Tag Archives: #ITSupport

Are VoIP Services Included In Your Customer Support Strategy? (Part 2)

Business woman on the go using her mobile phone to resolve problems with customer support

Having the right tools is key to delivering the best possible service to customers.

In our previous blog, we talked about VoIP services and other features that can be included in a business’s customer support strategy that can be used to provide high-quality services. There are various other features and components that a business can use in call centers and other customer service areas to provide an overall better experience for customers and clients.

Customer Self-Service

Today, many customers appreciate the opportunity to resolve some of their smaller issues on their own without having to call into a help desk. This is why it is becoming important for businesses and organizations to find customer support software that includes self-service options. A self-service option will give your customers the ability to find answers to some of the common problems they are having with a product or service.

Your customers will be able to obtain control over their problems by searching through the self-service option. When customers are having problems that other customers have been able to resolve, the community feature of a self-service customer portal can be very useful. Customers will be able to share their experience with the problem and share details about how they resolved the problem.

A self-service option will be convenient for the customers because they will be able to attempt to resolve the problem at their own speed and at their own pace.

Mobility

We are all aware of how important mobility has become. Customers love being able to use systems and software that do not require them to be sitting in front of a desktop computer in order to access it. Being able to resolve problems while being active and mobile can be a difference-maker for customers. Many of your customers will use your products and your services while they are out of their homes or out of the office, and they will often use the products and services on a mobile device.

If customers are using their devices to access your products and services, the chances are high that they will likely use the mobile device to reach out to you when they need assistance. This is why we recommend using customer support software that will allow customers to contact you through their mobile devices. If customers are accessing what you offer through a mobile device, they should be able to be assisted by your customer support team or access the self-service portal through that same device.

You will need customer support software that will provide you with the ability to notice which customers may need more assistance than others. Unfortunately, many customers do not receive the help they need and they will not contact the customer support team again because they did not receive the help they needed the first time.

Customers will become upset or distressed due to the lack of support. This is why it is a good idea to use various measurements in your customer support software so you can identify the customers who will need your agents to put in additional time and effort to assist those customers.

Customer support software that reports in real-time will allow you to stay in the loop on everything that is going on within your system. It will be easier for you to understand how impactful the features and components are. You will also be able to identify any weak points. Your customer support software will become a cornerstone of your business or organization. It is important that you look for features that will allow you to provide a high level of customer support for your customers.

There are many things you will need to look for when it comes to customer support software, but we hope the features we have shared with you today can give you a better idea of what you should look for while you are on your way to revamping your customer support system.

What features in customer support software do you think your business can use to provide a better customer experience? Contact us today for more information on VoIP service and help desk services.

Are VoIP Services Included In Your Customer Support Strategy? (Part 1)

Voice-over-IP (VoIP) phones in a row in an office desk

In the service industry, having a VoIP system is critical in providing the best possible customer service.

As more technology and equipment are being added to meet the needs in our personal lives and business lives, the need for greater customer support will continue to be crucial.

The customer support or customer service software you are using will continue to be a vital piece of your success because it is becoming more than a system that assigns tickets to customers. Your customer support software should be an essential asset to your business due to its ability to hold a wealth of customer information.

As you begin to assess your customer-oriented strategies and your processes, there are various features and components you should look for as you begin to make changes to your customer support strategy. What are some of the features you should include in your customer support strategy?

Voice-over-IP(VoIP)

VoIP is one of the most popular tools that can be used to improve the interactions between your business and your clients/customers. With VoIP features on your side, you will have one of the best technologies to boost your customer support. VoIP services will provide your business with the ability to offer high-quality customer service.

Phone calls will always be an important part of customer service. As more businesses begin to use SaaS platforms and others, the impact of voice components will continue to change. This is where VoIP can make its grand entrance. Many businesses are using VoIP services to transfer phone calls, record phone calls, host conference calls, and more during a time where we do not see as many landline devices as we have seen in the past.

VoIP services can be used by businesses in all industries and of all sizes. VoIP will enable you to be available to your clients and customers at all times and respond in a timely manner. With VoIP features, you will be able to direct phone calls to the proper department in a timely manner. If your business performs in multiple areas across the globe, VoIP will be flexible enough to support all of your teams.

Ticketing System

What would the perfect customer support software for your business or organization consist of? Would it consist of a solution that would offer an effective way to manage tickets? Would it consist of a solution that would allow you to effectively interact with your customers? Did you know that an inbuilt ticketing system can be a mix of both of these features?

Yes, you can have a solution that will allow you to create customer support tickets through more than one channel. After the tickets have been created, you will be able to present the customer support tickets to your agents. As a result, you will see a decrease in the amount of time it takes to resolve the support tickets. When it does not take a significant amount of time to resolve one support ticket, your agents will be able to move on to the next ticket in a reasonable amount of time.

One of the most powerful tools you can have in your customer support software is what we refer to as tagging. When you have tags as a feature in your customer support software, you will be able to easily add more data to your tickets. After you have loaded the tickets with supplemental data, you will be able to customize workflow with the data you have loaded.

When a new ticket is loaded into your customer support system, the words that you have listed in the description will go through the system. Your customer support software will have the ability to scan each description that you have created and make a comparison to any tag that has previously been used. When the system locates the best matches for the tag, the new tags will be added to the ticket description.

For more information on VoIP services and other features that can impact your customer support strategy, please do not hesitate to contact us today.

Stay tuned for the second part of this blog that will address additional factors and components that can be included in your customer support strategy.

IT Help Desk: Facing Your Customer Support Challenges (Part 2)

Confident female operator with a headset is working with colleagues at desk in an IT help desk call center

Having a team of IT Specialists available, allows an MSP to handle complex problems with ease

In our previous blog post, we discussed customer service and some of the issues that can arise during your attempt to provide the highest level of customer service. We discussed the importance of having a system in place that can help your customer support team address some of the common customer support problems you may have in your workplace.

The key issue we discussed in the previous blog was the lack of data reports. Due to the variety of data that your business or organization collects on a daily basis, you will need to be able to maintain the data that you are generating. The right IT help desk system will allow you to collect the data you need and generate reports that will allow you to analyze the data.

Another issue that you may face on a regular basis is the amount of time it takes to resolve a customer’s problem. If you are discovering that your customers are not satisfied with the resolution time, what can you do to deliver a faster response time?

Customer Support Problem #2: Issues Take Too Long To Be Resolved

Today’s customers expect their problems to be resolved in a timely manner and many customers do not want to accept a slow resolution time. Many customers will not accept that there were errors or other problems as it relates to internal problems. Your customers will want an answer to their problems and they will want it quickly.

If your customer support team does not have the proper tools to assist them, everyone on your team will struggle to resolve the problems your customers are facing. Your customers do not want to be consistently told that their issue is being transferred to someone else on the support team. If your customer support team is constantly struggling with who should be responsible for a specific ticket, you will need to reevaluate your internal processes.

Solution #2: Improve Internal Flow

Have you set aside any expectations and goals you want to have for your business? Once you establish the particular goals you want to have in your business, you will be able to share those goals with your customers so you can inform them of the expectations you have for them. When members of your support team fail to meet the expectations and goals you have set you can ensure they are aware that they did not meet the goals.

You want everyone on your support team to be on the right page so your entire business will not be set up for failure. Everyone needs the proper resources and tools to effectively identify the purpose of a ticket being created and what can be done to resolve the problem. Everyone on your team should be aware of their responsibilities and the responsibilities of their team members.

When you have an effective process in place, all members of your support team will be able to meet the team goals and the individual goals that have been set for them. When you want to meet the goals you have set for your business and the goals you have set for your team, we encourage you to face your challenges from the start. Using the right metrics and indicators will give you a better chance at success in 2020, in addition to using the right help desk and customer support software.

We understand that customer support is not predictable because your customer support team has no idea what type of problems customers will experience on a daily basis. At SystemsNet, we understand the importance of an effective IT help desk and tools that can be used to improve customer service.

For more information on how an effective IT help desk can be used to solve the customer support or customer service issues you have been facing, please do not hesitate to contact us today.

IT Help Desk: Facing Your Customer Support Challenges (Part 1)

Two collegues diceussing customer support challenges in a IT help desk meeting

An MSP has tools to provide analytical data back to the help desk in real-time

In your mind, you already have an excellent customer support team that has the level of commitment you need to provide all of your customers with a high level of support they need at all times. While you will always have the best intentions to be one of the leaders in customer service, sometimes you are not always able to properly execute your strategy.

If you have a support team that is filled with determined individuals, you will likely run into several challenges along the way. There is absolutely nothing wrong with being determined and ambitious, but it generally means you will face more obstacles along the way as you attempt to achieve your goals.

Every business today is distinctive, but businesses that are continuously growing will generally place a high priority tag on customer service and the customer experience you provide. Unfortunately, these businesses will generally have some of the same customer service problems.

Customer Support Problem #1: Lack of Proper Data

Today, businesses in all industries are discussing the importance of data and analytics. Businesses are learning what it means to be data-driven due to the influx of data. However, using that data and making it work for you is often one of the biggest challenges that today’s businesses are facing. If your business does not have the proper tools in place, how will you be able to collect data and organize the data you have accumulated about each of your customers?

Will you have the data you need to learn about who your customers are and what type of experience they have had with your business in the past? We understand how difficult a task this can seem to be, especially for businesses that have more data than they can handle. The more data a business has, the more difficult it can be to pay more attention to the data that is the most important to the goals you are trying to reach.

Over 50 percent of businesses will struggle to make wise data-driven decisions. If your business does not have the ability to make decisions based on data, you will be making wild guesses when it comes to your customer service strategy. One of the things you can do to solve this is by using the proper customer analytics strategy.

Solution #1: Generate The Reports You Need

We encourage you to set aside some time to list all of your goals. Once you have established your list of goals, you will be able to make a wise decision about the data that can help you meet those goals. The only indicators or metrics you should heavily focus on are the ones that will help you meet your goals. While there are other indicators and metrics you may want to focus on, they may lead to a long list of challenges and distractions.

For many customer service teams, the indicators or metrics you will need to pay close attention to will be related to the feedback you receive from customers and the feedback about your customer service agents. After you have determined the metrics you want to use, we encourage you to find a solution that will make it less challenging for you to collect all the data you need to have. When you have a comprehensive dashboard that consists of everything you need to have, you will be able to generate the relevant reports you need.

When everyone on your customer support team has access to the proper indicators and metrics, your business will be able to make better decisions using the data you have obtained. You will no longer have to make guesses as it relates to your decisions because you will now have the tools and resources you need to determine how your customer support is being viewed by your customers.

Contact us today for more information on how an effective IT help desk can help solve some of your biggest customer support challenges.

This concludes the first part of a two-part series. Come back for the second part of this blog where we share more customer support challenges and solutions.