candidates who show a conversational approach and react with empathy are the ones who are prepared to work toward those goals of radical personalization.

Similar to acting as a brand ambassador, the ideal candidate will naturally think about fostering relationships. While cultivating personalized conversations can certainly be covered during training to some extent, those eager to go beyond training scripts are much more naturally inclined to help you reach your company’s revenue generation and long-term growth goals.

Providing an Empowering Platform

Craftsmen are only as good as their tools, and for service agents, that translates to having a customer service platform that provides an expansive toolkit for helping customers. It’s certainly possible to train anyone on how to use any platform. But the best support technology enables and empowers agents to accomplish more rather than challenge or frustrate them. Brands need to rethink how their software allows service teams to work.

A service platform like Gladly provides a single view for all actions so new hires can respond and apply their skills quickly. Agents can provide radical personalization with access to a knowledge base of customers and products, and consistent conversation timelines that provide a long-term picture of a shopper’s relationship with your brand. At an introductory level, these tools help agents adapt to your system and understand your customer base to drive greater long-term relationships that allow for upsell opportunities.

The ecommerce companies that manage to create successful contact centers do so through proper onboarding, carefully selected technology, and a strategic eye for talent, all of which set the foundation for a truly high-quality customer experience.


Set your support team up for success with a radically personal CX platform.



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