Medium or Well Done? Getting the Best in Customer Service

Written by: Liz Cook
survey

What does it take to offer not just lukewarm, but grade A customer support? 

A 2021 Dimensional Research study discovered 69% positive customer experiences directly correlate with quick resolutions to problems. Likewise, the same study determined 65% negative experiences link taking too long to resolve a query.

In other words, nearly 1 in 7 people were happy with the quick turnaround – and nearly the same number were unhappy with the long wait to resolution! With a staggering average response time of 12 hours and 10 minutes, it’s no wonder customers would leave a bad review!

Read these valuable tips on what customers really want from customer support and how to keep those 5-star reviews in the bag.

Company Culture Translates To Customer Experience

Ever ask a waiter for a recommendation, and get nothing more than a shrug? Product knowledge amongst employees makes or breaks the difference between stellar support and subpar delivery. 

A robust onboarding process does more than just extend worker knowledge - it fosters a growth mindset. Investing in employees using differentiated training (from in-person training to informative video) thus grows your business. (Issuetrak’s CEO Dan Flowers perfectly sums up growth-mindset in the workplace with a winning formula of reciprocity: “Our employees act with respect and accountability - and Issuetrak returns it tenfold.”)

In return, employees easily overcome learning barriers and more readily embrace their duties. The result? Not only is there greater satisfaction and retention rates; workers are also gung-ho to better represent their company and pass on that feel-good energy when handling clientele.  

An employee recognition system is great for this. Our own STAR award system lets co-workers nominate each other for performing above and beyond the call of duty. Imagine: if you’re regularly recognized for your hard work, what are the chances you’ll groom a killer experience for a customer? As mentioned in the Harvard Business Review, “happier employees [yield] larger talent pipelines and greater profitability and productivity”.

A Team Of Specialists At Your Fingertips - With A Bonus

A company like IBM attends to customers by assigning a specialist team to each client. 

To be a true master in customer support, take IBM’s tactic up a notch: offer a freebie alongside dedicated customer support.

Much like IBM, Issuetrak utilizes an in-sourced customer success team, pairing up customer account managers with our own in-house Product Experts who are invested in customer success. (You don’t get that from your everyday help desk software provider! Hi-yah!) 

And here’s the clincher: there’s no additional cost to this. It’s just plain ol’ great customer support. Because your success is our success.

The takeaways? On your side, providing a catered team of specialists gives you a competitive edge, making you stand out as a superstar authority in your field.

And more importantly, getting down to the heart of it, customers benefit from a better,  more tailored experience.

Give Customer Support Like It’s 2022!

Face-to-face interactions had its time and place. Now a virtualization innovation has taken the post-Covid professional sphere by storm! Face-to-face relations must couple with the power of today’s business-as-unusual virtuality. 

We’ve spread from formal offices to pajama-bottoms-screen-time – making it easier for employees to avoid burnout and nicer for customers to comfortably do business. This graphic from Microsoft perfectly demonstrates the world’s move from in-office to the hybrid/remote workspace.

Basically, to survive in the new era of industry, we must pool communication for remote workers across borders – and international clients across time zones.

 

Excel-Live-is-part-of-the-span-of-ways-to-collaborate-in-Teams-credit-Microsoft

As Microsoft CEO Satya Nadella said in his Inspire keynote, “In a previous era, you could get away with one or two of these quadrants, but now we need all four quadrants to be excellent at any given time for work to be done and collaboration to happen.”

 

So create a virtual customer support space – but don’t go full robot! As useful as chatbots are for your website, remember: people love talking to people. Find a balance. Customers value a quick query answered by a chatbot as much as a complex question answered by support staff.

Thinking Of You! Follow Up-But Don’t Hound ‘em

Streamlined, easy, open communication is a top priority heard over and over again from clients. 

Sending out survey emails helps address security hygiene. Plus, for us, it’s just a good, simple check-in on how our customers’ sites are working for them. Uncluttered messaging -  from the webpage to the support call - curates a transparent process for each customer’s journey.

In an effort to boost open communications,  Issuetrak has previously sponsored user groups to bolster community learning. Our Director of Technology Noel Lucas heads an AWS user group to keep the tech community up-to-date with the fast-paced changes of Amazon’s tech world.

It doesn’t take much - just a little effort and a lot of passion to share your trade secrets and offer an incredibly valuable deliverable that keeps your biz top of mind.

We Count on Your Feedback. Seriously.

The simplicity of streamlined communications stretches to the back-of-house, too. 

Adobe uses front-line employees to test out their own product. This ensures they receive the closest thing possible to “laymen’s” feedback. 

When the masses demanded it, Slack wasted no time to produce an emoji for every existing human interaction.

We learned that IT departments would rather opt for simpler functions in software than PTO! And when an Issuetrak team member  - from Director to developer - brings up such an issue, the commentary gets fed throughout all departments to improve company operations from within.

We ourselves shoot for targets of 100% customer satisfaction garnered from surveys and testimonials because…you know, aim high – or don’t aim at all. 

Customer Support Infographic

 

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