Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. You know this. But, knowing something and doing something to make it happen are two different things. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.
Growing a successful business requires a strong understanding of your target audience. Beyond knowing the basic demographic information of the ideal customer, marketers also need to be familiar with their needs, interests, and decision-making process. After all, earning loyal customers doesn’t just mean getting your brand in front of a specific group of people.
Measuring and analyzing customer support performance can be challenging. The quality of a customer’s experience with your team is a bit more subjective than, say, the ROI of a marketing campaign, or the sales of a new product.
When people think of “customer service” sometimes they think of call centers. Sometimes they think of the people they get on the chat with when their internet or credit card stops working. Maybe they think about being at an automated machine that’s not working and calling the hotline number they found on the peeling sticker on the machine.
Customers want personalized support, but they also want quick support. These are two needs that don’t always go hand-in-hand. When a customer reaches out for support, the agent typically needs a plethora of information to tailor the support to said customer. The agent might even need to reach out to different departments for added details.
At the end of every year, managers and executives alike need to look into the future to plan their next steps. What new technology do you need to budget for? What are customers asking for now? What new skills do your agents need to develop – or do you need to hire for? The top trends in customer support can help illuminate a path forward.
We have found time to squeeze in yet another feature release before the end of a very successful year. Read receipts are now available on all platforms and devices!
Freshworks had a rocking year in 2018, and we are taking a moment to look back at what happened in a year that was filled with so much activity. There were product launches: Freshconnect and Freshping came alive this year, to much fanfare and excitement. Freshconnect is going to play a crucial role in our Freshworks 360 platform, and Freshping will help organisations prove their credibility to their customers free of cost.
When it comes down to it, each employee at your company is working towards the same overarching goal: to serve your customers. However, because the roles they play in reaching that goal are extremely different, it’s easy for individual teams to feel disconnected from one another. This isn’t ideal.
