Try Being your Own Customer
Periodically we need to stop and place ourselves in our customers shoes and experience what we ask them to experience.
Over the past year I have been working on a project that has required me to contact Support for over a dozen companies – platform service providers, software vendors and hardware companies, etc.
In general, my support experiences have been very positive.
My preference is to contact companies electronically, but every so often I pick up the phone and call (yes, you can still get support by phone).
A recent support interaction by phone prompted me to write an article titled HAVE YOUR TRIED TO CALL YOUR COMPANY FOR SUPPORT?
In fairness to the company (whose name I will not mention) the support they provided once I connected was very good, but
the hurdles I had to go through to get to a live person were unpleasant.
Whether you are the CEO, Chief Customer Officer, Senior Service or Sales Executive, a Support Manager or the person on the other end of the Support line – try being your customer.
Do it more than once.
See if the experience your company provides is the one that you would like to receive.
Make the time – it is worth it.
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What percent of cases can your Support team close at first contact? The industry average rate across all customer segments and product types is 53.7%. Some support groups close cases at higher rates while other groups close cases at first contact at far lower rates. The question every support team should be asking is “Can we close more cases at first contact? If not, why?”
This article introduces the top inhibitors to closing case at first contact.read more
The industry average first contact resolution rate is 53.7%, an interesting yet meaningless number for determining what your FCR performance level should be. This article provides industry average FCR rates organized by common product characteristics including: The type of product; product complexity; type of customer supported, product price level; and the quality of the product as measured by defect rates. Leverage these benchmarks as a guideline to establish your optimal FCR performance level.read more