Customer service isn’t just about profits. Whether we hope to optimize our clients’ time or maximize our business potential, providing excellent customer support relies on several factors.
Using a Knowledge Base to enable customers to self-educate and troubleshoot boosts customer self-service efficiency. Additionally, Knowledge Base compliance for internal training keeps your team aligned with policies. Your knowledge base compliance is maintained when agents and end-users reference the same, verified documentation. Issuetrak’s system ensures that every solution posted is tracked and approved.
For multi-site operations like franchises and complex organizations like healthcare, government, and manufacturing, self-service isn't just about reducing calls; it’s about providing a single source of truth. In Healthcare, the Knowledge Base ensures HIPAA-compliant processes are consistently followed by all staff, and in Education, the educational IT support portal guides students and faculty through common issues, improving customer self-service efficiency. By offering a simple support portal for residents, senior living communities can dramatically increase customer self-service efficiency while reducing call volume.
Modern business process today revolve around automation workflows. Support ticket workflow automation instantly routes urgent or non-critical requests to the right departments and support agent with zero lift.
For instance, in manufacturing, low-priority maintenance submissions are automatically deprioritized in the queue without getting lost, while high-priority issues (like equipment failure in a factory) immediately escalate to the correct maintenance team.
Workflow automation saves your team from tedious spreadsheets, back-and-forth phone calls, or lost email threads, improving agent productivity, all the while increasing the number of tickets your agents handle and solve per hour.
Customer service is about listening to the customer's problem, taking action, and setting clear expectations for a resolution.
If you’ve ever used surveys, you’ll recognize the high value it provides. Issuetrak's history of implementing feedback has influenced product modifications that have better served customers, such as with our Incoming Email functionality, workflow automation, and data point collection. Surveys offer customer support teams incredible intel on ways to improve product and customer expectations.
In other customer support cases, it's important to keep customers and other stakeholders informed of how quickly your team is attending to an issue. Issuetrak's Quick Notes canned responses for regulated issues are an excellent feature for updating customers when you've received their request, along with other progress updates.
Whether you write code or lead a workforce, the core of service comes down to owning your business at every operable level. Pair 100% accountability with the unquenchable desire to find solutions - and you’ll reap nothing less than the greatest customer success and service.
As claimed by author Brian Tracy, time is currency. Set goals for an excellent quality: cost ratio and for your team to be timely and dependable with customers. If you strike out the first time, come back to dissatisfied customers with a plan to serve their needs better, faster, and more astutely than before.
You can generate reports of customer issues to track essential customer support statistics, like first response time, average response time, first contact resolution, tickets handled or solved per hour, etc. Issuetrak's own Issue Hub provides a clear audit trail of issue resolution, showing at a glance your team's accountability and progress.
Features like advanced reporting and the Issue Hub will set you apart from your competition, build your customer relationship, and quickly get a reputation for dedicated, authentic, superior service.
For you to deliver above-and-beyond customer service, you must align with your core business purpose, prioritizing your customers' needs while staying aligned with your business values. Our business values keep us on the path to explosive growth in our customer support. Here's what our support team had to say about what service means to them:
"Customer service comes down to the golden rule of providing the same service you would want in return – in other words, being a customer advocate and putting yourself in their situation."
Alex Goolie, Director of Customer Support Operations
"Customers must be able to leave the interaction better than when they started it. We have to create space so they can be efficient with their time and make it clear that your goal is for them to be satisfied with the result(s)."
"Customer support has everything to do with positive interactions and working together towards resolution and understanding."
Giving full attention to your customer may be easier said than done, but the key to customer success starts with an obsession and full-on dedication to the service you offer. (We ourselves obsess over every detail of our service and software to ensure the best end-user experience. Our scores hit 100% last month!)
No matter what, success is an up-and-down cycle and it’s up to you to seek the peaks. Gain more from your customer support process with Issuetrak's business process management software. Connect with a product expert today.