How to Optimize Your Customer Support and Not Make Everything Worse

How to Optimize Your Customer Support and Not Make Everything Worse

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How to Optimize Your Customer Support and Not Make Everything Worse

Optimal customer support

 

  • Customer support services can and should be optimized like any other business process.
  • Businesses are often afraid of improving services that work just fine, but “just fine” is not enough when customer satisfaction is the core point.
  • 5 main ways to optimize customer support services effectively include implementing automation, a strong knowledge base, CRM, chatbots, and outsourcing customer support.
  • Outsourcing support services can be beneficial if your support team is loaded with calls and requests, delivers “just fine” user experience, costs you a lot, and is not ready to learn and adapt to optimization measures.

Customer support is not about the number of agents, the size of the office, or the pick of technology. Customer support is about addressing customer questions, worries, and feedback in the right way. That’s why the question of optimization should be related to customer support services, too. 

Like any other business aspect, support services can be optimized, with customer satisfaction being the core point. But not all businesses understand how to optimize customer support really effectively and not make things worse.

In this article, we will cover 5 genuinely effective points that will help you to optimize your customer support resources and get maximum effect with minimum effort.

Support service optimisation

  • Automation

Automation is blessing salvation when it comes to common, simple, and routine tasks, which can be performed without the help of a human support agent. Thanks to automating some processes on your website, such as billing procedures, package tracking, return and replacement requests, warranty activation, and so on, you can ease the lives of your customers and support team members. 

Nowadays, 70% of consumers expect businesses to have self-service applications on their websites. No one wants to wait for 24 hours to get a reply to their email or wait on hold when a line is busy. Provide your customers with quick and handy automated solutions, and you will get loyalty and appreciation in return.

  • Customer relationship management (CRM) software

There’s no more convenient way to handle customer data than CRM. If you don’t use one, it’s the high time you got one for your customer support team. CRM allows for easy and effective management of all the requests, leads, purchases, feedback, complaints, referrals, important dates, and much more.

There are many CRM solutions on the market, such as Zendesk, HubSpot, Salesforce, Zoho, etc. Do the research and select the right CRM for your company’s needs.

Customer support to optimisw

  • Chatbot

Add a live chat to your website if you still don’t have one. It is worth setting up a chatbot that will handle 90% of common requests and allow connecting with a human agent when it is something unusual or complicated. This will allow your support team to concentrate on serving VIP customers or dealing with complex requests only and not spending time answering the same questions over and over again. Your customers, in turn, will be able to get helpful answers to their questions almost instantly. It’s a win-win!

If you have a Facebook page for your business (we sincerely hope you do because we live in a social media age), you can set up a Facebook chatbot, same as for your website, and let your customers know about this handy solution.

  • Outsourcing customer support

Seeking cost-effective solutions is also a great optimization approach. Outsourcing customer support costs times lower than managing an in-house team. Find a reliable support services provider and reap the benefits of outsourcing your support team.

Among the reasons why customer support outsourcing poses as a beneficial solution are the following:

  • If you have a small / extremely large number of customer requests, and you need to hire enough support agents quickly or get a convenient scalable solution.
  • If your customer support is loaded with calls, and you need an experienced team handling calls effectively.
  • If your support services cost you a fortune, outsourcing is a cost-effective solution to this problem.
  • If you need a high-end support solution but don’t want to deal with recruiting, training, and monitoring support agents, the outsourcing provider can manage it all for you.

 

Final Thoughts

Following all tips is great, but not at once, so go at your pace and choose what is best for your business. By incorporating these customer support recommendations, you will spot positive results within a short time.

If you are in search of high-quality support services, we at Wow24-7 will be pleased to provide you with an individually tailored solution. Schedule a call with our representative or calculate the price of outsourcing your customer support to us. Let’s build an optimized solution together and make your consumers WOW!

support outsourcing calculation

Maya Momotok

Written by Maya Momotok
CEO and cofounder of Wow24-7

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