Business growth comes with a number of hurdles. Increasing your client base is great, but it means you’ll need to scale your internal operation to account for the added work. This is especially important in a customer support environment. B2B organizations need to ensure their customers can find quick solutions when they run into issues with their products.
Your instincts may tell you that hiring more support staff is the first thing you need to do to keep up with the growing demand. However, this isn’t always the case. Implementing tools such as customizable customer support software may offer more logical solutions to help your existing support team operate more efficiently. Let’s look at three ways this software can help.
Tools for Proactive Support
With a proactive approach to customer support, agents reach out to clients before an issue occurs or to inform them of progress on a current ticket. This is a great way to improve your customer experience, but it can take a lot of manpower. However, by using customer support automation, your agents can provide touchpoint without having to lift a finger. One way to make this happen is by automating your ticketing system. By doing this, an automatic message will be sent to inform your client of the status of their ticket. This allows your agents to continue working on the issue instead of managing client outreach. You can also use proactive support to inform your clients of upcoming product updates that could potentially cause issues.
Let Self-Service Work for You
A growing trend in the support industry involves self-service solutions. Companies are now providing portals where their clients can log in and find solutions to product issues without having to reach out to a support agent. This is advantageous to both the customer and the support team. By creating a thorough knowledge base, you’re giving your clients the opportunity to find answers whenever they want. No more picking up the phone or chatting with an agent. Your support team benefits from a lighter phone and ticket volume, which allows them to concentrate on serving clients with more pressing issues.
Multichannel Support Tools
If you provide your clients with multiple channels to interact with your support team, your agents need to be able to seamlessly manage requests. If they don’t have the right tools, they’ll be jumping from channel to channel, which isn’t helping your customer experience. Instead, provide your agents with customizable customer support software to build their own dashboards. This will allow them the capability to manage client interaction via multiple channels all from one interface. With a siloed approach, they’re jumping from program to program. By bringing everything together, your agents’ job is much easier and the support they provide is much more effective.
Streamline Your Process Now
If sudden business growth has your support team scrambling, you need to start using customer support automation tools to help streamline your process. Your clients will notice a difference.
PhaseWare can help you implement customizable customer support software today. Contact us to learn more.