Interest in investing has been steady for the last year. Looking at Google Trends, I started thinking — bonds and stocks are not the only things we can invest in. People, teams, and ourselves can also be invested in. We at SupportYourApp understand this and would like to share how exactly we invest in our support teams.
In this article, we'll cover:
Hardware
Good and modern hardware is a must for reaching the team’s goals. This is especially true for customer support — the technology should correspond with modern requirements and provide support teams with comfortable working conditions.
⭐ SupportYourApp expertise: all our offices are equipped with MacBooks and other Apple technology. Our managers and dedicated departments see that every support consultant has everything they might need to provide top-notch service to our clients’ customers.
Our management team is also very open to questions and suggestions from our support agents. We always listen to them and take their suggestions into consideration when making changes or improvements to their working conditions.
Customer Communication Software
The contact center software solutions market is expected to reach $46.76 billion by 2025. Now, about 42% of support teams have not implemented any customer service software into their process, which makes fast and correct resolutions difficult.
⭐ SupportYourApp expertise: Well-fitting software is a must for any support team that wants to deliver quality customer service and communication. The SupportYourApp team not only uses software like Zendesk, Freshdesk, or Salesforce but knows how to properly leverage all their features. We dedicate a lot of time to teaching our support consultants to navigate any customer communication tool with ease.
We have also developed our own in-house-built CRM system — QCRM. Its integrated AI and ML features and built-in chat make customer communication fast and easy. Building and maintaining it in-house allows us to make any changes requested by our clients on the spot and keep the system as safe as possible.
No matter the software — we always train our teams and support all the clients’ customers with the same amount of attention and care.
Team Spirit
According to CMS Wire, 97% of professionals believe their team communication impacts their everyday tasks. McKinsey estimates that streamlined connection and communication between teammates can increase their productivity by 20-25%. 86% of professionals name lack of communication and collaboration as a reason for their failures at work.
⭐ SupportYourApp expertise: Team spirit and quality team communication are connected like peanut butter and jelly — we can’t imagine one without the other. Knowing that our Delivery Managers and Team Leads always encourage different members of the team to communicate and spend time together outside office hours.
We never shy away from the opportunity to talk, laugh, and connect. That is what makes our communication flow and our processes so effective.
Emotional Wellbeing
In 2021 over 52% of survey respondents have experienced burnout. A noticeable increase from 43% last year.
According to the research, 74% of customer support consultants are at risk of burnout.
⭐ SupportYourApp expertise: Our support consultants are always free to approach their Delivery Managers and talk to them about their emotional well-being:
- Are they feeling fulfilled in their current position?
- How are they collaborating with their teammates?
- Are they feeling burnt out?
- What do they need to perform at their best?
Along with other questions, these are up for discussion at any time. This ensures everyone on our team feels heard, understood, and at home.
Office Space
Making office space comfortable for everyone is an obvious step. But it is far from easy. Lighting, ambient noise, the color of rooms, and even air quality — all of them can influence team productivity. The more attention is paid to the office space, the happier the entire team is going to be.
⭐ SupportYourApp expertise: SupportYourApp premises are offices-turned-art objects. Every inch of each of our offices is thought-through, so everyone is at their most productive 100% of the time.
Training
According to Salesforce research, 83% of high-performing professionals claim they get the training they require to stay on top of the game. Only 52% of their underperforming colleagues agree with the statement.
⭐ SupportYourApp expertise: The learning process at SupportYourApp never stops. Everyone is constantly learning and looking for new sources of information and inspiration. Our corporate book club and openness allow us to freely share the information we learn and speak the same language. This helps us always be as efficient as we possibly can.
Building and maintaining an efficient support team requires a lot of investment — time, resources, emotions, and attention. Is the investment worth it? Of course! A happy support team and happy customers are always worth the investment.
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Kseniia has worked her way from a Customer Support Consultant to Chief Internal Operations Officer at SupportYourApp. She finds a way to relax in dancing and reading.
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