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3 Steps to Fix Your Customer Support Strategy

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Customers expectations are continually rising and support teams are tasked to keep up. Rescue by LogMeIn presents the key customer support trends to be aware of and how to address your customer support strategy to stay on top of these trends.

Publié dans : Business
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3 Steps to Fix Your Customer Support Strategy

  1. 1. 0 3 Steps to Fix Your Customer Support Strategy
  2. 2. What’s standing in the way of offering best-in-class customer support?
  3. 3. 2 Key Trends Shaping Customer Support Industry Transformations Customer Expectations Universal connectivity growing exponentially Connect across multiple devices & channels Increased complexity of products & interaction • Unlimited information and options Simple & efficient engagement • Experience happens when and how they wantUnlimited information and options Experience happens when and how they want
  4. 4. 82% of customers have stopped doing business with a brand following a bad experience.
  5. 5. 4 Today, when customers encounter a problem with a product or service, 81% try to self-serve before calling a contact center. Source: HBR “How to Fix Customer Service”
  6. 6. 5 What Does this Mean for Support Strategies? Customer Support teams will need to think outside the box. Understand your customers1 Understand your support team 2 Understand your support tools 3
  7. 7. Step 1: Consider Your Customers
  8. 8. 7 Understanding Your Customer Lifecycle Awareness Knowledge Consideration SelectionPurchase Retention Advocacy
  9. 9. 8 Where does customer support impact the Customer Lifecycle? Awareness Knowledge Consideration SelectionPurchase Retention Advocacy
  10. 10. Step 2: Consider Your Teams
  11. 11. Who is on your support team? The issues your team is tasked with solving, combined with your customer journey, can identify who to hire.
  12. 12. 11 Customer Service Personalities *Based on research from the HBR report titled, “How To Fix Customer Service”
  13. 13. Step 3: Consider Your Process
  14. 14. 13 Matching Customer Behavior to Your Internal Toolbox Formulate solutions to fill those gaps 1 Identify customer support gaps as it relates both your customers and teams 2
  15. 15. 14 Must-Have Technologies for Providing Successful Support 0% 10% 20% 30% 40% 50% 60% 70% 80% Incident Management Knowledge Management Remote Control Customer Satisfaction Surveying Problem Management PercentageofOrganizations Type of Technology
  16. 16. 15 o Providing world-class customer service wins loyalty and market share time and time again o Successful companies use personalized customer service as a differentiator over their competition Long Live Customer Support
  17. 17. Elevate your customer support strategy with Rescue.
  18. 18. 17 +Visual Support +Mobile Rescue Remote Support Rescue Support of Anything Support of Smartphones & Tablets Support of Computers & Laptops Remote Control, Diagnostics & Chat Connect, Configure & Fix Support Technical and Non-Technical Issues