The customer service department can often get a bad rap for being a place of predominately negative interactions. Customers want to avoid the customer service lines because they think they will have to deal with defending themselves, explaining themselves, and fighting for the solution they want. It is all in the hands of the company to take that stereotype and turn it around.
The number one factor in your customers mind, when it comes to support, is the timing. In recent studies, it’s been shown that when your customer connects with your support channels, they expect to get faster and faster responses as time goes on. In fact, for phone support, customers expect to have a resolution before just five minutes has passed, or over 50% of them will hang up. Following this they may try to get support through other means, solve the problem on their own, or at worst, give up on your product.
Customer service solutions come in many shapes and sizes. When shopping through the nearly endless options, it can seem impossible to decide on which solution would be the best for you and your company. It may even be appealing to you to skip the research and pick the quickest, readymade software solution available, just to be able to check “costumer service solution” off your shopping list and move onto other things. But this is a dangerous move, and in the end, will result in a slew of uncomfortable situations and future problems to resolve. Here’s a few good reasons to really invest in your customer service solution, instead of just plucking a popular one off the rack.
Capterra recently published a post on the 6 most important steps to creating an effective self-service support site. In this post we’ll run down the tips suggested by Capterra’s team, so you can see for yourself why PhaseWare is the right software for the job!
The heart of a company lies in its customer service. The demand for an omnichannel company is on the rise. To stay on the leading edge of the current market your company will need to be able to offer support through any means your customers can think of – be that phone-based, live chat, e-mail support, forums, or simply providing a well-rounded, reliable knowledge base.
When it comes down to it, good customer service comes from happy customer service representatives. The question of improving your customer service and providing truly encompassing customer support finds its answer from the inside out. So how do you give your representatives what they need? There are a couple of key elements to focus on.