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Blog : A Quick Fix to Improve Support Experiences and Customer Satisfaction

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A Quick Fix to Improve Support Experiences and Customer Satisfaction

By Tom Sweeny July 1, 2022

If you want to improve support experiences and customer satisfaction you need to stop doing things that drive dissatisfaction.

When your customers need help you have an opportunity to create positive experiences that result in happy satisfied customers, or you will leave them annoyed and dissatisfied.

Here are the keys to improving support experiences and driving customer satisfaction.

Provide Access to Help

Make sure that customers know how to get help.

Provide access to self-help, community, or assisted support. Whether you charge for assisted support or provide it for free will depend on the competitive dynamics of the markets you serve.

Fee-based support should be capable and worth the fees paid.  If you provide self-help or community only support options, the resources must be effective.

Acknowledgement Customer Requests

When customers ask for help, acknowledge their request.

An automated response to confirm that you received their request is enough to meet customer expectations.

Timely Response

Provide a timely response to customer issues.

If possible, resolve the issue during the first interaction.  If you cannot resolve an issue at first contact, set a realistic expectation for next steps and a timeline for how and when a solution will be provided.

Complete Resolution

A fast answer is great, but it must work!

Customers expect that an answer provided will resolve the issue they need help with.  Failure to solve a problem even when done quickly is a top dissatisfier.

It is okay to provide suggestions for customers to try but give them a path to continue the resolution process if suggestions do not work.  The goal is to provide a customer with an answer that works.

Realistic Expectations

Do not let customers think that their issues has disappeared into a blackhole.

Customers want quick and effective answers to their questions.  Sometime issues take time to resolve – days, weeks, months or more.  When quick solutions cannot be provided it is essential to set and maintain realistic expectations with the customer.  At some point, if an issue cannot or will not be fixed, then you need to tell them.

Five Keys To Positive Support Experiences and Customer Satisfaction

Customers want quick answers, but more importantly they want the answer provided to work. When effective answers to support issues can not be provided quickly, then you must set realistic expectations about the time and process for delivering the answer.

  1. Provide a support option
  2. Acknowledge when customers ask for help
  3. Set realistic expectations
  4. Resolve issues as quickly as possible
  5. Solve the issue completely

 

Case Management and Resolution Metrics

To maximize customers’ Support Experiences you must completely resolve their issue within their expected timeframe.

This report offers the following insights:
  • Definition of Key Support Response and Resolution Metrics.
  • Metrics by Phone, Chat, e-Mail and Web Case submission.
  • Benchmarks for Time to Acknowledge, Response, and Resolution.
  • Customer Expectations.
  • Analysis of Support Experience.
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Four Imperatives to Scaling Support

Scaling Support Requires A Multifaceted Approach

In this whitepaper, we will:
  • Present the State of Support Issue Prevention and Self-Help
  • Introduce Four Imperatives for Scaling Support
  • Outline Key Metrics and Measures
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We’ll use our comprehensive research-based methodology for service assessment and planning to provide you with a customized ServiceXRG Roadmap™ to Service Success. You’ll gain insights with a prioritized plan to move your services forward faster.

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