Planning & Strategy

  The main objective of customer service is to please customers on every level. However, doing so is difficult if your squad lacks the necessary equipment. According to over 27% of survey participants, “lack of efficacy” is the main reason why customers are frustrated with customer care. You need a process for your Support center […]

Whether you are a well-established firm or just starting to scale and grow, a successful customer service team can help you to grow your business, boost retention and increase sales among your existing  customer bases. Customer service is not about just resolving the questions it’s about building long-term relationships with the customers. Customers expect quick,

  Many Support Leaders are consistently under pressure to reduce the support cost keeping the quality at a top-level. To do that, they implement lots of good practice. They set KPI’s to measure Service level performance as well as Quality level performance like First contact resolution to increase customer satisfaction scores and Average response time

 Every organization has the 2 important goals towards Customer Support Team 1)      Increasing Operational efficiency: Organizations always want to ensure that they add and refine processes, add value to people, and leverage technology so that their productivity is always at the top-notch. 2)      Increasing Revenue: How we should leverage our Customer Support team so that they can

                                                   Click on the course link to register https://www.udemy.com/course/customer-support-business-planning/?referralCode=AE26AFE4263B91ACD579 What will you learn in this course: In this course which is the 1st Customer Support Management series, we are going to

  1.     Inbound Call Center Services:   –         800 Call Answering services: Nothing makes your business closer and more available to your clients than a complementary number to reach you. Giving you a ‘nearby business’ vibe, 800 numbers can build the level of clients attempting to connect with you. Many Product companies they outsource the

  1. By Escalating Complaints about the Product: Escalating complaints to the Product team allows them to identify the root cause of issues and follow the Problem Management process to fix them permanently, thereby reducing their impact. Example: The Technical Support Team at a software company noticed that 20% of their support cases were related

  1. By Escalating Complaints about the Product: Escalating complaints to the Product team allows them to identify the root cause of issues and follow the Problem Management process to fix them permanently, thereby reducing their impact. Example: The Technical Support Team at a software company noticed that 20% of their support cases were related

  When I talk about the Type of Customer Support Team this is just a Framework. The organization has its own way of Structuring its Customer Support Department. The above given is a sample structure used by many Customer Support Organization. Again, this could change depending upon your Business Goals & Customer Support Department Strategy.