SERVICES

Outstanding customer service is not just about what the customer experiences.  It is as much about creating efficient and effective internal systems and processes. For example:

  • How quickly can your support team find the information they need?  Is the Knowledge Base up to date?

  • How can your team escalate tickets to other teams - internal or external - and can they trust that the ticket is dealt with? Does your support team know their boundaries and what customers can expect from them?

  • How is the workload measured? What actions are taken to reduce the incoming support requests?

The answers to these and other critical questions will directly and indirectly affect your customers` experience with your business and brand.  I can help you to find and deliver the right answers with a vendor agnostic approach.

AVOID MISTAKES OTHERS HAVE ALREADY DONE

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getting started

The challenge of delivering outstanding customer support will be easier when you design and implement the right customer support function from the outset.
 

In mapping your customer support needs, we`ll consider your current situation. Have you maybe already planned some of the customer support operation? Do you have some customer service tools already? What does your product look like? What are your targets and budget?
 

Based on the initial needs analysis, we’ll plan the next steps and help you to set up your fully operational support function containing the following elements:
 

  • ​Customer support structure

  • Knowledge Base set up

  • Ticketing system and channel selection

  • Ticketing system basic configurations

  • Setting up basic KPIs

  • Ticket categorization

  • Support service description

  • Basic reporting

A FRESH PAIR OF EYES CAN PROVIDE NEW PERSPECTIVES OR WAYS OF  THINKING

SUPPort audit

In a customer support audit we will analyze your current customer support situation, processes, and challenges. Based on the audit, you will receive a tailored report focusing on specific and effective ways of improving and optimizing your specific customer support function.   The audit will address following elements, but is not limited to:
 

  • Ticketing system

  • Reporting

  • KPIs

  • Escalation processes

  • Customer service

  • Cooperation with your product department
     

The audit is conducted based on reporting, my personal observations, interviews with support agents, team leaders, managers, and developers,  and involves hands-on shadowing of existing support agents (when applicable)

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MOST OF THE UNHAPPY CUSTOMERS DO NOT BOTHER TO SHARE A FEEDBACK-  THEY SIMPLY LEAVE YOUR BUSINESS

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QUALITY
CHECKS

You might have good Customer Satisfaction (CSAT) score, but does that tell you the whole truth about the quality of your support? Does your customer know what kind of support you want to provide for them? Do they know if your support team has met these goals or not?
 

The answer is no.

Or what about if your CSAT response rate is very low? 

Therefore internal support quality assurance is important. But it is time consuming! To help you out, I offer this as a service so you can achieve and maintain the quality you want.

Following parts are included to this service:

  • Aligning what kind of support your company wants to provide for your clients

  • Making those ideas more actionable by listing clear examples

  • Checking agreed amount of support requests and analyzing those towards agreed targets