Customer expectations are rising and support teams need to catch up
It should come as no surprise: customer expectations are higher than ever. As consumers, we know full well just how high our expectations are – we want quick, personal support, 24/7.
In a world where buyers have tens, if not hundreds, of choices, businesses need to deliver what customers want or risk losing out to the competition.
If meeting customer expectations is a top challenge for support leaders, how exactly are they working to solve it without breaking the bank or overloading their teams?
“41% of support teams are slowed down daily or weekly by siloed tools” Do you have the most uptodate systems and technology in place?
A great support tech stack should do more than just solve one-off pain points, e.g. live chat or help docs. It’s the vehicle for delivering the experience your customers expect at the scale your business needs.
Pro active support empowers businesses to get ahead of known customer questions and issues before they arise. For companies with thousands of customers, it’s the antidote to 72-hour turnaround times, unending ticket backlogs, and burnt out agents.
When customers do need to reach out, chatbots are powering faster resolutions to their queries while simultaneously reducing overhead for frontline agents. Modern chatbots can triage issues, route customers, and even answer routine questions, all on their own.
Today the leading metric for support teams is customer satisfaction. Nearly a quarter (24%) of support leaders say this is the metric they most closely track. Measuring customer satisfaction enables businesses to know just how successfully meeting customer expectations. It’s also a crucial leading indicator of future churn and customer retention.
With the Conversational Support Funnel, you can preemptively address known customer questions and automatically answer routine ones, so your support team can focus on the complex and VIP issues that actually require their expertise. The result: a way better experience for your customers and a more productive and efficient team. It’s exactly what support leaders need to prioritize their team’s true purpose – being an engine of customer growth.