Customer Service Complaints on Social Media Gone Wrong

So someone made a mistake and responded poorly to a customer service complaint on Social Media. What will you be able to do to make things right? Is fixing it even possible?

Crisis Management for Customer Service Complaints

Today, complaints are received through social media and traditional channels. And as a result, it’s harder than ever to step in and help the customer.

Of course, it’s still the human’s duty to respond and as a service provider, it’s your responsibility to help the customer. Of course, unless there is legal liability, doing so is also generally beneficial to the brand.

Since your customers are likely shocked at being criticized online, you’ll want to start your mitigation strategy well in advance. Don’t forget to include information about rescheduling your phone call or meeting the person personally. In fact, sometimes you’ll want to reach out through social media. If you can only resolve it by tweeting, perhaps it’s time to tweet out the inquiry to the company at your name for their sake and to your satisfaction.

When You Won’t Even Be Able to Say No

When a customer does reach out on social media and you can’t help them, you might be able to solve it with professionalism.

So how can you support them when you’re not even able to get in touch? From here, there are some steps you can take to resolve their problem.

The first is to respond quickly. If you can find out who wrote it, the second option is to handle the problem internally if possible. Finally, it may be time to consider taking the situation to a customer service manager who is knowledgeable in this exact area.

Mistakes Can Happen

This is a huge misconception when it comes to customer service. As a matter of fact, mistakes can happen all the time with customer service and you won’t be able to avoid them. But the fact is, they can be avoided to a degree and this is why it’s worth taking a look at what else can be done when a customer service complaint is called out.

Manage the Relationship

The first step is to simply apologize. You can also show them that you take their problem seriously. Understand where the issue occurred and then talk about what you can do to resolve it. It’s a good idea to address the issue with the customer as soon as possible. If you can find out who it is who brought it up, you can address it quickly as well. Do Your Homework

Once you’ve addressed the problem, it’s time to research the issue. You may not be able to fix the problem immediately.

Taking time to research the issue will show the customer you have a good idea of what you’re dealing with.

Listen

When the customer realizes how much effort went into addressing their concern, it will be hard for them to walk away. They’ll feel like you got their problem resolved. Remember, you should never try to resolve the situation unless you can. So keeping your word is a good idea.

It’s not a Guarantee

There are chances that you may not be able to resolve your customer’s issue easily, especially if it is outside your job description. This is why it’s so important to reach out to a customer service manager when this happens.

As a matter of fact, customer service managers can even save you from making common mistakes. When you do reach out, they’ll be able to handle things more professionally than you could. Keep in mind, handling a social media complaint is not a one-time deal. So, always remember to keep in mind the above steps to handle a customer service complaint.

Discount

Taking care of the customer is more than just writing a review, taking a picture of the issue, or offering a discount. Treating a customer well means ensuring they’re satisfied.

Therefore, don’t just send a message to them but instead take the extra step of having a face-to-face meeting with them. Or even better, get a dedicated counselor to help them on their own. It won’t cost you anything to set it up for the service managers to handle it. That way you can deal with the problem before it escalates.

One Tip

As a business owner, you’re in charge of keeping the company afloat. However, you also must remember to treat your customer s with respect and dignity.

Disrespecting them, speaking poorly about them, or alluding to their problems will not reflect well on your business. In other words, treat your customer s as you want to be treated. Do not underestimate them or make them feel like you are treating them with contempt. But if you truly want to win their business, don’t make them feel like that.

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!

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!

Digital Transformation for your Customer Service Channels

In the modern business world, human beings are progressively being driven to be users, not only in their work but also within their personal lives and work through customer service channels.

Within a decade, almost one billion people will be interacting with the web, with human resources, with sales and promotions.

Why? Because virtually everything that becomes the communication medium of today will be influenced by the digital medium.

This trend will not go away until something innovative happens with the organization. Of course, some organizations are dealing with a more-than-hopeful attitude towards digital transformation and reinventing the way their own work is done.

This could have as much to do with the fact that organizations are in the best position to adapt and benefit from the coming changes.

But sometimes, when the truth is not well known, it can actually be a positive. Consumers, as a relatively large segment of the global population, have grown accustomed to a more-and-more complex flow of information and communication, and good organizations will be able to successfully implement such changes. But technology often leaves them confused, wondering where to begin, and how to get there.

Making the necessary decisions regarding the terms and functions of people, processes, and innovation that should be integrated in everything we do will definitely go a long way towards improving the overall experience for our clients.

As some organizations will soon discover, the best way to get the required performance improvement is with collaboration and collaboration technology and programs.

Working with a customer-centric team and team member, all the necessary information is shared freely and the operating principles are reflective of each company’s individual industry, market size, and its readiness for digital transformation.

Traditionally, organizations involved in customer care and the customer experience have been very isolated from their corporate corporate communication. Instead, organizational practices are a naturally lower priority within an organization, and it is now more important than ever that the organization is able to keep up with the changes that are changing our culture and altering the direction of our businesses.

To engage and leverage the knowledge and skills of those in the customer care team as integral to the success of their mission, organizations require to be more open with their communication. It is also important to use third-party developers who can teach us how to adapt our functions for the digital age. The best way to do this is through the development of innovative technologies and automation tools. What is required is for all stakeholders in organizations to work together to share and learn.

And to continuously identify challenges and opportunities and take action to address them, thus making the services they offer more user-centric. Because new and innovative approaches are continuously replacing those which are tried and tested in the past, it is important to be able to adapt to these new technologies at a rapid pace.

Most IT departments are good at continuous learning, as well as internal departments are good at short-term learning. But for organizations that have been in the customer care business for a long time, it is also important to be able to continuously look at current and future products that are ready to be integrated into all systems and methods to keep up with the current needs of our customers.

How will a technology entity be able to deliver the best-in-class service experiences to its customers? The answer, as many will be shocked to know, is through digital transformation for customer service channels.

When digital transformation is embraced by the leadership of an organization, all facets of the organization will be considered and transformed in ways that will help ensure the business as a whole is not disrupted. The process of digital transformation must become a priority to meet the demands of our customers and employees.

Learning and Collaboration tools are truly pivotal components of successful digital transformation. It is important to put them to use in all areas of the organization , both in customer care and in driving progress.

The digital transformation process starts with designing, identifying, and testing new solutions. In the IT department, IT needs to be at the heart of the decision-making process around the future software that will affect everything from systems, processes, and technology.

The IT department, therefore, needs to be adequately equipped with the tools needed to ensure that the company will have a best-in-class digital experience.

Digital transformation programs are more powerful when implemented at the national and local levels and involve the entire organization , with people, processes, and technologies being transferred to the customer service unit and across to applications and processes across all businesses. Many organizations have opted to have all stakeholders involved in all aspects of digital transformation, from the IT to the teams that deal with corporate communications.

The final word on all these aspects is that of all its stakeholders, which needs to be the customer care team. In order to make the necessary impacts and achievements, it is also important to take the learnings, adapt the approaches used, and apply them across the organization.

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 drive better customer service channels? Contact us today!

Leveraging the Power of Proactive Customer Service

The first step in resolving any proactive customer service complaint is to set up a relationship with the company. If your company employees are always calling, emailing, or texting complaining customers, their relationship with you isn’t ideal.

They’re the only ones who know your company’s standard and want to make your business an easy place to work. The first step to fixing a customer ‘s relationship with your company is establishing a relationship and asking questions.

1. Set up a system to investigate complaints.

Make sure that your company is taking the time to set up a complaint investigation process and make sure you have a system in place to hand it out to customers when they call in a complaint. The complainant and the first party will be the focus, but as a business owner, your company must be on the same page.

Use different timelines for different parts of the investigation. For example, if a complaint is called in at 1 p.m. and you’re still late to the office at 6 p.m., they may still get support from you. “Set up a system for monitoring actions you take to make complaints less likely to occur in the future,” says Michael Schneier, Head of Operations at Hilliard Brands Group. “This allows you to take proactive steps to address issues in a timely manner to make those complaints less likely to occur in the future. “

Take notes of what your employees are doing, and reference the written procedures that specify when and how they will respond to customers who have issues. In addition, find ways to assist the complainant and make sure that they have a voice in the decision-making process.

Take notes of what does and doesn’t sit right with a company representative.

2. Stand behind your IT systems and procedures.

We’ve said it before and we’ll say it again: IT should be the first line of defense for your company. Your IT department should be aware of everything that you are doing to your customer service infrastructure. “To the extent that your IT is present and helpfully supporting your company , your customers will hopefully be benefiting,” says Jason Park, Director of Operations at Freshness Software, a provider of software solutions.

3. Track complaints internally.

The same goes for customers. They need to be aware of any problems they have with the customer service process. This will be the first step in resolving the customer’s relationship with your company. Locate the complaints that your customers have to go through and track what happens within the system, according to Park.

When your business is ready to address the complaints, the issue can be identified, either as “happy-hour” or “problem-solving” depending on how the customer does their job, say the experts.

Do this before you write any notes or recommendations to your manager in order to improve a proactive customer service

4. Respond quickly.

If you don’t find your customers’ problems solved within the first 24 hours after receiving a complaint, you’ll need to be fast to solve the issue. There’s nothing more annoying than waiting several days for help to arrive or when they appear to be receiving a lot of complaints. These excuses will generally be unfounded, and if a customer can’t be right all the time, they’ll turn to you.

5. Show your understanding.

If your customers keep complaining and the brand doesn’t understand their concerns, or even tries to hide them, your customers aren’t likely to keep coming back. Some companies don’t share their real feelings when dealing with customers, but your company should do so. If they don’t, you should respond to them often and without the need for intermediaries. If a customer does call your company in a complaint, let them know the truth.

Even if they feel helpless, they can still voice a concern and you will hear back.

6. Refer questions to other departments.

If a company starts to have issues with their customer service, consider outsourcing some of the skills they’re hiring as employees. You should also get help from other departments that can help you develop an appropriate response for customers.

7. Be transparent about situations.

When a company gets ready to fix the same issues with their customers, it’s important to give them some time to react and test their processes. They’ll likely have a lengthy message to send, so it’s important to notify them as soon as they have their first feedback.

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 proactive customer service? Contact us today!

Saving Time with Live Chat and Self-Service Tools

Saving Time with Live Chat and Self-Service Tools

Software companies face two key challenges that go directly at the heart of satisfying their customers’ needs and existing clients’ expectations.

Customers have greater expectations than ever before. In many cases, customers ask questions with greater frequency, and with today’s technology and social media platforms, customers have the opportunity to leave a negative review or a negative review for any software-as-a-service or cloud based product.

Software companies need to be more aware of how to react to these situations, and what a potential negative review is worth to their product, their current customers, or even their future potential customers. While on the company website, there should be a system for reps to chat with customers to call their attention, direct them to a contact form, and then ask them to complete their feedback, which can actually increase sales.

Customers are more likely to trust recommendations and product recommendations from the people who understand their need. People have a set of expectations that they want to be fulfilled, and software companies can help them meet those expectations at every step.

A customer-support process can help sales, and it should be integrated into all software tools and company websites. A self-service process allows customers to interact with a software company in a way that is beneficial to them, and gives them a better end-to-end experience for their needs and their questions. If a customer encounters a problem, they can address it immediately. A self-service process also allows a customer to ask questions from any available service rep and with live chat their question can immediately be answered.

Benefits of Self-Service Tools

A self-service tool or website definitely pushes the ability to generate sales without wasting time especially if it has a forward-looking interface that can be easily navigated by customer. Offering self-service via your website is an excellent way to promote your business and retain your most valuable consumers.

This is not some super complicated new technology, self-service is simply a new way of doing things on your website. Now that customers will not have to touch the product at all, they can just type a question or state their need to speak with a specialist, or even look over a vendor’s product and receive immediate assistance. This new way of doing things is being welcomed by customers around the world. Customers today have different demands from self-service, as they become more accustomed to the idea that having getting a response from their queries does not take long.

What Your Site Should Offer

There are all kinds of options to make your website a more attractive for all of your customers. Aside from a simple but attractive design, make sure you keep your website private and secure so customers can put their trust on you.

Your customers expect a better service from you in the future. You should make it easy for customers to call in, it’s one of the best things you can do for your business — to make sure your customers feel comfortable with you and your customers. With the help of customer reps, you can offer your customers a better product experience, which translates into better returns.

Self-service is a very important force for good business especially if you suffer from the lack of service staff. Having staff on the phone and trying to fix something at the same time is too tedious and require more manpower. Self-service technology enables customers to talk to the right person in a single call. Self-service tools allow your rep to respond to a chat provide the solution online as quickly as possible.

Real Customer Reps

It is much easier to create a customer relationship by having a physical phone line, with a new call-center coming up with better customer-support options. Why? From someone who has tried navigating through every possible related questions from a FAQ page and not finding a solution to my problem, I can say that it’s frustrating that after spending so much time looking for your answer and not finding it, you also could not find a “speak to a representative” button.

It is true, customer service can be a pain. But customers expect good customer service if they buy from your business. Today, any kind of business will have plenty of competitors and you will find that those who value customer service, those who provide self-service tools and care from customers service reps have a great advantage over those who don’t.

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 Maintain a Healthy Customer Service Operation

Maintaining a Healthy Customer Service Operation Can Provide a Steady Stream of Revenue.

Customer service is a critical part of a business and many companies place it in the ranks alongside sales or other operations, but the size of a company’s call center has always been a determining factor for how customer support functions. A staff of about 20 people is great, and the number and size of your employee handling direct support can have a significant impact on the way you run the operation. That means that it’s vital to have employees and staff responsible for customer service at your help desk and ensure that every customer service operation is handled as well as possible.

Having a customer support team and a group of employees will allow for some much-needed unity and also give you quick access to the resources required to support customer demands. The benefits are many and customer service reps usually thrive when they build personal connections.

Due to improving marketing tactics, new businesses continue to increase customer acquisition but this is useless if new subscribers do not get the service they deserve from a company. Bigger calls mean more staff and that means more customer service hours per day.

You can increase the support of customer service reps with a strong call center that can assist customers with existing and new projects. Customer service reps are your future. When they are strong, you are more likely to get more support from them and should be able to give you loyal customers we get full service and support from the beginning of their service relationship with your company.

It can be challenging to set up a customer service team and decide how to structure the support team’s work schedule. Talk to the company manager and be sure that the key ratios are met and that the employee and customer service staff are working together to maximize the work hours for the team. Communication is key and your company manager must be fully aware of the needs of their staff.

When you are running long hours of help desk operation you should take care of your customer service reps and at the same time monitor that their time is spent interacting with the customer clients in person and that the customer service team is handling all of the customer’s needs.

How to Generate Revenue from Great Customer Service

In today’s competitive marketplace, many businesses are trying to generate revenue and are hungry for a customer service team that can assist in the revenue generation process. Rather than relying on external sources like advertising, businesses must place the same weight on retaining existing businesses as they do attract new businesses.

Different companies have different value propositions to engage in new business. Some businesses will engage in advertising and some will engage in sales strategy. Either way, it’s clear that many businesses spend a lot for new customer acquisition but don’t have the time and money needed to have a better service experience for their existing customers.

Finding customers to focus on is more important for businesses than other things because customer service is the foundation of a business and anything that can retain customers can be used to generate revenue.

You will notice that a lot of prospective customers are looking for something specific from their service team. A good customer service operation team should treat every customer with equal opportunity to use and enjoy their services. The customer support team should also make sure that customers have access to the best possible customer service experience for whatever activity or service that they want from your business.

Make sure that every employee uses each other’s behaviors to represent the best in themselves and the best in their department. When a service team wants to offer an answer, they always need to offer the best answer that the customer can get without compromising the professionalism of the whole team. The customer’s best interests as much as your bottom line should be the highest priority.

Customers who are happy share their experiences and could even vouch for your services. A great testimonial can work as well as any advertising that your marketing team can come up with.

How to Build Your Team

Not every person in your company should be labeled as a customer service rep. There should be specific people who reach out to customers and those who take action looking for solutions to their problems. But regardless if your teams work in different departments there should be great communication between all of them and the customer service team. Delivering customer satisfaction is a team approach and your results can drastically improve when there is harmony between all your departments.

Now, when you are choosing team members for your customer service department, you’ll want to make sure that these people should be able to follow the team script and should always keep in mind that they’re representative of everyone on the team. Define the roles of your company’s personnel because customers appreciate it when they can easily identify the people that are able to help them with their inquiries and problems.

When your business start scaling, stop thinking that your business is a one-man show. You can’t do everything. However, you can start building a team that can offer you support and face customer problems in a timely manner. You can build this kind of team slowly, beginning with one person if that’s all you can afford at first, then with the help of that person build a system that would make it easier for other customer service reps that will come to your aid later.

As someone who knows the ins and outs of your business, you should be able to figure out the best type of individuals to work with on your customer service team. Look for people with experience or those who are willing to be trained with the kind of customer service that you expect to keep your customers happy and satisfied.

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 Deliver A Have A Satisfactory Customer Experience

When it comes to supporting your customers, there are many things you can do and the first thing you need to consider is a service desk. A service desk is a part of your customer service operations, it is essential for customer satisfaction, delivering a satisfactory customer experience as well as sales and customer service. You will get a range of customer service tools in your service desk if you set up your service desk effectively.

Why Brand Your Service Desk?

According to customer service experts, a brand has the ability to communicate to the customer that they are the ultimate partner of your brand and that the organization is reflective of that brand.

Customer satisfaction is measured in a number of ways. It ranges from the number of satisfied customers, a positive decision based on experience that satisfied with the visit, favorable remarks from customers, and comparisons to other companies that follow industry peers. Each of these metrics represents an independent collection of customer-oriented interactions for customer satisfaction.

When you look at customer service and customer satisfaction, the customer wants the same thing that they are looking for. Customers want to purchase from a company that fully understands them and treats them as a valued customers.

They want to interact with a company that listens to them and which makes them feel they can talk to your company.

It is easy to think of a service desk as just a place where people can get help. But a service desk is so much more than that. It is a platform where you can engage your customers, develop strong relationships, and deliver a satisfactory customer experience Service has to be part of the customer service equation, and a service desk is one of the easiest and most effective ways to deliver.

Track Returns of Customer Service Strategies

One major takeaway from the report above is that customer service has to be part of your customer service strategy. Customer service doesn’t matter if you don’t strategize.

Within the major e-commerce sites, you will see that the customer experience is a major aspect of their customer satisfaction strategy. Knowing how many customers are making a purchase or that somebody is already in the redemption process is important to see how your customers perceive the company. Knowing how you are performing in these other places will make a difference in your sales and customer service strategy.

Customer satisfaction should be part of your service strategy. Customer service teams should track the service quality throughout the process and will implement a variety of tools to enhance the customer experience with the help of a service desk.

Customers will want to receive timely thank you emails and follow-up emails. If their experience was pleasant at your site you will have a higher chance of getting a better open rate from them.

Customer support can be a high-cost resource. It doesn’t just cost resources, it also costs time. The time spent on customer support should be productive. Keeping track of follow-ups and things to do can be a difficult task but proper management could decrease the communication time for your customer service team.

The customer support team should keep a daily checklist that is communicated with each other. According to support team managers, the process of customer support can be handled by a large number of professionals. When people don’t understand an issue, they can collaborate and solve a difficult situation a lot easier than it needs to. If the customer service center has poor communication, this can make their job a lot harder and it can take a long time to resolve the issue. If this is the case, it can create a lower customer satisfaction score. These insights are a great means to ensure your customer support strategy is on track.

Customer service companies have identified that they want to provide better experiences for their customers and they are doing this by implementing customer care practices and services. Customers are far more vocal about their experiences now and have a certain level of expectation with regard to customer service. Therefore, customer support organizations need to understand the difference between a full experience and a mediocre experience. Ultimately, customer service companies need to create an even better experience for their customers by giving it more attention. If you understand how to make this happen, you will have profitable customer support operations and it will be a benefit to both your business and your customer delivering them a satisfactory customer experience.

Customer satisfaction is subjective

The statistics are not reliable because of this. Customer satisfaction is not a given. The company needs to consider different factors such as service quality, customer service factors, communication with your customer and brand attitude. The way you deliver customer service to your customer determines how satisfied they are with the experience. The goal of a better customer experience is to ensure that customers are happy with the experience they have. For example, if your customer can decide what number they want for a call or he can go online and check what response is being provided, then what you offer is irrelevant. If there is a great experience that customers have, your services will be relevant and should be kept as relevant as they can be.

Customer experience represents 80% of customer engagement

Customer experience demands improvement among all activities that relate to your business. Customer experience demands that you identify problems more quickly. You need to educate your customer service team, to motivate them to become creative with their data. Customer experience teams need to learn how to connect the dots between a customer’s complaint and the kind of service they want to receive. If the customer is waiting for an answer for 1 hour and they are waiting because of insufficient capacity, your customer support team should identify and work on an easily accessible solution. Customer experience teams can do this by identifying customer needs vs the team’s strengths, testing to see whether their questions are being answered immediately and if not, implementing a solution accordingly.

Your customers are the most important

Customer satisfaction is directly related to the customer experience. Therefore, you have to create a customer experience strategy to meet the expectations of your customers and to support them in achieving their needs. Customer service should be at the center of all aspects of your business.

Customer experience needs to be at the center of your customer support activities. If you can meet the customer’s needs, you will gain a bigger reputation and generate good revenue. That’s a great asset to have for yourself and for your customers.

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 deliver a satisfactory customer experience? Contact us today!

Mastering your customer’s journey

When you’re just getting started building a business, customer service is often the first and smallest thing you need to do. You need to understand how your customers receive their messages and what works best for your businesses and solutions. So, before diving headfirst into customer service, let’s take a moment to understand the different aspects of your customer’s journey, what you should be doing, and what not to do in this space.

What’s the secret to great customer service?

To build customer service into a strong foundation, you need to understand it in a certain way, and then act on the results of those insights. At Support Bench, we believe that great customer service means great customer insights.

While many CMOs may not know this, customer insight starts with a customer analytics study. That customer analytics study should offer valuable insights, including your most valuable customers. That said, very little of your customer’s data is out there.

Making sense of customer data

At a basic level, customer service insights are pretty easy. For example, if your company is looking to collect and analyze data from a single channel, a customer portal can play a role in getting you started. For small or relatively new businesses, listening to how customers interact with your product and services can provide valuable insight.

Another step is building good content around customers — whether it’s on their website, social media, email, or other channels. If you have a solid content strategy that focuses on what the different channels communicate, and the types of content that are most effective for them, it’s possible that you can access customer information to gain insights into your content’s impact.

Customers will tell you what they want

As part of your customer relationship management (CRM) strategy, you want to provide everything your customers want: more information, more options, and more things to do. So, the biggest piece of the puzzle is determining what they need and providing it to them.

A great example of this is by analyzing the overall brand experience. When customers download your app or website, they usually want to know when it’s a good time to come back, what “power metrics” they should track, and how to access content that aligns with their needs.

The customer experience is a highly personal one — and you shouldn’t ignore that message. Don’t make your customer feel like they’re yelling at you, or like you’re directing them to bad information.

Choose the right channel

One of the best ways to create a perfect customer experience is to choose the correct channel. When you choose the right channel to serve customers, you create a very important understanding of who they are and what part of your customer’s journey your customers are. If they’re not in your database, you’re giving them a very incomplete picture of what type of customer they are. The right channel allows you to pinpoint how your customers are doing, and what, if anything, could help them do better.

The right channel is the one that help them do more. When your channel offers something that helps them do something, it’s likely that this will be among the things that lead to positive outcomes for them. For example, if you provide a tool that helps an employee better use their time, that should be something you implement in your channel. That means you make a strong connection with the information on your channel, based on what you’ve gathered.

Utilize the tools you already have

If your brand is not exactly known for customer service, even the most basic resource can be used to grow the number of your customers you get. This means you make an effort to understand your existing customer’s profile and create a relationship with them, or better yet, find out what helps them do better.

As part of your marketing automation (MaaS) platform, you can share analytics about all your customers on the platform. Make sure they’re aware of these, too. You can then learn more about them, and your customer’s journey and as a result, provide them with useful insights into what can improve their customer experience.

Don’t waste time on service matters

Conventional customer service will be extremely frustrating. When you need to do something, you’ll find your customer waiting for someone to help you, and they’ll either take a deep breath or will get very frustrated. At Support Bench, we’ve all experienced poor customer service experience in our own lifetimes. As the owner of a successful business, there’s something you should never do. It’s never simple to solve a customer’s problem. Good customer service doesn’t just happen automatically. It’s always worth the time.

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!