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Almost every single company claim to provide great customer service, however, we still hear complaints from customers so we will presume that there is an opportunity for improvement.
In order to have a thriving customer support team you must define what "great service" is for your company.
Afterwards, once you've set a standard you then only need to deliver on your company values, consistently exceed customer expectations, and examine any legal requirements.
It's tempting to say that your company will be available on every channel for your customers however, this isn't applicable for small teams without having to spread your team too thin and deliver inconsistent customer support quality.
In order to figure out which channels to support you need to find out what channels your customers are using the most (tech support/live chat/social media), start with focusing on fewer channels, and then capitalize on your existing skill sets.
So that you may be able to provide high quality, reliable customer support, you must have a great customer support team, but how do you filter out the ones that you need? Here are some questions that can help you better choose candidates:
Customer service softwares produce detailed results for us, but it doesn't tell you which metrics matter to your team and what you need to do about them. In order to choose which metrics matter here are three big questions that will help you decide:
The metrics you choose to report should be meaningful and authentic. Afterwards, take a baseline measurement, set internal targets for your team, and work forward.
The only downside to having a knowledge base is that it's time consuming to develop, but here are the benefits of having it:
It's highly recommended to have a customer-focused company, but what should the goal be? The goal is to build in systems across teams that support great service.
Support managers are encourages to:
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