Customer support is one of the most difficult business processes, the financial well-being of the company largely depends on the qualitative organization. Today we will talk about how to organize technical support that will work effectively.
You need to start with standards
The organization of technical support of customers should be standardized, so you can achieve a stable high quality of work. For example, the principles that employees are obliged to follow may include:
- Speed – There is a KPI by the time of response to the application, it is also worth tracking the average time of its execution and striving to reduce this figure.
- The solution is always proposed -It is not always possible to solve the problem, but at least some alternative solution to the problem should always give.
- Accessibility – The client should be able to help him in a way convenient for him, it is necessary to minimize the time when a certain communication channel is not served.
For example, it is along this path that we follow the development of the Onetwotrip for Business support service – we work 24/7 and bring each customer appeal to the decision.
It is important to configure notifications about receiving applications
Even if the client’s question turns out to be difficult, and it takes time to his solution, people know much more calmly that their problem is being solved. Therefore, it is important to configure notification that the application is accepted.
You need to configure the priority of tasks
The problems of each client need to be solved, but there are more and less urgent issues. The organization of technical support also implies the introduction of priorities for applications that employees know about.
Each question should be brought to the end
One of the common mistakes – the support service silently solves the problem and does not tell the client about it. As a result, a person may not even know what was helped with him, and to feel negative. It is very important to bring communication to the end and after solving the problem to report it. If the decision is not in the competence of the support service, it is important to offer alternative steps.
The knowledge base will help make support more efficiently
It is extremely important to analyze incoming requests and put answers to standard applications in a special knowledge base. This will allow support employees to quickly solve the difficulties of customers, and they will receive a faster and more high -quality service.
We collected answers to frequent questions on our service in our knowledge base.
In addition, some of the problems can be placed in the public domain – for example, in the FAQ section on the site – of course, most people will not read it, but some prefer to look for a solution on their own first. It is important to help such people, because this will reduce the load on the support service.
