With technology today, there is rarely a point where we are offline. Almost everything in our personal and professional world is documented digitally.
So when it comes to customer service; it’s vital that businesses get it right.
Most of the time, customers are buying the experience rather than the product and each customer is a walking billboard for your company.
It’s extremely important to monitor customer feedback to see what is working well and what needs to be improved.
These days, both a positive and negative comment or review can go viral overnight and cause a major impact on your companies’ reputation.
How you respond to the customer is another aspect that needs to be taken care of.
Here’s how Enterpryze makes sure our users have a supported and smooth experience using each and every one of our solutions.
For Enterpryze, in-application chat has proven to be a very successful and popular method of communicating with our users.
Some of the 3 main metrics that we measure to analyze success with customer support are average first response time, customer satisfaction ratings and average days to close.
Here’s a brief explanation of all 3;
a) Average first response time. We monitor the average first response time to ensure that a customer query or issue is responded to.
b) Customer satisfaction ratings. At the end of every chat, the customer gets to have their say. Using a popular smiley face survey, customers can rate the conversation as well as leave a comment with their feedback. In Enterpryze we have a weekly customer satisfaction percentage KPI that ensures we are monitoring our customers feedback weekly and setting action plans if their rating falls below satisfactory KPIs.
c) Average time/days to close. On the chat, we monitor the average time to close a chat and, with our service calls, we monitor our average days to close. KPIs are also used to track these to ensure that we keep a handle on timeframes and the ageing of our tickets.
Being a service desk means that customers need quick resolutions and turnaround times to continue to operate their business smoothly.
Hence, by keeping the ageing of the calls low and being able to resolve a chat at a fast pace ensures that the customer gets what they need in a timely fashion which at the end of the day leads to a satisfied customer.
In Enterpryze support, we have multiple support hubs around the world. We have a hub in Malaysia and Thailand, a hub in Ireland and another in Colombia.
This allows us to have “follow the sun” support. For instance, if you are a user in Singapore working late hours and need some support, we have a member in Dublin read to take on that query.
All members of the team are product experts in Enterpryze.
It is important that the team have knowledge of all areas of the product rather than have members of the team who specialise in one area.
This means that we are not relying on one person to know the answer, even more, important if that person were out sick or on holiday, and anyone on the team can help a customer with any query they have.
Each team member is responsible for actioning all queries that come in via telephone, email and instant chat.
By using features such as a round-robin, it ensures that calls are evenly distributed within the team.
If a member of the team needs to go offline for project work, in-depth investigation, or training etc, we use a scheduler to ensure that we have constant monitoring on chats and emails.
When working with customers, Enterpryze applies what we know as “HOUSE” rules. These are the same for all our support teams across regions.
Here’s what you need to know about the HOUSE rules (and can emulate) for your own business.
H (Honesty) – Always be honest with the customer and let them know if you don’t know the answer but that you will find it for them
O (Ownership) – sometimes an issue may need input from another department, but we own the issue until completion and make sure that it is completed on time.
U (Updates) – Keeping the customer up to date regularly to let them know how their query or issue is progressing.
S (Shoes) – Put yourself in the customers’ shoes. Have empathy and understand the customer’s position. What might not seem urgent could cause a huge impact on their business processes.
E (Expectations) – Set the customers expectations from the start. Let them know that you need time to investigate but give them an update time, so they know when to expect to hear from you.
a) The right system is key. Using the right software will not aid your team in getting a speedier resolution but it will also help to spot trends and do a lot of the tracking for you.
Features such as customer satisfaction make it easier to get customer feedback instantly without having to run marketing campaigns and allow you to action unhappy feedback a lot quicker leading to a better customer experience.
b) Invest in the right people. Product experts are a must when supporting a product, however, it is a lot easier to teach someone a product rather than teach soft skills.
Make sure that as your team grows that they not only fit into your companies’ culture but that they have the right attributes that you need to ensure a happy customer.
c) Develop your own set of KPIs. Continue to review and amend them as you grow. What gets measured gets actioned and the figures will always tell the story.