We’ve all been on the other side of the phone before when a company has completely dropped the ball. Whether they forgot about our ticket, shipped us the wrong product, or refused to issue a refund; these experiences are very real and memorable. Positive reviews are great, but simply put negative reviews are more influential and memorable to potential customers when evaluating their purchasing options (especially in the B2B industry).
As one of the top five predominantly English-speaking countries in the world, Australia is a common expansion destination for many global companies based in the United States, Canada, and the United Kingdom. But what should companies expect from Aussies in relation to customer service? Here are 5 things to consider when providing Australia customer service...
Walking down a busy street, there can be so many things happening. Some of these simple interactions we encounter on a daily basis can transcend into other areas of our life. But what can we take from our lives and put into action in the ever-changing B2B customer service world? Here are a few things…
When customers need help with an issue involving your product or solution, where's the first place they go? In the past, customers would call your support team directly. Now, they're more likely to search online for answers. According to Microsoft's State of Multichannel Customer Service Report for 2016, customers across the world overwhelmingly start their customer service interactions online as opposed to on the phone or in person. If possible, people would rather try to handle support issues on their own.
Your business needs to be ready and waiting for these customers at the beginning of their support journey. You can best provide online customer support in two ways: offering an online support portal that directs customers to self-service support options and optimizing the visibility of your support portal in organic search.
As the saying goes, you never get a second chance to make a good first impression. Business-to-business (B2B) customers spend a lot of time working with their vendors, and a bad first impression from a support team can cause them to rethink their decision to partner with a particular company. Meanwhile, a good first impression assures them they made the right decision. That's why, when customers contact your support for the first time, you want to to be sure to provide them with everything they need. Here's how to nail a customer's first experience with your support:
"Customers want the correct solution as quickly as possible."
Respond to them in a timely fashion
When customers have an issue with their product or service, they want the correct solution as quickly as possible. Businesses that regularly handle a large number of customer messages with no method of organization run the risk of losing or forgetting about certain emails, leaving customer questions unanswered. Your agents need software that can manage and sort the numerous emails they receive. Additionally, they won't have to worry about creating a ticket for each email since the software does it automatically.