The Benefits of Community Conversations

Community conversations in 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 conversations 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 to community conversations 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 for community conversations.

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 and drive community conversations? Contact us today!

Operating Real-Time Customer Service

Saving money and time, giving the customer the best possible experience, and building loyalty with Real-Time Customer Service. These are just a few of the important reasons why providing real-time customer support is so critical for successful businesses.

Establish a Clear Understanding of Your Customers

Customer care is a diverse and ever-changing industry. The good news is that the easier it is to communicate with your customers, the more likely they are to open the door for your next sale. Good customer support means knowing your customers in the first place and what they need from you. This will help you provide a personalized experience with remarkable results. According to Matt Price, CEO of Optimizely, “Real-time support is a key contributor to creating sustained results, in the form of better sales, better conversion, and increased market share. ”

The First-Mover Advantage

A key first step in providing real-time customer support is being first to respond to customer concerns. Customers expect to receive a response within 24 hours. Properly prepared business processes are vital to realizing this level of responsiveness.

By anticipating their needs, you allow yourself time to whip a system up. The urgent nature of live chat is prompting an increasing number of ecommerce companies to partner with companies that monitor customer interaction and respond in real time. Because responses that take days are extremely frustrating for customers and the business, it makes sense to connect with a company that knows how to respond in this type of situation. This gives your customers more time to process their issues while allowing your business time to complete the support process.

Making Better Use of Support Centralization

Many ecommerce businesses are now connecting to cloud-based platforms like Supportbench to centralize their ecommerce support processes and provide better service to their customers, and help their service agents be more efficient. In the past, a live customer care rep might respond to a customer who has just bought a product through an online store. This customer interaction would take place, likely taking hours or even days.

By implementing a few core real-time support processes, an ecommerce company can quickly get back to actual customers while gaining the costs and time savings associated with a server automation solution. In fact, job site CareerBuilder conducted a study that revealed companies employing a live customer care person are able to handle real-time inquiries within 24 hours. Furthermore, employers have more than double the return engagement rates as those that do not.

Chatbots and Facebook Messenger are the Best Options for Omni Channel Support

Across all industries, more and more companies are looking for automation solutions to simplify their customer experience. Helpdesk automation is the next step on the journey to improving customer experience and making your business more efficient and efficient.

If you’re a business needing to offer a specific support service, using a Facebook Messenger-ready chatbot to listen and respond to customer messages can be a cost-effective and effective way to ensure a response to customer questions, concerns, or requests. It takes less than a minute to type out a question.Once the correct information is populated, the response can be initiated and documented. This type of service helps speed up response times and adds more important data to your CRM system. Chatbots can help you become more efficient with customer service and create a better experience with your customer and the customer experience can ultimately be improved as a result.

Make Customer Self-Service a Requirement

If you’re one of the many businesses offering web and mobile self-service capabilities, a customer service and support system that supports this demand will come in extremely handy. In addition to making customer self-service possible, maintaining this infrastructure and system is much more efficient and less expensive than a full-time support employee. But not everybody wants to make the effort to setup and maintain their own service system. In fact, supporting remote helpdesk chatbots, or bots that help manage and monitor social media channels, is becoming increasingly popular.

As more businesses integrate self-service capabilities with customer support, this type of customer support offers a more personalized and engaging experience that customers want to give their attention to. It also saves business time and money, which is always important, and increases your effectiveness.

It’s not enough to offer online self-service. Customers will expect your customer support systems to support customers 24/7, which means businesses must have the resources and help desks that support customer support chatbots to fulfill this demand. Additionally, it’s vital to offer the highest quality customer support you can. No matter what you choose to do with support, there are three key trends in support services:

  • A focus on customer care
  • Refining the support experience
  • Guided self-service

Making customer care a priority not only helps business owners save time and money, but also makes a meaningful impact on their customers’ experiences. A focus on customer care always creates a better customer experience for customers, resulting in them leaving a more positive and satisfied impression of your business.

Refining the customer support experience comes naturally, since it is integral to having the right tools in place. Whether your business is focused on advertising, financial services, retail, outsourcing, manufacturing, food services, hospitality, real estate, retail, or other types of industries, these businesses are using real-time customer service to drive customer value. For example, as part of a customer service and support initiative with a finance company that offers real-time customer support, staff members are on the phone for two hours a day, every day. The staff listens to the customer’s needs and suggestions, then connects them to someone knowledgeable who can assist them in solving their problem quickly and easily. This process creates measurable improvements in customer satisfaction and loyalty that results in an immediate return on investment.

Guided self-service is the hottest trend in customer support solutions. If used correctly, guided self-service empowers your employees to answer customer questions and concerns, while providing the proper level of expertise. This can be done by using a smart chatbot or other self-service system, also known as automated chat for customers. Using guided self-service that’s easy for customers to navigate will also create a more personalized experience and better overall business results. A customer service and support team can help organizations connect with customers with real-time, conversational skills via on-the-go automated self-service solutions.

Great customer service is still a must-have, and automated self-service is the best way to give customers the best experience possible. We’re seeing more automated chatbots deployed today, and organizations of all sizes and industries are turning to this technology to manage and grow their support operations faster and better. The evolution of the marketing and customer experience is driving a trend that benefits not only our customers, but our business as well.

Supportbench makes automated self-service an integral part of its platform for marketers, editors, developers, developers, project managers, and attorneys. Consumers are realizing that they are ready to ask questions or start a project on a mobile device and businesses are taking notice. Chatbots help customers shop for products more efficiently and confirm when a purchase is a good fit and what kind of product best fits their style, needs, and budget. In addition, self-service solutions are often more customer-friendly and easier for businesses to manage than full-time support staff. By automating customer service, you can minimize the impact on your staff and reduce costs.

Customers want a positive experience. A cloud-based customer experience platform enables business owners to be more agile by leveraging data to understand and quickly move data. Whether you’re a solution provider, sales rep, call center, social media manager, or customer service rep, join the customer service revolution by getting the right tools.

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

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 with an improvement in customer service recovery.

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.


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!

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!