5 Elements of Great Customer Support

 

In this era of digitization one of the best ways you can win people's hearts is through not-so-common human touch. With so many options for the same products or services, it becomes even more challenging for businesses to make profits and build better and huge customer bases. In an era like this having a competitive edge over competitors has become essential. It is now required more than ever for businesses to have efficient and productive customer support services. Providing good quality customer support services normally gives businesses a competitive edge but also helps them increase their profitability and customer satisfaction levels. 

Here are 5 principles of quality customer service -

Being available 

Customers don't like to wait. When customer sources are limited to specific hours it can cause a hindrance in help desk ticket registration. It is essential for businesses to be open round the clock for customer service purposes. 24/7 availability helps businesses register more tickets and cater to customer needs at any point of the day. Being available round the clock not only gives businesses a competitive edge but also improves customer satisfaction levels.

Reaching out on all touchpoints 

Having an omnichannel strategy is one of the best ways to ensure there is good quality customer service being provided to customers. An omnichannel strategy helps businesses to get in touch with their customers through various touchpoints that are preferred by the customer itself. It helps them reach out to customers via multiple platforms of the customers choosing which not only shows that they really care about customers were also helps in increasing their customer base.

Contextual responses

For efficient and effective customer service to take place, contextual responses are necessary. Contextual responses show that you are well aware of the customers’ situation and history and that you are capable of giving them the most appropriate advice or situation based on their profile. Context is always necessary as it provides a better understanding of the customer service ticket. Not wearing a contact cell response might reflect poorly on the business itself.

Feedback 

It is necessary for businesses to collect feedback from their customers and use that information to better enhance business operations. After collecting feedback from customers businesses should make sure that the feedback is used to gain insights on various things like customer trends, etc. This not only gives a better idea of how sales strategies and marketing strategies should be structured but also helps businesses better understand what exactly the customer is thinking or how they feel about their services or products.

Personalization 

Adding a hint of personalization always helps. When customer service agents personalize their interactions with customers it helps create a bond. Personalization of interactions can happen through little things like their preferences, likes, and dislikes, etc. This makes customers feel special and cared for which in turn increases the customer satisfaction levels. Efficient customer relationship management tools like Kapture CRM help customer service teams collect customer data which can then be used for personalized marketing.

Providing great customer service can become very challenging if your business doesn’t have the right tools for it. With the right and intelligent technology like Kapture, your business can not only provide better customer support service but also optimize business performance. To know more about customer service management tools click here for a demo. 

What is Customer Service Automation?

Receiving the same customer queries like “Unable to login”, “How to change my account settings”, the bombardment of plenty of emails, tickets, phone calls and chat conversations can be tedious. These manual tasks can be time-consuming and would decrease the efficiency of teams working on them. 

This is where customer service automation comes into play as it is the process of automatically carrying out customer service tasks, from handling connectivity issues to sending follow-ups to customers. Customer service automation aims to decrease the human efforts in the monotonous tasks which can be used in other important tasks.

How can it be achieved?

Customer service automation can be achieved using AI tools and technologies, including chatbots, text analysis, knowledge base, canned responses, customer self-service portal, workflow automation, IVR facial recognition and others. Modern CRM and helpdesk software are equipped with the mentioned technologies. 

Why is Automated Customer Service so Important?

Chatbots and AI-powered Customer Service Automation CRM and helpdesk software can automate essential parts of customer service functionality. When certain processes are automated customer service organization becomes more efficient and the experience of both agents and customers more pleasant.

Some useful statistics to be noted:

• Accenture says that 61% of customers stopped doing business with at least one company in 2017 because of poor customer experience.

• It’s estimated that by 2020, 85% of customer service interactions will be automated.

• 77% of consumers report having used a self-service support portal.

Benefits of Customer Service Automation

Customer service automation helps you respond to customers faster and resolve issues more effectively. Here are some of the ways customer service automation benefits your business.

Automates workflow:

It allows you to set up specific workflows and processes well in advance. It helps you to put in best practices which expedite your team’s work. 

• A chatbot is one of the finest technology used to automate customer queries by taking an appropriate course of action. Customers need not wait in queues to get answers to their questions.

• Live Chat technology enables you to loop through human agents if the issues are not resolved.

Automated customer service brings consistency in the workflow.

Automated ticket routing:

A ticket management system helps in automated ticket labelling and routing.

•  It starts working right from receiving tickets from different channels such as SMS, Facebook, calls, chats etc. to classifying the tickets based on the priority to routing them to their respective departments.

• It takes off the burden of manually segregating the tickets and labelling them to send to different departments.

Leaves no room for human error:

• Customer service automation removes or minimizes the possible human errors thus saves your time and effort. 

• An ideal Customer service automation CRM consists of all the significant data that helps customers get their answers without any mistake.

Customers need not wait:

• When we talk about traditional customer service, the most common scene is customers waiting in the queues for their queries to be addressed. But when it comes to customer service automation, the wait time is minimized by using AI technologies like chatbots.  

Enhances customer retention:

• Imagine a customer able to get the most out of your products and services, isn’t it a happy thing to think of? Yes, a customer can get access to most of the functionality of a Customer Automated CRM that gives a pleasant experience to the customer and makes him stick back to your business. When customer satisfaction levels are increased customers are retained. 

Allows human agents to utilize their time

• It is often seen that agents keep responding to the repetitive queries of customers. But when your customers have a chatbot to respond to queries then they are saving their precious time and can invest this time in something at priority. It adds up to hours and days saved in a year.

Need not hire more employees

• When your business has limited funds or small office space then hiring more number of employees is not always profitable. But having a live customer support help desk software can be quite affordable. 

Conclusion

Customer service automation enables you to offer faster and better support at the same customer acquisition cost. Today when anyone thinks of a problem, they think of finding it on google at the very beginning. Today's customers are just like that, if they have an issue with your business they would like to find an answer on your CRM only then it can be using FAQs or chatbots. Well, this can be achieved by getting your business automated using customer service automation.