How do we get more out of our customer support team?

Because of the ease of reaching out through the internet and social media, there is continually an enormous number of customers looking for assistance from a great customer support team.

If you want effective customer support for your business it is helpful to have dedicated staff and officers who are always ready and willing to help. If you operate a manufacturing business, you may have someone on staff to help service suppliers, if your company is a consumer business like grocery and clothing stores, you need employees who can take care of questions from their customers.

Getting employees properly trained and equipped to assist their customers and how to use the right information to deliver the best answer to their questions is key to success. As the manager of a customer support company, you should also be knowledgeable about customer service matters and think of ways to strengthen your support team. Provide your employees with training and access to best practices that they can follow so they can develop positive traits of customer service that you want to instill in them.

Set Limits and Expectations

As with any aspect of business, it is important to create limitations and expectations for your customer support team. You need to give your staff some parameters in which they are to operate and you have to maintain clear lines of communication with your employees to ensure that the topics that you want discussed are handled properly.

Miscommunication is a major reason why a customer support team fails. Mistakes such as the failure to send an invoice or not following through on a refund, can cause you loss of revenue and unsatisfied customers.

Delegate tasks properly and let them know that you expect them to fulfill all the tasks that you or the team manager assigns to them. Keeping the team up to speed on their duties would help your company avoid mistakes caused by miscommunication.

Apologize and Move On

At one time or another, mistakes will happen but at the end of the day your customer support team will perform better if they feel supported.

Do not dwell on their mistakes and put them in a position where they are embarrassed or put on the spot for their error. Encourage them to acknowledge their error, apologize, and that should be the end of the conversation.

Equip them with proper training to avoid committing the same mistake. Supporting your customer service team’s growth will allow you gain their trust.

Train More Get More

It is good if your team feels comfortable enough to approach you and ask for help, however, you may not always have the time to answer their questions and give them support. As the customer service team that supposedly has the answers to customers’ concerns, shouldn’t they be more educated?

You might have to spend for training and education, but that would be a wise investment. A customer service team could not be unfamiliar with customer concern solutions. They need to be trustworthy and reliable and that would only happen if they are properly trained and armed with an updated knowledge base that would act as an encyclopedia of answers.

Equipped with all the necessary skills and information, your customer service team will help you retain your customers and keep them happy resulting in good feedback, referrals, and increased 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 build a customer support team? Contact us today!

Using Data To Improve Your Customer Service

 

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

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

1. Data Created By A Consultant

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

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

2. Data Created By Customer Engagement

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

3. Data Created By Consumer Research

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

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

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

5. Data Created By A Technical Dev team

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

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

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

6. Data Acquisitions And Contracts

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

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

Happy data gathering!

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

Ready to provide excellent customer support? Contact us today!