Use Customer Data to Provide Proactive Customer Service
Support service is no longer about only handling issues when the customer reaches out to the company. It’s about providing a personalized experience and anticipating your client’s needs. The goal is to provide proactive service that goes beyond the traditional methods of customer support. Fortunately, organizations can utilize a number of tools to help them refine their support operation and fully understand their client’s needs. Doing so is essential if you want to compete in today’s marketplace.
One of the strongest tools your B2B organization can take advantage of is client data. Analyzing metrics provided by configurable customer service software will allow you to take the client experience you provide to the next level. This will have a huge impact on your bottom line. Let’s go over some ways metrics will help your support operation.
Faster Support Service
A healthy resolution time is one of the most important features of a strong support team. If a client has to wait too long to get answers to their questions, you’re not providing a good experience. By analyzing a data report, you’ll not only find out how long your average resolution times are, but you’ll also be able to get a better insight into where the bottlenecks are happening. You may find that incoming calls aren’t being fielded properly. Or, your staff may be too small to handle the volume of calls or emails. Identifying the problem is the first step in making modifications to speed up your process.
Enhance the Support Resources You Offer
Do you provide a self-service knowledge base that allows your clients to find answers to their questions on their own? If so, you need to make sure it’s working. Your clients may not be getting much out of it. However, by collecting and analyzing metrics, you can find out what content is useful and what is being ignored. This will allow you to optimize your content to better serve your customers. You can also use data from your self-service portal to discover the most common issues your clients are having. You can then work on providing additional support services to help cut down on repeat issues.
Predict Future Support Needs
One of the biggest benefits of accessing a data report on a regular basis is you can anticipate your client’s needs in advance. This is the foundation of a proactive approach to customer service. You’ll no longer only be reacting to client issues when they occur. For example, data may tell you that new users of your product typically reach out within the first few weeks with a certain issue. You can them proactively send out an email with a link to information pertaining to the issue. This helps provide a resolution without the need for involving your support team. It also shows your clients you’re on top of their needs and are working to provide them with the best service possible.
If you’re ready to start reacting to your customers support needs quicker, implementing configurable customer service software will help. At PhaseWare, we help B2B organizations provide stronger support solutions to their clientele. Contact us today to learn more.