When a company offers support services to its clients, it needs to do everything to ensure their customers’ needs and requirements are satisfied. However, more often than not you will see customers unsatisfied by the support representative’s knowledge or performance.
Customer expectations are always on the rise, and it’s challenging to stand out and actively provide customers with the results they expect. That’s why you need to understand your customer’s behavior, expectations and preferences. If you know what customers want, it’s a lot easier to create a professional service offering them exactly what they need.
Adjusting and adapting your services to suit customer requirements is extremely important, with the potential to bring significant long-term gains. Customer service is a cornerstone for the entire customer experience, so it’s important to ensure that you provide a complete, professional service until the very end.
According to the recent State of Global Customer Service report from Microsoft, the most frustrating aspect (36%) of poor customer service is when the representative lacks adequate knowledge. Second to this (31%) is when there’s a need to repeat or provide information multiple times. Thirdly (20%) is having difficulty to find a live agent to talk to.
Contrary to popular belief, offering a self-service option alone is never going to fulfill customer requirements. It might be able to solve simple questions here and there. But customers still expect a full customer service experience, with an experienced professional who will help solve their problems or provide solutions as fast as possible. It’s essential to meet all these requirements at a high-quality level, otherwise the customer will be disappointed and may even churn as a result.
No matter how you do your customer support, you need to create and use a professional Knowledge Base. The reason is simple: a Knowledge Base offers support representatives an efficient and effective way to tackle potential problems quickly and easily.
By accessing the Knowledge Base, the support agent will better understand potential causes of the problem. As a result, they can provide a more insightful and successful support experience. Not only will your business have a more professional allure, but the customer will also be happy that their issue is solved.
Interestingly, the most frustrating aspect for the customers is actually also the most frustrating aspect for the agents themselves.
According to the Customer Service Stats survey from Salesforce, 42% of support representatives complain that they do not have enough knowledge to provide professional support.
Lacking the right tools and a comprehensive Knowledge Base to offer customers great results is a huge problem. Without the proper tools, it’s no surprise that it’s hard to deliver outstanding and professional services.
Customer service teams want to have higher quality tools at their disposal to make their jobs easier and more impactful. By using a Knowledge Base, the company will find it much easier to share all its technical information and special guidelines with the support representatives.
A Knowledge Base also helps with branding. A profitable company that cares about the customer experience will always feature its own Knowledge Base as much as possible. It helps the user, and it helps the business, which is why creating and constantly improving the Knowledge Base should be a top priority. Don’t hesitate to integrate and use one for your business - your customer experience and support services will excel as a result!
What other things can you do to increase the knowledge in your support teams? Stay tuned for another blog post!