As a businessperson you understand that the importance of keeping your customers satisfied is a fundamental aspect of long-term growth. However, for many consumers reaching out to a helpdesk to discuss a concern, return a product or just ask a question is a stressful and unpleasant process. Inadequate customer service appears in many organizations, but it’s invariably a barrier to brand representation and customer loyalty. Automated responses that don’t provide the options customers want or longer than average wait times on the phone can leave them discouraged with your company and rapidly become a brick wall in the user experience. Four simple actions can make customer service work for you and your customers.
Hire a Dedicated Customer Service Staff
When you’re first starting your business, it’s simple and frequently optimal to manage customers directly, including developing solutions to their problems one-on-one and answering individual questions. While a direct contact model and growing relationships with each of your clients is intriguing, it’s just not scalable. For instance, if your company has evolved to a position where you can’t adequately provide service to your current customer base, then your model has become outdated and requires replacement. One solution involves narrowing customer interactions down to a funnel to enable employees to concentrate on providing high-quality customer experiences through a direct support team.
Don’t Fall Behind
The landscape of customer service solutions is evolving as quickly as the current technology. To provide the best service possible, you have to be able to communicate with customers across multiple platforms, such as social media, email, chat or text. However, as methods of interaction continue to evolve, you have to be ready to adapt your processes to handle customer inquiries effectively. A customer-accessible knowledge base (KB) is a crucial key to any customer service foundation. You’ll never be able to address every issue if you treat each one as an isolated case. By identifying common customer questions, you can prepare resolution templates that your agents can use as a quick reference.
Design Your Solution With Customer Needs in Mind
Your cloud help desk representatives must present fast, high-quality solutions. Sincerity and accountability are vital, and social media adds a transparent, public forum for customer communication. Before making any changes to your customer service method, start with the customer’s needs in mind. Organic technology enables you to upgrade to the cloud, facilitating numerous opportunities for support that are effortless to implement. More communication channels also open up fresh avenues for customer engagement. However, speed and cutting-edge technology are irrelevant without custom tailoring your solutions to the needs of your customers.
When your helpdesk is unable to field calls continually, provide your customers with opportunities to resolve their problems with self-service support options. For instance, you can set up an online support system that enables customers to locate answers to challenging questions. It can also allow them to track their order status. This is just one streamlined and simple solution to fill in the gap when agents are not available.
You can stay on top of your customers’ needs by continually adapting your processes, priorities, technology and policies. The quality and speed of solutions is the distinction between a responsive helpdesk and an emotionless, unpleasant customer response team.