It is vital to have a clear plan before establishing a customer support team. If you do not care about the details, you will have to undo errors at a later date at great length. It doesn't matter if you're starting a customer support team from scratch or if you've already managed one and wish to ensure it is structured correctly. Take a look at these 5 building blocks for SMEs.
1. What is "excellent service"?
There are many companies that claim to provide excellent customer service. Despite this, not every customer has a positive experience, so clearly there is room for improvement. Building a support department involves defining the type of service quality you will provide and including your entire team in that process. You will have a standard against which your support team will be measured once you decide what "excellent service" means for your wholesale business.
2. Which channels to support?
It is tempting to say, "We will be available 24/7 on every channel, no matter what". However, SMEs with a small team is almost certainly unable to provide consistent support on all channels and timezones. So how do you choose which channels your support team will monitor? It's better to focus on a few channels and offer a high level of customer service than to spread your team too thin and receive inconsistent service.
3. Which tools to pick?
It is a waste of time and energy for your support team to deal with unreliable or unhelpful tools. That time and energy could be better spent helping customers. As your team will be using these tools every day, make sure that you find the right tools to engage your customers effectively. When you multiply small improvements in usability, performance, and functionality by all the hours your support team will be using it, they add up to a huge difference.
Learn more about our DSM Suite 2.0+ Omnichannel Support & Helpdesk designed to make help desk efforts more efficient and effective, especially for SMEs.
4. What date to measure?
There are several customer service activities to measure. So which numbers matter to your team and what you need to do about them:
- "Where do most of your support requests come from?"
- “Are your team responding well?”
- "Who are your stakeholders?"
- “What metrics matter to them?”
- "What changes do they want to see?"
Choosing meaningful and authentic metrics is the best strategy - presenting a false picture serves no purpose because the customers will reveal the truth. If your team cannot be impactful, they risk being demoralizing.
Final Thoughts
Provide integrated support.
A customer-focused organization should offer delight to its customers more often than not. Digital solutions should be integrated across functional teams to support exceptional customer service. Our DSM Suite 2.0+ Omnichannel Support & Helpdesk is designed to interconnect with your CRM, ERP and Omnichannel Messaging Apps. Streamline the support process with automated workflows. This process ensures a consistent customer experience and requires fewer decisions, saving time for all parties involved. Use the right tool to help your team adapt to the changing environment and maintain your customer service principles.
Grow better with Zooloo, we are happy to help you get started with digital transformation, please contact us at sales@zooloo.asia.
- Pick up some marketing tips from our “How to” blog series
- Read about The Digital Transformation Journey
- Learn more about our “Digital Backbones”
Tags: #CRM #MicrosoftDynamics #digitaltransformation #B2B #digitaladoption #digitalintegration #digitalsolutions #wholesaletradesector #wholesaletrade
