As an individual first let’s
understand what does a Customer Support Center does? Customer Support Center is a
department that interacts with Customers through various touchpoints like Chat,
Email, Phone Call, Social Media, etc. In this touchpoint the Customer Support
Professional either resolve a Techsupport query which is more related to
technical in nature, addressing Billing questions, answering basic questions
related to the customer, so all this activity comes under Customer Support Center.
Moreover, Customer Support Department is responsible for delivering, maintaining, and improving the customer services.
Serve as a single
point of contact (SPOC) for end-users and the business:
Let
me share an example: There is an Event Manager and he would like to create an
Online Concert Event, so he subscribed to an Online ticketing software company
to use the service and started paying for the service. While using the service
he encountered some issue this may be a technical issue. Now to get this
fixed he contacted the Customer Support Department of the Software Company. so,
in this scenario, the event manager is the End-user of the Software company and
the person who handled the initial request is the Customer Support Agent. To
get the issue resolved the Customer Support Agent might have to escalate it
other Teams example an Engineering team because they have the expertise to fix
the issue. So here the Engineering Team is the stakeholder of the Customer
Support Agent i.e why it is called that Customer Support Department Serve as a single
point of contact (SPOC) for end-users and the business:
Handle all Incident
& Service Request:
Incident: Incidents are
basically, major issue reported by the Customer which impacts the business of
the user and that needs an immediate resolution. In the above example assume
that the Event Manager is unable to sell tickets due to some technical issues
then it is a Business impact because his revenue is lost. Here as a Front-End
Customer Support Agent their responsibility will be to handle the Incident
within the given level of expertise
Service Request: This is basically the simple query asked by the Customers like how to use the product, information
related to Billing. Here as a Front-End Customer Support Agent their
responsibility will be handling the Service Request within the given level
expertise
Execute the Incident
Management, Escalation Management & Request Fulfilment process
As a Front-End Customer Support Agent, they should
know the details about how to handle the Incident, Escalation & Request
fulfillment. For example, there is a major issue reported by the user which is
impacting his business and the Support Agent know that it doesn’t fall under
their expertise, so in this scenario, the Customer Support Agent must know the exact process of escalating it so that the issue can be resolved.
Communicate with users
in terms of providing information, advice, and guidance
The customer support Agent must provide correct information, advice, and guidance whenever asked by the end-users. Here they should prevent themselves from giving incorrect & irrelevant information to the customer. For example, A person contacted his Bank to know why his Salary was not credited. Now the Bank Customer Support Executive instead of telling him first why the Salary wasn’t credited he started talking about investment options available for the customer. So here the Customer Support Agent didn’t provide correct information which could lead to a Dissatisfaction. Therefore, the Customer Support Department should communicate correct information, advice, and guidance to the customer.
For more information please Signup to our Blog
OUR SERVICES
To know more information about Pricing & other details contact us by filling the form which you will find on the left-hand side of the website also click on the left-hand side to Chat/Email us.
No comments:
Post a Comment