Focusing On The Customer Is Not Enough, It’s Time You Focus On The Employees – Kapdesk


Customer satisfaction is undoubtedly one of the prime focuses for the majority of businesses today. This is because the happiness of your customers is directly correlated to the success of your business.

However, it’s not the only factor; on the contrary, it’s also important that you pay attention to the other pillar that is responsible for ensuring smooth sailing of your business for years to come. So what is this other pillar that we’re talking about? It’s your employees.

The employees of your organization are your greatest assets, and ensuring that they are happy and content will only allow you to deliver amazing customer service. Your customer support executives are responsible for keeping your business afloat, and they accomplish this by interacting directly with your clients and ensuring that their queries are resolved.

It’s a no-brainer that the satisfaction of your employees should be a high priority. Unhappy employees will ultimately lead to loss of productivity, along with a high attrition rate.

The moral of the story is that unhappy employees are directly linked with annoyed and frustrated customers. Think of your customer support team as your internal customers, and they deserve the best possible atmosphere to provide excellent customer service.

Ensure that the amount of stress in under control

The job of a customer care executive is not easy at all, and dealing with hundreds of clients on a day-to-day basis is no slouch.

Your executives are under immense stress. Add to the fact the act of balancing resolution times and maintaining high satisfaction of your customers, your support processes are sure to break down soon enough.

Having the right customer support or helpdesk software will allow your executives to streamline much of their workflow. A competent software platform will ensure that your customer support agents have all the necessary tools in place in order to deliver all that is required from them.

So, having an easy-to-use ticketing system in place will ensure that a large portion of the organizational work is accomplished and the support team is able to deal with any issue at hand in the most competent manner possible.

Frustration is counterproductive

It is not uncommon for your client executives to have a database that can be accessed to serve customers better. Although this helps in answering the queries posed by your executives, it can also be very time-consuming.

Sifting through an immense amount of information at any given moment can demotivate your customer care executives and diminish their productivity. Again, in this instance, having a competent ticketing system in place can enable you to put all the required information under a single roof.

Keep an eye out for the achievers
Your ticketing system is capable of keeping track of an array of tangible parameters like ticket times, number of calls put on hold, and the satisfaction level of your clients, amongst others. This makes the task of recognizing your best performers quite easy. There is no greater motivator than being recognized for doing good work.

Having the right helpdesk software allows each of your executives to understand and serve the client better, which will have a direct, positive impact on your business. Remember, keep your employees content, and everything else will fall in place.


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