Your B2B organization is experiencing tremendous growth, which is something any business should be happy about. However, while your client base expands, so do the challenges associated with providing consistent, high-quality support. If you don’t effectively scale your support operation, your agents can become overwhelmed, response times can increase, and customer satisfaction can wane. That’s why it’s important to ensure all the components of your support department work together.
The first step in achieving this is to implement customizable customer support software. This will provide you with the tools you need to ensure a seamless customer service operation day in and day out. Let’s go over how you can use these tools to your advantage.
Put More Power in Your Clients’ Hands
Technology has made it easier for customers to reach out to support teams and find answers to their questions. However, sometimes your client’s are simply too busy to stop what they’re doing and contact you. That’s why self-service options have become so popular. More specifically, providing an extensive knowledge base your clients can access on their own time will make things easier on them and your agents. When a problem arises, your clients can log into your self-service portal and search for information regarding product issues and troubleshooting methods. This means they’re not only finding answers, but they’re also learning more about your product. Giving your customers the power to find solutions on their own will also reduce ticket volume.
Automate Your Ticketing Process
When ticket volume increases beyond what agents can handle, your customer experience starts to diminish. The best way to solve this problem is by using automated features. These are easy to implement with software for B2B customer service in place. Automated ticketing will help in a number of ways. First, each ticket will get routed to the appropriate agent so your team’s not wasting time passing tickets around. You can also set up automated responses to tickets that inform clients your team is addressing the issue. By taking this task away from your agents, they can focus on resolving issues in a timely fashion.
Get a Bird’s Eye View With Customized Dashboards
If your support agents work with multiple channels to fulfill client requests, it’s imperative they oversee everything in a single dashboard. This means they always have access to the right information and don’t have to jump between different programs to work with different channels. A customized dashboard will also allow you to monitor the performance of your support operation in real time. This is a much better option than having to run reports each month to determine how your team is performing. Using customizable customer support software will make integrating an effective dashboard into your operation a breeze.
Complete Your Customer Service Puzzle Today
A successful support operation requires a number of moving parts to work together. If they don’t, you risk providing a subpar experience to your clients.
Let PhaseWare set you up with software for B2B customer service. Contact us today to learn more.