Providing customer support has a lot of universal qualities: customer satisfaction, product reliability, and a solid feedback software system are requirements to building a successful platform for servicing your buyers. But if your company deals primarily or entirely with other businesses, there can be a lot of important differences to keep in mind and build upon to truly capture a successful image and environment in the customer service department.
How has the internal side of your customer service system been working? Are your employees steady, focused, and well supported? Are there any improvements to be made?
Service Level Agreements (SLA’s) are an unavoidable part of running a business. Creating a roadmap to the perfect SLA which would benefit both the buyer and the business can be tricky, but with the right information and the right technology you can truly use them to your advantage.
Complaints are inevitable. In a certain light, though, it can be interpreted as quite a good thing that the public is paying enough attention to your company and its products to form an opinion they must share. As they say, “any press is good press.” Even the best organizations (especially the best organizations), have complaints.
Customer service, and a good customer relationship management (or CRM) system, is all about organization. In the early days of your business it may be conceivable to field your incoming tickets as they come, manually organizing each one into their proper category. But this won’t always be true. It’s important to plan for the future, and as your business increases so will your ticket numbers. Setting the boundaries for incoming ticket priorities will help keep your company at a good cruising speed.
In a previous post, we’ve discussed what a First Call Resolution is, and how to properly measure them. Getting to the heart of what really creates a customer service environment that consistently produces FCR results means knowing, and acting upon, more than just the definition. Here are the top five secrets to achieving First Call Resolutions.