You already know that effective customer service is essential to client satisfaction. You’re likely also aware that it’s between 5 and 25 times more expensive to invest in new buyers than it is to retain current customers. In fact, you’re even savvy enough to recognize that 77 percent of clients would refer a brand to a friend after just one positive support experience.
You get it: quality customer service is a crucial factor in the overall success of your business.
But frankly, when it comes to providing the best possible support, it’s no longer enough for you to think of your customer service program as just another cog in the machine. Your business is like a living organism, constantly adapting to fit your needs – shouldn’t your customer service be able to do the same?
Customizable support software can help you weave grade-A customer service directly into your business’s DNA. Let’s take a look at a few areas in which your program could improve by using software to build your customer support from the inside out.
Communication is Key
Regardless of industry, your customer will appreciate communication that is clear, considerate, and consistent.
Ensure that your customer service program ticks all the boxes by automating responses, reminding agents to provide updates on on-going tasks, and organizing your processes so that each client is given the attention they need with support software.
Service with a Smile
Did you know that 73 percent of customers cite friendly service reps as the main reason they fell in love with a brand? Satisfied customers start with satisfied employees.
Keep your agents happy and helpful by creating streamlined workflows, linking tasks to one another so common problems can find common solutions, and implementing incentive programs based on service metrics.
Time is of the Essence
If your current customer service system relies on email, chances are your agents find it difficult to prioritize and complete tasks in a timely manner.
Integrating software into your customer support program will reduce time-waste, increase overall efficiency, and equip your agents with the time-tracking capabilities they need to make informed decisions.
Stop, Collaborate, & Listen
Successful customer service requires that your agents work as a team. In fact, dynamic communication between employees is often just as meaningful as that between your business and the customer.
Use support software to establish a collective knowledge base for your agents, making it easy to find and reference information. What’s more, web-accessible support software is updated in real-time, keeping all of your agents up-to-speed on ticket changes and resolutions.
The Customer is Always Right
There’s no better measurement of your customer support system than client feedback. And more often than not, you won’t know of a client’s displeasure until they’ve already left.
Stay ahead of the curve with automated customer satisfaction surveys and other support features.
Time for a Pulse Check
Is your customer service program beating in time with the rest of your business?
Incorporating support software into your system could be the solution you need to get your entire team working as one.
Deskware
Deskware is a combination of manual and automated processes that allow you to resolve customer issues fast and efficiently – all in one place. The cloud-based nature of this ticketing system helps to keep track of conversations, prioritizes, categorizes and implements problem resolution, so you are always a valuable resource for your customers. To learn more, visit us online!
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