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.
Social media strategies introduce non-conventional opportunities to deliver Support. Instead of providing direct assisted services or self-help content, Support creates an environment for others within the community to provide the expertise to help other customers. As Support develops social channels it must consider how to measure the impact of these strategies relative to their pursuit of technical support excellence.read more
Social media’s ability to empower consumers by giving them the voice to discuss their problems and perceptions publicly has dramatically shifted the business/customer relationship. Companies need a strategy to engage socially with customers. Service and support organizations should view social media as a platform to gain insights about the issues, questions, and perceptions customers have about their products. If you don’t have a Social Media strategy for Support, it’s time. It’s better to start small than not start at all.read more
Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support. Technical Support Excellence does not require that every customer is delighted with every service transaction or that Support achieves a perfect Net Promoter or Customer Satisfaction score.
Excellence means that Support has defined and achieved the optimal level of performance and impact from Support delivery given current investment levels in Support and its dependencies on other organizations within the company.read more