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Does Sticky Agent Help in Building Better Customer Relationships?

Benefits of Sticky Agent

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Author: Uthaman Bakthikrishnan

The keyboard of my laptop started misbehaving, and I had to replace it. So, I went to an authorized service center and met with a service engineer named Anand.

The service engineer looked at my laptop and took down the serial number of my laptop and the number of the keyboard. Then, he said he would have to check if the keyboard was available in the market. For which I had to pay a service fee.

Only then would they check if it is available?

I thought that it was wrong for them to charge me for this. I told them I would consider it and left the service center.

Then, I tried a few other sources to no avail.

So, I decided to go back to the service center. It was 3.50 pm, and another service engineer was at the desk. I asked for Anand and was told that Anand would be available from 4 pm.

I decided to wait, as I did not want to repeat the process with another service engineer. Anand already knew the issue and had the serial and keyboard numbers written down.

Now, I’d call this a sticky engineer.

As Anand already knew the issue with my laptop, as a customer, I’d think he’d be able to provide better resolution faster.

What Is a Sticky Agent?

In the call center or contact center parlance, the sticky agent is a term that is commonly used. The sticky agent is a feature that allows customers to connect automatically with the same agent they had a conversation with earlier.

It can be configured the way you want.

For instance, the sticky agent feature can be invoked only for inbound calls or outbound calls. Among the inbound calls, it can be used only for calls originating from the website or your social platforms.

A sticky agent allows you to serve your customers better and improve your relationship with them, making them loyal to your brand.

How Do Sticky Agents Improve Customer Relationships?

There are multiple ways by which sticky agents can develop better customer relationships. Here are a few:

1. Personalization

Let us assume you call the customer service number for the first time and are directed to an agent. The agent listens to you and understands you are looking for an integration with your in-house software solution.

He checks and tells you that this customization would take about six weeks for them to complete and operationalize. And he puts you on the stick agent list.

The next time you call them, your call gets routed to the same agent, who can offer your personalized service. If the tagged agent is unavailable at that particular time or has left the job, then you would be directed to an agent who’d have access to the entire history of your interactions.

2. Faster Resolution

With sticky agents, you don’t have to repeat yourself every time you call. They know the features you have bought, the customizations they have implemented, and the likely extensions you might need.

This allows them to understand your needs better and wants and resolve your queries faster.

3. Proactive

A sticky agent fully knows the customizations and configurations of the customer environment, can anticipate customer needs, and proactively address potential issues.

A sticky agent can proactively reach out to a customer and talk about issues faced by other customers similar to them. They can even talk about the resolutions provided to them and offer the exact solution to the customer.

By being proactive, sticky agents can demonstrate that a business is attentive and cares about its customers. This can help build trust and loyalty, essential to building customer relationships.

4. Consistency

Sticky agents can be consistent in their interactions. With consistency, the customer and the vendor understand what to expect out of the relationship based on their interactions. This will help avoid surprises in terms of expectations and perceptions.

When you get comfortable with the level of service and support, you become loyal as a customer.

5. High-Value Relationships

As businesses grow, providing personalized support using sticky agents would be difficult. However, based on their interactions, sticky agents can identify areas that can be moved to self-service and communicate those upfront to the customers they are in touch with.

Besides, you can continue to route high-value relationships and complex queries to your sticky agents.

The sticky agent is a powerful feature for building more robust, meaningful customer relationships. By providing personalization, faster resolution, proactiveness, consistency, and addressing high-value relationships, sticky agents can help create better customer experiences that increase loyalty, trust, and engagement.

As businesses start to prioritize customer relationships, sticky agents would play a very significant role in providing the support and guidance that customers expect and deserve.

If you would like to use our sticky agent, please Request a Demo.

About the Author: Uthaman Bakthikrishnan

Uthaman believes in the power of creation - it gives him a high to grow something from scratch and make it sustainable. Uthaman is the Executive Vice President and helps set the strategic direction and roadmap for ClearTouch, a pioneering provider of a cloud-based call center platform for enterprises, contact centers, BPOs, and financial services companies in India.