Do you ever feel overwhelmed with the expectations of your customers? Especially ones that have very strong opinions and high demands, it can feel as if you’re on a never-ending, nearly losing battle in order to make sure that people are happy and that they don’t share anything negative about your company with other potential customers. (And of course, you want them to repeat, too.) One thing that you can do, of course, is making sure that you’ve got a great customer support ticket process that’s effective, efficient, and responsive.
In a word, relationships matter. It doesn’t matter if a customer gets a great interaction with sales and marketing. If you let them down with your customer service, it’ll show in what they say and what they do in the future. And you have to have a great customer support process for each and every way that a customer might get in touch with you. It’s not enough just to do it for email and phone. You must pay attention to every touchpoint, including social media and in person. To ignore those other channels, and to ignore things like mobile responsiveness, is to do so at your own peril. In fact, mobile is going to become a bigger customer service juggernaut than it already is: It is expected to grow about 50 percent over the next year and a half alone.
One of the ways that you can better manage what’s going on with customer support is to have a support ticketing system. Support ticketing can be broken into two different sections: external and internal. External support ticketing includes things like troubleshooting payment, answering simple questions like where a package is, and fielding product questions. Internal support, on the other hand, is all about helping your employees and departments better resolve questions and problems. It’s just as essential to a successful overall customer system because if things aren’t going well internally, they’re not going to go well externally either.
What else do you need to know about how this all works and what you can do? This graphic has some great things to understand and consider.
