4 Service-Quality Characteristics of Excellent Customer Service Agents

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Customer service agents (CSAs) are like doctors and optometrists in that they need specific training before they can start helping their customers. The best customer service agents are those who have four skills: 1) the ability to listen carefully to help guide the customer, 2) the ability to speak clearly and clearly and the 3) the ability to ask questions that the customer is likely to answer. There is also a technique to identify when the customer can’t answer, as well as to take the uncertainty out of future calls. Here are some key traits of outstanding CSAs.

1. They Listen

CSAs need to listen very closely to what their customers are saying. If a customer is concerned, they have to listen carefully, find the cause of that concern, and offer the right advice so that the customer doesn’t even have to think about it. If they sense that the customer is going to be upset, they need to be very quick to decide how to help the customer through that emotional point.

2. They Speak

CSAs need to be able to speak fluently and with proper grammar and diction. They need to remember to say thank you, even if they need to change what they’re saying to the customer.

3. They Ask Questions

CSAs should always remember that their job is to figure out what the customer wants to know. They need to ask the customer a lot of questions. Not only can CSAs ask questions, but they also can appear very knowledgeable at the request of the customer.

4. They Deliver Care

CSAs also need to remember to be very compassionate. They need to try and solve the customer’s problem. Often the customer’s problem isn’t just a problem, but the customer is actually looking for comfort. The CSAs need to know how to listen to the customer, but not listen to the customer while listening to the customer.

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Six Steps to Creating an Accommodating Customer Service Site

If you have a customer service site, you have a chance to connect and help your most loyal customers, let them interact in a fun and non-intimidating way. Consider these 6 steps for making your customer service site a self-service, self-designed, user-friendly platform.

Go for a clean, simple layout

Some self-service sites are too cluttered and incomplete. A clean design lets you highlight functionality easily for customers. There are hundreds of templates available on website creation platforms like WordPress and plenty of online tutorials that you can follow if you want to create your own. Just remember to keep it as simple as possible.

Include professional looking images

With today’s tech, you don’t have to be a professional photographer to produce professional looking images. You just have to put some effort and learn basic editing skills. WordPress has an image editor that works for many formats. And the most popular image formats are JPEG, PNG, GIF, BMP, and TIFF.

Also, don’t just randomly add the images. You should use a decent layout when posting images. Sometimes, you need size uniformity to avoid the messy look.

Allow customer comments

A customer service site should be a forum for customer service. Be transparent and let your customers see the current status of a member complaint then show them that your team is actively looking for solutions to the problems they encounter. Once the complaining customer is happy with a resolution, place a “resolved” status on their comments. This is an indication that you really care about your customers and that you strive to keep them satisfied.

Make it easy to contact you

Confidentiality is important, but customer service sites are intended for customer communication. Don’t underestimate the power of fulfilling customer expectations. If you can’t give it to them quickly and with accuracy, then there’s a big probability that they will leave. Make it easy for them to reach you by email, mobile app, website, and even voice. If you want to avoid spam, you can always add a captcha plug in to prevent bots from adding you to their mailing or calling list.

Keep your customer data private

Your customer data is the crown jewel of your business. It should be kept secure and stored privately. Show a customer that they can trust you by assuring them that you value the privacy of their personal data. Don’t share their information to a third party if you want them to place their trust on your customer service site.

Ease the process for receiving information

Even if you are not a programming wiz, you can make your customer service site easy to access by adding a simple drop-down menu. For instance, start with “Help.” Then you can select “Select a Problem”, “Find the Solution”, and “Translate Message”. Then you can go back to providing information and options directly from the drop-down menu. If it seems too tricky, you can add plug-ins or widgets to your site that have this function. It keeps the information stored in your site easy to access and the customers less confused.

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Shoppers could save time by picking up their online orders at retail locations

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform

No longer the domain of retailers or businesses that have tired of delivering their products in store, customers can now order products online and pick them up on the spot anywhere in the US thanks to consumer-facing technology that allows them to do so. The National Retail Federation forecasts that $47.2 billion will be spent by U.S. shoppers this holiday season online, with about 55% of that being done from home.

At home, shoppers can use mobile devices to pay using credit cards, mobile wallets or cash, or take advantage of home-delivery services. At work, shoppers may use employee in-store kiosks or smart checkout devices that feed a shopper’s credit card information directly into the register.

Customers may choose to fulfill their online purchase at a post office, where a home delivery can be arranged or picked up, or may simply opt to place the order on the retailer’s mobile app. Home delivery has been increasingly popular in retail as convenience retailers offer free shipping, responsive web pages and interactive ordering portals that provide customers with push notifications and customer service representatives.

In addition to home and office retailing, self-service ordering and delivery services are also available at hospitals, colleges and universities, supermarkets, convenience stores, hardware stores, restaurants, gas stations, and hotels. Fast-casual and off-brand restaurants are often sites for the best customer service.

“The approach being taken by many companies is to include self-service methods in their customer experience from start to finish,” explained Steve Thimmesch, U.S. Retail Director for Claissons Group of Companies, a financial advisory firm.

Customer self-service demands

Some retailers have instituted customer self-service with impressive customer service features, but Thimmesch advises that success comes with a holistic approach that encompasses customer shopping, shipping and receipt. The question for retailers: Does self-service meet customer expectations?

Do customers expect to receive their orders right away or have their items delivered? If ordering online, do customers expect to ship their orders within the same day, several days or longer? Customers often do not appreciate retail errors, if items are lost, damaged or incorrectly delivered.

Do customers give any notice before they plan to pick up an order? Most people expect to be notified 30-45 minutes before their last shift or other work day to pick up their items at an office supply store, for example.

Do customers expect the most efficient shipping and after-sales service? As stores move online and increases the use of alternative modes of delivery, high-volume orders may impact the delivery of other orders.

Now that almost everyone orders online, make sure that your business is ready to accommodate reasonable requests from your customers. Make the online ordering and delivery process as seamless as possible to avoid future complaints and unsatisfied customers.

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Collaborating With Your Team To Get To Know Them Better

One of the most challenging aspects of running a company is managing and adding to a team. Whether it’s by business or pleasure, you should always have access to new people to maintain a high level of innovation and growth. It’s not always easy to decide who to hire and how to train them as the team grows.

If you run a company, you’ll be using multiple departments for helpdesk support, therefore the need for a leadership team that can influence, encourage, and support these departments is crucial. It’s a team that will require sustained effort to coordinate and lead, but the payoff will be great in the long run.

A few key elements to consider when managing a team.

First, you’ll need to be clear with your team about the kind of system you want them to run. This will help prevent issues later on and empower everyone to set their own goals and try new things. Find out which parts of your team are best suited for certain tasks and which aren’t and give them clear direction. You might even be interested in adding a new team member in this area if the match is right. It may be a previous employee or someone who joins the company for the first time. The idea is to make sure that they are fully ingrained in the systems that you are putting in place so that they get quickly up to speed quickly.

Next, you’ll need to make a clear hierarchy. Understanding this and communicating this is key to a successful team. First impressions are very important. Being able to communicate the hierarchy from top to bottom will make your team better able to operate together and help motivate them to succeed. This means they can have consistent paths through the company, so when something is broken or is in need of attention, they know exactly where to start.

Lastly, you’ll need to make sure your team knows how to deal with issues. Resolving problems can be a long process, but if your team members know how to handle things on the spot, then they won’t need to go through the process again. To do this, you’ll need them to understand your processes and the functionalities of the software you want them to use and if they work on customer support, how they can issue fixes and requests. This will help give your team the ability to solve problems they are working on themselves, rather than resorting to asking for help.

Once you are confident with your team’s training, give them more responsibility. If your business is growing they you won’t be able to handle everything on your own. You will find that a team that has problem-solving skills is a team that you can rely on. Let them share their ideas for the company’s improvement. This gives them a sense of pride in their contribution and will more likely strive to become better at their roles.

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

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Building a Higher Customer Satisfaction Score

With customer satisfaction becoming a company’s most valuable asset, especially for a multi-channel brand, building your customer satisfaction score is important. Here are 5 tips for leading customers toward a higher score:

Maintain consistency in your offering.

Guest satisfaction can be measured in many ways — quantity of consumers served, overall customer satisfaction, service quality, purchase decision-making process, or the perceived value of your business. To drive consistent and more satisfactory consumer interactions, build consistency in your offering. Retailers like CVS, Home Depot, and FedEx are taking this approach, making sure service, product design, and other elements are consistent across their distribution channels. Most importantly, the customer experience at each point should be equally inviting and excellent.

Make yourself readily accessible.

To increase the likelihood of customers returning to your store or website, locate a device that sends real-time, customized reminders about specific elements of the purchase experience — including the follow-up visit and whether consumers are happy with your service or products. This offering will be more likely to drive repeat users back to your retail space or websites.

Be knowledgeable and responsive.

Customers expect your staff to be knowledgeable about their needs and products. To satisfy this demand, implement customer-intelligence software that provides real-time feedback about a variety of attributes, such as transactions and points of interest. Provide information and guidance to give guests suggestions on how to engage with your product or service. Routinely evaluate and measure the performance of your employees. Employees can play a significant role in creating and maintaining a positive customer experience. Take time to evaluate employees to ensure they are well-trained in their tasks and expectations and are willing to provide fair and effective service. To lower turnover and cut back on hassle, plan consistent training with learning for all employees.

Be accessible on your phone and messaging platform.

Many customers access your website or company website via a mobile device, including Facebook and Google’s Chrome browser. As a business, you’re likely to gain customers who are first-time visitors through the mobile device, making it more important than ever to educate and inform customers in a way that provides instant responses. Use systems to triage complaints, allow customers to quickly and easily escalate their issues, and communicate with customers to help them access support when and where they need it.

Encourage feedback.

Your own customers are a great resource for problem-solving. One way to evaluate your own operations is to listen to and respond to customer feedback — reviewing complaints about pricing and service online or through social media channels. They can also review vendor performance reports to make informed decisions about their selection of tech support.

Looking to grow your customer score? Look to your employees to understand customers better, and begin analyzing your overall business processes to see if they can get better results. One simple way to do that is to begin gathering customer feedback on key areas that may be making your business less successful. For example, if customers are complaining about inconsistent quality and unresponsive service, do you agree? If not, what do you need to do differently to generate more satisfaction? If you are improving your offerings, consider using the data collected from your associates to make informed decisions about your delivery of services, products, or prices, and opportunities to leverage customer experience data to make the business more rewarding for all stakeholders.

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support? Contact us today!

How to Build a Winning Customer Service Strategy

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform

Customer Service is not just about delivering good service. Customers don’t just want a quick response – they want your full attention. If they receive that attention, they will have a good experience and the business will be able to attract even more customers who want top-notch customer service. If you feel that your customer service will drive business and referrals, then you need to create a business strategy that will draw more customer support.

Customer support is your only competitive advantage

If you wanted to attract a new customer, don’t tell them that you have great products and services. Instead, recruit them by creating a connection through excellent customer service. This may take a lot of work, but the rewards are worth it. Companies that have exceptional customer service not only retain their customers but attract new ones as well.

Customer loyalty is key

Those customers who appreciate the help they receive from your company tend to be loyal and are repeat customer prospects. They could also become the best sales marketers because they refer you to other customers. Retaining them will provide you more success.

Include your customers in your journey, especially if you are just starting out. This will give them a sense of loyalty knowing that they were with you from the beginning and was instrumental in the growth of your business. In the end, they will become more like friends than customers.

Ask for input on your business

To guarantee the best customer service, you have to ask the right questions. Customers expect customer service that is up to their standards, and that’s because they are human beings and should be treated with respect. You want to create a human connection with your customers, so you have to ask them questions to get their insight. Then, based on what they want you to come up with your business strategy and measure for results.

Build a relationship with your customers

Relate to your customers by telling your story then find out how you can help them with the product or service you provide. Once you have identified this, provide your customers with good experience by delivering an easy-to-use product or service that provides a solution to their problem. When you can offer that to your customers, they will be grateful that you listened to them and you attract new customers who want the same or similar services.

Recommendations provide a competitive advantage

A high satisfaction rate will allow you to attract more customers. When they are happy with your services they are more likely to share it with others. If they don’t, you can politely ask them to leave you a positive feedback on social media platforms or on your website. This sets you apart from the competition and conveys the message that you provide exceptional service and truly care about your customers.

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support? Contact us today!

Artificial Intelligence to Improve Customer Support

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform

Customer support is one of the most essential areas for any business and it plays a vital role in helping businesses evolve and grow. The future of customer support is not just going to be one of customer onboarding but over-all improvement for the customer service teams. AI involvement in customer assistance could have a massive impact on businesses’ customer support efforts.

In terms of usability, customer onboarding and automated chatbots could all improve the customer experience. But, in terms of effectiveness, something even bigger could be in store for today’s customer service teams. With artificial intelligence or AI, customer support teams could step up to a whole new level.

AI to improve customer support

The details of AI helping customers service teams are still a bit hazy at the moment. However, artificial intelligence technology is coming on fast, and sooner or later, intelligent customer service assistants could appear on desktops and mobile devices alike.

According to a recent report, more than 60% of IT security personnel believe that customer bots will eventually take over support roles. And that’s a good thing! AI will not only help companies cut costs, it will also significantly improve customer service.

Rescue customers by improving a massive number of tasks

AI is expected to have an impact on many customer support interactions. How? Well, with a combination of customer support assistant technology and intelligent systems, customer support experiences are expected to be completely elevated.

Imagine, if the typical consumer chatbot on the platform knows your history as a customer and where you are when you call, the AI chatbot can find the information you’re seeking and get you the information you need at the time and location where you need it. This is already being worked on by artificial intelligence programmers in customer support platforms.

Truly modern customer service

The future of customer support could change in big ways. AI could very well take over support roles but for instances where the intelligence of customer service reps are needed, agents will be able to work with customers with a much easier understanding and respect.

The agents, coupled with AI help will be able to assist with a more advanced customer support knowledge. AI would be able to understand why a customer calls a company then make suggestions as to what the support agent could do with your information better.

Support and notifications of updates that matter

The future of customer support is, in a word, fresh. Customers will be assisted in reaching out to the company faster and faster. And it will be easier and easier to have chats with customer service agents on mobile devices.

The limitation of the availability of the customer service agents that’s currently taking place on a desk is something that could change. The AI support may just be able to provide the information you are looking for or direct you to the customer support agent that you need to speak with. To further assist representatives, AI technology will also be able to analyze emails and send a customer support alert when a new email is received.

Communication channels are getting more personalized with personal information. This means customer support could be better tailored to the needs of each individual customer. If you are able to quickly verify who the agent you need is and send your questions or questions through the AI platform, then you can expect a very smooth experience when submitting customer service requests.

All in all, using AI will help customer service agents interact with consumers faster. And this will surely lead to reduced customer support transactions and a wider customer base that would help improve companies’ performance.

AI platforms will also be able to improve the customer service experience and enable customers to create their own timeline which allows them to track their interactions with the company. This means businesses can better know which customers are more likely to make future purchases and they can also prioritize the information that sales agents give out.

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support? Contact us today!

How To Think Data – Tips for Using Data To Improve Your Customer Service

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform.

Every organization is collecting, processing and archiving the massive amounts of data its users generate, so they can more efficiently and consistently design services, products and even rules that make possible a continuous customer experience. At the same time, however, many managers are already analyzing and taking actions that might benefit from the downloaded value data could provide to their businesses, without realizing it.

This tip sheet from Support Bench is an easy guide for learning to choose the right sources of data. What types of data would be helpful, how to interpret it and what to do with it? Based on Google, here are six methods to use, and some simple practices to get you started.

1. Data Created By A Consultant

The useful thing about data created by a consultant is its quick transfer from one source to another. While this applies to customers as well as to them: you don’t have to log into a spreadsheet to see what happened during a particular service or product upgrade.

You simply download the complete data without any modifications or themes. Then run the data through a website and a calendar. Research your number of requested upgrades, and refresh the calendar as and when you need new ones.

2. Data Created By Customer Engagement

Overcoming resistance to change, consumers can be very good at identifying which processes they like and dislike. A customer-engagement survey or survey answered anonymously will tell you about exactly what they don’t like. This is the information you can use as you work with new products and services on your payroll.

3. Data Created By Consumer Research

Google’s Webmaster Tools asks for feedback from users on new sites. User testing can help your website stay relevant and flexible, not only through new features but also through balancing existing options and the need to keep the site up to date.

4. Data Created By Master Or Assistant Data Collection And Analysis

Scalability of data collection and analysis should be easy, at least if you can squeeze it out of various sources of source, whether it’s big data sets or hard data sets. Try using raw statistics as well as predictive models. No matter the scale, the team at Google will work toward your goals and accept some red flags along the way.

5. Data Created By A Technical Dev team

An organization’s own technology department may create their own code when needed. But this data includes things that should benefit your business more generally, such as system configurations, hardware usage, custom patterns and so on.

The data should be easy to analyze and maintain. You should try to keep the audit software open to outside experts. Take time to start using this data for outside initiatives, too.

Information obtained in or through using data, even if your purchase of and use of it comes from a supplier, a vendor or a service provider, is information that could be very valuable to you. I recommend doing a batch of this to your complete list, starting with this to help you keep a low technical barrier to entry and even do analysis features.

6. Data Acquisitions And Contracts

Whether you acquire it or contract it, by tapping into analytics or Big Data, you will be able to know about what your users are doing, what their goals are and what might be different for them.

What are some simple tips to use data to improve your customer support? Please share your suggestions below!

Happy data gathering!

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support? Contact us today!

How to Build a Business’s Help Desk Knowledge Base

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform

As a service business, how do you create a level playing field for your employees to facilitate and give valuable advice to your customer base? In every industry especially, there’s going to be certain needs and challenges your customer base will have. The knowledge base of your help desk should work toward solving their issues on a daily basis.

Here’s how you can build an effective help desk knowledge base for your customers.

Constantly Update Your Knowledge Base

If you have a service desk team, it is advisable to appoint a knowledge base manager that knows the entire life cycle of your knowledge base articles. His role would include identifying articles that would provide solutions for your customers and regularly updating the knowledge base. Having a firm and up-to-date knowledge base is crucial to supporting customers seamlessly.

Organize the Structure Your Knowledge Base

Organizing articles into categories and subcategories will greatly improve the end-user experience. An uncategorized knowledge base may leave customers unsatisfied and confused which would require more attention from customer support.

Maintain consistency and design across the knowledge base keeping in mind the nature of the issues that they solve.

Search Capability of Your Knowledge Base Should be Seamless

Aside from organizing your knowledge base articles through categories, it is also a good practice to tag them with appropriate keywords. This will enhance search capability and will result in an improved user satisfaction.

Determine Relevance

Apply a role-based access to your knowledge base. Techinacally advanced solutions should be made available to technicians and support staff. Limit end-users access to articles that are relevant to them.

Keep the Information Coming 

Allow your technicians and support staff to come up with new articles that would provide value to your customers. You should also let them revert to old articles and update the information with more relevant ones. However, you should design an approval process to make sure that your knowledge base is reliable and has good quality. This role can also be taken over by the knowledge base manager.

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support? Contact us today!

Five Benefits of Hiring a Great Internal Help Desk Staff

A booming business can equate to an extremely busy office and managing a busy office can be overwhelming. A business that’s moving forward is definitely a good thing but you might get the feeling that you’re scurrying around all day long to keep up with everything that needs to be done.

It’s easy for tasks to pile up when they are not dealt with right away and without proper and timely response to the phones ringing, unanswered emails, Facebook comments could lead to customers feeling ignored.

This is why it’s so important to hire great internal help desk staff that your training staff can educate to help facilitate your office work. An efficient service help desk team will streamline your business and boost productivity.

Here are five of the many perks from hiring an internal help desk staff.

  1. Satisfied Customers

No one can deny the need for customer satisfaction. With today’s technology, it’s easy to disseminate information just by posting on social media or updating your company website, but there are some matters that require a more personal interaction to get problems solved.

To save money, some companies outsource help desk services to offshore companies. However, a case study made in 2004 points out that this strategy may not work if customers begin to experience poor service, such as long wait times and poorly trained staff. A properly trained internal help desk staff will be able to uphold the standards that you see fit for your company’s image.

  1. A sense of responsibility

Compared to outsourced customer support personnel, internal help desk staff may see themselves as an integral part of a company’s strategic objectives. With proper motivation and guidance support staff that are allowed by their managers to contribute provide important ideas for a company’s innovations and development.

  1. Staff with expertise

As a business owner should understand the core functions of your organization and the business context you work in. An internal help desk and management staff should have a balanced thought process and the expertise to deliver on your service demands. By being a stickler for expertise, you’ll immediately alleviate the problem of being an expert and expose your organizations to its potential.

  1. Open and transparent communication

Communication is needed in all departments, but in an internal help desk business, communication becomes vitally important. If you’re both student and teacher, it’s critical to be open with your superiors and your customers. Open dialog, where new ideas are openly discussed, helps the whole company in the long run.

  1. Enlightened leadership

Leaders that utilize skills as a prime strategy to keep people on the right track is crucial. Your internal help desk support staff should be aware of the state of your organization and stay on top of the various competitions and trends. These should guide your leaders’ decisions and training to maintain the top spot in your sector.

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support? Contact us today!

4 Ways Customer Data Can Help Improve Your Customer Service

If you want to serve a community better in your businesses, you have to use all the information they provide to help educate them.

Customer support has gone through a lot of changes in the past couple of years. With crowdsourcing now a very real trend, it’s hard to find a consumer-facing business that isn’t looking to get smarter about how they get help in return. Now, it’s no longer enough to ask customers what you should do, but you also need to ask them why you’re doing it and why they like your customer service.

Just as many businesses are touting social media for being a great source of helpful tips, businesses are claiming they can use analysis of their customers’ behavior to help get their customer service right. While not all businesses are looking to hire social media analysts, anyone can use data to help guide them in their customer service efforts. Here are four ways that data can help improve your customer service:

  1. Make service seem a lot more entertaining.

Seeking help with an online product can quickly become a frustrating, time-consuming and boring experience. Combining wit and drive for customer service makes customers feel happier, and everyone looks better.

Gathering data from your customers allows you to come up with ways to deliver the right message based on their insights. This makes your customer service seem a lot more entertaining since you will be delivering messages that are based on their personal preferences.

  1. Acknowledge problems quickly.

Using customer data will allow you to get a deeper insight into the needs and preferences of each client individually.

Customer service can feel like being someone’s personal doctor and insurance representative. That takes a lot of time and coordination. By learning how to use data provided by your customers you will be able to address requests quickly and you’ll lessen time being spent on something other than resolving problems.

If it’s a consumer request for product advice, having a quick conversation can keep your customer on a wait-free track to providing even more advice. Having that conversation with the customer with someone who’s always at their service can also provide added reassurance to a dissatisfied consumer.

  1. Use data to show you who, when and where to talk to.

When something goes wrong with your customer service, it’s sometimes the best idea to call and apologize personally.  However, your buyers are not the same, while some prefer traditional phone call support, others may want to talk to your agents through live chat, email, or social media accounts. You have to accommodate them all but make sure that every channel of communication is equally efficient.

Data analysis tells you how your customer service functions across different channels and points out the areas where you need improvement.

It can be easy to forget what you hear when customers share their perspectives with you, but by taking the time to listen to what customers have to say, you’ll discover that many people want you to learn from them. Use the real-time information they provide to help you make your customer service efforts the best in the industry.

  1. Know what your customers need before they ask

Steve Jobs said, “People don’t know what they want until you show it to them.” If you actively gather data and as clients about what they need, you probably noticed this quote to be true. Clients are not completely aware of everything they need but still expect a good customer service experience from you.

This could be a frustrating task but with customer data, you should be able to predict what products a customer could possibly be interested in based on previous purchases by other customers. If you know that a certain product is usually bought with another item then you can offer that to your customer by providing the pros of purchasing the items together. Using proper interaction you can prevent future complaints about user satisfaction and at the same time show that you care about that client to anticipate their possible needs,

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support? Contact us today!

Trends Changing How Businesses Interact With Customers

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform

You have a problem, and you need to know what it is, how to fix it, and where you can find the solution. That simple description is what the self-service commerce sector is about, and it has become a big focus for entrepreneurs, tech companies, and even financial service companies. The ultimate goal is to better serve customers and solve problems at the drop of a hat.

At its best, this type of service can quickly and efficiently solve customer problems. To get a better handle on how the self-service space is evolving, we recently put together a collection of how self-service support is chagning our clients’ businesses. With that in mind, here are Johnson’s predictions for the future of consumer self-service.

Demand for Business and Expert Content

One of the most promising parts of modern customer self-service is the ease in which customers can access highly-developed business and expert content. How customers discover how to solve their problems and know that they have accessed high-quality content is changing in accordance with the pace of change in business and the ways in which information and information technology are disrupting the way information is shared.

Rather than simply relying on an auto-populated search box, customers can seek out highly-scalable business and expert content both in the form of static, lightweight PDFs and e-books, as well as multimedia content of various kinds. And they can find such content not only through keyword searches but also through creating content that educating customers on what they need to consider.

Standalone Business-to-Business Content

For entrepreneurs, this rapid shift in content-customer interaction allows for more high-quality content to be delivered without requiring them to work through an intermediary sales or marketing lead or sales team. When the content, or the business that is going to deliver it, is more distributed across digital channels, the author’s responsibility is able to span across multiple channels.

The solution for this problem, and the one I expect to see grow most quickly, is the development of standalone content businesses that focus on the delivery of content on demand. Products that serve as a primary business unit, but with distinct independent products that aim at delivering content at a specific time and date for a particular customer. These standalone businesses can provide a true omnichannel experience for customers at any time of day or night, regardless of how they chose to consume content or when they happen to log in.

Empowerment Through a Social-Activation Approach

There is still a wide variety of interactions that businesses have with customers. Businesses have customer service representatives that can help them solve customer problems, knowledge workers who help customers find the answers to their problems, sales and marketing specialists who sell the best solutions to help them with their problems, and business managers who keep the company running. The vast majority of these interactions are fundamentally human, which could be an impediment in reaching customers.

Simplifying the interaction process by connecting customers to the resources that they need in a way that feels like it comes from a friend, and to the influencers and celebrities that they follow on social media, has proven to be immensely successful. Companies have found that increasing the usefulness of customer service reps, for example by having them respond to customers within milliseconds, has been extremely valuable in overcoming customer service bottlenecks. This influence in the form of virtual support teams and AI-assisted assistance has helped transform companies and their interactions with customers.

As the role of customer service representatives diminishes and the customer focuses more on self-service interaction, it is natural that businesses will look for ways to integrate into this change. Employees can do what customers can do, and such changes show that companies want to continue meeting the needs of customers for as long as they can, and that the employee-customer connection is at the core of what businesses want from their employees and their customers.

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