Doing the same thing over and over again, only to end up with the same results is the definition of insanity. If your firm is losing customers as a result of your customer support process, you are likely missing the ‘red flags’ and falling victim to the above scenario. So instead of watching the bottom line turn from black to red, and left with yelling “serenity now” as your solution, just keep your eyes peeled for the signs.
In today’s omni-channel, always-on, always plugged-in business world it is mission critical to meet customers on the channel of their choosing, make interactions contextual and provide resolution – sounds simple enough, right? A recent blog from B2B customer support software provider TeamSupport highlights some of the red flags that are surefire signs change is needed.
If customer are leaving that’s a problem. If customers are complaining about support, the blog notes the firm’s approach is ineffective. And the more a customer complains, the better chance of them jumping ship. The complaints could be varied in regard to customer support, but it is vital to HEAR them and make the proper adjustments moving forward.
We’ve all been there. You call a 1-800 number for customer support. You explain your issue, but for whatever reason the agent is not capable of providing the desired support. That agent then transfers you to another agent, where more than likely you are stuck explaining the root of your frustration again. Customer support must be a collaborative process, where each team member is capable of keeping the continuity of not just one instance, but for every time a customer calls.
When the proper levels of collaboration are not in place, team members are likely to make mistakes when working with the customer as a result of a lack of communication. Maybe the primary contact for a client has changed, and you call them the wrong name. Or attempt to give attention to problems that have already been resolved. Either way the end result is subpar.
These are only a few examples, but it does not take a lot of digging to see if your customer support is up to snuff. The proper processes in place will certainly help you and your business avoid the “serenity now, insanity later” scenario, by providing exceptional support.
Edited by Stefania Viscusi