Smoothly functioning customer support is particularly important for big companies that already have a solid reputation and don’t want to undermine it. At the same time, the larger the company is and the more clients and locations it has, the more challenging it is to make customer support run like a Swiss watch. Below, I describe some typical challenges that big enterprises experience with customer support and share tips to handle them.
Challenge 1 – Disjointed case management
Most problems with case management stem from an inefficient collaboration between customer support of different departments or branches. There is neither a unified case management hub with automated case assignment and case escalation processes nor visibility into the whole case management pipeline.
Tip – Consolidated case management with reliable software
You can coordinate disjointed case management with reliable customer support software. The customer support application will help divide a case life cycle into stages, starting from a customer’s inquiry to closing a case. Support team members will be able to track all the cases seeing how and when they are solved.
Challenge 2 – A lot of recurring issues
Customer support teams in enterprises are daily loaded with hundreds of incoming tickets from customers. A great number of these tickets are similar and quite easy to resolve, but by addressing them over and over again, agents delay tackling more challenging issues.
Tip – A knowledge base for customers’ self-support
Identify the most common issues your clients experience with your products or services and prepare comprehensive and easy-to-digest materials for customers’ self-support. Creating a knowledge base for clients will reduce the number of repetitive questions your agents receive and save their time for resolving more advanced technical problems. Furthermore, it will boost the satisfaction level of the customers who prefer solving issues independently instead of contacting the support team.
Looking to Boost Your Customer Experience?
ScienceSoft can assist you in establishing an orderly help desk to increase user satisfaction and retention rates.ENHANCE CUSTOMER EXPERIENCE
Challenge 3 – Lack of consistency across multiple communication channels
For the convenience of their customers, enterprises offer support through multiple communication channels – from phone to social media. But the more communication channels a company uses, the more management difficulties it faces.
Tip – Consolidated communication channels
Customer service software enables funneling all your communication channels into one place. As a result, you can provide omni-channel communication convenient both to your customers and support agents. It will facilitate ticket assignment and escalation and help agents track and answer customers’ questions faster.
Challenge 4 – Unhappy customers take French leave
Clients dissatisfied with the level of support you provide tend to switch to a competitor rather than wait for you to take action and make amends. And even if you think everything goes smoothly with your customer support, chances are you are missing some flaws that make your customers leave with no explanation.
Tip – Feedback from customers
Let your customers speak up by asking them for feedback after an issue is resolved. I recommend you to conduct surveys to collect customer feedback. You can choose between short surveys that pop up on your website and help you target specific issues, or longer, traditional ones that include more questions.
Go for advanced enterprise customer support for a solid reputation
Big businesses put their reputation first, and customer support largely determines a company’s image. The tips described above will help enterprises tackle customer support challenges and, as a result, grow a base of happy and loyal customers.