Supportology
Ideas & Actions To Better Support Your Customers
Let’s Break it Down
1
Be Where Your Customers Are
Your interactions with your customers aren’t just over email and voice anymore. With today’s technologies, you need a dynamic customer service company that can support web, chat, text, and social media with highly trained people invested in your success.
2
Give Agents the Power to Help
When an agent is always thinking about how long the call should be and how they will be “reprimanded” when their average call length goes above a specific threshold, they are no longer trying to help the customer. They are worried about their jobs.
3
Learn Your Customers Pain Points & Provide Feedback
As the front line to your customers, we hear what is and is not working. With regular meetings where we provide feedback and work with your marketing, product, and software teams these pain points can be turned into wins showing your customers their input matters.
Supportology is about empowering our team to help your customers from start to finish with a company that understands advertising and marketing, you can increase the effectiveness of your programs and campaigns.
Social Media
Customers have a 24/7 outlet, and they think your company should be available 24/7.
We’ve found that a lot of times the customer is just looking for someone to talk to. By moving them into a direct message format, we can get them to focus on the problem and stop others from joining in. In fact, if you solve their problem, you’ve now created one more Brand Ambassador.
Live Chat
By providing chat, you can be where your customer is when they are using your websites, portals or mobile apps. Faster communications, lead to faster answers and happier customers.
Web
When customers call, they expect the agent to be technology savvy. You need to be able to troubleshoot their browser or mobile device and if there is a problem, be able to write up a concise bug report for the development team.
Text Messages
People can’t live without their phones. Even with mobile-friendly websites, it is hard to engage in a chat. By providing them with a means to communicate over text, when a problem is more complicated, you can have the customer send in pictures and initiate a voice conversation.
