How to build and nurture exceptional Customer Support teams
Customer support teams aren't just the superheroes who swoop in to solve problems – they're versatile champions who wear many hats. They're with your customers every step of the way, from onboarding newbies to resolving issues and adding value whenever possible. They're the friendly faces of your company, the ones who humanise your brand and build strong connections with your customers.
They've got their finger on the pulse of your customers' feelings and opinions, providing valuable insights that drive change and, ultimately, customer satisfaction. A stellar customer service team can even turn customers into your biggest fans and advocates, leading to new streams of revenue.
In fact, according to a recent Gartner survey, 64% of Customer Service and Support leaders were focusing on business growth in 2022. It's clear that every organisation needs a top-notch customer support team now more than ever.
So, whether you're a startup venturing into building your first support team or looking to enhance your existing one, here are some handy tips to keep in mind:
Hiring the right Customer Support people
Starting from scratch might seem daunting, but it's a chance to set the standard for customer experience. Look for candidates whose skills and attributes align with your vision. Pay attention to employee turnover – retaining quality employees is key. Develop a systematic hiring and training plan to reduce turnover costs.
Empower your Support Team with training and upskilling
Customer support is often reactive, but your agents should also be resourceful problem solvers. Invest in training and upskilling programs to ensure your team is confident and up-to-date with industry standards. This not only boosts loyalty but also enhances the quality of customer interactions.
Foster a culture of transparency and trust
Start building trust from day one. Ensure your customer service agents understand your company's values, goals, and missions. Create opportunities for employees to connect and build relationships within the team. Healthy competition can boost performance.
Read more here: Company culture in the remote workplace
Choose the right tools for Support Teams
In today's digital world, customers expect quick, convenient, and consistent support. Invest in software and tools that make your support team's job easier and more efficient. Look for software that can track tickets, organise and assign tasks, and provide valuable analytics.
Bonus AI tools that might help: Top 5 AI tools for more efficient Customer Support
Tools for overall productivity
Beyond support teams, various tools can enhance overall productivity:
Organisation and Management Tools like ProofHub and Asana
Communication and Collaboration Tools like Slack and ClickUp
File and Resource Sharing Tools like Dropbox, Box.com, Google Drive, and Microsoft OneDrive
Our practices: The 4 remote collaboration tools that keep Talkr talking
In a constantly evolving landscape, customer service remains a cornerstone of your business. While your team and tools may change, your commitment to quality customer experiences should always remain constant. That's the key to building and maintaining exceptional customer support teams.
So, go ahead and build your dream support team – they'll be your customers' favourite superheroes! 💪🦸♀️🦸♂️