6 Ways Internal Help Centers can Help in Dealing with a Haywire Customer Support

author
Sam Suthar
CMO, Acquire.io
7 min read
6 Ways Internal Help Centers can Help in Dealing with a Haywire Customer Support

A typical customer support center is like a busy bus station. With many customers beckoning on support representatives to attend to them, a little delay in responding is frowned upon.

Customer support teams aren’t always at their best. Torn between satisfying a customer on board, and many others juggling for their attention, things can get chaotic. In a bid to attend to everyone, they are sometimes overwhelmed and come across as incompetent, even if that may not be the case.

According to a study conducted by LivePerson, 71% of customers expect to get help for their inquiries within five minutes. Anything beyond this is seen as a waste of time.

Rising up to the occasion, promptly, is unattainable by most organizations’ support teams as a result of too much work on their plate. Hence, there’s a need for additional help.

Internal help centers relieve customer support teams of the workload by simplifying the customer support process. Customer inquiries are attended to, timely, due to the use of digital technologies.

Some of the benefits of internal help centers include:- Focused user support, speedy delivery, multitasking, increased customer satisfaction etc.

Here are 6 ways internal help centers can help in dealing with a haywire customer support:

1. Multi-channel tech support can work better

Multi-channel tech support

The rise of social media has created a dire need for instant communication. People no longer have the time and patience to wait for long hours to get the information they want.

Email and Telephone used to be the main forms of communication between organizations and their customers, but these are no longer sufficient.

Mobile technology has created more means of faster communication such as live chat, instant messaging, apps, direct messages etc. Organizations are saddled with the responsibility of keeping up with the trends, otherwise, lose their customers.

Operating these mediums, separately, accumulates more expenses, eating deeply into organizations’ budget. It’s more financially prudent to invest in a multi-channel support technology such as Acquire.

Instead of moving back and forth communicating with customers on different platforms, you can integrate your communications into a single system. Customer interactions are tracked continually, and responses are provided in the shortest time possible.

2. Co-browsing is winning the customer support space

"Adding a human touch to your customers’ experience can help you distinguish your brand. Visual engagement tools, such as co-browsing and video chat can help build an emotional bond with customers." - Venesha Brooks

Co-browsing is winning the customer support space

With 83% of customers stating that they need some sort of support in their online journey, the need to offer them real-time help becomes very important. Leaving them all by themselves is detrimental to an organization’s productivity.

Just giving instructions isn’t sufficient for some customers, as they may not be able to navigate through the process. The need to practically get hands-on in customer support is imminent.

Collaborative browsing is a software-enabled technique that enhances customer support by literally walking customers through their online inquiries.  It allows two different computer users to work together with access to each other’s browser, navigating through the same page.

Acquire Cobrowse automatically synchronizes the browsers’ state and content, allowing the support team agent to not only tell the customer what to do but do it for them. It erases the stress of endless downloads and screenshots to explain issues as everything can be seen right on the spot.

Customers don’t have to worry about anything – they basically relax and watch the support representative resolve the problem. Co-browsing enhances customer satisfaction by increasing their level of confidence in an organization due to the hands-on help they receive

Research by Aberdeen shows that organizations who use this technology enjoy 5.1% customer satisfaction rate against the 1.4% organizations who don’t use it have. Another research by Forrester supports these findings as it reveals that co-browsing tops customer support tool ratings.

3. Self-service options always works

Self-service options

Gone are the days when basic tech skills were a luxury. Due to the rise in social media usage, many consumers have become more tech savvy. The old tradition of being totally dependent on customer support to rectify every issue is fast going into extinction; customers are more willing to get things done by themselves.

A survey conducted by Beagle Research Group states that customers lack patience; a few minutes feel like a few hours. Rather than stay in the queue, they are happy to make use of self-service options to sort themselves out.  Self-service technologies like Vision avails customers some power and freedom. The opportunity to be independent in their affairs, without depending on a customer support for every little problem is satisfying.

Proactive organizations are paying attention to the demands of their customers in this area, and are giving them around-the-clock support via self-service. It provides various options such as troubleshooting, online communities, knowledge bases, and FAQs amongst others.

4. Wearable technology  

Wearable technology

How can we provide a more satisfying and personalized experience to our customers? This is one question that leading businesses constantly ask and seek answers to. They understand that doing right by customers, goes a long way in increasing profit due to continuous patronage.

Customer satisfaction has gone beyond providing good services. With little research, every company can provide good services. How do you beat the competition in this regard? It all borders on providing a bespoke customer experience that speaks to customers in a language they understand.

Personalization trumps generalization in service delivery; customers’ individual personalities reflect in their needs. Personalization increases customer loyalty for various reasons. Companies stand to benefit more when they interact with customers on an individual level.

Wearable technology software like iSIGN helps organizations to identify individual customers and their peculiar needs. All communications presented to customers are gathered from their online interactions. This sieves out things they aren’t interested in and focuses on the things that appeal to them.

Despite privacy concerns about wearable technology, a lot of consumers are in support of it because it saves them the stress of dealing with communications they couldn’t care less about.

Wearable technology helps organizations to recognize loyal customers. From repeated purchases, they are able to identify those who spend a lot of money on their business. In the spirit of good customer services, they could offer rewards and incentives to such customers in appreciation of their patronage over time.

5. Speech recognition

Long queues in customer support are often caused by few customer representatives attending to many people. When as few as ten agents are responsible for attending to hundreds of customers in a day, there’s bound to be commotion.

Speech recognition is an advanced technology that enables machines to recognize spoken words and make meaning of them. It basically reduces the workload of the customer support team as it handles incoming calls and inquiries.

Speech recognition help desk software like Dragon developed by Nuance helps organizations to save some money by lowering expenditure. The customer support process is automated, creating a high level of speed in dealing with customers’ issues. There’s no need waiting on the queue as customers can be attended to simultaneously. Its human-like conversation technique gives it a natural appeal.

When customers are assured of fast resolutions to their needs, they feel more at ease in dealing with the company because the help they need is just around the corner.

6. Visual communication

Visual communication

There’s so much left to the imagination when things cannot be seen. It takes much effort for support teams to understand what customers are saying. A study conducted by Wyzowl shows that only 10% of people remember what they hear, and only 20% remember what they read. However, a staggering 80% remember what they see and do. Indeed, a picture is worth a thousand words.

Through visual technologies, internal help desks allow customers to express themselves well to customer support teams. Non-verbal communication like body language makes it easier for customers to register their complaints, and follow instructions for resolution.

Thanks to the power of visual communication, customers’ complaints are half solved once they can see the support representative. They are less worried and are assured of a swift resolution.

Recognizing the benefits of visual communication in customer support, Intuit developed SmartLook – a help desk technology that bridges the gap between customers and the support team through video chat.  A live support representative is on the ground to walk through the customer’s inquiry in real time.

In addition to its video chat feature, SmartLook allows the representative to see and access the customer’s screen. For the customer, it feels like having someone right by their side in time of distress as they can see and hear the representative in real time. Going through the process together enables customers to bond with agents, and this lasts over a long period of time even after the issue at hand is resolved.

Conclusion

The use of technology in offering better customer support is a welcome development, but that’s not to write off the input of human customer support teams.

Excellent customer service is attained when technology is used to complement human ingenuity. The question is: how well can these two be combined for maximum results? It’s about having a competent customer support team with the right internal help center that is tailor-made for your business.

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