When it comes to the support you provide your customers, there’s no room for mistakes. Your client base is the foundation of your company, so providing fast, reliable service simply can’t be overlooked. This is especially important in the B2B marketplace, where high-level service agreements are in place.
It’s important you’re working with configurable customer support software to help provide a strong internal infrastructure. However, even with this software implemented, you still run the risk of making costly mistakes. It’s important to take a regular look at each component of your customer service operation to ensure there aren’t areas of weakness jeopardizing the entire process. Let’s go over some common mistakes you should avoid.
Only Providing One Channel of Support
Providing only one option for getting the support is a sure fire way to frustrate your clients. Today, online service is all about convenience, so you need to make the process as seamless as possible. Self-service portals have become a popular way for companies to put the control in their clients’ hands. This service allows customers to seek out the solutions they need at any time and utilize a knowledge base where information regarding your product or service is easily accessible. Live chat also offers a level of convenience your clients’ will appreciate. When using these channels within your support software, you’ll be able to look at a data report each month to determine what’s working well and what needs improvement.
An Inconsistent Customer Experience
If your support reps are always easy to get ahold of but your email response time is consistently lagging, you’re providing an inconsistent experience. Your goal should be a timely, high-quality interaction across all channels. It’s also important for each rep to maintain an attitude of professionalism and positivity during every interaction. Providing a highly consistent service experience is important for instilling trust in your clients. They should feel confident knowing when a problem occurs, they can rely on your team and technology resources to produce quick solutions. Not only will this enhance your reputation in the marketplace, it’ll ensure client retention.
Failing to Examine Your Metrics
When trying to provide the best customer service possible, one of the biggest mistakes you can make is ignoring your metrics. It’s no longer good enough to make assumptions about what changes should be made. Analyzing a data report on a regular basis will allow you to measure customer behavior and also help pinpoint where internal changes need to be made. You should also use customizable complaint management software to get feedback on how to best manage and resolve customer complaints. If you offer a knowledge base, it’s critical to view monthly metrics to understand what content is beneficial and what needs to be revised. Customer support isn’t an area where you should go with your gut. Use the data provided by your support software to help your process evolve over time.
Avoid Mistakes and Enhance Your Support Service
In today’s busy world, it’s easy to let things fall through the cracks. Unfortunately, if you don’t stay on top of your support process, you run the risk of losing clients and staining your business reputation. Make sure you spot the mistakes discussed above and take quick action to streamline your process.
PhaseWare provides a full range of configurable customer support software for B2B organizations. Contact us to find out how we can help.