Let’s start with the basics. Your business relies on many pieces of a large puzzle that must fit together to create a seamless journey for your customer. From the actual transaction, to the customer support to the solid product or service you offer, your business depends on each piece of the puzzle to create the customer experience.
Today, a large piece of the puzzle that needs to be considered is your customer support. According to an American Express survey, 78% of consumers decided to not continue a transaction due to poor service experience. Plus, according to author, Ruby Newell-Legner, it takes 12 positive experiences to make up for just one unresolved negative experience.
With this in mind, how can you help your business improve your customer service puzzle piece?
Let’s discuss three key areas to consider:
Be Enterprise Grade Regardless of Your Size
It doesn’t matter if you’re a five-person team or a company with 10,000 teams, your customer service should reflect who you want to be regardless of your size. Spireon may not be a 100,000-person gigantic corporation, but we strive daily to provide best-in-class service. We have comprehensive training and detailed processes for our customer support team to ensure quality. They work diligently to address any concerns and reach out to anyone who may have had a less than satisfactory experience so we can resolve the issues and make the customer’s experience a positive one.
Hire and Retain Great Teams
A happy and healthy support team translates to many things including happy customers. It’s unfortunate, but things happen and misses come up. When a customer calls upon you for customer support, they are most likely already frustrated. Your customer support team needs to be empathetic, great listeners and outstanding problem solvers. Plus, you need to retain your star team members as they’re hard to find. At Spireon, we pride ourselves on our exceptional team members. Our teams are customer centric and thrive on their gold-star support.
The numbers don’t lie. In 2016, Spireon saw continual improvement in our Net Promoter Score, reaching a score of 50. According to Net Promoter Network, this score “measures customer experience and predicts business growth.” The score measures a company on a scale from negative 100 to positive 100 based on the willingness of a customer to recommend the company, services or products to other individuals. In a report by Temkin Group, the average Net Promoter Score across 20 industries hoovered in the 20s and 30s. Spireon, at 50, continues to strive for excellence in customer experience from our products to our services to our customer support.
Continual Improvement and Assessment
Once you have solid a customer support strategy, you might think, ‘great, let this ship sail!’ But not so fast. Even with a great team and processes, you need to be continually monitoring, assessing and improving. At Spireon, our teams have a robust coaching process and routinely meet with their supervisor to review calls and various touch points to evaluate what else can be improved. We’re also taking advantage of the age of data by capturing everything from when calls are coming in most frequently so we’re staffed appropriately, to finding patterns of calls that are coming up. Utilizing data allows our engineering team to quickly address issues so minimal customers may be affected. And of course, we track the satisfaction of the customers.
It’s time to enhance your customer service and make sure it’s a strategically well placed piece in your business puzzle.
Want to learn more about what Spireon can do for you? Contact us today!