For companies that prioritize delivering exceptional customer experiences, tracking metrics like average handle time and improving the customer experience journey are critical. Customers expect fast, personalized, and effective service at every touchpoint, and when these expectations aren’t met, loyalty is often the first casualty.
This is where tools like Pylon come into play. Pylon is designed to empower customer-facing teams by improving efficiency and ensuring that agents have the right information at their fingertips when they need it most. By reducing handle times, streamlining workflows, and supporting seamless customer interactions, Pylon helps businesses optimize operations while creating experiences that customers love.
Here’s how Pylon supports teams in lowering average handle time, enhancing the customer experience journey, and ensuring customer satisfaction every step of the way.
Why average handle time matters
Average handle time (AHT) measures the amount of time it takes for customer service agents to resolve an issue, including the time spent on calls, emails, or chat, as well as post-interaction follow-up tasks. It’s one of the most important metrics in contact centers because it reflects both efficiency and customer satisfaction.
A low AHT indicates that agents are resolving customer issues quickly, while a high AHT could signal bottlenecks in workflows, difficulty finding information, or overly complicated processes.
Here’s why optimizing AHT is critical:
- Improved customer satisfaction: Faster resolution times mean customers don’t have to spend as long waiting for help.
- Higher productivity: When agents handle inquiries more efficiently, they can assist more customers in less time.
- Lower operational costs: Shorter handle times reduce the resources needed to manage customer interactions.
However, optimizing AHT isn’t about rushing through customer interactions—it’s about equipping agents with the tools and resources they need to resolve issues effectively and efficiently. That’s where Pylon shines.
How Pylon helps reduce average handle time
Pylon is designed to streamline workflows for customer support and success teams, ensuring that agents have the information they need, when they need it. By eliminating common roadblocks and inefficiencies, Pylon helps reduce average handle time without compromising the quality of customer interactions.
Key ways Pylon reduces AHT:
- Centralized knowledge base: Pylon provides a single source of truth for all customer-facing information, so agents can quickly find answers to customer questions without wasting time searching through multiple systems.
- Intelligent search: Pylon’s smart search capabilities surface the most relevant information instantly, helping agents resolve customer inquiries faster.
- Integration with existing tools: Pylon works seamlessly with CRM platforms, ticketing systems, and other customer service tools, streamlining workflows and minimizing app-switching.
- Real-time updates: Teams can update content in Pylon instantly, ensuring that agents always have access to the most accurate and up-to-date information.
By reducing the time agents spend searching for answers or navigating outdated systems, Pylon empowers teams to focus on what matters most: providing great service.
Improving the customer experience journey
The customer experience journey encompasses every interaction a customer has with your business, from the first point of contact to post-purchase support. Every stage of this journey plays a role in shaping customer perceptions, building loyalty, and driving retention.
Here’s how optimizing the customer experience journey can benefit your business:
- Higher customer satisfaction: A seamless, personalized experience keeps customers happy and engaged.
- Stronger loyalty: Consistently positive experiences encourage customers to stick with your brand.
- Better word of mouth: Satisfied customers are more likely to recommend your business to others.
Pylon enhances the customer experience journey by helping teams deliver consistent, high-quality interactions across all touchpoints.
How Pylon supports the customer experience journey:
- Ensuring consistency: With Pylon, all customer-facing teams—from support to success to sales—can access the same information, ensuring a consistent experience regardless of who the customer interacts with.
- Personalization: By equipping agents with customer insights and accurate data, Pylon enables more personalized interactions that resonate with customers.
- Proactive service: Pylon’s real-time updates ensure that agents can anticipate customer needs and address potential issues before they arise.
When your teams have the right tools to provide seamless, personalized service, your customers benefit—and so does your business.
Balancing average handle time and the customer experience
While reducing average handle time is important, it’s equally critical to maintain a positive customer experience. Shorter calls or faster resolutions shouldn’t come at the expense of quality.
With Pylon, teams don’t have to choose between efficiency and experience. By improving agent workflows and providing access to accurate information, Pylon helps reduce AHT while still allowing agents to deliver empathetic, effective service.
Here’s how Pylon strikes the right balance:
- Streamlined processes: Pylon minimizes inefficiencies so agents can resolve issues quickly, without feeling rushed.
- Agent confidence: When agents have the resources they need, they can focus on delivering great service rather than struggling to find answers.
- Enhanced customer communication: Faster access to accurate information ensures that agents can spend more time building rapport with customers and less time searching for solutions.
With Pylon, teams can improve both operational efficiency and customer satisfaction—creating a win-win for your business and your customers.
Tips for maximizing the value of Pylon
To get the most out of Pylon, consider the following best practices:
- Centralize your knowledge base: Use Pylon as a single source of truth for all customer-facing content, from FAQs to troubleshooting guides.
- Train your team: Make sure agents know how to use Pylon’s search and integration features to streamline their workflows.
- Keep content updated: Regularly review and refresh your knowledge base to ensure agents always have the most accurate information.
- Track performance: Monitor AHT and other key metrics to measure the impact of Pylon on your team’s efficiency and the customer experience journey.
Transforming customer interactions with Pylon
Pylon is more than just a tool for managing knowledge—it’s a game-changer for customer-facing teams. By helping agents resolve issues faster and enabling personalized, high-quality interactions, Pylon empowers teams to optimize average handle time and deliver seamless experiences at every stage of the customer journey.
Whether you’re focused on improving operational efficiency, enhancing the customer experience journey, or building stronger relationships with your customers, Pylon can help you achieve your goals. With its powerful features and user-friendly design, it’s the ultimate solution for teams looking to elevate their service and drive customer loyalty.
