How to Improve Enterprise Customer Support
Editor’s note: Veranika dwells on the challenges enterprises experience with delivering customer support and shares tips on overcoming them. And if you need help with building structured customer support, you are welcome to consider ScienceSoft’s IT help desk outsourcing offer.
Smoothly functioning customer support is particularly important for big companies that already have a solid reputation and don’t want to undermine it. At the same time, the larger the company is and the more clients and locations it has, the more challenging it is to make customer support run like a Swiss watch. Below, I describe some typical challenges that big enterprises experience with customer support and share tips to handle them.
Challenge 1 – Disjointed case management
Most problems with case management stem from an inefficient collaboration between customer support of different departments or branches. There is neither a unified case management hub with automated case assignment and case escalation processes nor visibility into the whole case management pipeline.
Tip – Consolidated case management with reliable software
You can coordinate disjointed case management with reliable customer support software. The customer support application will help divide a case life cycle into stages, starting from a customer’s inquiry to closing a case. Support team members will be able to track all the cases seeing how and when they are solved.
Challenge 2 – A lot of recurring issues
Customer support teams in enterprises are daily loaded with hundreds of incoming tickets from customers. A great number of these tickets are similar and quite easy to resolve, but by addressing them over and over again, agents delay tackling more challenging issues.
Tip – A knowledge base for customers’ self-support
Identify the most common issues your clients experience with your products or services and prepare comprehensive and easy-to-digest materials for customers’ self-support. Creating a knowledge base for clients will reduce the number of repetitive questions your agents receive and save their time for resolving more advanced technical problems. Furthermore, it will boost the satisfaction level of the customers who prefer solving issues independently instead of contacting the support team.
Editor’s note: Veranika dwells on the challenges enterprises experience with delivering customer support and shares tips on overcoming them. And if you need help with building structured customer support, you are welcome to consider ScienceSoft’s IT help desk outsourcing offer.
Smoothly functioning customer support is particularly important for big companies that already have a solid reputation and don’t want to undermine it. At the same time, the larger the company is and the more clients and locations it has, the more challenging it is to make customer support run like a Swiss watch. Below, I describe some typical challenges that big enterprises experience with customer support and share tips to handle them.
Challenge 1 – Disjointed case management
Most problems with case management stem from an inefficient collaboration between customer support of different departments or branches. There is neither a unified case management hub with automated case assignment and case escalation processes nor visibility into the whole case management pipeline.
Tip – Consolidated case management with reliable software
You can coordinate disjointed case management with reliable customer support software. The customer support application will help divide a case life cycle into stages, starting from a customer’s inquiry to closing a case. Support team members will be able to track all the cases seeing how and when they are solved.
Challenge 2 – A lot of recurring issues
Customer support teams in enterprises are daily loaded with hundreds of incoming tickets from customers. A great number of these tickets are similar and quite easy to resolve, but by addressing them over and over again, agents delay tackling more challenging issues.
Tip – A knowledge base for customers’ self-support
Identify the most common issues your clients experience with your products or services and prepare comprehensive and easy-to-digest materials for customers’ self-support. Creating a knowledge base for clients will reduce the number of repetitive questions your agents receive and save their time for resolving more advanced technical problems. Furthermore, it will boost the satisfaction level of the customers who prefer solving issues independently instead of contacting the support team.