{"id":29828,"date":"2022-06-28T19:08:45","date_gmt":"2022-06-28T19:08:45","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2022\/06\/28\/catapult-your-customer-support\/"},"modified":"2023-10-03T03:59:47","modified_gmt":"2023-10-03T03:59:47","slug":"catapult-your-customer-support","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/catapult-your-customer-support\/","title":{"rendered":"How to Catapult Your Customer Support in 2022"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"29828\" class=\"elementor elementor-29828\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e7123a4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e7123a4\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-176ebd8f\" data-id=\"176ebd8f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-74ce858b elementor-widget elementor-widget-text-editor\" data-id=\"74ce858b\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>There is a universal company growth receipt: the happier your customers, the more they buy.<br \/><br \/>Ignoring customers&#8217; complaints <a href=\"https:\/\/www.forbes.com\/sites\/shephyken\/2016\/08\/27\/bad-customer-service-costs-businesses-billions-of-dollars\/#6a6d9ce65152\" target=\"_blank\" rel=\"noopener\">costs businesses up to $62 billion per year<\/a>. Brands that constantly improve their customers&#8217; experience get <a href=\"https:\/\/www.nbrii.com\/customer-survey-white-papers\/customer-service-drives-financial-performance\/\" target=\"_blank\" rel=\"noopener\">20% and more sales growth<\/a>.<\/p><p>Good news! We\u2019ve collected the latest practices for your support team on how to improve customer satisfaction level and loyalty.<\/p><p>But first, let\u2019s check if we are on the same page about what customer support is.<\/p><h2>Customer Support vs. Customer Service. What\u2019s the Difference?<\/h2><p>The support team assists customers in short-term interactions connected with tech issues like product purchases, returns, installations.<\/p><p>Don\u2019t confuse it with customer service. The latter team goal is to satisfy customers at each step of their journey throughout your product.<\/p><p>Check the difference:<\/p><p><img fetchpriority=\"high\" decoding=\"async\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/difference-between-customer-support-and-service.jpg\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/difference-between-customer-support-and-service.jpg\" alt=\"Differences\" width=\"761\" height=\"601\" \/><\/p><p>In this article, we\u2019re talking about customer support. But the following tips can be an excellent inspiration for customer service too.<\/p><h2>7 Tips to Catapult Your Customer Support in 2022<\/h2><h3>1. Build Your Dream Team of Customer Support Reps<\/h3><p>Whom would you hire: a person who is skilled or a passionate in the industry newbie?<\/p><p>Think wise! 73% of visitors can turn into your loyal customers if this agent delivers them a memorable experience.<\/p><p>But here is a point: no matter how fast the issue was solved if customers felt a <a href=\"https:\/\/simplify360.com\/blog\/empathy-in-customer-service\/\" target=\"_blank\" rel=\"noopener\">lack of empathy<\/a>. Thus, experts follow the <em>\u201chire for attitude, train for skills\u201d<\/em> rule.<\/p><ul><li>That means the first thing you should check when hiring support agents is their emotional intelligence and desire to help people.<\/li><li>The second is career goals. Avoid people who take the support agent role as an entry step to your company with the goal of moving to other departments in the future.<\/li><li>Only then check their problem-solving skills. Give them a situation of talking to an angry customer (<em>ask someone from your team to be in this role<\/em>).<\/li><\/ul><h3>2. Align the Work Between Support and Product Teams<\/h3><p>The quality of their workflow influences customer satisfaction level. For example, if a support agent described a bug in a poor way, the engineering team would spend more time understanding the request and fixing it accordingly. Or a case when a product team ignores support-based feature requests.<br \/>All that is a time customer waiting for the problem solution.<br \/>How to align the product and support teamwork?<\/p><ul><li><strong>Standardize the bug report for a support team.<\/strong> Set up autocomplete dropdowns in your bug report software, so people won\u2019t think about what to enter.<\/li><li>Hire a developer whose focus will be <strong>bug fixing<\/strong> or create a rotating schedule, so everyone gets a turn handling bugs.<\/li><li>Before routing a feature request to the product team, your support agents should collect <strong>relevant data<\/strong> and attach a clear context description.<\/li><li>Invest in the <strong>feedback capturing software<\/strong>. Make sure it is integrated with all the <a href=\"https:\/\/helpcrunch.com\/blog\/zendesk-competitors\/\" target=\"_blank\" rel=\"noopener\">specific software<\/a> your teams use.<\/li><li>Conduct <strong>regular meetings<\/strong> to exchange experience, features workflow specific, and product updates.<\/li><li><strong>Involve the support team in the product development<\/strong> if you want to keep it customer-focused.<\/li><\/ul><h3>3. Create Chat Script Templates<\/h3><p>Imagine a customer agent thinking over a unique answer to each customer request. Sounds like a newbie? Sure thing! Eventually, the majority of requests and agents&#8217; responses repeat.<\/p><p>To save time, customer support experts use chat scripts for:<\/p><ul><li>Greetings,<\/li><\/ul><figure><img decoding=\"async\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/greeting-chat-script-template.png\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/greeting-chat-script-template.png\" alt=\"Chat\" width=\"800\" height=\"502\" \/><figcaption>Image Source: WPDownloadManager<\/figcaption><\/figure><ul><li>Apologizing,<\/li><\/ul><p><img decoding=\"async\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/chat-script-template-for-apology.png\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/chat-script-template-for-apology.png\" alt=\"Chat\" width=\"800\" height=\"572\" \/><\/p><ul><li>Putting customers on hold,<\/li><\/ul><p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/chat-script-for-on-hold.png\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/chat-script-for-on-hold.png\" alt=\"Chat\" width=\"800\" height=\"172\" \/><\/p><ul><li>Transferring them to another agent,<\/li><\/ul><p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/chat-script-support-transfer.png\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/chat-script-support-transfer.png\" alt=\"Chat\" width=\"800\" height=\"191\" \/><\/p><ul><li>Saying goodbye.<\/li><\/ul><p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/chat-script-for-thanking-customers.png\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/chat-script-for-thanking-customers.png\" alt=\"\" width=\"800\" height=\"524\" \/><\/p><p>Usually, agents keep them in Google Sheets, Docs, or laptop notes.<\/p><h3>4. Automate Processes Using the Right Tools<\/h3><p>Like saved replies in a live chat, for example. But that is far from the end of all <a href=\"https:\/\/simplify360.com\/\" target=\"_blank\" rel=\"noopener\">solutions support agents use<\/a>. For instance, save hours of your support team time with automated:<\/p><ul><li>Chat routing. Ask your visitors a topic of their request.<\/li><\/ul><figure><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/chat-routing.png\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/chat-routing.png\" alt=\"Chat\" width=\"367\" height=\"650\" \/><figcaption>Image Source: Helpshift<\/figcaption><\/figure><ul><li>Visitors\u2019 behavior and data tracking to be in the context of customer experience with a product. All this info is stored in the customer profile of your CRM.<\/li><li>You can set up a chatbot that answers FAQs independently or use some <a href=\"https:\/\/simplify360.com\/ai-bots\/\" target=\"_blank\" rel=\"noopener\">chatbot service<\/a>.<\/li><li>Encourage self-service for customers by setting up a knowledge base with FAQs and helpful articles.<\/li><li>Send <a href=\"https:\/\/simplify360.com\/blog\/customer-satisfaction-survey-questions-and-examples\/\" target=\"_blank\" rel=\"noopener\">customer satisfaction surveys<\/a> at once after the conversation.<\/li><li>Follow-up emails to let customers know that you received their request.<\/li><\/ul><h3>5. Keep Your Website Updated<\/h3><p>The main source of information about your product isn\u2019t support chat messages but your website. Product landing pages, FAQs, help articles are a part of the self-service <a href=\"https:\/\/www.statista.com\/statistics\/810374\/share-of-customers-by-if-they-expect-brands-to-have-a-self-service-portal\/\" target=\"_blank\" rel=\"noopener\">89% of people<\/a> expect companies to have. <a href=\"https:\/\/www.statista.com\/statistics\/810361\/customer-service-self-service-portal\" target=\"_blank\" rel=\"noopener\">79% \u3161 actually use it<\/a> in the US.<\/p><p>Conduct regular marketing, support, and product meetings to keep updated the copy and screenshots of the following content pieces:<\/p><ul><li>Product pages and features description.<\/li><li>Pricing page.<\/li><li>Knowledge base.<\/li><li>FAQs.<\/li><li>Saved replies, chatbot scenarios, triggered email copy.<\/li><\/ul><p>Don\u2019t forget to update information about your product on third-party resources like Capterra, G2, or partner blogs.<\/p><h3>6. Measure Your Customer Support Teams&#8217; Performance<\/h3><p>There is a famous quote by Peter Drucker: \u201cYou can&#8217;t improve what you don&#8217;t measure.\u201d The same applies to customer support. So, here are the primary metrics for customer support that you need to watch.<\/p><p>Customer Satisfaction Score shows how happy your customers are. Good CSAT is everything that is more than 80%.<\/p><ul><li>Reopen Rate is a percentage of closed tickets that were reopened by a customer\u2019s reply.<\/li><\/ul><p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/reopen-rate-formula.jpg\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/reopen-rate-formula.jpg\" alt=\"\" width=\"521\" height=\"196\" \/><\/p><ul><li>Average response time during the selected period. The lower it is, the better.<\/li><\/ul><p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/average-response-time-formula.jpg\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/average-response-time-formula.jpg\" alt=\"\" width=\"521\" height=\"197\" \/><\/p><ul><li>The number of new questions will show you if people ask the same question or if there are new problems.<\/li><li>Hourly workload shows what time your support team is most loaded. Usually, it is tracked automatically by the support tool you use.<\/li><\/ul><p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/support-team-workload-hours-1024x640.jpg\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/support-team-workload-hours-1024x640.jpg\" alt=\"Support\" width=\"800\" height=\"500\" \/><\/p><ul><li>First Contact Resolution shows how many incoming requests are resolved during the first interaction with the customer.<\/li><\/ul><p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/first-contact-resolution-formula.jpg\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/wp-content\/uploads\/2022\/06\/first-contact-resolution-formula.jpg\" alt=\"First\" width=\"521\" height=\"196\" \/><\/p><ul><li>The number of issues resolved shows how many users\u2019 questions the team manages to resolve for a given period. The more, the better.<\/li><li>The number of users your support team has been able to help during a given period. The more, the better.<\/li><\/ul><p>Good to know that most customer support tools provide automated reports, so you don\u2019t have to count. Make sure yours have it.<\/p><h3>7. Invest in Reps&#8217; Education<\/h3><p>One of the reasons why people love Starbucks is the level of customer service they provide. That&#8217;s all because of the well-trained staff. CEO Howard Schultz pays its employees to attend three-hour training sessions to prepare a cup of joe and deliver a great customer experience.<\/p><p>Now think over this: if such a world-known brand still has room to grow, you can also work on your team skills.<\/p><ul><li>Start with providing your team with customer feedback on their work.<\/li><li>Conduct internal training from other teammates to make your support agents believe in what you sell. Explain product benefits, highlight best features, and share case studies or testimonials.<\/li><li>Invite industry experts for workshops.<\/li><li>Pay for online courses or webinars.<\/li><li>Engage them in attending conferences.<\/li><li>Don\u2019t forget to book a time for these activities in their schedule.<\/li><\/ul><h2>Conclusion<\/h2><p>The summary on how to improve your customer support.<br \/>The happier your customer, the better support agents spell the difference between your sales growth and churn. Never stop improving your customer support. Here are eight tips to pay attention to:<\/p><ul><li>People are the heart of your customer support. So hire the best ones.<\/li><li>Make your product and customer support team work together.<\/li><li>Create several chat scripts for repeated situations like customer greeting, transferring to another agent, etc.<\/li><li>Automate chat routing, answer FAQs, gather customers\u2019 data and feedback, and all that jazz.<\/li><li>Keep the content of trigger messages you send to customers and all the website pages relevant to the product updates.<\/li><li>Choose what KPI metrics you will track to measure your team performance.<\/li><li>Educate your team regularly by visiting industry events, learning courses, webinars, and inviting experts to teach your agents.<\/li><li>Sure thing, you don\u2019t have to implement all changes at once. Start with the most important \u2500 listen to your customers\u2019 feedback.<\/li><\/ul><p><em>This article was contributed to Simplify360 by <a href=\"https:\/\/www.facebook.com\/yuliia.serdiuk\/\" target=\"_blank\" rel=\"noopener\">Yuliia\u00a0Serdiuk<\/a> from <a href=\"https:\/\/helpcrunch.com\/\" target=\"_blank\" rel=\"noopener\">HelpCrunch<\/a>.<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>There is a universal company growth receipt: the happier your customers, the more they buy. Ignoring customers\\&#8217; complaints costs businesses up to $62 billion per year. Brands that constantly improve their customers\\&#8217; experience get 20% and more sales growth. Good news! We\u2019ve collected the latest practices for your support team on how to improve customer satisfaction level and loyalty.<\/p>\n","protected":false},"author":13,"featured_media":34570,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[3107],"tags":[],"class_list":["post-29828","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to Catapult Your Customer Support in 2022 - Simplify 360<\/title>\n<meta name=\"description\" content=\"Learn how to improve customer support for your business. We have come up with seven proven tips that can help improve agent productivity and CSAT scores.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/catapult-your-customer-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Catapult Your Customer Support in 2022 - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Learn how to improve customer support for your business. 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