Bad customer service costs US companies $62 billion annually. 8 out of 10 customers say they would switch the brand after a bad customer experience. These losses, both monetary and in customer base, could be prevented. Businesses just need to answer one question: how to prevent bad customer service?
To understand this, we have to find the answers to several other questions.
In this article, we'll cover:
Does Your Team Have Only the Right People on It?
‼️ 27% of US consumers name ‘lack of effectiveness in customer support’ as their number one reason for frustration.
A customer support team is often the face of the brand. They establish brand image and form customer loyalty. Wrongly-selected support representatives can spoil brand image and lead to customer churn.
⭐️ SupportYourApp experience: our HR department makes sure only the best candidates join our clients’ teams. The candidates go through several interview stages to establish their:
- Soft and hard skills.
- Level of language required for the job (SupportYourApp speaks 34 languages, which makes this stage one of the most crucial ones).
- Compatibility with the position of a support consultant.
Going through these stages ensures every teammate fits not only our clients’ teams and values, but our own as well. As a result, we all speak the same language and share the same customer-centric values.
Is the Team Trained Properly?
❓ A proper onboarding process includes both: newcomers learning about the structure of the company they are joining and the product or service they will support.
About 50% of customers stop dealing with brands if customer support representatives fail to answer their questions. This is a direct result of bad training.
⭐️ SupportYourApp experience: our Service Delivery Managers and Team Leads teach newcomers everything about the product or a service. They make sure the entire team channels our client’s style, way of communication, and values. Everyone is in constant contact with each other. This makes the training ongoing and ensures our teams never provide bad customer service.
Does the Team Manage Customer Feedback Correctly?
‼️ Only 12% of customers say they believe businesses’ ‘customer first’ statements. 42% of businesses admit to not taking customer feedback into consideration.
Businesses that process customer feedback get a bigger market advantage. Support teams, outsourced or in-house, can gather and process customer feedback to perfect the quality of the service they provide.
⭐️ SupportYourApp experience: through a decade of our experience, we have established a system of gathering customer feedback and relaying it to our clients in whatever form suits them best.
Our in-house built QCRM has the functionality to relay customer feedback directly to our clients. This way they can get feedback not only on their product and service, but on the quality of our support as well.
Our teams can use any software and implement any system, chosen by our clients, to deliver customer feedback and opinions. This way the customers are heard, and the clients can improve their product as needed by their customer base.
Does the Management Deal With the Burnout Properly?
❓ Burnout is an emotional or physical exhaustion due to a prolonged period of time of being under high pressure at work.
75% of professionals have felt burnout at their job. 70% say their employer doesn’t do anything to properly prevent burnout, which affects their productivity.
⭐️ SupportYourApp experience: to make sure our teams are always at the top of their mental health, we have opened up our communication culture. We have implemented regular catch-up talks for both: our consultants and the members of our management team.
One of the cores of our development and communication are annual feedback talks. During them, we get the feedback from our management and perform self-evaluation. We clearly see the fields for our personal and professional development and establish the milestones we want to hit in the upcoming year.
Are Your Processes Streamlined?
‼️ 62% of customers will share their negative experience with others.
Correctly setting up processes and making sure everything runs at 100% efficiency, be it software used by the support team, communication between the teams, or prioritization of the tasks, will have a direct influence on customer satisfaction:
- Software can fail and cause disruptions in customer communication or service.
- Miscommunication can happen, especially during hot seasons, when the amount of customer communication skyrockets.
- Task prioritization might take a lot of time, given that when it comes to customer communication, all tasks are urgent and require attention.
⭐️ SupportYourApp experience: business processes are our backbone. Our Chief Internal Operation Officer and Delivery Managers are always there to resolve the issues our support consultants might face during their shifts. Chat or VoIP software stopped working? Our IT department is notified and starts the investigation. There is a misunderstanding or a roadblock? They are resolved in the shortest time and the team is never off its game.
Preventing bad customer service and not dealing with its fallout can be escaped by outsourcing your customer support team to a professional Support as a Service provider — SupportYourApp. We provide customer support for more than 140 clients in 34 languages. We are always ready to perfect our clients’ customer experience and improve the quality of our services as well.
Veronica studied Turkish and Persian languages at Tavria University. After having found SupportYourApp, she realized this was the place where she belonged. From that point on she dedicated her heart to the company. When things get stressful, Veronica finds her peace in yoga, animal flow and martial arts.Posted on