Unsatisfied customers are three times more likely1 to share their negative experiences than happy ones. There’s also the fact that unsatisfied customers tend to cost you. It can take up to 12 positive experiences to make up for just one unresolved negative one. Angry and frustrated customers can tarnish your brand’s name, while satisfied customers mean more great recommendations and reviews for your business.

The customer support agents in tier 1 provide general product support across one or more products. This includes things like helping customers set up their accounts, resolving billing issues, helping them understand how the product works, and any other help customers need to use the product.

On any given day, a startup owner might wear a dozen hats, taking on the role of a business analyst, marketer, human resources personnel, inventory clerk, warehouse manager, and customer service agent, among other things. With so many priorities competing for attention, it can be daunting to ensure your customers receive top-grade service without detracting from an already strained budget and timetable.

Data shows that, for global businesses, providing support in multiple languages is well worth the effort. Nearly three quarters of people search online in their native language, which means that if you’re only communicating in English, for example, you’re probably losing customers and adding layers of inefficiencies for your agents.

For many larger businesses, it can often be difficult to keep up with the flood of support tickets and customer issues that flood in – even with a powerful helpdesk. Often, the proposed solution is to hire more support staff to alleviate the extra work, but that’s not always a great solution. For instance, you’ll have to be able to afford the extra staff. That may not always be a possibility.

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.

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.

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.