Share This Story, Choose Your Platform!

Published On: March 16th, 2020|Comments Off on High Tech Companies: Use These 3 Techniques to Help Customers in 2020|2.7 min read|547 words|Views: 1428|

Solving customer problems is what any well-intentioned customer service team aims to do.

But coming up with the right customer solutions and creative customer support is far easier said than done – especially in the high tech industry. While there are countless trends in customer service, here are the following three ways we recommend using to better reach – and satisfy – customers with pressing problems.

conectys global bpo
Let’s talk solutions!

Be (more) human.

High tech companies tend to be, well, very technical. This makes sense given their field, but it sometimes inadvertently infiltrates all areas of the business… including customer service. The issue is that when customers have a problem with a product, they don’t always respond well to pragmatic answers and technical troubleshooting. They want this eventually, of course, but first, they want empathy. They want to feel understood.

If you can train your customer support team to be more empathetic, they’ll diffuse a good portion of upset that may be brewing on the customer’s side. Once the emotion is diffused, the customer will likely be much more willing to work collaboratively with the customer service agent to find a solution to their problem. Productivity of the call increases, and chances of a successful first call resolution do as well.

Optimize your sequences.

It’s not surprising that tech companies have been leading the way with AI and chatbots, as they’ve become more and more mainstream. But just because they can help provide basic customer solutions and save your business some money doesn’t mean this tech should be relied on for everything. In fact, it just means you need to restructure what your customer service journey looks like.

Do you start with chatbots, and then escalate a customer to a human agent in certain situations? What about when a customer is complaining about a problem on social media? How does that get routed? Whenever you add new technology, you have a prime opportunity to reevaluate the customer journey through those support channels. When you view it through the customer’s eyes, you might find some gaps or frustrations that need to be addressed.

Customize your responses.

Many enterprise technology companies have loads of resources available on their websites or within customer portals, so customers can find answers when they need them. But tracking down the right tutorial is not always intuitive or easy. Make sure your customer support team has ready access to the right resources that can help customers with very specific problems.

If a customer calls in and needs help with an upgrade that seemed to wipe away all their existing data, they shouldn’t just offer them the link to the general “technical support” page on your website. Instead, they should have a specific article or video on hand that they can share with the customer to get them the exact help they need. This will make the customer feel heard, and help resolve their problem in a much shorter timeframe (and with much less frustration) than the alternative. The best part is, your business can continue updating and improving on what’s not working, and experience more success to serve more customers.

If you’d like help implementing these ideas, or elevating your entire customer support program,  give us a call!

recruting great staff alongside your outsourcing partnerYour Guide to Recruiting Great Staff alongside your Outsourcing Partner
Work from home coronavirus blitzscalingScale and continuity in the #CoronaVirus pandemic
High Tech Companies: Use These 3 Techniques to Help Customers in 2020

Intrigued about oursourcing?

Get in touch with our sales team now!

Contact sales now

Recent  Posts

The Surprising Impact of Agility on Your Customer Service

January 28th, 2018|Comments Off on The Surprising Impact of Agility on Your Customer Service

When you think “great customer service,” you probably don’t immediately think of the word “agility.” It might seem like friendly agents and the ability to quickly resolve problems would be the top criteria instead. But if you’re looking [...]

  • conectys global bpo blog

The 3 Areas Expected to See Even More Outsourcing in 2018

January 28th, 2018|Comments Off on The 3 Areas Expected to See Even More Outsourcing in 2018

Outsourcing continued to grow in 2017, and is expected to do the same in 2018. And while nearly any type of business within any industry can benefit from offloading some of their services to a qualified BPO partner, [...]

  • conectys meeting room branded

Bringing education to the next level

May 18th, 2017|1 Comment

The team at Conectys are pleased to announce a new partnership, with one of the UK’s largest specialists in technology-assisted learning. The collaboration targets end-user support for a language development multiplatform app that will offer a rich and [...]

Complexity in the US spells success in the Philippines

October 16th, 2016|Comments Off on Complexity in the US spells success in the Philippines

The US medical diagnosis coding system is changing. That, in itself, might not be much news to the rest of the world. But for the outsourcing industry in the Philippines, it is a sign that business will soon [...]

Related Posts