Have you ever noticed how some customer support queries get resolved in a flash while others seem to languish in a mysterious digital queue? This phenomenon, often referred to as "cherry picking," is more common than you might think in the customer support realm. It can lead to inconsistent service experiences and unhappy customers. For fast-growing ecommerce brands, avoiding cherry picking is crucial to maintaining a reputation for exceptional customer service.

In this article, we’re diving into five best practices to tackle cherry picking head-on. We’ll explore why it's a problem, how it affects your brand, and what practical steps you can take to ensure every customer receives the attention they deserve. Whether you're a founder or CX leader, you'll find actionable insights to help streamline support processes and enhance your overall customer experience.

Understanding Cherry Picking in Customer Support

Cherry picking in customer support refers to the practice where agents choose easier or more desirable queries over others, leaving complex or less appealing issues unresolved. It's like picking only the ripest cherries from the tree and ignoring the rest. While it may seem harmless at first, this approach can lead to a backlog of unresolved issues, frustrated customers, and a skewed perception of your brand's reliability.

One of the main reasons cherry picking happens is due to lack of accountability in support teams. When agents aren't held responsible for their work, it's easy to gravitate towards simpler tasks that offer quick wins. Additionally, a lack of clear guidelines or incentives for tackling more challenging issues can exacerbate the problem.

To address cherry picking, it's essential to create a balanced workload for your support team. This involves setting clear expectations, fostering a culture of accountability, and implementing tools to monitor and distribute queries effectively. Let's dive into the specific strategies you can use to tackle this challenge.

Creating a Balanced Workload

A balanced workload is the cornerstone of an efficient support team. When agents have a fair distribution of tasks, they can focus on resolving issues promptly without feeling overwhelmed or inclined to cherry pick. Here are some practical steps to create a balanced workload:

• Assign queries based on complexity: Use a ticketing system that categorizes queries by complexity and urgency. This helps distribute tasks evenly among agents, ensuring that no one is consistently handling only the toughest or easiest issues.
• Set realistic goals: Establish clear, achievable objectives for your support team. This could include metrics like average response time or resolution rate. Ensure these goals are aligned with your overall customer experience strategy.
• Regularly review workload distribution: Conduct routine checks to ensure that workload distribution remains fair. Use data analytics to track the number and type of tickets each agent handles and adjust as needed.

By systematically distributing tasks, you can prevent cherry picking and encourage a more collaborative and effective support environment. Remember, fairness is key to maintaining motivation and job satisfaction among your team members.

Implementing a First-In, First-Out System

The first-in, first-out (FIFO) system is a straightforward method for managing support queries. It ensures that issues are addressed in the order they are received, preventing agents from cherry picking. Here's how you can implement this system effectively:

• Automate ticket routing: Use software that automatically routes incoming queries to the next available agent. This eliminates the chance for agents to choose which tickets they handle.
• Monitor queue status: Have supervisors or team leaders regularly check the status of the support queue. They can ensure that tickets are being addressed in the correct order and intervene if necessary.
• Educate your team: Explain the benefits of the FIFO system to your support team. Emphasize how it leads to a fairer workload distribution and ultimately improves customer satisfaction.

Implementing a FIFO system creates a more structured and predictable support environment. It also reassures your customers that their issues will be addressed in a timely manner, fostering trust and loyalty.

Encouraging a Culture of Accountability

Accountability is essential in preventing cherry picking. When team members take responsibility for their work, they are more likely to address all queries with equal attention. Here are some strategies to foster accountability:

• Set clear expectations: Define what accountability looks like in your support team. Set performance standards and communicate them clearly to your agents.
• Provide regular feedback: Offer constructive feedback and recognize achievements. Regular check-ins help agents understand how they're performing and where they can improve.
• Implement peer reviews: Encourage team members to review each other's work. This promotes a sense of responsibility and helps identify any areas where cherry picking might be occurring.

By cultivating a culture of accountability, you empower your support team to take ownership of their tasks. This not only reduces cherry picking but also enhances the overall effectiveness of your support operations.

Incentivizing Challenging Work

Sometimes, cherry picking happens because agents feel there's no reward for tackling tougher queries. By introducing incentives for handling challenging issues, you can motivate your team to embrace all types of queries. Consider these ideas:

• Recognition programs: Create programs that recognize agents who consistently handle complex queries. This could be in the form of certificates, special mentions, or awards.
• Performance-based bonuses: Offer bonuses or rewards for meeting specific targets related to resolving difficult queries. Ensure these incentives are tied to quality, not just quantity.
• Career development opportunities: Provide opportunities for agents to develop new skills or advance in their careers. This could include training sessions, workshops, or mentorship programs.

Incentives can be a powerful motivator for your support team. By rewarding agents for taking on challenging tasks, you not only reduce cherry picking but also foster a more motivated and engaged workforce.

Leveraging Technology and Tools

Technology plays a crucial role in managing customer support operations. By leveraging the right tools, you can streamline processes and minimize cherry picking. Here are some tools to consider:

• AI-powered assistants: Use AI to triage and prioritize queries, ensuring that urgent issues are addressed promptly. AI can also provide agents with suggested responses, speeding up resolution times.
• Integrated CRM systems: Implement a CRM system that integrates with your support platform. This provides agents with a comprehensive view of customer interactions and history, enabling more personalized and efficient service.
• Analytics dashboards: Use analytics tools to monitor support metrics and identify patterns of cherry picking. These insights can help you make data-driven decisions to improve your support processes.

By harnessing technology, you can enhance the efficiency of your support team and reduce the likelihood of cherry picking. It's all about finding the right tools that align with your brand's unique needs and goals.

Training and Development

Ongoing training and development are vital to equipping your support team with the skills they need to handle a variety of queries confidently. Here's how you can invest in your team's growth:

• Regular workshops: Organize workshops that focus on handling complex queries, customer service best practices, and new technologies. These sessions can be conducted in person or virtually.
• Mentorship programs: Pair less experienced agents with seasoned team members for mentorship. This not only enhances skills but also fosters a sense of community and collaboration.
• Access to resources: Provide your team with access to learning resources, such as online courses, industry publications, and webinars. Encourage continuous learning to keep skills sharp.

By prioritizing training and development, you empower your agents to tackle all types of queries with confidence. This reduces the temptation to cherry pick and enhances the overall quality of your support services.

Monitoring and Feedback Loops

Continuous monitoring and feedback are essential to maintaining high standards of customer support. Here's how you can establish effective feedback loops:

• Implement quality assurance checks: Regularly review support interactions to ensure consistency and adherence to your brand's standards. Use these checks to provide constructive feedback to your team.
• Collect customer feedback: Encourage customers to provide feedback on their support experiences. Use surveys, follow-up emails, or live chat prompts to gather insights.
• Analyze metrics: Monitor key metrics, such as resolution time, customer satisfaction, and ticket volume. Use these insights to identify areas for improvement and address any patterns of cherry picking.

By maintaining a robust feedback system, you can continuously refine your support processes and ensure that your team remains aligned with your customer experience goals.

Final Thoughts

In summary, avoiding cherry picking in customer support is about creating a balanced workload, fostering accountability, and leveraging technology. By implementing these strategies, you're not just addressing a common challenge but also setting your brand up for long-term success. Remember, the goal is to ensure every customer receives the attention and care they deserve, building loyalty and trust.

For those looking to streamline their support processes further, Fullcourt offers a simple, easy-to-use ecommerce helpdesk designed for fast-growing Shopify brands. With features like a shared team inbox, self-service live chat portal, knowledge base, and AI customer support assistant, Fullcourt provides all the tools you need to enhance your customer support experience. It's an affordable alternative to bloated and costly helpdesks, making it an excellent choice for brands that are scaling quickly.