Tag: supports

How B2B Companies Are Attracting and Engaging Customers

Posted on by Supportbench

It’s no secret that customer support is a massive gap in today’s B2B companies’ sales world. More and more organizations are discovering that a lack of customer support can ruin the B2B company’s sales cycle.

However, customer support is also a cost it can’t afford to ignore. A common challenge for organizations who want to sell software is simply maintaining existing clients who’ve experienced buyer’s remorse.

The best way to do this is to provide the best, most up-to-date information. The good news is that B2B companies’ brands are finally starting to realize that they’re missing a major opportunity if they don’t provide great, engaging customer support. With just a bit of creativity, companies can outdo their rivals by addressing their customers’ most pressing needs.

The evolution of customer support

Over the past several years, the evolution of customer support has been toward a more personalized and personalized experience for B2B companies’ sales teams.

Continue on to learn some of the ways customer support has changed over the past several years and how new technologies are making the role of support even more relevant and fun.

Customer care teams and their leaders are surrounded by technologies that provide greater access to customer support and more customization and personalization. We have often discussed in other posts in how some brands are already improving the customer experience for existing customers, while others are expanding the breadth of their support for new customers.

Supporting the customer’s journey from buyer to customer

Customer experience and experience design for the customer are on the rise. The customer journey from buyer to customer isn’t a linear one; there are so many modes of customer journeys.

For example, some customers have journey phases that aren’t linear:

  • Recycling to appreciate an older product
  • Bringing your company back to life
  • Making a purchase
  • Long-term relationships

To meet the needs of customers on all these journeys, companies need to think about the customer’s experience across the customer lifecycle.

Extending the customer journey

Companies can stay a step ahead of customers by thinking about the customer journey from buyer to advocate.

Leaders and teams should regularly put themselves into customers’ situations, aiming to understand their motivations and desires more deeply. The next step is to extend the customer journey beyond the customers who have developed a direct, one-on-one connection with a service offering. In some cases, companies should work with third-party vendors and a partner to extend a user’s experience, into different operating systems and devices, even offering an add-on service, such as remote support. Yet with too many options, customers could buy a product that already addresses their needs, increasing the impact of data loss and increased expenses.

A world of continuous, personalized support

Personalized customer support is becoming more critical for B2B companies’ sales teams, as they’re increasingly receiving unsolicited emails, mentions, mentions, and mentions. Getting these mentions to lead to a conversion on top of bringing customers in the door is near impossible. To support better marketing tactics, brands need to get their brand advocates online and start to earn more points for each mention and email mention they receive. Organizations are realizing that “impressing leads with a single reference is more effective than convincing leads to become customers.”

Greater accessibility from outside the organization is key

Brands shouldn’t underestimate the ability to interact with their customers directly outside of the organization because of the way they interact with customers now.

To build a truly engaged customer base and to increase the engagement of their existing customers, organizations need to be able to answer any customer questions at any given time in an instant, anywhere at any given time. Companies have now made such a push towards accessibility that consumers should contact the tech support from a @tweet. B2B customers have also benefited from such situations where brands can get their products or services in front of hundreds of thousands of global customers for the most competitive price possible. ”

In fact, studies have found that 80% of customers request help from more than one place, and 70% say they would expect their company to provide a centralized technical support channel.

Learn how Supportbench empowers brands to centralize technical support through our unified platform.

But it’s not all about the technical solution

Some companies are going even further with the way they interact with customers, with some even making it a requirement to have a remote support system for product services.

It’s still very important to embrace technology and that requires being able to enable a service that can be in several places. This should be where customers often demand for support. And that’s a vast improvement from the traditional approach for companies, often getting the lead to do the research themselves or call a hotline where they have to wait for an inspector to come by or have to decide whether to stay on hold or whether they’ll stop by once in a while.

The “human experience”

If a business doesn’t consistently deliver support that’s tailored to the needs of its customers it will begin to lose its commitment and loyalty. After all, what are you going to talk about at your next promotion party?

Smaller companies will more than likely not want to have the hassle of having to repeat the sales pitch because their customers have already told them. Instead, a business should see the purchasing decision in the product and service itself, add a personalized element to that by using a matter-of-fact chat session with an agent to answer any questions on the spot, and then provide a consistent delivery of that customer’s experience.

Voice and video

Voice is an important piece of any support strategy and overall is a good way to increase customer engagement. This makes the prospect feel more important, which is sure to get them to do business with you.

Customers want to reach customer support in their own time, and in their preferred medium. If that means having agents have the ability to speak to customers by phone, chat, and/or video, then it’s a wise move.

But brands should be more than just content with conversational support. Businesses can improve the customer experience further by being more proactive and proactive in moving each customer along the sales funnel.

Today’s brands can’t talk the same language as your competitors, when speaking with prospects. Brands have to provide consistency in their customer communications that they can replicate.

Let’s face it: some things are better off to the side, behind the scenes than out there in the open and easily accessible. Yes, there are software solutions that can provide better customer support, and there are software companies who can compete with your investment in that front-line technology.

However, the way in which people interact with each other is evolving at a rapid rate that’s resulting in a place where a customer interacting with a brand today will have just as great a chance of winning the sale as their favorite human sales rep.

Supportbench’s platform empowers human agents to deliver quality customer service and 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!

7 Steps to Drive Real Customer Support Improvement

Posted on by Eric Klimuk

Many businesses have the same goals: to drive real trust and customer support improvement to their bottom line. However, restoring trust, as well as increasing the revenue stream, for some businesses seems impossible.

In such cases, customer service or customer support improvement can be the solution. Without customer service, consumers will search online, calling, emailing, (after all these tools are very expensive) or even post on social media. A simple Google search for customer service help or case studies can lead you to hundreds of examples for customer support improvement.

We have examined thousands of case studies and hundreds of case studies that both gave an overall assessment of customer service initiatives as well as how to verify and audit the actual data, as well as how to differentiate it. The key takeaways for managers are:

1. Customer service takes years to build trust with customers

A company provides outstanding service but two out of three customers never know about it. This may be the reason why only 37% of US businesses are serving their customers as they should. As you can imagine, this can have a very significant impact on your bottom line as 70% of customers form their opinions about you based on customer service.

In fact, 90% of consumers will simply stop buying from you if you don’t fix your service issues. The customer journey begins with a business statement describing what your organization does. This is vital because, in the post-internet age, your competitors have so much more control over customer perception and opinions.

2. It’s not a minor issue

Your customers need your help to validate their opinions because trust is a priceless asset. Without this, your real value proposition becomes blurred as to who are really accountable for your customers’ experience and therefore how much they’re going to take your word for it.

In the absence of security for your data, your competitors become better at collecting information than you. This gives them a competitive vantage over you and can present the most severe problem to the rest of the field as well.

3. Customer service dominates the top five business top trends for 2020

Over 80% of businesses which have successful customer service overall will increase their market share.

Today’s automation plays a major role in customer service and this makes up for most of the mistakes, as well as in the inability to build an excellent customer service culture or drive customer support improvement.

Despite it, there are certain lessons companies can take away by looking at both case studies and performance metrics in finance, healthcare, insurance, government, etc. They can easily check if their strategies are working out in practice and simply using additional variables like agents’ response time, how they’re training them, the amount of advertising dollars they’re spending on customer service (both online and offline) etc. can also provide valuable insights into the real performance of customer service.

4. Conduct an audit of the customer data

Let’s say you own a software company. Your next step is to visit the website of your top competitors and see what they can tell you about your customers. Additionally, using sites like G2.com that provide aggregated reviews from customers of rival products can show what customers are finding to be valuable and where there may be potential missteps. Using this data, you can get access to valuable customer data points of competitors that you may use to improve your customer support, positioning, and also for better understanding of market dynamics.

Furthermore, if you’re already a leer in customer service, we recommend making sure you make a point of having several performance audits and reviews along the way. Having multiple auditing sessions along the line might have a huge impact on your bottom line and this certainly helps you save yourself time, energy and money on the process.

5. Know how to answer every question

Back to customer support solutions, the most important aspect of a successful customer support improvement is being able to answer every question. In order to avoid questions, the rest of your communication should be about what you can do to fix it and how you’re going to do it.

In many cases, your customers prefer email and you try to answer some questions manually, like who can they call, how, what kind of questions or how they should respond to some specific questions.

By knowing and working through the questions and answers, you can then start compiling and building an internal knowledge base to help support your team. Furthermore, you can even use this to build a public facing self-service knowledge base that allows your customers to find the answers before contacting you, offloading common questions from your customer support team.

The key is to make sure that you also have a customer support solution such as Supportbench that will allow you to respond instantly and actually even facilitate some better answers.

6. Identify the key factors on customer satisfaction

The ability to enhance your customers’ health score is what’s defined as your company’s ability to live up to your customers’ expectation for what your company is best known to do. There are many different issues, like tracking your customers after getting an order, direct communication and change, resolving issues, or providing more coverage in the event of a claim. That’s why it’s important to look at a customer’s journey from the beginning and measure how you can help your customers. As part of doing so, it’s crucial to understand their pain points and understand what you can do to identify problems, tackle questions, and adjust your service.

Additionally, it is vital to view potential customer service challenges in perspective of your company and get your KPIs on a weekly basis. And before you can start looking at customer satisfaction, you have to see these issues as a business opportunity. So the first step of identifying problems is taking an eye-opening look at your customer satisfaction overall.

Business logic is at the root of every problem, and that’s how you first get to know your customers. It’s important to know what their feedback is and how you could be improving the way you engage with them. Without taking those first steps, you might fail to see the big picture and miss a great idea of how to take action.

Most industries today would be shocked by the fact that attention to customer retention is incredibly poor. According to the Customer Service World, more than 55% of Americans were unsatisfied with their customer experience in 2017.

And the fact that US customers use 27 customer service agencies because they aren’t getting the help they need has also skyrocketed. That’s why it’s vital to prioritize fixing those issues. What started as a mistake can really negatively impact the entire customer experience. It’s important to develop systems that match each and every employee’s needs so that you are doing everything possible to strengthen the relationship between you and your customers and drive customer support improvement

7. Get real on leading change

When it comes to effective customer service, leadership skills are a powerful part of it. Every time there is an issue with your business, it’s the responsibility of the business leadership to lead. You need to help shape the organization and help redefine the way customers interact with your company. Without change, you will continue to miss opportunities to build on your customer’s experience.

Customer satisfaction is the core of every relationship and for many consumers, that’s the number one touch point with your company. And in fact, even though those are two words that most companies don’t use in their daily messaging, people do use them.

Influencers are great to engage with your audience and you want to make sure they see value in your company. You must be there when customers want you to be there. And if you aren’t there, well that doesn’t translate to customer retention. It also means that you aren’t helping your customers get the service they need. They may be experiencing problems, but without knowing what you are doing, your next steps in communication may not lead anywhere good.

Once you know that 80% of all social media users dislike passive interaction and 85% of them are looking for engagement, you should be doing everything you can to satisfy that need. That is why being active with social media is crucial to customer satisfaction in 2020.

In some ways, a basic and simple guide to getting on social media that could improve your business. If you want to be there when people want you to be there, then you need to be there by listening to your customers and acting accordingly.

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 build a customer-service culture in your company

Posted on by Eric Klimuk

Hiring a customer-service manager is the first step in bringing customer-service culture practices in your organization up to snuff.

But you don’t have to go through the trouble of hiring a consultant to make it happen; you can institute successful customer-service practices in your company by investing in everything from cultural training to customer service development. And to make sure you’re focused on developing the team, take the following steps to ensure you have a strong customer-service culture in your organization:

1. Work with an Experienced Customer-Service Trainer

Having an internal member of your team sit down and teach people at their pace is like watching paint dry: it takes time to get everyone on the same page. That’s why it makes sense to find a customer-service expert who can help companies across the country teach and train employees.

If your company doesn’t have one available, go to the experts at Glassdoor Workforce Solutions for the full list of best customer-service consultants for a customer-service culture.

2. Audit The Employees

If you want to build a winning customer-service culture in your company, you need to uncover where they’re finding themselves stumbling down the road and how can you help them realize success.

If you can’t find a way to upgrade their learning, look into how you can improve their job role or employee compensation package. This will give you a better idea of how to get them where they want to go.

If you have a company that’s growing and needs more new hires, find a way to attract and engage this new talent to your company. This can either mean investing more in their package or investing in training them on their chosen paths so that they can succeed.

3. Deliver on your Company Values

While it’s encouraging to see a company working on the right values, it’s even more important that a company follow through on them. This means having policies in place that ensure that the team understands and upholds the company’s values.

At the end of the day, your employees aren’t interested in joining your company just because you have policies that say so. They’re looking for a company that believes in them. For example, a company that won’t charge its employees fees for programs and training that would make the employee more productive and the company more money is more than likely going to keep them happy within your customer-service culture

4. Stay Alert And Proactive

Regardless of what you’re doing, or how you’re doing it, if you’re not doing what you need to do, you can’t expect your team to fall in line. Instead, you’re going to need to be constantly active in your company.

For example, look into how you can train your employees and how your company can attract new talent to get better at what it does. Then, stay on top of it, stay aware, and always be proactive.

If you were able to outline all of the steps mentioned above in this guide, you’ll have a strong foundation in place to meet all of your company’s needs.

4. Delivering On Service To The Benefits Of A Great Brand

Your best customers are a reflection of the brand that you’re representing. If your organization isn’t known for communicating with its customers, and if you’re not known for its exceptional customer service, then your business will die. Because today, quality Customer Service is an expectation, not a nice to have.

Fortunately, there are things you can do to build a great brand. Namely, you can work on building a strong reputation of customer service.

If you’re already known for outstanding customer service, then this will make you a well-respected leader in your field. Then, with a solid reputation, you’ll be able to maintain it. Therefore, as they say, the more customers you have, the more profitable you’ll be.

But that’s not the only thing you can do to build a great brand. In fact, it’s more important than that. If you have a strong brand, you should be able to implement it in every aspect of your business.

5. Expand The Road Map For Your Brand

Another way that you can build a great brand is to look at where your brand is and where it could be going.

For example, a great brand is recognized, people will remember it, and what brand owners want their business to be known for is easily identifiable. However, if you haven’t been the best customer service leader in your organization, your competitors will be—and this will lead to lost business and losses of money.

Therefore, your best bet is to make all of your social media, press, and advertising platforms more visible to everyone. This will expose your brand to the widest audience possible, and when people know about your brand, they’ll be more likely to share it.

This will also allow you to create a strategy that will allow your brand to become a well-known brand: Maybe they’ll want to know the competition is coming after them. Or maybe they’ll notice that you’re a customer-centric brand instead of a brand that doesn’t care about their customers.

The goal of this exercise is to give you an overview of where your brand is, as well as where it could be going.

No matter how you look at it, people judge companies by how well they treat their customers. If you don’t make an effort to go out of your way to do that, then your business will fail. Everyone will not only know that you don’t care about your customers, but that you consider it beneath you to even exist there.

But it’s not always about treating your customers well. The other key to building a winning customer service culture is a culture of integrity. This kind of attitude will set your brand apart from the rest of the crowd.

But isn’t it also all about keeping the fans happy? Sure, but loyalty doesn’t just happen. You need to keep them happy so that they come back time and time again to do business with you. And this is where an active, competitive customer service culture comes in. If you don’t really care about people, then you’ll lose customers – and you’ll lose money.

If you’re serious about establishing a winning customer service culture, you need to make sure that every department is following that example.

Internal

Your HR department will build its employees’ skills and habits and train them on how to handle every issue. It’s up to you to make sure that your customer service is the one under your control, and if that’s not the case, then you need to reinforce it with the people you’re using it for.

Your employees are the future leaders of your company, and since customers will be under their influence, they should set up an environment that makes them feel valued and respected. Just being friendly to your customers will start to rub off on employees, and a good customer service culture will then draw them in further.

There’s one position within your company that should be given maximum priority. This is your customer service director. That’s the person responsible for ensuring that every customer is met with the most positive experience possible. They need to make sure that all the guys behind the scenes have the skills they need to carry out that job effectively. It may sound like an easy task to make sure your employees are well-trained in responding to every customer request, but it’s actually really hard.

Over all, it’s important to make sure that your employees are treated as equals, and that there’s a well-informed and supportive culture. As part of that, the culture of every team must play an important role. Everyone will be expected to come up with solutions, and in doing so, they need to train one another to do the same.

That kind of high-quality culture can attract customers and improve retention, all while ensuring that your employees feel like they’re their partner in success.

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-service culture? Contact us today!

Building a Customer Support Engagement

Posted on by Eric Klimuk

Bad customer support engagement can mean bad customer satisfaction. When a company can’t keep customers coming back and keep them satisfied, it can damage its long-term business.

Manpower shortages or lack of employee engagement are often what causes bad customer support.

One solution to this is to challenge all your employees to become more resourceful. That’s easy enough to say but learning how to do it is definitely harder. As the leader of a customer service team you need to learn how to steer your employees so that they can get more done.

Understanding at which level of responsibility staff members should be held is important. From the manager, to employees working directly with customers, you need to know their roles, responsibilities, and how they should be performing them to produce desired results. That way, you can really drive toward results and fix problems efficiently.

Realizing that a strong business support service requires the cooperation of the whole team, involve all staff members in setting up your team rules and structure. They should not only be part of a committee, but should also be directly part of the business and responsibilities.

Being a part of a customer service team, it is your role to hear and address the concerns of your customers however it’s not enough to just be their advocate. You should foster an environment where they feel heard, understood, but also provide with the capacity to handle their issues by themselves.

That’s a big start. To get started with this, you will need to establish a little platform for customers to share their issues with you, have such conversations regularly – not just with customers, but also with your employees, vendors, clients, new partners, customers, and even other members of your staff (even the ones not connected to customer service).

This is how you can gather data to begin compiling an encyclopedia of answers and solutions to whatever questions and problems your customers may have regarding your products or your service.

We know that businesses, who are just starting, out may find that building an engagement system may be overwhelming at first but there are customer service software like CRMs that would make it easier to communicate with your customers. Some of them would allow your staff to communicate with multiple customers at the same time and even have the capability to capture the customer’s email and reference number making further conversations easier, uncomplicating the process of registering and reminding your staff of what their issue is.

Customer service systems make it easy to establish a relationship with every customer and keep them pleased. If you’re building out an innovative new system, then that new system needs to facilitate an ongoing dialog with the customers. It is important to have a conversation that’s completely functional, yet something that can foster a relationship with customers.

Customer service communication technology has evolved tremendously making it more convenient for your organization to respond to the feedback of the customers. Your ability to do so will define how successful you will be.

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 great customer support engagement? Contact us today!

How Can You Build A Customer Service Culture?

Posted on by rpsstudios

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

Posted on by rpsstudios

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!