Despite the widely accepted tenet that “the customer is always right”, the reality is that the statement completely depends on who the customer is and how you define “right”.
Your business says it's committed to providing a great customer experience, but does it truly put its money where its mouth is? Your marketing and sales teams pull out all the stops, doing everything they can to impress prospective customers. Yet, what happens to those prospects after they purchase your product? Do they receive the same level of attention and quality of service, or are they put in a separate pile and forgotten about?
Customer support shouldn't take a back seat to sales or marketing. It should work with these two teams as part of a three-legged approach to help maintain a positive relationship, no matter where a customer is in the sales funnel.
Your customers aren't the only ones who need support. Every one of your employees needs the ability to do their jobs well, and they rely on the company to make that happen. Without this support, employees can experience work-related stress that affects their performance, leads to more absenteeism and can cause agents to leave your business for another company.
We've been busy making changes and adding features to TeamSupport customer support software over the past few months and we'd like to share them with you! Rather than send a bunch of separate emails, we thought we'd post a product update and run through the various additions.
Because they function as two separate departments, many businesses make the mistake of viewing sales and support as independent operations. They see the customer journey as a straight line where the customer comes into contact with the business, purchases a product or service and seeks help from support should any issues arise.