Is Ditching Phone Customer Support a Smart Decision?

There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. When prioritizing support inquiries, there’s a hierarchy of channels. Email sits at the bottom, with response times ranging into hours or even days. Chat is somewhere in the middle, with customers expecting a response in a few minutes. Phone support sits at the very top. It’s common for customers to call in and expect to speak with a real person right away. If they’re left on hold, it’s a frustrating experience that contributes to driving customers away from a business.

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Flexible Support System: Creating Personalized Customer Experiences

Throughout our personal and professional lives, we experience elements of personalization on a daily basis. “Have it Your Way” is now more than just a catchy fast food slogan, it’s a way of living as we’re able to customize both mundane and large events in our lives. From brushing your teeth every day with a customizable smart toothbrush to a car that programs seats and mirrors at the push of a button, placing yourself in situations created just for you has never been easier.

So, how can you take this level of flexibility and personalization and apply it to the way you interact with customers? One way is to implement a customer support software solution that is built specifically for the unique needs of your business. Here are a few ways software can be utilized to tailor support experiences to improve not only customer satisfaction but also agent efficiency…

Optimize the areas within the software where you spend the most time – Personalization isn’t nearly as important if you’re doing a task sporadically. Your tolerance of a system not built for you is greater if you know it’s just a one-time experience. However, complete the same task over and over and you’ll notice your mind will naturally begin to yearn for its own unique and optimized “path” in the future. In the world of support, this is especially true when it comes to working with tickets. Companies receive hundreds or even thousands of tickets each day, and finding a solution with a customizable ticket page is essential. It boosts agent efficiency because you can alter the page so all the required information (customer distress, deal value, etc.) is in one place. A custom ticket page also increases agent intelligence and improves the quality of their responses.

Use support system flexibility to improve collaboration – A support team that is thriving and excelling is one that communicates with each other. Leverage areas in the software so that you can openly cite and discuss tickets with your greater team. In addition, don’t forget to configure the software so the customer information that will be helpful to everyone (i.e. client name and ticket history) is easily viewable. By doing so, agents don’t have to guess what information is accurate. Work together and make the software your own database of customer information that you can pull from whenever and however you need to.

Choose a multichannel system to be more flexible with customers – Being agile and smart with customer support isn’t just about making changes on the back-end. To truly be flexible and diversify your offering, let your customers recreate their B2C experiences with your B2B company. For example, don’t force them to visit a portal and fill out a form; instead provide them with options how to contact you and let them choose. They can email in a ticket, call you up to talk about an issue, or request a chat session to explain the problem. This flexibility goes a long way with customers and creates new dialogue opportunities that can boost retention and sales.

Looking to learn more about the impact multiple channels have on customers? Click here to download our whitepaper on omnichannel customer support!

To summarize, leveraging a flexible customer support system is vital to creating the tailored experiences that are becoming required by modern companies. Select a software system that meets the needs of your customers and allows for extensive back-end customizations to improve how your agents work on tickets and with each other. From here, add flexibility to the support aspect of the personalized customer experience by providing additional channels for customers to contact you. Becoming truly agile as a support team may seem like a large task – and depending on where you are as a business it can be – but when accomplished it can truly impact the bottom line in a positive way.



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