How Good is Your Customer Support? - 12 Questions to Ask Yourself

The purpose in this post is to motivate you, the little business enterprise owner to inspect and rethink your method to customer support. According to a leading organization on support desk support, every single telephone call that comes into your consumer support department fees somewhere between $35-85 per call. And if the call requires analysis and response, you can double or triple that quantity. Add to this the harm that poor consumer service delivers to client retention, and the expense escalates considerably. For that reason, multiply the inbound calls and emails your organization receives each day and reality arrives at the bottom line.

If you are receiving 3-four customer assistance issues a day, clearly this is simply handled, considering that in most circumstances you are acquiring most of them direct, and handling them oneself. But if your consumer assistance department has grown to three or additional customer assistance personnel you can no longer depend on flying by the seat of your pants for excellent client support. Examine some of the following questions and apply them to your own consumer support department for outcomes.

Have you attempted to acquire client service from your own organization?

1. How countless auto attendants did you have to persevere ahead of you basically got a live individual on the telephone?
   
2. Did you get voice mail?
   
3. How soon did somebody get back to you?
   
4. Was the phone number simple and easy to locate on your site?
   
5. Was the email address available for assistance on the residence page?
   
6. Is Chat obtainable?
   
7. Are you working with an ASP Aid Desk Software for tracking tickets?
   
8. Did the email address give an auto-responder to reassure the client that their e-mail has been received and is being processed?
   
9. How long did it take for resolution?
   
10. Once resolved, was the client satisfied with the answer or remedy?
    
11. How do you know? Without having follow up, you do not.
    
12. How a large number of nuisance calls are your agents handling that could be handled on the front finish of your web site, or through additional training and facts?

I am consistently surprised at some of the significant web pages on the internet that do almost everything they can to "discourage" buyers from in fact calling them. In a difficult economy, each touch that we can extend to a customer is excellent pr, not effort wasted. Hiding the telephone number or email address for support sends a message to both your present clients as nicely as prospective ones.

Supplying your clients with a library of information based data or articles is an uncomplicated way to instill confidence in your client and take heat off the aid desk agents. And your webmaster can construct this into your website with suitable design and inexpensive tools accessible.

Also, a straightforward follow up every single month from your marketing or support people today can head off and drastically strengthen consumer service. Lots of organizations currently basically install the client assistance department under the promoting arm of the organization to insure improvement in this area. Right after all, increasing sales and enhancing the bottom line is what it is all about, right?