Your Customer’s Areas of Difficulty

 

A simple test to discover how well your support team is performing is by identifying your customer’s areas of difficulty.

“Let’s do it! is a universal mantra. It may sound encouraging but this piece of motivational prodding may urge many salespeople to make superficial changes to their products without grasping the real root cause of problems. This could be effective at first but might cause the

Every business that has something to sell should be able to identify these four areas of difficulty:

Problem 1 – Why are you selling what you’re selling? Problem 2 – How do your customers make their decisions? Problems 3 – What are their expectations? 4 – Where do they need help?

All of these areas have a significant impact on business, so the first thing salespeople and support professionals need to do is determine the root cause of customer struggles and design or package a solution.

Determining the issue

Solution 1

It’s no secret that customers are always seeking better products and services. To answer this, businesses try to offer an ever-improving quality of service and maintain a competitive position within the market.

Knowing the specific reason for our customers’ issues can go a long way in determining how to design a different message that will help customers solve their dilemma. Before a salesperson or support professional should try to address issues with a new product or service, it’s important to first eliminate the root cause of those problems. In other words, before you dive in, determine the “why” of your product or service and design a product to address that issue.

Solution 2

To determine how your customers come to a decision to take action or make a purchase, take a look at their problems and observe how they impact their business.

There are different factors why our customers decide to make changes or consider a purchase. A customer experiencing change at work, for example, will find that making new changes to his job will have a negative impact on his performance. Knowing all the factors for decision-making will allow you and your team to formulate a solution around that type of impact.

Problem 3

Some customers expect you to have all the answers to their problems, others want to solve their issues on their own and merely ask for support or instructions. For this to be clear, do not hesitate to ask your customers what level of service and kind of assistance they expect from your customer service team. Knowing this will help you and the customer to be on the same page and come to a solution the easiest way possible.

Solution 4

Perhaps your company doesn’t know what’s bugging customers? How about trying to find out? Of course, it doesn’t hurt to talk to customers about their problems in-depth to get a better handle on them and which programs you can use to help fix them. These conversations are useful to your sales and support team to help them recognize the real issues and find the solutions that customers really need.

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’s areas of difficulty? Contact us today!

How Can You Build A Customer Service Culture?

Customer service culture is arguably one of the most underrated areas of leadership and management. It is an area of sales and service that is often overlooked when starting a company. But building a customer service culture within your organization will ultimately increase profits by improving customer service and enhancing a brand.

But how do you create a customer service culture? And are there specific things to do to build a successful one?

Collaborate with the rest of the organization

Being part of an organization can help build your customer service culture. People may think that management is where the best customer service ideas emerge. But one area where it can feel like an outsider is the place where you place your own initiatives. But at some point in every company, the likes of staff and the rest of the team must show interest in doing better customer service. People must see that they have the power to make their employer and colleagues more responsive to them. Where senior personnel are happy, it means that the rest of the team feels comfortable making recommendations. These recommendations are built on a strong culture of collaboration, transparency, and a pro-active approach to resolving problems that may arise.

Building a customer service culture is one thing, but getting everyone on board is another thing entirely. Of course, training and development should be a priority of every department of a company but the culture at your workplace must also be a part of this. It’s not enough for your employees to learn to provide customer service. You must demonstrate how you intend to put the training into effect. For example, do you go into them asking them to help with their daily tasks? Or, do you send a message to them that your department team members want to work alongside them? This will send a message that your company is serious about its customer service program. It demonstrates that if you invest in people that you care them. And employees won’t fully cooperate if they don’t feel cared for and appreciated.

Instead of assuming that employees are skilled at customer service, you should provide them with training and coaching. Give them the knowledge and ability to handle situations them give them a chance to handle those situations. Whether it’s taking order for a team on sales or as a customer service representative, employees in every department need to get hands on experience as best they can. You can arm them with proper training but good customer service is better learned through actual practice.

Establish a strong direction for your organization

You need to establish a strong direction if your organization wants your employees to have a winning customer service culture. Staking out a stand of strength and support for your employees should be your mission statement. That’s the first thing you can do to help your team ensure success.

Be clear in what your objective is. And having that clarity allows you to create your work environment in a way that enables that focus. If you have a clear goal for your role in the company, that makes it easy for your employees to fit around it. And it also allows you to have collaboration, as you create your success and you get to higher levels of your company.

Train your employees

Second, you need to find the resources to train your employees, including on-site courses or virtual training opportunities. You need to empower your employees with online learning capabilities – tools such as online training portals and a solid knowledge base. Don’t forget that training doesn’t have to come from a textbook – online lectures and interactive flashboards allow you to do this. It will make your job easier if these employees are constantly on the move learning new things and uncovering new techniques and know-how to create a good customer service culture.

Give them the opportunity to grow

And third, you need to make sure your employees have the opportunities to learn and grow. They need the opportunity to practice their skills and the “chance” to improve the skills they are already proficient in.

When disseminating information to your employees, choose an easy, non-intrusive way to get the message out to them. Allow them to talk, ask questions, and provide feedback. This way, they can learn and grow.

Don’t expect them to be experts right away, don’t forget that your employees are just starting to learn. Encourage them to read articles that are relevant to your industry, to learn lots of new things. This lets them grow and advance their skills without the pressure of being judged on something they have not done before. And this is an active process, not a passive one where you only start training when you think they do.

When your employees get used to the process, they should initiate their improvement themselves. And once they demonstrate their ability for self-development, you should further encourage them and provide the coaching they need to expand further into the field. The goal is not to show the development, but to prepare an experience that you believe your customer will find useful. Your goal isn’t to create a wonder worker, but to empower them in a way that allows them to discover their gifts and use them to make your customers’ lives easier creating an stellar customer service culture.

Wouldn’t you want your employees to be a part of the building of a great place where your customers thrive and grow? Does that appeal to you, too? Don’t leave the learning for your employees. Start your own learning collaboration. Help your employees get better. Connect with them, be a partner, and contribute to what they do. Connect with them and their opportunities, and join in on the learning together.

They will engage and grow as much as you and when that happens, there will be a lot to share with their customers. I think these are the three key things that you can do to unleash their potential.

Smart workers must have a purpose. Some companies create no purpose, and they leave an empty boardroom with no people.

Build a company culture. Anything outside of that purpose isn’t going to be going to make a difference to the company’s performance. People who are not bringing their vision and their purpose into the realm of life inside of the company, and uniting around that aspect, will be working up against that wall and not getting the growth or the success. Not all of the ideas have to create a big splash, but maybe they help a few customers, then they’re still ideas that can be considered for implementation. Your culture must have that purpose.

Let’s say you have a restaurant. Do you or your staff have a set of skills and talents that help you create that magic? Do you have any retail skills, or any type of front office experience that can help you make dining in your restaurant easier for your customers? Or do you have marketing skills and sales skills? Do you have anything else you can bring to the table? And would customers enjoy it and benefit from them? Are customers complaining, or are they saying there’s no reason to come to your restaurant? If your establishment does not have a customer service culture, you’re only going to get poor reviews and poor sentiment, and in the end, a failed business.

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 create a customer service culture? Contact us today!

upport? 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!