Why Every Company Must Invest in Customer Service in 2022

Before, customer service for many companies started as an obligation. It was something that was done just because everyone else was doing it. In today’s world of immediate connections and cutthroat competition, no one can deny the need for a company to have customer service support for their products and services. However, having a customer service department and proactively building well-maintained customer service as a means of company growth are two different things.

Starting from the basics, the most obvious reason for having customer service is giving your customers a direct line of communication with you. Most people associate customer service with problem-solving. Any problems with the product or services, a customer knows they can contact support to get their issues resolved.

However, good customer service goes beyond just problem-solving. It is geared towards providing customer satisfaction. The help desk is equipped with all the necessary tools and strategies to provide customers with solutions to their problems and goes beyond that to establish a trust-based relationship with the customers.

Building a loyal customer base starts with having an excellent customer service team. This team needs to be empowered and invested in. It is up to the company’s higher-ups to realize the need and understand the importance of having impeccable customer support, which is the main distinguisher between companies in today’s competitive market.

Let’s look at some of the best reasons you should be investing in customer service in 2022.

 

1. Cheaper Customer Acquisition

It is no secret that retaining customers is cheaper than acquiring new ones. Having excellent customer service ensures that your customers are coming back for more. According to Dimensional Research, 52% of the customers report making additional purchases from a company after a positive customer support experience.

But that’s not all. In fact, having a retention rate of only 2% can decrease customer acquisition costs by as much as 10%. These stats are not new but are even more relevant in today’s fast and saturated market. Companies are spending thousands and even millions on unique marketing tactics. By ensuring good customer support (that is significantly cheaper), you can reach and lock in more customers than your competition and retain them.

 

2. Representing Your Brand

As mentioned before, customer service is not just there for problem-solving. Your customer service agents are the main point of contact between your company and your customers. So, investing in their training and equipment should be a top priority as they represent your brand to the world in general.

When a customer contacts support and have a good experience, it is not just the individual agent that is regarded positively but your company’s name. Similarly, having a slow or a downright lousy response to customers brings your image as a company down. In a recently published report, 17% of Americans state that they are more likely to do business with companies having an excellent customer service reputation. So, investing in the quality of your customer service is imperative considering the massive influx of potential buyers to the market after the pandemic as well.

Additionally, if a brand can sell itself as a company that values building a solid relationship with customers, the better revenue it will be able to generate.

 

3. Happy Employees Means Happy Customers

We all work better in a healthy and progressive environment. Keeping your employees happy and connected with the company’s mission is the best way to ensure success across all departments. When it comes to customer services, this need is even more pronounced.

Since your customer service agents come in direct contact with the customers, they must associate with the company’s name and want to excel at their job. This passion can only be cultivated when these employees feel empowered and cared for. In fact, 80% of employees report that they work harder when their boss appreciates their work.

So, the road to customer satisfaction directly goes through ensuring customer support staff’s satisfaction.

 

4. Free Referral

Never underestimate the power of a “friendly suggestion.” Your happy and loyal customers are your best promoters. You maintain such loyal customers by offering fantastic customer service. Whether it is simple queries, quick problem solving, or personalized connection to repeat members, everything related to customers is done by your hard-working support staff. Customers that report a company’s customer service as “good” are 38% more likely to recommend the company to others, and 72% of customers are likely to share their positive customer service experience with six other people.

So, keeping the customers satisfied is a priority for every company, but it is only when the top leadership realizes the importance of customer service in building that satisfaction that a company can reap the benefits of this satisfaction loop.

 

5. Increasing Company Revenue

Organizations need to realize that having good customer support results in revenue growth. We have discussed how an effective customer service team helps marketing and sales. All these benefits are directly tied to an increase in the company’s revenue. According to Business experts, a company can only increase profits from 25% to 125% by preventing customer defection by 5%. This prevention can only happen through an exceptional helpdesk and a dedicated customer service team. Also, companies that offer a better customer experience have 4% to 8% higher revenues than the rest of the market.

 

The Bottom Line

Happy, satisfied, and loyal customers are not just acquired by chance. These relationships need to be first established and then maintained. This can only be ensured when companies invest money and time in their customer service teams.

So, from employees to tools and equipment, customer support should be a priority for all businesses in 2022.

Customer Support Platforms Are Driving More Revenue Than CRM Systems

Customer service is crucial to running any business. In fact, you can’t run a business without building a good connection with your customers, and maintaining that loyalty and ensuring you provide the best customer service to your customers, not just your offered product, is vital to succeeding in the ruthless business environment.

The importance of customer support was realized long ago. But the dedicated platforms and software now becoming integral to businesses across most industries, including small and medium-sized enterprises (SMEs), have changed the game.

 

The Importance of CRM Systems

Customer relationship management systems (CRM) have long been popular with businesses, especially in the B2B market. Their popularity was justified because they provided a holistic approach to strategizing and practicing customer service using technological tools.

CRM platforms offer cohesion among different business departments that use customer information at every point of the customer lifecycle.

From improving customer retention to bettering sales growth, all customer information gathered from different company fronts can be utilized to address customer concerns and use the compiled customer data for feedback and enhancements.

 

The Rise of Customer Support Platform

Even though CRMs provide a broad and integrated approach to customer service for the company, we are finding that customer support platforms are gaining popularity in the market and beating CRMs when it comes to overall revenue and business growth.

A customer support platform includes various functions that help customer service agents integrate valuable information, ultimately for the customer’s benefit, which is why we are seeing a rise in demand and acceptance of these narrower platforms compared to CRM approaches.

 

Why Have Customer Support Platforms Become so Popular?

Customer service or customer support platforms are dedicated to assisting customers directly. If CRM aims to integrate all relevant departments in using the customer data, customer support platforms deal with customer satisfaction, handling customer queries and doubts, and providing an excellent service experience to the customers.

The difference in the customer service included in most CRM platforms and dedicated customer support platforms is the intention to serve the customers wherever required, using all tools and methods available. The intention focuses on the cause instead of having too many boxes to tick, which can often be the case with a large CRM platform. Too many bells and whistles and a divided focus can be detrimental to the initial cause of customer support.

 

Introducing the Helpdesk System

Having a customer service department as a part of your business strategy is no longer sufficient for total customer satisfaction. Companies have to provide support to customers whenever required and be proactive in predicting potential issues to build a connection based on trust and confidence. One such feature of a dedicated customer support platform is a helpdesk system.

A helpdesk system is a cloud-based or on-premise software designed to assist the customer service agents of a company serve the customers effectively and efficiently. It can seem like something already part of the large CRM platform, but there is a significant difference between them.

While the CRM system helps the company use customer information for company progress, the helpdesk tool actively uses the information to aid the agents in delivering improved customer service. According to Microsoft’s Global Report, more than 70% of customers express they expect and want customer service agents to “know who they are, what they have purchased, and have insights into their previous engagements.” Helpdesks in a dedicated customer support

platform and other tools help agents achieve just that and make sure the customer builds a connection with the customer support staff instead of just using the service as a last resort after encountering a problem.

 

Customer Support Platforms – A Brighter, More Successful Future

Customer relationship management systems provide excellent tools and strategies that help a business use technology and customer data to help strengthen their market presence and make better products.

However, a relationship first needs to be established in the first place for this data to be useful and for the company’s growth to begin — and that is why more businesses, especially SMEs, are opting for more specialized and dedicated customer support platforms than relying on an all-encompassing CRM platform to also cater to customer support avenues. There is a reason that seven out of ten U.S. consumers report spending more business money with companies that deliver an excellent service. This great service started from their first interaction with the company. Whether it is through a query or a direct purchase, the customer takes a significant step by putting their trust in the company. This trust needs to be nurtured through personalization and human touch.

While you can achieve many great things with CRM platforms and reduce potential customer churn, the fact is that you need your front-line warriors — your customer support agents — to be well equipped to deal with the customers productively and efficiently.

This shift in the industry from only valuing the product to now expecting excellent customer service is a fact of our time and is likely to prevail in the coming years as well. And customer support platforms are taking the lead in improving customer satisfaction on a global scale.

5 Steps to Improve Customer Support

Every business seeks to improve customer support for customers who are the best and most valuable to the brand.

And every business has a second set of customers who are the best and most loyal to the brand but who might also be a bit less valuable.

Your best way to capture and retain both sets of customers is to invest and improve customer support.

Customer support works for both types of customers, but there’s one thing that separates them: A great customer service culture. And it can go a long way toward improving your bottom line.

You can have a killer customer support culture in your company without getting fancy. If you look at your customer support data from the analytics side of things, you’ll see there are a lot of actionable skills and behaviors that your team has that could be scaled up.

But we often hear business owners say, “I can’t afford to train my customer support team” – which is often the underlying belief of most small business owners.

The cost to improve customer support and training a remote team is often very low, but having a basic training program built into the organization from the beginning is the only true path to customer support success.

When new customers come through the door, it can take an extra minute for a support representative to kind of nurture them into a loyalty brand advocate. So, you don’t want to set up a support team that is ignorant of products and services and can’t then reinforce a user-friendly brand experience.

Instead, look at the bulk of your inbound communication as a customer onboarding process. You’re going to want to prepare and train your people to come to your consumers as experts in your brand and in your products and services – but a great customer service culture starts well before those people become members of your team.

Every support representative brings some kind of unique attributes that make them uniquely suited to help your customers. And with real customer experience leadership the organization can scale insights up into employee behaviors, communication, knowledge management and improve customer support.

A unified customer support framework can dramatically increase both customer success and revenue growth. You don’t have to hire people at every individual level for the support organization to be successful.

Luckily for you, there are platforms like Supportbench to help you grow your brand and scale your team in a way that gets results. Even “shy” teams can be refactored to deliver a better experience – and then scale up as needed. Now is the perfect time to get training right.

A lot of high-growth companies are growing their customer support teams, but they’re also ramping up their engagement platforms to support a growing customer experience.

Your business can succeed while never losing its long-term focus on customer satisfaction and value to your customers.

The road to a customer-centric company begins by better understanding the interests and values of your customers and making every interaction with them feel more relevant. Following an agile, iterative approach to customer support can help you change how and where you support your customers to support that effort.

Here are five tips to foster a winning customer service culture:

1. Listen to your customers

Listen for and actively invite feedback from your customers to understand what’s important to them and uncover opportunities to improve how you provide service. Have your customer success team play active listening to customers as you work with them to understand the performance of your products and services, identify and solve recurring challenges that may be preventing customers from reaching their goals, and better predict the next level of conversations and service visits.

2. Understand the business and your internal infrastructure

Employees, product, and business teams all have different operating requirements and goals. People are passionate about their products and services; sales teams are very motivated to increase bookings.

Sellers are incentivized to make a sale and keep their commission as an indication of product success. There are many factors that come into play that affect your service team’s success that vary from the needs of your product management team to employees’ affinity for technology and customer success resources.

Before you can help your customers, you need to first build up your customer support team to adapt to the needs of your organizations.

3. Don’t be too rigid

There are many good reasons you want to offer the highest level of customer support you can, but you need to implement a plan that works in all departments. Start by hiring for who you want to be.

When you have your ideal customer, go for it!

But not all companies want to attract customers that way. Help as many as you can, but remember that your customer success team isn’t set up for fixing problems.

Be flexible and have a plan that uses a consultative, “we’ll explain your problem to you” approach instead of a one-way mode where they’re filling in every single need the customer has with solutions.

4. Use metrics to guide your conversations

You’ll quickly discover that there are many metrics to keep in mind when working with your customer support team. Talk to your customer success team about what metrics matter most for them so they can improve customer support.

Develop a communication plan to identify bottlenecks that could limit speed of resolution. Build those metrics into your employee performance and evaluation plans to improve customer support.

5. Focus on quality

The easiest way to take a task off your plate is to eliminate it completely. If there’s something that you’re spending your time on that isn’t worth it or could be done quicker, start by reducing the frequency of that conversation. Make a plan to track all feedback and help sell solutions instead of solve every customer ’s issue.

Supportbench 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 take care of your customer from start to finish

Find out more about how you can take care of your customers and become a top industry player by presenting your innovation in a compelling way.

We’ve compiled tips on how to plan the best customer experiences for your organization. There are a lot of different ways to create excellent customer experiences.

But here’s what we’ve found is the best method:

Incorporate ‘conversation-centric’ thinking into your product design

Know the questions that your customer will be asking and answer them. Understand the customer’s needs by focusing on those core needs before thinking about any elements of the experience.

Conduct digital surveys

One of our customers used Amazon Kiva robots to collect customer preferences. Our customers’ service, which develops video conferencing systems, utilized Kiva’s speech recognition technology to create computer-generated responses. These responses were then used to build customized consumer surveys.

Use data analysis and intelligence

Data-driven behavior change should start with intuitive, sustainable features. Support teams evaluate which features are attracting and retaining customers in real time and create customized product features based on customer reactions and take care of your customer.

Cast your net wide

Create lists of target audiences and use the insights to create rich and engaging content. Don’t just focus on your own market — think about other customers, market segments and existing media use.

Use content that encourages conversation

Intentional content facilitates the ‘ask-ask-ask’ exchange. Start early with survey questions. Your team need to understand the intent of the user and continually test interactive content to make it more effective.

Keep it simple

Make it quick and simple for customers to take advantage of your service or product. Be sure that the interaction is straightforward and use easy-to-understand customer journeys to guide you through your customer journey mapping process and take care of your customer.

Set clear objectives

Define clear customer outcomes and measure results. Focus on the needs of the customer and draw from this information.

Make it happen

Promote your service and product and actively encourage the customer’s participation. Set a frequency of contact to enable your team to get to know the customer more and make them feel valued and valued for their ongoing engagement.

Make it that way

Don’t anticipate customer objections. Don’t try to be perfect all the time — learn from your experiences and make adjustments as you go. Also, be mindful of attrition rates — don’t get pushed to focus on this too much.

Invest in ideas

If you use a client facing technology, consider your team’s ideas. Creative projects are a great way to change your attitude to ideas — and maybe add to them.

Build a sustained value proposition

When delivering results you need to persuade your customers why you are worth the price. With the internet, everyone can shout over your deliverables. Spend time to get to know your customers, listen to their needs, and use this to your advantage. Set a service expectation to properly take care of your customer.

Provide a service expectation based on your customer’s relationship with the company — how do you measure this? How do you make sure that you are delivering this consistent experience day in day out?

Look at complex issues

Find out what ‘the way things were’ looks like, especially in complicated scenarios such as demographic data, market segmentation, geography and technology trends. What are the various ways to deliver better business outcomes if you can bring complexity to the table? Then set steps that build the structures for this.

Be innovative

Look to the latest technologies to create better customer experiences.  Undoubtedly, you’ve learned something during your eight years building your platform. So you know the tricks for delighting your customers.

But what about the dirty work? When you talk to your customers about how they think your service should work for them, how do you know which stories and techniques really matter? When you catch customers doing great things, you know that there’s still plenty you can do to empower them to care for your users.

Take a step back and answer these five questions to understand what’s working for your customers:

1. How can my customers use my service to help them achieve their goals?

What are your customers’ top priorities? Know which features they’re using to achieve their goals. Try out Supportbench’s platform to find out which features are particularly useful to your customers. Think about the features you could add.

2. What differentiates my customer from the competition?

We have our customer personas in place, but you still need to examine how your customers behave. Study successful companies and think of the customer as a whole – which features fit most naturally to the culture of your company?

3. What is success like for my customer ?

This is probably the most important question.

Take a step back and think about what success looks like for each member of your company – it might be a goal or objective, or simply making someone’s lives easier on a day to day basis.

4. What is success for me?

Remember to build this question into your plans – make sure you can measure your own success, otherwise you may feel like you aren’t making progress towards your goal.

5. How do I have the power to influence my customers?

This question is about empowering yourself and seeing who you can influence. Think about how can you bring additional value or delight to your customers experience.

Supportbench 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 and take care of your customer? Contact us today!

The Importance of Customer Feedback

Try to nail your first one as you get started, then expand your customer experience across the rest of your customer base. Whether it’s using technology to enhance your customer experience or a discussion starter campaign, there is a whole slew of customer feedback to make sure your website is leading the way.

Here are six things you need to keep in mind when creating a delightful customer experience:

1. Customer service should extend beyond the website

The website should be a great starting point for creating a customer experience, but it shouldn’t be the end of it. You should always try to touch customers’ lives beyond the website. Take feedback online, offer multiple choice options in surveys or use a chatbot to speak with customers in more convenient ways.

Additionally, do keep in mind the customer’s journey from customer decision-making through customer service.

Want a better understanding of what people are thinking about your brand? Delve into customer feedback data and try to identify the phrases, feelings, impressions, and conversations your customers have with each other while they’re experiencing your brand.

2. Navigate the Customer Lifecycle Strategically

To create a memorable customer experience and ensure ongoing engagement, think through the customer lifecycle with a long-term view. Understand what your customer wants in the first moment and what they want in the future before you start your conversation.

Then serve them in a way that gives them the best chance to purchase or become a happy customer. Look at past success stories from your customers, determine which issues are most relevant to your business model, and design your customer journey to align with their feedback. For example, for a lending software business, if you wanted to acquire new customers, you would conduct in-depth interviews with potential borrowers, ask them about their financial goals, and measure their financial performance over time.

3. Create a repeatable sequence that sells

While there’s nothing wrong with giving people product ideas on a whim, offer a consistent and clear selling sequence that mimics this essential marketing principle. Not only is this incredibly valuable to your customers, but it also allows your content to generate unique user value, automatically aligning your content with what people find meaningful.

Put yourself in your customers’ shoes and identify your unique selling point.

4. Market your content when your customers are talking

Everyone loves content, so all you have to do is offer up unique content to people who are thinking about it. The magic is creating relevant content for people at different stages of their customer journey by examining conversations that your brand is already having on social media.

You could compile a wealth of knowledge that you can spin into engaging content for your prospects, and use a simple algorithm to promote it to people waiting for more information.

5. Create a Conversation by Starting Conversations

Be proactive in your customer experience by creating a conversational tone so that you can both get more interaction with your customers and maintain control over your brand’s reputation. If your customers notice that you’re being proactive, they may start using their questions to convey their own thoughts or turn them into delightful content. Mention key topics of interest during a conversation with your customers, encourage questions, and respect their privacy by not sharing any confidential details.

6. Cultivate a customer community

Community members can boost a client’s visibility on social media, create anticipation around events, and even promote your brand to highly influential individuals. Those customer s can also participate in live Q&A sessions, recommend your products and services, and become advocates for your brand.

Over the past year, we’ve worked with our customers to create a number of experiences that are amazing, and that ultimately lead to happy customers. The following are our Customer Success success tips and insights from observing these experiences. Approach the customer in the most impactful way possible

The best customer experiences live up to the name, and then some. They’re emotional. They tackle problems in some creative and innovative ways. Whether it’s a simple thank you or going above and beyond to delight a customer, crafting messages that force a customer to open their eyes and give a soulful response, can lead to something extraordinary. We urge our customers to take this tip to heart, and to approach every customer the same.

When creating customer experiences that deeply delight customers, make them feel they have truly been listened to, and that you’ve understood their needs. Let your problems speak for themselves

The great thing about creating better customer experiences is that customers are happy to share them with others. When creating customer experiences that are easily resonant with customers, they are more likely to share these with their peers – customers beyond your customer base. This means a better customer experience can eventually lead to greater success. Our customers make excellent use of these experiences to increase their growth, including the post-incident customer experience; ensuring that customers are brought back to their desired action following a product transition; and helping to increase repeat customers. Deliver complex, repeatable customer experiences

Customer success managers often struggle to stay on top of their customer’s needs, because they need to try so many new things to drive the greatest impact. This is a natural part of starting a new company – and the importance of having that variety of customer experiences – but, it can still mean that your efforts can fall short.

A good customer success manager will be able to automate a customer’s interactions with your product by implementing and testing many different customer experiences. They should also be able to provide hundreds of new versions of the same customer experience that they’ve tested. For instance, you could use your customer’s complaint feed to provide a whole new, specific customer experience – without any of the work of attempting to generate new problems. Provide support for a longer period

Once customers are happy with your product, it’s important that they stay committed to your product. We must advocate for product adoption from the customer in the form of frequent self-support and training, and they are much more likely to stick with your product as long as you make every effort to help them along the way. It is also important that customers are able to seamlessly transition their support needs between solutions – particularly post-incident support. They should see no need to jump between products or training channels in order to obtain support, and even in the event that they need more support, we aim to educate them using Customer Success to ensure they are able to find the right person for the right support.

Continue to review, and reflect on these customer experiences as they happen

Most of the customer experiences you create with customers will never be perfect. We encourage our customers to take the time to constantly review, and evaluate their customer experiences. Regularly capture and document customer feedback, which should focus on both the process and the outcome. You should always encourage direct conversation with customers, so your Customer Success team can work through their conversations and provide any insights that may add to the customer experience. Once you have the feedback, use it to inform next steps – but make sure to focus on gathering and recognizing the insights that tell you what is working well for your customers, and what isn’t.

Our Customer Success team is designed to play this role, which is an important one.

Supportbench 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 and get reliable customer feedback? Contact us today!

Customer Feedback is Critical to Customer Success

Does the word “customer success” even make you cringe? If you say it a lot, you know that even though it feels nice to praise your customers, the “thank you” can feel empty. With that in mind, it’s no surprise that what mattered the most to a customer is providing something of utmost value. In customer experience management, feedback matters.

We conducted research with the relevant sources, such as customers, analysts, and researchers; and designed a dozen customer surveys, with content that combined detailed questions, applications of observable behaviors, and social media in order to improve customer success.

These surveys, along with every piece of content created for customer communication, were then developed to reflect the following customer-centric metrics and insights:

Retention: Is the experience your customers have with your organization consistent with their feelings of a strong relationship?

Customer Satisfaction: How will your organization’s actions enhance your customer’s lifetime value, and will it be worth it for a business with only 100 customers to pay for the lifetime value of one customer?

Sales Opportunities: Do customers leave your business in large numbers because they encounter their best opportunities elsewhere?

Vision: Does your organization have enough leadership clarity, resources, and vision?

Innovation: Are your customers adopting new systems and processes when they realize you don’t offer this feature?

Data-Driven Approach: Is your organization committed to providing the best outcomes for customers with the right data, facts, analysis, and outcomes?

Connections: Do your organization’s customers feel heard, understood, and believed in?

Visionary Leaders: Are your organization’s leaders courageous enough to trust the customer and to think long-term about the future of your brand?

Providers: Do customers perceive your business’s providers as allies or competitors? If you’re new to the concept of customer experience management, or if you’re new to online customer engagement, we have some suggested ways to get started.

We also give you a glimpse of what we’re doing to help other businesses succeed, alongside our customer success centric approach for every page of a blog post.

What if you could create exceptional customer experiences with less effort?

Not possible? Better use existing customer data to offer customer actions that seem more convincing and have better chances of customer satisfaction.

We’ve all had those customer experiences – that annoying, ill-informed person who just won’t make a change despite the experience being horrendous. Or let’s say there are many issues and the issue with each person is different, so to say that there isn’t one right solution is to do a disservice to the customer and it’s customer success metric.

It’s a problem that all businesses face when trying to think of valuable customer insights that can enable better business decisions. Reality check

Research analyst IDC stated that the potential value of a customer experience is $117 for each dollar spent, and a new report by Forrester found that companies with an exceptional customer experience win 73% of their customers back, while losing only 8% of their customers.

They found that in order to create better customer experiences, businesses need to have customer data available to them from the very beginning. More than three quarters of companies surveyed said they had some kind of customer intelligence product and software to collect and analyze customer data and improve customer success.

Different businesses need different solutions in place to drive better customer experiences. Plus, they are not simple to implement and could be expensive, which most businesses simply do not have time for.

Fortunately, there is technology out there to help business understand their customers better.

Supportbench has a growing ecosystem of solutions that businesses can use to enhance their customer experiences, taking customer feedback even further. Supportbench works by building and connecting experiences with businesses across multiple channels and to various companies in real-time.

We are confident that if you are currently using a customer intelligence solution, you are missing out on the benefits of this technology in order to drive better customer experiences. Make the most of customer intelligence

The answer to creating exceptional customer experiences is giving customer insights a chance to shine. Whether that means identifying marketing shortcomings or finding more relevant ways to connect a customer with the right employee when a customer has specific issues.

We work with the top brands in the world to create great customer experiences, from 3M to Budget and these companies are setting great business goals by creating insights that can help them do just that.

Here are some of the top ways in which companies are using customer intelligence software:

When it comes to implementing new features, Supportbench creates customer success solutions that embrace the philosophy of moving fast and breaking things to understand how people are actually using the app. By helping a team understand what a new feature needs to do to ensure success, businesses are able to take steps to protect their customers and drive improved functionality. Intercom users are able to put customer insights into action through real-time action actions. Identifying and improving applications with customer insights can help increase work efficiency and reduce time spent on manual tasks. Transform a customer experience by continually learning from user feedback.

As a result, you can solve multiple critical business problems, making it possible to turn failures into successes and failures into discoveries.

Supportbench 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 and build customer success? Contact us today!

How to Boost Your Customer Support Team Performance

Your company’s customers should benefit from a culture that expects them to succeed in their efforts to purchase from your customer support team.

A winning customer service culture implies that people that work for your company have a highly flexible and approachable attitude towards providing service to customers. In turn, this will not only cause your business to grow, but it’ll also result in your customer base becoming more satisfied with you and your customer support team in a unique way

Knowing how to build a winning customer service culture in your company will be essential if you’re looking to attract and retain clients. However, there are plenty of things that you can do to ensure that your company’s customer service culture is seamless.

It starts with building employee engagement

Employee engagement is extremely important in the workplace. As the saying goes, people buy from the people, not the company. Therefore, if you can deliver a high-value customer experience to your employees, then it will lead to other benefits that you can’t anticipate.

This includes lower turnover rates, higher productivity, and improved customer retention. It can also mean making more informed decisions within your customer support team, further increasing the effectiveness of your marketing and sales teams, and even reducing technical challenges you could face while trying to sell something.

Therefore, it’s important to build employee engagement into your overall strategy for creating a winning customer service culture. This will help you to expand your business through existing and potential clients. When you can keep your current employees more engaged, you can be sure that they’ll share your vision of your company and work toward improving their business processes.

It’s also vital to have some sort of employee training program in place if you want to build a winning customer service culture.

Train your employees on processes they’ll find easier to use as well as on the available tools they’ll need for their work. For instance, you should have an in-house training program for employees in customer service and sales so that they can provide you with a consistent quality service.

For example, the team at Windmill Foundry, a solar integrator, claims that their customer retention rate has increased by nine percent thanks to their customer training program.

It also pays to run some internal surveys to gauge what the key issues of the organization can be improved upon. Ask staff about their level of satisfaction with company policies and procedures, which can be found on the company website.

Ask employees what their customers want to see more of and it can show you what your company’s goals for building a winning customer service culture really are.

A great way to streamline processes and make your customer service department more effective is to find a customer service platform like Supportbench, that can help you automate and streamline certain tasks. A customer service platform can be set up to handle particular tasks, such as responding to inquiries or writing orders, and when used correctly, it can boost your productivity as well as cut down on other employees’ work time.

This could be valuable if you’re looking to automate tasks that are unrelated to core business tasks such as responding to customer queries. We see our customers use the Supportbench platform to help streamline a number of different tasks:

Chat – This conversational tool facilitates online communication with your customer support team using text or email, and you can set it up to handle the majority of your customer service inquiries as soon as they appear in your inbox.

Schedule appointments – By messaging a user’s mobile number, it can let you schedule appointment reminders via email.

Require users to pass out documents – It’s just one of the many ways you can use this system to automate everyday tasks.

Contact the customer – It’s smart to ask customers when they’re free for a meeting or should they give you a phone call.

Visualize and plan – Gather the feedback from employees, customers, and other stakeholders to build a future plan for how you’ll improve customer service. This will then allow you to identify the areas that need improvement and will help to improve the customer experience.

It’s important that you’re continuously reviewing these processes, processes, and standards to improve customer service. This is especially important if you’re running a call center. In fact, if you regularly make changes to your processes, then it’ll be much easier for your customers to tell whether they’re getting a quick, successful response from your customer support team.

In summary, a winning customer service culture involves a lot of communication between your employees and customers. Alongside improving processes and systems, the use of customer training, employee feedback, feedback from consumers, and automated systems are all key factors in developing a thriving company culture.

Supportbench 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 and build a customer support team? Contact us today!

How to Build a High Customer Health Score

Modern consumers have become increasingly aware of the number of experiences they need to have before they will purchase. If you want to build your customer health score high, you must approach customer health as a cohesive, and thoughtfully considered the issue. Such a review should not be treated as a knee-jerk reaction to anything you do. It is about building a 360-degree picture of your customer’s experience with your business.

This means finding out what’s really important to each customer. This is not only helpful in eliminating problems in the long run but also gives you insight into how they feel about your business.

Customer health cannot be recorded in one easy-to-digest area, but it can be broken into five main areas including things like service level, pricing, and product packaging. Whatever your customers are looking for in your business, find out what it is, and work to deliver them. The results will be rapid and, in turn, sustainable.

A whole universe of factors go into building a customer score. It’s not possible to track every customer, so the next best way is to hire a customer health score consultant. Consultants have spent time and work to help companies unlock the value of customer scores in order to create valuable customer experiences.

Making the customer happy equals achieving a strong score. Being a long-lasting customer is the goal. All a business can do is put the customer at the top of their list, and then see where else they can improve.

What are the five key building blocks for building a customer score high?

1. Compare your activities to real-world guidelines.

Did you know that a customer health score is about 4x as important as customer satisfaction? What most people don’t know is that small businesses must act as customer service experts at all times. A small business can do nothing to lower the minimum value of customer score but still build a higher value by applying the right strategies.

Be aware of your customer’s feedback, and make improvements accordingly. Looking at standard metrics such as email delivery and phone conversations is a great place to start.

2. Assess your brand goals.

Customer satisfaction is not about which product has a negative return on investment but about growing a profitable business. Being the best in that product category is not the key but about ensuring your competitors stay behind while you grow your customer base. By understanding your goals and building company models around them, you will be able to create a sustainable customer health score high that will appeal to your target market.

3. Target the customer’s expectations.

Maintaining a positive experience with a customer will be an uphill battle if you don’t listen to their true needs. Like other customers, they should be made aware of what is most important to them. It’s not about arguing about the product, but finding out what matters most to your customer and serving them accordingly.

4. Be a partner in their growth.

Once you have worked out your ultimate goals and an appropriate strategy, help your customers meet them through your marketing channels. Your communications are just as important as your products to solve customer problems. The more resources you give a customer, the more satisfied they will be, making you happy, and the happier your customers will be.

5. Align your objectives with your customers’ goals.

Engaging with customers when they are figuring out what they need from you is key to making customers happy and hard to ignore. Clients often have well-thought-out plans of how they will grow the business, and often find it hard to let go of these plans. Your goal should be to help your customers stay aligned with them and grow the business through you.

SupportBench makes it easy to get the whole team on board in helping deliver Customer Service and increase your brand’s Customer Health Score.

Our platform 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!