At Talkdesk, we understand the importance of positive customer interactions. Talkdesk was founded on the premise of improving both the support agent and customer experience, and we’ve continued to strive for that. Our support team has an average CSAT rating of more than 99%, and we’re always working to exceed expectations.
If you follow us on social media, you know that we’ve been sharing expert tips about how to become a better support professional. (And if you don’t follow us on social media, you’ll find links to our profiles at the bottom of this page. We’d love for you to connect with us there. You’ll find some awesome content that you can’t get anywhere else.)
Speaking of that content, we’ve reached the halfway point of our 8 Habits of Helpful Support Pros series and wanted to recap some of the CX insights we’ve shared and received. So, get your notebook and pencil ready to record some serious customer support wisdom. (Or save the blog post link. Whichever.)
Above-and-beyond support pros don’t just handle present issues, they also anticipate upcoming problems. This can be done by understanding the intricacies of your company’s product, being aware of updates and becoming an expert in your field by researching industry trends and predictions.
To proactively find ways to solve problems, Customer Experience Manager John Crick advises:
Every customer is unique, but agents sometimes have a tendency to treat them as if they (and their problems) are all the same. A customer may have a problem that’s similar to one you’ve heard before, but it’s likely to have unique circumstances that are specific to that customer. Agents need to be adaptable and ask personalized questions to ensure they can relate to each individual customer. Don’t assume you know the answer before fully listening to the problem.
Customer Service Expert and Talkdesk’s own Justin Robbins emphasizes the importance of ensuring that customers don’t feel devalued. To prevent customers from feeling ignored and insignificant, Justin says to avoid interrupting and “Take time to truly listen to your customers, even pausing after you think they’re done, and then use your opportunity to share your thoughts, insight and expertise with them”.
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Customers often contact support because they lack the knowledge they need to solve a problem – but there’s no need to emphasize that to them. To avoid making customers feel inferior, try to match the language and pace of speaking that they’re using. It can also be helpful to confirm that they understand what you’re telling them by checking in occasionally to ensure that you’re both on the same page.
To make the customer feel empowered and ease feelings of insecurity, Director of Customer Experience Nate Brown suggests, “Validate to the customer that [you’re] happy that they called, that they reached out to the right person and that [you’re] going to be able to help them with their problem.”
There are many ways to help your customer comprehend the information you’re sharing with them. Customer Happiness Manager Kendall Burke says that it’s important to teach “in their learning style. Sometimes it’s … linking to our knowledge base. Other times it might be a quick screencast showing them what to do. We find that taking those few extra minutes to really get to know the person behind the computer screen creates a more unique experience that’s catered to what they need.” In other words, treat your customer as an individual instead of a ticket number, and be generous with both your product knowledge and your efforts to help the customer solve their problem.
Sharing information with customers is a key component of a support agent’s job. However, don’t forget that it’s equally important to provide knowledge to your teammates. Doing so creates an informed, cohesive company narrative.
To recap the first four habits of helpful support professionals:
1. Try to anticipate and solve future problems.
2. Listen and ask. Don’t assume.
3. Be mindful of your customers’ feelings.
4. Provide knowledge for your customers and your team.
Stay tuned for part two of our 8 Habits of Helpful Support Pros series. And to learn more about how Talkdesk empowers both agents and customers, visit https://www.talkdesk.com/why-talkdesk/.