You want your B2B organization to provide the best possible support experience for your clients. You’ve integrated customizable customer support software, but now you need to ensure you’re properly taking advantage of the tools at your disposal. One of the best ways to do this is by looking at the metrics provided by your software. You can then refine your operation and change the way you utilize the tools available to your support team. The goal is to get these support tools to align with your metrics as much as possible. To do this, you’ll need to know what to look for. Let’s go over some data results that should pique your interest and how you can make changes to improve the customer experience you provide.
Track the Ticketing and Resolution Process
One of the most important elements of customer support is the ability to resolve customer issues quickly and effectively. Your support tools help with this, but you need to know if changes need to be made in the way you use them. It’s crucial you track what type of issues clients frequently have and how long it takes them to get resolved. If you’re seeing a specific issue coming in frequently, it may be a good idea to address how this issue could be resolved through your self-service system. Furthermore, if you’re seeing long resolution times, it’s possible your ticketing system is flawed or the internal communication process has a snag. A few minor adjustments to your in-house tools will iron out these issues.
Use Data to Improve Your Client Portal
The more often your clients can find answers to their problems through your client portal, the better. That’s why looking at data is important. It can tell you where you need to make improvements in order to make your portal as effective as possible. If you offer a knowledge base where clients can find answers to their problems, look at the metrics to determine which pages are being accessed the most. If you’re noticing some pages are getting accessed frequently, but tickets are still being submitted for the issue, it’s probably time to revisit the content on that page. This will help reduce the number of tickets sent to your support team and also provide a better experience for your clients. You should also look at data related to average resolution time for tickets sent in by clients. If this number is high, it’s time to address your internal process.
Is it Time to Add Additional Support Channels?
When looking at metrics, you should always pay attention to an increase in ticketing volume. If your support team is being stretched too thin on a regular basis, it may be time to add additional support tools to your arsenal. Make sure you’re looking at when ticket volume is at its highest. You may need to add a chat function to your support system or increase your self-service capability. Data may also key you into the fact that it’s time to add more staff to your team. Or, repositioning team members to take on different roles could be the solution. Each situation is different, and you’ll probably have a good idea of the changes you need to make after taking a hard look at the data.
Getting the most out of your customizable customer support software will help you provide the best possible experience for your clients. It’s important you regularly examine metrics to make sure your tools are aligned with performance data. You can then calibrate your system as needed. PhaseWare provides secure support software solutions. Contact us to learn how we can help you.