Of all the questions we’re asked by prospective clients, this one is by far the most common: How do we know everything about our clients’ products? And the long and short of it is that we don’t – and neither do they. Our experience and expertise, however, means that we know exactly what we need to learn in order to offer a great customer experience. Allow us to explain.
It’s understandable that, as a business owner or sales manager, you’d want an answer to this question. After all, in outsourcing your customer service, you’re putting your brand reputation in our hands. But if you think of all the people in your organisation who deal with clients and customers one way or another, isn’t it true that their expertise varies? The reality in every business is that no one knows everything. The account managers, product developers and the CEO, for instance, all have their own areas of expertise – and there’s crossover in their knowledge, naturally, but not everyone can answer every single question about every aspect of the business and its operations.
Finding ‘The One’ for your customers
Whoever looks after the customer service in your business, whether internal or external, they’ll need training, and you’ll need to decide what sort of training. When we take on a new assignment, that’s exactly what we do. We define what exactly it is we’re going to help with, what kind of queries we should handle and what’s beyond our remit. Once we’ve defined and clarified our involvement, we can decide which type of personality is best suited for the job.
Often times, the right person is not who you might first think it is. If we’re offering technical support, for instance, someone with advanced technical expertise is unlikely to be right for the job. Instead, we’ll likely go for someone with exceptional teaching skills, someone who can grasp complex information and make it sound simple and sensible.
Delivering on your customers’ expectations
Crucially, we’ll work in close collaboration with you to understand exactly what kind of customer experience you want to give. We are experts at delivering great customer service, but you know your customers, the language they use, any jargon, particular words to avoid – and you know what their customer service expectations are based on the promise you’ve made to them in your marketing efforts.
That promise is at the heart of our offering. A good customer experience is one that delivers on expectations – expectations based on promises you’ve made. Tell us about your promise, and we can advise on which channels to use, how to make sure that your service is accessible, and how we can play a part in the delivery. Then we find and train the right people and provide them with the systems they need to shape a positive dialogue.
Answering tricky questions
90% of all questions asked to a customer support agent is one of the five most commonly asked questions in that particular customer service context. Sometimes, these questions sound complicated. In reality, even a question that sounds really complex can be really easy to answer – because it’s been answered so many times already. Learning to answer five difficult questions well is not hard.
So what about the remaining 10%? Our job is to make sure that the customer service agent is always one step ahead. No one knows everything about every aspect of a given subject, but thanks to a huge wiki, our agents can easily find all the information they need. Think of it as the collected knowledge and expertise of all the people who work with your brand. Doesn’t it make sense, then, to have a professional whose expertise is in customer service use that wiki and chat to your customers? As long as the agent is able to help them, your customers will feel that their expectations are met.
Are there times when we come up against questions we can’t answer? Sure. In those rare instances, our job is to ask enough questions about your customer’s problem or query to be able to identify the person who can help, and to then follow up with them promptly. In reality, just by asking the right questions we can often help the customer figure out the answer themselves. In either case, we help you keep your promise to them.