For B2B organizations, maintaining a healthy customer support system is becoming increasingly important. Your internal operation needs to come equipped with the latest technology and practices. Because software technology changes at such a rapid pace, this can be difficult. Luckily, configurable customer support software gives you the opportunity to monitor your client demands and behavior in order to understand what tools you need to integrate into your system. Let’s drill down into what you should be focusing on to help keep your support service as innovative as possible.
Understanding Your Clients’ Needs
Before you make any changes to your in-house support operation, you need to understand your clients’ requirements. The best way to do this is through visual data reporting. This enables you to understand what support channels are being used and which ones are successfully providing your clients with solutions. You can then cross-reference these numbers with the performance of your support team. If you’re clients are primarily contacting your team via phone but your ticket resolution numbers are low, it may be time to start providing better options. You can turn to other technology such as live chat or a self-service portal to provide a more reliable client experience.
Utilize Your Internal Knowledge Base
You may provide a knowledge base your clients can access to find information about your products and services. But an internal knowledge base can help keep your team up to date with new technology and support practices. When implementing this, it’s important you’re providing only high-quality information regarding support services. Try setting up a Google Alert for information on customer service methodology and share useful content through your knowledge base. You can also encourage your reps to do the same to help build a healthy environment your team can turn to for answers and ideas.
Test New Technology
Growing your customer support process involves some trial and error. A data report is the best tool to show you what other features may help your support team. However, testing new tools through your support software is the only way to know if it’s the right solution for you. Regardless of whether you’re trying out live chat or ticket automation, it’s essential you use visual data reporting to understand if it’s working. Once you’ve tested new technology for a few months, you’ll know whether to keep it or look for other solutions. Keeping up with new technology means understanding which tools are best for your support process. It may take some time, but through trial and error, you’ll eventually find the perfect technology needed to strengthen your client experience.
Strengthen Your Support Service with New Technology
In today’s ever-changing tech environment, it’s hard to keep up with new innovations. For customer support operations, looking at your client’s needs can directly impact which tools you should add to your team’s process. Working with configurable customer support software will then allow you to integrate new technology into your operation.
PhaseWare helps B2B entities provide the very best customer support solutions to their clients. Contact us to learn more.