Businesses are used to answering customer support questions directly over the phone. Yet, as the products and services offered by business-to-business (B2B) organizations turn increasingly digital, their customers start treating support in a similar manner. An increasing number of customers turn to online methods like email, chat and social media to contact businesses with issues related to their products. It's up to B2B companies to make sure they observe all channels and customers in a timely and efficient manner.
Occasionally, customer support teams experience a sudden upsurge in incoming tickets. Whether they are anticipated or happen unexpectedly, a large number of incoming tickets means more work for agents. A poorly functioning team with subpar software will quickly become swamped with the workload. On the other hand, agents with the right tools and structure will easily address these tickets in a timely, supportive manner and help customers find solutions on their own. Here are some tips for handling an increase in customer support tickets:
First contact resolution (FCR) is a widely used measurement for how well a company is meeting customer expectations. In theory it measures both efficiency and effectiveness of a support team by calculating the number of requests or issues that were resolved in a single contact. The idea of course is that if the customer only has to contact you once to get their issue resolved, then they will be satisfied.
Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. Customer support software makes it easy to give customers what they want and need. According to a Coleman Parkes survey, 91 percent of respondents said they would use a knowledge base if it were available to them, and 75 percent said online support is preferable as long as it is reliable. Creating an online location for customers to seek out knowledge can be extremely useful as long as it is organized into channels. Popular self-service channels include frequently asked questions, a searchable knowledge base and online discussion forums.