Today, customer support is not only about just answering customer queries. It accounts for the whole customer experience a customer has with a brand.
Therefore, it is important not to ignore the importance of offering quality customer support. For any business that aims for long-term benefits, good customer support can be a major contributor to success. Do not forget that your satisfied customers can be your business’s advocates who can bring in more business. On the flip side, you should also remember that your dissatisfied customers can be harmful to your company’s reputation.
By maximizing the following, you can set your business on the path to success:
First Contact Resolution (FCR)
A clear difference between a good customer and bad customer support is the number of times a customer has to reach out to resolve an issue. Good support is quick to understand and resolve a customer’s issue. But getting an issue fixed by poor support is a frustrating task, to say the least.
So, what you should do is maximize your FCR. FCR stands for first contact resolution which is a crucial contact center support KPI. Irrespective of whether the customer queries come from calls, live chat, or emails, your company’s objective should be to maximize the FCR rate.
The reviews of satisfied customers on Google and platforms like Trustpilot add to your company’s reputation. Thus, helping you score more customers and grow your business.
Net Promoter Score (NPS)
A net promoter score is a crucial metric of customer support that gives a clear picture of your performance. It is super easy to measure the net promoter score. You just have to subtract the percentage of detractors from the promoters. The result is your net promoter score.
You may have heard questions like “how do you rate this call?” when contacting the customer support of a company. Similarly, on live chat, you get the option to rate the service. The customer feedback recorded in the form of answers to these questions is how promoter and detractor are identified.
It is important to give the customers options to rate the communication. In this way, you can measure the performance of your customer support.
Serve Beyond SLA (Service Level Agreement)
SLA stands for service level agreement. SLAs are the quality-maintaining agreements that set the percentage of queries that will be entertained within the agreed-upon time. Such SLAs are also decided when a company outsources its contact center services to another company.
A standard example of SLA can be 80% of queries answered in 10 seconds. So, beyond SLA service means that you answer more queries within the agreed time. Also, responding faster to queries, for example responding within 8 seconds is beyond SLA service.
Customers generally do not like long waits when contacting customer support. Therefore, the lesser your wait time is, the better it is. So, strive to respond to customer queries as fast as you can.
Setting metrics and KPIs to measure the performance may not be enough to offer quality support. You also need effective QA to ensure the quality of service is maintained throughout the department. The QA department identifies the hurdles and challenges so they can be resolved.
Besides improving the quality of service at the department level, QA does at the agent level as well. So, irrespective of who responds to the customer query, the level of service is consistently good.
Keep the Department Motivated
The motivation of your customer support department is monumental when it comes to getting the desired input. So, the aspect of motivation should not be neglected when you aim to offer your customers a good customer experience.
To get everyone motivated, you can set a friendly working environment. Including activities that promote team spirit is also advisable. You can also give your team more chances for career growth to keep them motivated to grow. Whether you’re a first-time customer, switching over from another provider, or an existing customer upgrading your current plan or bundle, 866 Spectrum customer support has all the information you will need.
Even simple things like showing appreciation towards your team can go a long way. Lastly, you can set incentives and rewards based on performance. If you care for your contact center team’s happiness, it ultimately benefits your business.
Customer support or customer experience is important across different industries and should not be missed out. Setting the right KPIs, monitoring the performance metrics, and maintaining the quality of service is very important. When you cover all these things in a balanced way, you can offer the type of customer support that boosts a business.