Customer service can make or break a company. According to an American Express survey, 78% of customers didn’t make a purchase because of poor customer service. From call centers to online communication, consumers expect quick and convenient support. Here are three ways to maintain customer support standards to provide the best customer service possible.
- Review Training & Workflows
Customer support and service skills don’t come naturally for everyone. Others may have no experience at all. To ensure that all of your employees are aware of company support standards, create annual training. This training should cover topics such as:
- Understanding company missions and values
- Answering frequently asked questions
- Handling customer complaints
- Effective communication skills
Aside from proper training, reviewing workflows is also important. Ensure that customer support workflows are as quick and seamless as possible.
- Identify Any Gaps
Nowadays customer support goes beyond a phone call. While your answering service is important, customers may ask questions via email. Or a customer may publicly post a concern on your company’s Facebook page. For all communication methods, have a set process for addressing them.
Walk through various customer support scenarios. Are there any gaps that lengthen the process? Have you forgotten about supporting communication via social media or review websites?
Find any customer support gaps and fix them immediately. You may also want to consider using artificial intelligence technology, such as a virtual assistant, to provide quick and convenient answers for consumers.
Once you’ve identified gaps, monitor performance and collect metrics. To keep your customer support goals on track, analyze:
- Call wait times
- Customer support during peak hours
- Increase in positive reviews
- Customer return rates
With customer support, there is always room for improvement and growth. Monitor metrics to keep your company moving in the right direction.
- Outsource Communication
Tackling the dozens of aspects that go into customer support can be difficult. To reduce some of the burden, many companies outsource their customer service support. Outsourced call centers not only save money, but they also make your customer service more effective and efficient.
At Always Answer, we specialize in providing top-notch customer support. From our well-trained agents to our virtual receptionist service, we make sure that your company successfully manages communication and customer service.
Don’t get lost in the waves of communication! Contact us today at 1-800-606-9898 to learn about our services.