The Benefits of Community Conversations

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

Customer Support is crucial in everything we do, whether it’s social media, marketing, PR, or making something happen for your business. With that in mind, it’s very important that your customer support team is effective and consistently produces quality responses to your clients’ complaints and issues.

Keeping your support staff as efficient as possible, and increasing their productivity can be incredibly difficult for a small business, especially since they work without a lot of time to spare. Not only does this often mean that you’ll have to manage around a certain amount of time on each support task, but also spending a lot of it on an average can lead to a pretty significant time crunch in the future. Therefore, finding the right ways to stay vigilant on the job, and ensure your customers receive the swift and efficient customer service they deserve requires a little extra thought on your part.

7 Ways to Boost Your Customer Support Team’s Productivity

Working with a client to provide support can be extremely fulfilling at times. Perhaps your client has had a problem for months, and you take on the responsibility of resolving it. Perhaps you only have limited time to handle the problem however, and if you want your client to feel comfortable with you, you have to commit a lot of your time to addressing the issue. Regardless of what kind of situation you’re in, there are a few ways that you can ensure that your team is as productive as possible, and ensure that you’re giving your customers the best possible service out there.

1. Hold Community Town Halls and Work Party Sessions

Always improving the quality of your customer support can be hard work when you’re dealing with people with so many different jobs on their team. In some cases, if you think your team is actually doing an outstanding job on a particular project, it’s time to bring them together to have a community event. You can choose from a few different options when it comes to bringing your team together for this, and the reason for doing this is really quite simple:

Since your team members don’t always always have time to sit down and talk about how their customers are feeling, it’s a good idea to use a town hall meeting. Bring people together on the project itself, like emails or social media, but make sure you prepare a lot of ground. Allow people to share how they’re feeling, or how they feel about the process or project you’re working on. To make the most of these kinds of community sessions, make sure that you invest in a set of tasks. Having a set of points that everyone is striving to achieve creates engagement and can lead to increased productivity for your team and your clients.

2. Share Performance Reports

Once you gather all of the information that your team has produced during these community symposiums and work parties, it’s time to share their performance with the rest of the team. These reports are essentially individual, but people’s feedback can really help improve the team’s overall productivity.

For example, a survey can be a great way of gathering information about the feedback of a particular product or service. You’re able to collect all the feedback your team members have been able to gather over time, and if any of the members of your team deserve credit, it’s all the better. But it doesn’t end there. You’re also able to organize those reports into one place, making it easier for everyone to access.You can start by putting your report in the middle of your weekly meeting, or create a new report specifically for those people who may not be able to attend the larger meetings. Of course, in the future, you can take your review as far as you want. Take full advantage of the fact that it’s always easier to look back at past numbers when it’s easier to see them.

Give your team access to performance reports in a way that they can identify and fine-tune specific improvements they’d like to see, as well as motivating them to strive to become even better at their job. To generate these reports, look up stats for the following categories:

3. Offer Flexible Working Hours

Flexible working hours play a crucial role in ensuring that your team is as efficient as possible. The most important part of this is providing flexibility in your employees’ start times, so that they can start their day earlier. This is more of a challenge, because it’s difficult to determine the exact start time for any given employee. Fortunately, you can work around this by having an open office policy, which means your team can set their own hours while still being “available” to be accessible to you.

But there are some things you can do to help your team get the best out of their early-risers. While it’s not always possible for your team to work longer hours, these office policies can help. Offer your team attractive rewards, encouraging them to work harder, and ensure they have ample break time.

4. Make Sure Your Employees Feel Quickly Involved in the Meeting

Once your team begins talking with each other, it can be important to make sure that each other is involved in the meeting. While it’s certainly up to the individual team members to decide whether or not to participate in the meeting, including a clear agenda allows your team to participate more effectively. If you do take a more structured meeting, make sure there are clear direction points on how the meeting will move forward. Additionally, be prepared for your team to start talking early in the meeting, since it’s generally ideal to start with some small group activities, like a game or group meditation.

5. Offer Real-Time Feedback on Individual Employees

One of the best ways to get feedback from your employees is by allowing them to get feedback on a real-time basis. Whether you use a Google hangout, Skype, or regular emails, your employees will have the opportunity to have a more direct and immediate dialog with the company, as well as have the knowledge that their actions can have an impact on the overall company results. Supportbench allows you to have a clear overview of how your Support Team is performing to help with this.

Another great benefit of real-time feedback is that it goes one step further, offering valuable information that should go a long way towards fostering great relationships between employees and the company. At the end of the day, to keep your employees happy and motivated, it’s important to honor those employee feedback surveys.

6. Verbalizing the Value of Great Customer Service Strategies

Another important aspect of becoming a great customer service organization is communicating the value of great customer service. Your staff will want to communicate this value to their customers in a manner that motivates them, but doing so can be challenging if you don’t have a system in place.

After all, just because your customers are happy, that doesn’t mean that your employees are either, so investing time in a great and efficient process will ensure that they are happy as well. Regardless of the size of your organization, it’s possible for all departments to take the step to build a great experience for customers that cannot be subpar, and not only will it be a great outcome, but it’ll also attract more qualified candidates to the company.

7. Schedule Regular Workplace Events

There are some workplace activities that your team can start at the start of every workday, or even put in place at the end of the day. For example, have lunch with your team, or hold a casual impromptu social gathering. It’s important to balance your team’s social life with your everyday business tasks, so keep these activities enjoyable.

Regardless of what activities you incorporate, it’s important to set aside time for your employees, so that they can be free to spend time with each other. There’s no need to overwork your team members, but it does pay to give them an opportunity to connect with each other.

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 improve Service Recovery

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

As service professionals, we should be proactive and proactive in helping customers. Realistically, we can’t change everything that went wrong. But we can ensure that our tools and techniques are up to date. With a little planning and training, we can better satisfy the needs of our customers.

Here’s the ultimate guide to service recovery for customer service. From a company perspective, when a service is wrong, it undermines the quality of our work. Customers don’t like to deal with a company that can’t solve a problem fast. With that in mind, we wanted to provide some basic pointers about how to assess your service and help resolve a problem quickly.

How it works

Once you find that a problem exists, start by researching the details. Once you’ve got everything that you need, go to the problem on your computer or mobile device and explore the problem process.

Review the documentation on how to deal with an issue, such as the process of connecting a phone, changing an account, or a download for an app or service. In the section below, you’ll discover some tips on how to find some of the crucial information.

Time constraints

Service recovery is not impossible, and it can be achieved using a very simple method. Contact the (contact any) customer service, or find a solution, with a note attached.

Describe the problem to the representative, with what information you have at hand, and how long it will take to solve the problem. Before they act, ask the representative your exact timeframe, to see if they can solve the problem immediately. If the company doesn’t make an effort to listen to your situation, you might want to contact the customer service department of the business and ask them for a solution. If you are patient and you remember your notes, you might even get a referral point in the future.

Training

If you are going to train yourself and your team, understand that the real task of improving your service is a continual work. You don’t need to create your own training system from scratch, but you will need to ensure you do not meet the same challenges every single time.

Before the training, create a checklist.

You should ask yourself the following questions:

  • How much time do I need to complete the training?
  • How much time will this take?
  • What is the purpose of the training?
  • Does my work environment make it difficult for me to receive training?

If your answers to these questions are still blank, you might want to find a way to incorporate it into your daily work. For example, make a tool to help with training, or create a spreadsheet for all the posts that need to be completed in order to get started.

Use your knowledge to serve

While you’re on the phone, consult the documentation on how to approach a customer service desk to see if you can find an issue related to your own work. When you get to your job, understand your process.

If you have worked in this industry before, but only ever through outsourcing, you will appreciate the benefits of working from home. By discussing customer service issues with your HR department, you can also gain valuable time by solving the problem.

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!