How to build a Customer Support Experience Team?

 
Every organization has the 2 important goals towards Customer Support Team

1)      Increasing Operational efficiency: Organizations always want to ensure that they add and refine processes, add value to people, and leverage technology so that their productivity is always at the top-notch.
 
2)      Increasing Revenue: How we should leverage our Customer Support team so that they can bring in more and retain existing clients so that the lifetime value of the customer can be maintained, and revenue is always flourishing.
 
To achieve this 2 Goals as a Head of Customer Support Department you must ask the below questions.

1)      Do Service/Support Staff skilled up trained properly:  Support Leaders must try to assess if all the people working in the department are trained on a regular basis. For example, if you have Level 1 Agents are they trained on a regular basis about how to handle difficult interactions? Are they given proper training about how to handle a new query that recently came in? Do you have Team Leaders or supervisors to support Agents? If yes?  Are they skilled up and trained so that they can manage their Team members in much more effective manner which drives Customer experience?
 
2)      Does Organization maintain the Staffing level needed to meet the SLA: Every organization has a response time commitment towards their customers. So, ensuring that right number of seats are on the table is very essential.
 
3)      Do your organization has a feedback capturing process: If you have feedback capturing process it can be shared to the appropriate department who might then take decisions to implement those feedback for client base, so that they are happy and retained.
 
4)      How quick is your feedback implementation towards customers: How fast is your organization implementing the requested features, so that client is happy? Do you have a time commitment? Having that is very crucial to retain clients.
 
5)      Do you track all the important KPIs to measure your Support Department: You must ensure that Service Level KPI’s, Customer Satisfaction KPI measure is always measured so that you get to know if we are meeting client expectations?
 
6)      Are you Support Agents happy with the tools they use: You must make sure that you bring the best support technology so that your Agent experience is always high because it drives Customer Experience.
 
After getting answers to all these 6 questions you can build a high-level Customer Support Team using 4 pillars.
 
1)      Agent Life cycle: It should cover everything right from the job description to hiring a new agent and training them in entire life cycle journey until they work within department, it should also document how the support agent can be promoted from a particular designation to next designation. (Example from a Jr. Support Agent Tier to Sr. Support Agent Tier and from there to a Team Leader position, In this way every support employee is aware about his/her career growth within department and across department. As Support Leader it is your responsibility to work towards this in detail because if it is maintained at top level, it will drive Agent retention and higher Agent tenue will lead to exceptional Customer Experience.
 
2)      Internal & External Communication:  Lack of communication will lead to gaps and this gap will leads to breakdown and breakdown will lead to bad Customer Experience. So as a Support Leader one should always create a process with all the department & other vendors, so that there is never a communication gap. (Let’s say you have a process to be followed between Marketing and Support, if it is not documented correctly people will never understand the structure and there will be a communication breakdown. After creating process, it is always necessary to get it reviewed between each party so that there is a consensus agreement between them.
 
3)      Agent Experience: As a Support Leader you must try to ensure that you create a clear process for all kind of case handling, ensuring that a good support technology is available so that Agents can easily understand how to handle interactions in a smooth manner. If Agents are happy with Support tool, they will be less frustrated and will handle customers in much more effective manner. Always remember Agent Experience will drive the Customer Experience.
 
4)      Customer Experience: As a Support Leader you must try to ensure that you understand the Customer journey and tailor it in such a way that when it comes to Customer Support they are handled effortlessly. Try to figure out if the customer needs more support channels to contact, try to figure out how to reduce their efforts contacting the support team so that their experience is good.

     If you need assistance to build a Customer Support Experience team kindly email us at tcsstraining@gmail.com our expert consultant will guide you.

      Check out our consulting services:

      https://www.thecustomersupportschool.com/p/consulting-services.html

 

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