Customer support is entirely defined by the interactions that people have with them. They can either bring more customers to your organization or they can lead to customers abandoning ship.
The thing about customer interaction is that customers are more likely to remember the bad interactions over the good ones, and this is the case no matter what industry you are working in. A great customer care experience is a matter of right for customers, while a bad one is something that they will remember for a long time to come. They might even be inclined to spread the word on the various channels that they are present on.
If keeping your customer interactions amazing is your priority, then streamlining your customer support is the solution. Here are some reasons why:
* It helps you maintain customer preferences
The only way you can offer smooth support to your customers is by introducing them to multi-channel support. The multi-channel support experience that you’re offering should be seamless, implying that it should be continuous, and the conversations shouldn’t get disrupted when the channels are switched.
While a transition takes place, customer support executives should be able to pick up the conversation without any hiccups. Also, it isn’t unusual for your customers to expect everything to be well documented so that a conversation isn’t repeated every time they get in touch you’re your executives for a query.
* Consistency is very crucial
All information that’s being provided to the customer, irrespective of the channel, should be consistent in order to avoid any confusion. This is where the true prowess of multi-channel comes into play.
Multi-channel support enables you to consolidate all your channels of support, and stick to a common workflow process. This ensures that the knowledge base is accessible to all teams and that timely information is being provided in advance for every interaction. This results in customers perceiving each interaction with the company as a single conversation, and inconsistency between different channels won’t disrupt your brand image.
* Reliability & Scalability are important
A channel becomes unreliable if unplanned downtime starts to occur on a regular basis. Another requirement for a good multi-channel support is scalability – as the customer base grows, each channel and the knowledge base should scale up to meet the customers’ demands without creating any extra hassles.
The whole idea being, the flow of information should be consistent, and the transition of knowledge from one channel to another should be seamless.
* Have a standard escalation process
An escalation process in place will greatly improve the customers’ experience. It’s recommended to include a standard escalation process, which is company-wide, and ensure that the critical problems don’t go unnoticed. This also ensures that your customers are given the quickest possible resolution for their problems.
It is known that consistency and continuity, along with the ability to choose different channels for customer support, are the most desired attributes by the customers. The only way to continually improve your existing support is by introducing proactive support, personalization, and multi-channel integration, which for all intent and purposes will help you streamline your existing services.