![]() You can nail every part of the customer journey, but if your support is lacking you'll fail at customer experience. Customer Support is Key for a Good Customer Experience With all of the reps working together, it has helped increase the output with the size our company is currently. being more specialty-focused (free, pro, team, enterprise). They also started all focusing on every ticket vs. This system has worked in being able to mix new tickets with follow-ups to ensure a balance of quality follow-up. Our team structured a system within our support software to enable priority queueing. The speed with initial connection is important, but it's also crucial to respond fast to follow-up questions that may come in from the same ticket. These assets help to quickly close common questions fast and create more time for the questions that may take a little more time or engineering involvement. They then housed them in a collection folder on CloudApp that's accessible by their team. This led to the team using CloudApp to create screen-recorded videos, GIFs, and screenshots to answer these common questions. Our customer experience team noticed that a good portion of our support tickets were coming in about similar questions. Create banked responses for common issues.Īnalyzing and understanding your data is a key component of improving your business. We removed unneeded text from responses and included a video or image instead.īy using visuals to close tickets, we found an immediate uplift in both satisfaction and our customers commented about how it “was cool to see you use CloudApp to fix my issue.” This has led to increased usage by our customer base as well. All of our responses to customers included a CloudApp screen recorder video, GIF maker, or screenshot when applicable. We heard story after story of how people were using CloudApp in their customer support tickets to close issues faster with videos and GIFs. In some cases, we actually learn how to use our own platform from watching how our customers use it. We as a company have put a continual effort to focus on speed and provide global coverage with our support team located remotely around the world. That means when they reach out to you, speed is incredibly important. In today's world, when customers reach your support queue they have probably already searched your knowledgebase, checked for video fixes on YouTube, and asked a co-worker how to fix a problem. According to data from SuperOffice, the average response time for support in tech is 12 hours and 10 minutes so we are way above average for tech. This last quarter, 97% of customers are getting a response in less than 6 hours. As we invested more there the goal became shorter and shorter. Two years ago with our small team, our goal was to respond to any support request within 2-3 days. Here are four more things we did at CloudApp to help improve our customer satisfaction for our community.
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