Published on July 25th, 2016 | by Guest0
5 Ways to Consolidate a Customer Support System in your Company
To acquire the ideas that hold the idealistic approach towards customer support, the most essential one is, to strengthen the basics behind it. It is easy to deliver a service, if you have, thoroughly grasped the concepts behind your business. But most of the times, such understanding comes while the service is on and the customer is availing it. You get cues about various aspects of the service that entail immense possibility for the betterment of the customer support system.
Now, the question is what makes a customer support system more inclined towards the customer’s interests and what makes it convincing in lesser number of minutes invested.
Well, it varies with the kind of service the business is providing. But precisely, there are some touch-points that cover almost all kind of businesses and all kind of services but what is necessary, is to keep an eye on the variation of gaps between the service and the support that call for significant changes time to time.
Such changes are mandatory because they ensure that you have a firm footing in your service but when it comes to give a better experience to the customers you are flexible with your ideas.
Flexibility is necessary to give a new shape to any hardcore idea that is not giving fruitful results. Consolidation is basically bringing in meaningful changes to the service, without any delay. Your customers are looking for such changes in the service. And the customers themselves help you to get the concrete pictures of what kind of changes are needed to be introduced. The necessary part of a change is, it should bring some significant improvement to the customer support system.
Let’s look at the various ways that ensure how to consolidate the support system for your business service.
1. Read between the Lines
As the above line suggests, look for something that you generally don’t notice during the interaction with the customer but if you go for the details and analyze the words, spoken by the customer, thoroughly, then you get many insights that are going to help you improve the customer service. So, it is necessary to read between the lines of the customers.
A customer who is not happy, may shout at the agent over the phone, just because he couldn’t find what he looked for in your service. But, such heated conversations will give you many meaningful cues about how to give sudden improvement to your service.
For the same reason, it becomes very much necessary to keep in touch with the customer and get occasional feedback from them. It helps big time. Many call center software come with call recording features that help to record and analyze the customer conversations.
2. Put on the Customer’s Shoes
Your customers are availing your service and you are getting positive feedback but it becomes really tough to segregate a hundred percent satisfied customer from the one who is a little lesser or just availing the service for the sake of it. Every business looks for a good customer base and at times, it becomes very much necessary to put on the customer’s shoes, yourself for your own service.
Like you have a toll free number for your service, you should be aware how helpful it is for your customer and what all improvements are needed in it. You may be well aware of the points where the gaps are present between the service and customer’s need, since you have designed the service. But you should look closely, how the customer on the other end, is getting benefited by your service. And why he has chosen your service over the other competitors. These are some essential questions that should be answered, very sincerely.
3. Pay Attention to Details
The data related to your customers such as, demographic details, call logs, call activities, etc are vital information about your customer and with times, you will have a bulk of data from your customers that carry ideas about their interests and inclinations related to the services.
So it becomes necessary to tap the right set of customers with a right set of service offerings. For this, it is necessary to reach the customer in a favorable time and space. Call center solution like cloud hosted predictive dialers, help you to achieve this. Predictive dialers work based on a complicated algorithm and after a thorough data mining, zero in the right customers to call at an appropriate time based on the demographic details of the customer.
So predictive dialers have come out to be of great help when it comes to reaching out to the customers in a fruitful way. Because it doesn’t miss out on the data and details related to the customers.
4. Get a robust Self Service Interface
With times, the customers have become more aware. For the same very reason the self -service has turned out to be a very meaningful tool in the customer service environment. The customer’s interest in the self-service is because it saves meaningful time of the customer and it gives a connection with the service. IVRs are one of the best self service solutions the design of the IVRs is an important thing when it comes to make the customer interaction more fruitful. A simple and well thought over IVR is a lot helpful because the customer may reach a solution without much delay. But a line should always remain open to a human agent because a machine may be repetitive and may not be of great help at certain times.
5. Make your Customer more Aware
It is always good to work on the customer awareness, in some cases, with a little add on to their understanding, the customer may find it a better experience of availing the service. The awareness of the customer helps the service provider too, as awareness is mutual and it shows that that the service provider is working on mutual growth.
To take this process ahead the customer engagement is the necessary part, by various means and methods, it is necessary to engage your customer that increases the customer’s involvement in your service. For example, cloud technology is one of the most forward- looking technologies these days and most of the services are switching to cloud because of its sophisticated features, that make it reliable, secure and user friendly.
So in case if you are switching to a new technology it is very essential to make your customers aware of the benefits and what all compelling reasons make you consider a transform or adopt a new technology. If your customer is aware about your activities behind the betterment of the service, your customer is going to fall in the loyal realm of the customer base, very soon.
Customers always Expect a little More
A customer who is availing the service is always expecting a little more from the service provider and with the upsurge of customer’s expectations, you may have to give complete new perspective to your service, to keep aligned yourself with the customer’s expectations. In this way, it becomes necessary to make use of the progressive, contemporary technologies and always be able to give your customers a little more than they expect.
Vipul Srivastav is an Editor at Call Center Hosting. Clouds have always fascinated him. For the same reason he loves to explore and share his understanding and ideas related to cloud-based innovations. He writes about contemporary subjects as well.