Customer Support Software Featured Articles

Creating the optimal customer experience is important, but so too is the ability to keep the costs associated with that experience within budget. It’s easy to invest in a number of different solutions that promise to help you boost the customer satisfaction level as the higher the level, the greater the potential for ongoing revenue opportunities. But unless you’re making strategic investments in customer support software that align with your overall focus for the long-term, you might be missing the mark.

Fortunately, you can implement the right solutions, reduce the cost of taking care of your customers and keep everyone happy at the same time. The key is to put the right strategy in place and work to change the mindset of those within the organization that have traditionally viewed the customer support division as a cost center instead of a revenue machine. A recent blog from customer support software provider, TeamSupport offers some insight on how you can reduce those costs, but still hit the targets you need to be successful.

Hiring

This is not a new concept, but it’s worth repeating – you have the hire the right people if you want to meet your goals. Don’t hire just according to credentials or a recommendation. Look for individuals who will actually help you meet your long-terms goals. These individuals are responsible for interacting with clients, so make the most of it.

Support

While it’s easy to assume that the live interaction is always the best interaction, sometimes customers just want to get the information they want or complete the transaction that’s important to them at the time. They don’t need interference from an individual, they just want results. Self-service can help you accomplish that, as long as it’s designed with the user in mind.

Channels

Don’t assume that all customers want to use the same channels all the time or even for the same reasons. Pay attention to the channels used to interact with you and why customers need help or access to certain capabilities. Then build the channels you make available around this information for better outcomes.

Obstacles

What gets in the way of the successful interaction? If you don’t know, it’s time to pay attention to abandoned calls; customers who call repeatedly for the same reason; abandoned shopping carts on your site; self-service transactions that aren’t completed; etc. Look at where people are getting stuck and remove those obstacles.

Tiers

Don’t make your customers jump around to get to a person who can actually approve their request. Customers expect solutions fast, so put customers support software in place that empowers your agents to treat customers the way they expect to be treated – fast, accurate and complete.