利用者:PegramMundy882
The 5 Biggest Customer Support Blunders
1) Viewing Customer Support Being an Expense To Be Minimized
Good customer care is essential because it is the leading line interface between your customer and your business. Customer care should not be viewed as an essential evil, but as an opportunity to meet and exceed your customer's expectations and build upon your relationship. By implementing an interactive group of features on your website for support, your company can allow people to interact real-time with support staff and other customers; in addition to research and identify possible solutions. Instead of awaiting customers to call up with questions one to another, your agents can multi-task and field questions concurrently. After normal business hours, your support website can nonetheless be available 24 x 7 to let customers realize that their issue continues to be recognized and confirmed and help is on the way. As well as the good will that you build up with the customer, automated help desk solutions means savings in productivity and employee morale.
2) Being Reactive, not Proactive
Most business managers have no vision or foresight - because they don't know what they do not know. It's not they are dumb or incapable, it's just that they're spending all their time maintaining, updating, and seeking to help keep that old processes and systems running. They put all their concentrate on projects and deadlines -- until the proverbial SH*T hits the fan. And only then can they spend Ten times the time and money trying to fix an issue that could happen to be prevented after some foresight. Which days, foresight means obtaining a cloud-based customer support solution. With cloud-based computing, you're renting something that's provided, provisioned, maintained, and operated offsite. Your customer service team simply invokes their browsers to connect to customers and customer computers. Don't let the wave of cloud computing wash your company away.
3) Working the procedure As opposed to the Problem
Your support staff shouldn't be blindly focused on completing a pre-defined process. Their focus should be on solving the customer's problem and identifying opportunities to extend the relationship using the customer. In case your agents spend more time around the paperwork and loading software and filling out forms than resolving customer issues - you need to change the process. Or perhaps your customer will change theirs.
4) Under-Delivering or Over-Selling
You know that your product is the greatest solution for the customer's problem. You should remind them of this fact as often as possible. But if a competitor's product can perform the task just as well or better in certain circumstances, you better get with engineering or operations to make certain that your products soon meets and exceeds another guy's. And if you let customers know when your company makes a mistake, you are simply humanizing your brand. Customers connect with humans, not corporate behemoths. Never let your customer wonder who they're doing business with, or if they've been over-promised and over-sold.
5) Deploying Faulty Technology and Technicians
If your customer care and help desk software programs are poorly chosen, poorly configured, poorly implemented, or placed on bad or out-dated hardware, you'll be re-doing it. And if the software isn't manageable, configurable, or customizable, you will be spending more income modifying it than buying it. And if the client support software is being used by poorly trained managers and technicians, and customer problems fall through the cracks, unresolved, you will be listening to it. Don't become monolithic, inflexible, or unable to keep up. In today's ultra-competitive business landscape, loyalty is awarded in months, not years. Your competition are a mouse click away. Don't give your customer a reason to click away.