How to Tell if Your Support Initiatives are Working

Your business likely has good intentions when it comes to customer support initiatives. However, sometimes it doesn’t matter how much strategic planning you do, there will always be some holes to patch up. Knowing whether your support initiatives are working takes just as much time as implementing the initiatives in the first place. With onsite customer support software, you may be able to streamline the process to get a better idea of what’s working and what’s not working. Here are some tips to see if you need to make any adjustments in your processes.

Analyze Your Strategy

Any customer service initiative begins with goals. Then a strategy is developed to achieve those goals. In order to tell whether your strategy is working, you have to revisit your goals at a certain point to see if you are on the right track or not. When you have customizable customer support software, it could be as easy as running a custom report to get the metrics you need. If some of the metrics don’t seem quite right, then it’s time to go back to the drawing board with your strategic planning.

Critique and Adjust Your Processes

Sometimes the processes you have in place may not be best suited for a particular strategy. With configurable customer support software, you can see any flaws in your process and make adjustments accordingly. It’s difficult to guess where a particular process is going wrong unless you have the software and metrics to back it up.

Confirm You Have The Proper Technology

Do you offer multichannel support? If so, you need to look at each channel individually to ensure it’s achieving your customer service goals. Some onsite customer support software includes dashboards and widgets, as well as a management tool for your live chat feature, to track any and all incoming issues. Without this technology, it’s difficult to tell whether your systems are working or not.

People Make A Difference Too

Many times we get caught up in analyzing systems, processes and technology, but forget to look at the actual humans behind the customer service desk. The right leadership and training play huge roles in ensuring your support initiatives are working. That’s why the importance of configurable customer support software can’t be understated, since the software can help pinpoint whether a particular employee is causing an issue rather than your strategy, process or technology.

Phaseware wants to help you ensure your support initiatives are always working as planned. You spend a lot of time developing customer support goals, so the more information you have to measure the success, the better off you’ll be. If you aren’t sure whether your support initiatives are working, or if you suspect some issues need to be resolved, contact us today to learn about our product offerings.


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