It’s easy for snags in your operation to go unnoticed when things appear to be running smoothly on the surface. Even if you have configurable customer support software in place, there still may be areas of your process that need attention. If you want to maintain the level of customer satisfaction needed to compete in today’s B2B marketplace, it’s up to you to look for ways to improve your in-house operation.
Fortunately, the information you need is right in front of you. Looking to your customers is one of the best ways to figure out where you’re falling short. An outside perspective is crucial when wanting a bird’s eye view of your client support process. In addition, running the right data report on a regular basis will also help you fully understand where improvements can be made. Let’s break down how these two sources will help make your support team the best it can be.
Take Advantage of Customer Feedback
One of the best ways to improve your customer experience is to go directly to the very people you’re helping. Getting feedback from your clients is essential when making operational improvements. But what’s the best way to get this information? There are a few approaches you can take.
Surveys are an easy way for your clients to offer valuable feedback on the customer experience. An advantage here is knowing you have complete control over the information you get. If a client has an issue and submits a ticket, ask them to fill out a short survey after the problem has been resolved. You may also ask your customers to fill out quarterly questionnaires. Use their feedback to understand how you can improve your knowledge base, make phone support more effective, or streamline the ticketing process.
Utilizing visual data reporting through your customer support software is another great way to pinpoint deficiencies in your process. The advantage here is you can look at your support process from all angles. Improve response times by discovering exactly where bottlenecks are occurring. You may find tickets are falling through the cracks or issues are often being routed to the wrong rep. You can also compare ticket resolution and failure to determine which client issues are giving your support team the most difficulty.
Take a Look at Your Knowledge Base
Your visual data reporting tools will also allow you to examine what content in your knowledge base is successful and what’s proving ineffective. This will help you improve your self-service portal so clients are able to get the answers they need without relying on your reps. You should also consider asking for client feedback regarding the material offered in your knowledge base. Knowing exactly what your customers want helps streamline your process and takes much of the workload off your in-house team. A stronger knowledge base also improves the customer experience.
Start Refining Your Process Today
The information you need to improve your customer support operation is already in your hands. By letting your customers tell you exactly what they want and taking a hard look at the reports offered by your support software, you can start refining your process and provide the best customer experience possible.
PhaseWare provides configurable customer support software to help B2B organizations provide better support solutions to their clients. Contact us today to learn more.