As a B2B organization, your success relies heavily on the support you provide users of you product. That’s why you’ve established a trusted department to communicate with your clients and help them find the answers they’re looking for. Unfortunately, most companies (especially growing ones) run into customer service challenges. With support expectations so high these days, this is bound to happen. But when these challenges get in the way of reaching your goals, you’ve got a problem on your hands.
Before you decide where changes need to be made, you need to understand which challenges are hurting you the most. You can then start implementing solutions such as configurable customer support software to help your reps. However, even with these tools ready, you need to know where to focus your efforts. To help you out, we’re going over three common support challenges businesses face.
One of the most important elements of providing a good customer service experience is fast response and resolution times. In today’s fast-paced world, people want service immediately. If your reps don’t have the right tools at their fingertips, this is impossible. Resolution times will inevitably increase if your support department is manually addressing email responses, ticket management, and chat service.
One way to correct this is by implementing customer support automation tools. This will take a lot of the stress off your agents and allow them to concentrate on providing fast, high-quality service. You should also create service level agreements so your reps understand the standard of service expected from each client.
Properly Utilizing Metrics
You probably understand the importance of gathering and analyzing metrics related to your support process. However, actually doing this can present some challenges. Many businesses don’t have the tools needed to pull this data on a regular basis. Or, they may be inundated with data they don’t know how to handle.
If one of these scenarios sound familiar, there are a few things you can do. First, you need to outline your customer service goals and prioritize them. This will help you decide what kind of data you need to see. Then, implement software that allows you to easily filter and obtain a data report that will give you a clear vision of your strengths and weaknesses.
Poor Customer Engagement
In the past, simply fulfilling your client’s requests was good enough to retain their business. Today, you have to take things further. This means interacting with your clients in order to strengthen your relationship and gain their valuable feedback. Many companies have problems making this happen. Unfortunately, this can lead to the client feeling like their voice is not heard. It also means you’re missing out on a chance to vastly improve your support operation.
A great way to develop stronger interaction with your clients is to send out surveys on a regular basis. This allows your customers to tell you exactly what you’re doing right and where improvements could be made. You can then take steps like improving your customer support automation process or revising your knowledge base to meet your client’s needs.
Overcome Customer Service Challenges Today
If your support operation is facing serious challenges, you need to clear them up before they start interfering with the customer experience you provide. This is an important step in reaching your business goals.
Let PhaseWare help you implement configurable customer support software that will give you the tools you need to succeed. Contact us to learn more.