People contact customer support because they are having problems with your product or services. And listening to your customers can help improve your business. In this article, we’ll look at the benefits of tracking customer support requests.
1. Improving UX
When you begin to analyze customer questions that they regularly ask support services, you will find a lot of interesting things. If customers point to the same problem over and over again, it may be time to look at the product with their eyes and find a solution.
For example, many companies claim that customers often cannot find the necessary information on a website or landing page. Information can be very accessible, but customers cannot see it. If you are familiar with this situation, perhaps you should reconsider the design to change the user experience (UX), reduce customer dissatisfaction and – as a result – the number of calls to the support service.
So, if customers are constantly asking for price, delivery information, or other documents, perhaps you should consider placing this information in a separate section or placing it in a better place on the main page.
2. Training your support team
Tracking the reasons why customers contact support, allows you to accurately identify problems not only with the product itself, but also with the service you provide. Perhaps you should train your support team to work more efficiently: for example, prepare scripts that will help solve the most common problems. Thus, you will improve the average time to solve the problem, which will allow the support to potentially handle a larger volume of requests.
Tired of answering the same script questions? Consider creating a FAQ. Creating template answers to frequently asked questions can save time. If you don’t have a support service but you need it urgently, AnytimeSupport can help you. This is a team of European customer care specialists who know what exactly your clients need.