According to a study conducted by HubSpot, 93% of customers keep coming back to the same company after receiving excellent customer service. This goes to show the significance of a customer support team. A robust team can turn around everything for your business. It can either make or break it.
It has been reported by Salesforce, 78% of customers are likely to do business with a company even after a mistake, given that their support team was incredible.
Now, the question is, how can you build such a team that can help in painting the image of your company positively? Well, keep reading this article because we are going to list some of the effective tips to build a robust team.
Offer multiple channels of communication
Gone are the days when you only had one or hardly two channels of communication offered to customers. Now, they want to have multiple options such as chatbots, social media, phone, in-person, or email. In fact, according to Invesp, 33% of customers prefer contacting a company through social media to phone.
Multiple channels of communication also create a rather more seamless medium of communication, whereby, you prioritize the ease of customers.
In this regard, you can take a few pointers from one of the largest telecom companies in the United States – Suddenlink. The company is countrywide known for its flawless support team. You can communicate with the representatives through a medium of its customers’ choice.
Be it a phone call, live chat, email, in-person, app, or social media, this company makes sure the customers have the option to interact with them the way they prefer the most. What’s more, customers of Hispanic descent can contact Suddenlink Servicio al cliente en Español to avoid any language barrier.
Hire the right people
Building a quality customer support team means hiring the right people with the right set of skills. A person that lacks communication skills cannot represent a whole company. Moreover, the criteria should not only be based on the qualification level but multiple other factors should be kept under consideration.
Such factors involve evaluating the emotional intelligence of candidates. This entails several other qualities. Candidates should be capable enough to evaluate the needs of customers by putting themselves in their shoes.
Of course, you cannot expect the newly hired employee to know everything about the company, however, they should be willing to spend the first few weeks learning about the company’s culture and its values, along with enlightening themselves with technical knowledge.
Train the support team
We cannot stress enough how essential it is to train the support team before letting them communicate with the customers. Don’t believe us? The research says it all!
According to Zendesk, 59% of customers are of the view that businesses need to work on the training of their agents. This huge number shows that consumers can immediately tell if the agents lack even basic technical knowledge. Moreover, nothing frustrates customers more than when a customer service representative fails to fix any issue or doesn’t quite answer their queries.
Therefore, train your support team by providing the resource material containing every information related to your company or have them spend a few days under the supervision of a senior agent to help them learn the practicalities of customer service.
Build a happier team
Building a happy customer support team can result in happier customers. By keep pushing the agents to do exactly how you have mapped out their job can sooner or later make them feel unmotivated. The room for creativity begins to get smaller and they can soon become frustrated with their jobs.
On the other hand, if you keep motivating your team by enlightening them about positive customer feedback can boost their passion for working for your company. You can also organize multiple fun team events to boost their morale. As a result, it can also help you in establishing a good healthy relationship with the employees.
Additionally, you can also offer perks and incentives for those who can perform better and successfully establish a healthy relationship with customers.
Enlist help from the latest technologies
The world is rapidly changing and adapting to up-and-coming technologies. This involves artificial intelligence (AI) tools that can change the industry entirely. Customers look for an extraordinary experience. They already have multiple options of companies laid out in front of them, from which they can buy a particular product. You just need to bring the wow factor to your company, which can only happen by incorporating newer technology.
In this regard, companies like IKEA have been doing pretty well. Their app called IKEA place provides state-of-the-art technology through which customers can see how a particular piece of furniture will look in the setting of their home.
By introducing your app and offering a more seamless and amazing experience to the customers, you can also provide a great experience to your customers. You can offer them the ease of online billing, appointment scheduling, discount codes, and multiple other perks. This way, customers will prefer your company over competitors.
Robust customer service is a need of every company. Without it, you cannot ensure the success of your business. To build such a team, we recommend incorporating the abovementioned strategies. The stats and figures already show how effective these tips are. So, don’t wait any longer and bring changes to your company because a quality CS team is the key to any company’s success.
Ellen Diamond did her degree in psychology at the University of Hertfordshire. She is interested in mental health, wellness, and lifestyle.