If you’re the CEO of a quickly scaling company in the Asia-Pacific (APAC) region, you probably know quite a few secrets to business success. But if you’ve reached a point where it makes sense to set your sights on other countries, and consider a global strategy as your next growth strategy, where do you start? Let’s cover a few of the key takeaways.
Technical support managers: Raise your hand if you feel like your internal team is tapped out with an ever-increasing workload and not enough support. Okay, now that every single one of you has your hand up, let’s discuss what can be done about this very common problem.
Many of the customers we’ve worked with in your role have vented to us about their frustrations of the job. Not only are there myriad challenges that come with keeping quality and customer experience high, but there’s a lot of added pressure when managing your company’s network infrastructure and NOC services yourself. This amount of work can lead to burnout or even major mistakes.
As the CEO, your focus is on the big picture growth of your company and the overarching strategies that go along with it. You trust other members of your team to handle your customer service department and make recommendations on your tech stack. But, when is it your role to take more of an interest in customer service tech? Should interactive voice response and self-service support be on your radar?
The answer is -yes. They should at least be on your radar enough to prompt you to ask the right questions about their role in your organization. After all, when all is said and done, customer satisfaction has a whole lot of impact on your company’s growth.
We all know that customer service within any industry is important and an undeniable part of the entire customer experience. But it’s not just something you should work on out of benevolence (although that’s the best place to start); it’s also good business. In fact, studies have found that even a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues. That’s huge.
But if you want to improve your customer experience, you might be wondering what makes good customer service. There are some aspects of customer care, like responsiveness and kindness, that most people would agree on, but others aren’t so cut and dried. Consider which you would consider most important: A customer support representative’s knowledge of your company and product? Or their knowledge of your customers’ country and culture?
Here’s what we’ve learned.