In the past, businesses could rely on competitive pricing, a quality product, and effective marketing for continued success. Today, this isn’t enough. Providing a quality customer experience is now one of the most important components needed to retain clients and attract new business. This is especially important for B2B organizations who must back up the use of their products with client support.
The best way to do this is by implementing customizable customer support software that provides you with the tools needed to interact with clients and streamline the support process. However, these tools won’t magically turn your support operation into a well-oiled machine. That’s why we’re going over additional factors to consider when working towards a seamless support experience.
One of the best ways to refine your customer experience is to go directly to the source. Gathering client feedback will tell you exactly where you need to make changes. However, instead of opting for annual feedback collected through surveys, you need to go after real-time feedback. This means reaching out to your clients after issue-resolution has taken place or after certain product milestones have been reached.
Collecting regular employee feedback is also helpful when trying to understand how to enhance the customer experience. Your support reps are in a unique position to provide insight on why bottlenecks are occurring and how to make their jobs easier, and in return, more beneficial to your clients. Getting the feedback may expose the necessity for a configurable collaboration solution with your support software.
Providing the Right Support Features for Your Product
Your product will ultimately determine the kind of support tools you’ll need in order to provide the best possible customer experience. Implementing customizable customer support software is the correct first step. However, the type of support features you provide will steer the customer experience in the right direction.
This means learning by trial and error. It also means you’ll need to keep a close eye on metrics to understand user behavior. For example, if you find your chat functionality is only providing issue resolution a very small percentage of the time, it may be time to eliminate the functionality altogether. It’s also important to maintain a strong self-service portal and monitor how effective your knowledge base is when providing clients with easy access to solutions.
Understanding What Your Support Team Needs
Your reps are the backbone of your support process. It’s imperative you understand their needs in order to provide them with the right tools and infrastructure to facilitate your clients’ demands. In order to do this, you need to evaluate their current day-to-day process and determine where changes could be made and what tools will help them.
Most support teams work with a number of different clients each day. This means every rep needs quick access to client profiles, support history, and reports. If these tools aren’t available, your customer experience may start to deteriorate. Internal communication could also be a factor in hurting the interaction between you and the client. You may need to look to your support software to provide a configurable collaboration solution.
PhaseWare provides support software for B2B organizations looking to provide secure customer solutions and enhance the client experience. Contact us to learn more.