Every company should take time to consider whether they’re meeting their customers’ needs. So, have you taken the time to consider whether the support your business provides is enough? Is it promoting customer loyalty? Does it meet the needs of all of your customers? As you take time to think about these and similar questions, there are a few general things to keep in mind.
How often are you available to your customers?
Is your customer support department available at any time of day? When your audience is made up of different generations and people with varying work schedules, you’ll want to ensure that your customers can reach you when it’s convenient for them. Also, keep in mind that this includes not just the time of day, but also the route at which they connect to you. Do you offer omnichannel support? Can they reach you via online chat, email, and phone?
Are your customers’ questions and concerns being addressed?
Some questions and concerns are easy to address. However, there are others that may be unusual which requires a little more know-how and creativity. When these situations occur, do your customer representatives know how to handle them? Do your customers end up having to be transferred multiple times? If so, it’s important to take action. Otherwise, they may get frustrated and hang up.
Is your customer support team made up of friendly people?
Your customer service representatives really are the face of your company. It’s important that they represent you well. What type of treatment do your customers receive when they call in? Are they greeted by an eager-to-assist representative with a friendly demeanor? Or someone who’s grouchy, inattentive, and unhelpful?
Does your support department ask for feedback?
Regularly asking for customer feedback is a great way to know how you’re doing. You can find out if your customer support department is meeting the needs of the clients, and generally how satisfied your customers feel after reaching out to your company.
These are just a few questions you can ask yourself as you evaluate how well your customer service department is doing. We understand it can be difficult to hire and train enough people to handle this job and cover your company 24/7. Thankfully, Zedd Customer Solutions can address your staffing issues. We’re happy to act as an extension of your brand with our experienced customer service representatives. Give us a call today at 877-912-9333 x2274. We’re here to help meet your customers’ needs and promote customer loyalty.