The support team is the best way for companies to improve customer experience by building positive and productive relationships with their customers. These dedicated, frontline support professionals are the name, face and voice of your company for your customers and, as such, need the proper tools in order to create a healthy, mutually-beneficial relationships. Without them, retaining customers and brand reputation is nearly impossible and costly — according to American Express, 33% of customers say they’ll consider switching companies after just a single instance of poor service. Maintaining a growth mindset will help support teams improve customer experience.
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However your support team operates today, it’s important to resist the urge to operate reactively to issues. The best support teams proactively improve customer experience by knowing their tools inside and out and have a comprehensive understanding of the product features. Beyond having agents with robust internal knowledge, a key component of a high-quality support team is the willingness to seek information about emerging industry trends.
Keep in mind that you have two responsibilities: one to your company and another to your customers. You owe it to both to continue learning about your product. As a support expert, it’s easy to assume that you know everything there is to know about your product, but the moment you start believing that you know everything is the moment that you stop picking up new things. More importantly, you stop providing value to your employer and customers.
A good support team is more than just a collection of people armed with a handful of tips. The right team is built of well-trained individuals with a commitment to ongoing education, armed with the proper tools and possess the communication skills to collaborate with customers and solve complicated problems.
Resolving an Issue Doesn’t Always Improve Customer Experience is part of our ebook 8 Tips Support Professionals Need to Develop by Dominic Sandoval, Technical Support Team Lead at Talkdesk. Talkdesk’s world-class support team has an average CSAT rating of over 98%. For more tips on how to leverage customer support skills to build relationships, download the ebook.