Tag: supported

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

Posted on by Eric Klimuk

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!

How Deliver A Have A Satisfactory Customer Experience

Posted on by rpsstudios

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!