Customer-facing support is typically synonymous with telephone support, email, and live chat. However customers are increasingly turning to non-directed customer support methods. Why? Many customers prefer not to interact with support staff directly.
Efficient multi-channel customer support is vital for B2B success. In order to maximize the effect of your customer support strategy, take a look at how multiple channels function within your system.
In today’s customer-driven market, ensuring customer satisfaction is crucial to the survival of your business. It’s dangerous to depend on segmented customer support systems where information can easily slip through the cracks—resulting in nothing but frustrated customers that are ready to take their business elsewhere.
The better you know your customers, the more thoroughly you can delight them by understanding their business goals and how they use your product to accomplish those goals. When you look at your customers from all angles to get a complete, 360-degree view, you gain insights that help you provide the highest level of service.
Organizations can no longer safely rely on offering only basic customer support efforts, as customer expectations and business competition continue to push the envelope. We’re in a new age of increasingly customer-centric business practices. More than ever, satisfaction with customer support can be directly tied to business success or failure. In fact, customer service leaders outperformed the market average by 35 points, whereas companies with poor service records underperformed by 45 points. It is no longer an option, or “added perk” to provide good customer service--it’s do or die. So what “beyond basic” trends should you expect to see?