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The five Biggest Customer Support Blunders


1) Viewing Customer care As An Expense To Be Minimized

Good customer support is essential since it is the front line interface between your customer as well as your business. Customer care should not be viewed as an essential evil, but being an chance to meet and exceed your customer's expectations and build upon your relationship. By implementing an interactive set of features on your website for support, your company can allow people to interact real-time with support staff along with other customers; as well as research and identify possible solutions. Instead of awaiting people to contact with questions one after 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 allow customers realize that their issue continues to be recognized and confirmed and help is on the way. In addition to the good will that you build up using the customer, automated help-desk solutions means savings in productivity and employee morale.

2) Being Reactive, not Proactive

Most business managers don't have any vision or foresight - because they don't understand what they do not know. It's not they are dumb or incapable, it's just they are spending all their time maintaining, updating, and seeking to keep the old processes and systems running. Installed all of their concentrate on projects and deadlines -- until the proverbial SH*T hits the fan. And only then can they spend Ten times time and cash trying to fix an issue that may have been prevented with a little foresight. Which days, foresight means obtaining a cloud-based customer support solution. With cloud-based computing, you are renting a service that is provided, provisioned, maintained, and operated offsite. Your customer care team simply invokes their browsers for connecting to customers and customer computers. Don't allow the wave of cloud computing wash your business away.

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3) Working the Process Rather Than the Problem

Your support staff shouldn't be blindly focused on completing a pre-defined process. Their focus ought to be on solving the customer's problem and identifying opportunities to extend the relationship using the customer. If your agents take more time on the paperwork and loading software and filling out forms than resolving customer issues - you need to change the process. Or your customer will change theirs.

4) Under-Delivering or Over-Selling

You will know your product is the greatest solution for the customer's problem. You should remind them of that fact as often as you can. But when a competitor's product can do the job equally well or better in some circumstances, you better get with engineering or operations to make certain that your product soon meets and exceeds the other guy's. And if you let customers know when your company has made an error, you are simply humanizing your brand. Customers connect to 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 support and help-desk software programs are poorly chosen, poorly configured, poorly implemented, or placed on bad or out-dated hardware, you will be re-doing it. And when the software is not manageable, configurable, or customizable, you will be spending more money modifying it than buying it. And when the customer support software is being used by poorly trained managers and technicians, and customer problems fall through the cracks, unresolved, you will be hearing about 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 really are a mouse click away. Don't give your customer grounds to click away.