The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…
It’s Monday morning and the last place you want to be after a stressful weekend at your in-law’s house is at work. You’d much rather be at home or perhaps at a spa. But as luck would have it, not five minutes into your day you get an upset customer going off about how their Handy-Made 5000 broke on first use and your company makes shoddy products and needs to replace it immediately. Could the day get any worse?
No matter how large or small your company is, you need to make a point to sort through customer feedback. Feedback in the form of reviews is probably one of the best ways to learn about what your company is doing right and what it isn't. The consensus among many business owners is that only small businesses really pay attention to customer reviews, but that isn't true. According to a BuyerView report by Software Advice, businesses with more than 500 employees were more likely than small businesses to pay close attention to customer feedback. Still, numbers for both large and small companies were high with 87 percent of large and 70 percent of smaller businesses utilizing and interpreting reviews to improve operations.
Customer support isn't usually thought of as emotional, but having a connection with your customers that's about more than just the product can help strengthen ties and build long-lasting relationships. This is highly-important for B2B customer service, and a good help desk support software solution will help you create this connection.
What is an emotional connection?
An emotional connection pertains to how a customer feels about your company. Do your customers feel appreciated and valued? Do they feel pride in the fact that they use your products and services? You want them to feel strongly about your business. According to Communico, an emotional connection to your customers is one that captures their hearts and minds. You want them to feel good when they think of you.
As a regular human being who uses products and services just like anyone, I have had my fair share of both good and bad customer service experiences, and a few recent ones inspired me to share a list of 6 "canned responses" or "lines" that are often used and shouldn't be. If you're one of the good guys (and I know you are, otherwise you wouldn't be reading this blog) it might help improve your customer support even more - or at the very least, give you a little chuckle.
I knew it was going to be a long day when I received three emails, to three different addresses of mine, which looked suspiciously like a phishing attack. Unfortunately, these emails all came from one of my employee’s TeamSupport.com email account.
“Uh oh” was my first response.
It got worse when, just a few moments later, we started receiving tickets from customers into our support queue telling us that they had received the same email.
Our immediate thought was that somehow TeamSupport had been hacked and our customer list had been compromised. Worse, was it possible that customer data had been hacked? For the CEO of a cloud-based application company, this is about the worst-case scenario — we spend a lot of time and effort on data security, and our customers trust us to keep their information private and secure: Any breach of that trust is a major issue.
As a B2B software provider, we are constantly trying to better understand our customers and meet their needs and wants. This is true of marketing initiatives, but more importantly new customer success - encompassing onboarding, training, and ongoing support.
The ongoing battle of how, when, and where to provide training - do we just sign them up and let them fend for themselves, waiting for them to contact support when and if they need help? Do we offer personalized one-on-one training, or self-service options like guided tutorials? Do we establish a customer success team, with dedicated account managers to guide them through using our system?
There is no one size fits all answer, each business is unique and depends on the complexity of the software, the aptitude of the users, and much more. But in a recent survey by GetData (the research arm of software reviews site GetApp), small and mid-sized businesses (SMBs) made it clear that what they really want is best practice feedback.
For many companies, the “if we build it, they will come” philosophy has been the extent of their growth strategy. However, more successful companies have learned that the best way to grow is to build a stronger relationship with their target customer base.
Remember the old saying "a picture is worth 1000 words"? Well that is still true today, and if a picture is worth a thousand, then video must be in the millions. The same goes for using video in customer support - there are so many benefits to using video - in fact according to our recent infographic, the brain processes visual information 60,000 times faster than text! That's why TeamSupport offers 2 different ways to use video to improve your customer support efforts.
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