There is much more to it when it comes to customer support than answering questions from your customers. Every company, even those who have a great product will have clients that want something to be clarified. There is a strategy behind every answer which leads to more users. Most of them will hire a third-party to manage it for them but you would want to learn more from professionals like Maximo support as there are some practices that you can go through and improve a lot.
One of the best ways to learn is from your competition that is doing a great job. The quality depends on who you work for, what needs to be done and how are you doing it. Always measure your progress and you will see what you are doing wrong and how you can improve it.
How to Manage It?
Something that is basic for most employees is to reply, solve problems and be kind and helpful but there are other practices you should consider. The first is building a close relationship between product and employee. Many companies don’t realize how important the people that are constantly communicating with clients are. The only connection that needs to be added is with the rest of the company so they can figure out what is the best way to grow.
Proper documentation is probably one of the things that will gain in popularity because people say that they would like to find their answer on their own instead of talking to someone. When you know what they are searching for and you build a great platform, you will cut down incoming ticket volume which puts less burden on your employees. You also won’t need thorough training when they just can go through the documentation instead of learning from someone else.
Only when you measure the results you will know if you made a good change. Even if you have one person working as a support, you need to check their performance which provides a clear indication of the quality of their work. You should check customer satisfaction, average response time and the number of tickets. There is a study that found out that more than 50% of people that had a nice chat turned into paying clients.
Customer Success vs. Customer Support
There is too much emphasis on success and selling that you forget about keeping those that are present. There is no doubt that you need both to be at a good standing point. If we need to define, success teams are working with the client to better understand business goals and how to improve the product, therefore, enhancing the lifetime value of the client. Get more info here: https://www.wikihow.com/Retain-Customers
For SaaS companies, this is very important because they need to keep them around because most of them work on a subscription model. It’s shown that improving your retention rate by 5% increases the profits from 20% to 90%. The problem is that you need to focus on both so you can keep and gain. The first step into building a brand that will dominate the market is to find a reactive, strong support system.
Examples of Great Support Teams
Zapier is a great example because they need to adapt to an entry user and advanced users that are running scripts across a lot of different integrations. A good thing that they are doing includes community support where everyone feels connected. SkySlope is also one of them you should check out because they had a customer satisfaction record of 97% a couple of years ago.
There are many more popular companies that hire a lot of employees who are doing a great job and learning from them can get you far. Taking their experience and implementing it into your business can lead you to success. But, making some improvements to the way they handle it is something that will get you far for sure. These things change as you grow so learn to adapt on time. Click here to read more.
Early days may be very important but they aren’t complex as later on when you have a lot of people to work with. When you have a couple of employees, you will just focus on answering the questions on time and building a customer base. Once you get up to 10 employees you would want to work with your clients and helping them achieve their goals. Creating guides, posts and help docs are a good way to start.
When you have a larger team, you may want to find a leader and specialists to have a formal structure. There are a few roles you can consider when setting a structure including support operations, team manager, product liaison, customer support engineer, and customer advocate. This will also make the job much easier for them.