Speed up customer support flow
A great customer service is a key part of the success of every growing company. Building an efficiently process of working for the support agents is a major challenge which just becomes bigger when your customer base is expanding. You need to be fast, efficient and supportive, not only present. Here are some fundamental questions?
· How to grow my support team without losing the workflow?
· How to organize my processes to insure a quality?
· How to optimize the step of answering to all tickets?
The success can be accomplished only by smart decisions, optimization and the right software solutions.
Stop making everything manually!
Work smarter, no harder. Even if you have a big, well-structured team of agents you still have one thing to optimize — their time. It is their most valuable asset, if you use only manual answers to all requests or questions you will put your customer support team in a situation where they need to transfer a lot of tickets around and write simple but yet necessary answers to update the client about their status and this is just not efficient enough.
You can automate this process by setting automatic paths to certain requests. It can work in different situations:
1. Assigning the question to the right agent. For example, if a client from a certain company or source asks something specific, there will be an agent that can answer faster than other. So why to switch between people and delay the solution, when it can be preset to go directly to the right person. Set a path of conditions which can lead to an automatic rule
-> If a client from company “x” needs to know “y” and writes from source “Z” than assign the ticket to group of agents “A”
2. Automatic emails for updates — it is a small task but still very important one. Answering to your customers for things like “we got your ticket”, “it is assigned to X”, “it was resolved, check your ticket” and so on. If you create automatic respond for these simple tasks you will save a lot of time to your agents
3. Automatic response to certain comments. We all know that there is this type of clients that are always commenting things like “what is going on with my question” “any update” “are you working on it”. It can be very annoying for your customer support team to answer manually to them all the time. Set an automatic email respond and make everyone happy.
Solutions above are very useful for things you are repeating a lot or don’t want to forget. At the end your customers want to feel appreciated and valuable and this makes a difference for them.
Don’t lose time repeating
It may sound obvious but writing template answers to common questions will save a lot of time for you. Create a structure where all your agents can assess the database of templates and let them use them. Why they need to think every time about it when they can use good old “copy/paste” practice.
In order to achieve better results and avoid “robotic” presence just create several answers in the template and divide them based on certain criteria. For example, you have a note or status about a group of clients who prefer formal conversation, give them the same answer but with the correct sound. The same works for more informal talking customers. They will appreciate a bit of humor or more casual wording. So spice things up and “keep it real” ;)
Make a skill-based teams
Think about your customer support team as a sports team. Players have different skills, divided positions on the playing ground and they can do a specific job. If you make all agents equal, you can’t use their strengths. Create teams based on the degree of certain category — talkative/straight forward, charming/analytical, technically knowledgeable/more product oriented and so on.
This way you can stream tickets to the group or personality which will enjoy a small talk rather than faking it or sending the tech geeks not the marketing oriented one when is needed.
Optimization is the key to growth
Automatic processes using paths, template answers and skill-based team will ensure your ticket reach the right agent and there will be a healthy relationship between customers and support agents. Don’t let things “go with the flow” lead the process of categorization and optimization by using the right tools, practices and software. Using the manual approach with the attitude of “things work as they are” will eventually leave you empty handed.
And never forget, you need a reliable partner in this so check our website www.scaleforce.com and let us know if we can do the job for you.
