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Best Practices for Customer Support Reporting

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Best Practices for Customer Support Reporting

June 24, 2016

  By Paula Bernier, Executive Editor, TMC

We hear a lot about big data these days. But collecting data from the broad array of channels with which customers use to communicate, making sense of all that data, and leveraging that information so businesses can act on it to meet their specific goals involves a lot of organization and coordinated systems and teams. TeamSupport recently published a posting that walks readers through how companies can make their data actionable in an effort to improve their bottom lines.

The piece provides readers will five steps to get there.

The first step involves selecting software with highly customizable reports.

“Software that is designed for B2B generally has a higher level of customization, allows for more access to necessary information, and can minimize duplication in reports,” according to the piece. “It’s also important for companies to find software that can help automate reporting so less time is spent manually pulling and compiling data.”

Training is also key, according to TeamSupport. That’s because the value of reports are only as good as the people who played a role in creating them, the company says. That said, TeamSupport suggests that organizations select software providers who will offer to train their customers’ employees on how best to leverage their solutions. That training can be done online or in person, just as long as it is available and meaningful. TeamSupport also suggests that providers grant access to knowledge documentation so individuals can go at their own pace and fill gaps as needed.

Gaining visibility into agent productivity is also very meaningful, TeamSupport says. That way, your organization can slot employees in jobs for which they’re best suited, fill any skills gaps with additional training, and recognize the strongest performers. As we hear again and again, happy employees make for lower churn rates and more satisfied customers, so the importance of these measures cannot be understated.

Of course, not all customers are going to be happy all the time. But rather than simply writing off the unhappy ones, TeamSupport suggests organizations work to understand exactly why customers are unhappy and how they might turn those frowns upside down.

Finally, the piece talks about the value of keeping it simple. Rather than creating a lengthy report, TeamSupport says, provide customers with quick answers via chat or self-service options where that makes sense. That can make for happier customers, and it reduces the number of data points by decreasing the number of trouble tickets.

Edited by Maurice Nagle
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