Obviously , setting up a structure from scratch is always chinese overseas america database a lot of work, but it doesn't necessarily have to be that complex to set up a customer support operation. You just need to choose the right tools for it.
So, to help you achieve this goal, we have put together a step-by-step guide in this text to help you develop a complete and straightforward customer service operation. Enjoy your reading!
What is a telephone answering operation?
Before you actually start getting your hands dirty and creating good customer support, you need to know exactly what a telephone service operation is.
Basically, they arise when the need for an interface that generates contact between the customer and the company arises. The reasons for this demand to arise can be diverse: a channel for the consumer to complain, ask questions, praise, buy again, make requests, among others.
Furthermore, many operations are currently being created to offer the best experience to their customers at all stages of the sales process: pre-sales, sales and post-sales. The reason for this is linked to consumer behavior, which has changed a lot over time, mainly due to technological revolutions.
According to a survey conducted by Zendesk , approximately half of the people interviewed said they would switch to a competitor after a bad experience. If a customer suffers more than one bad experience, the number reaches 80%.
And this experience can be measured in several ways, such as:
Being able to resolve the problem quickly;
Support available 24 hours a day;
The support agent is friendly;
When the company proactively contacts you to resolve the issue;
And among many others;
Now, the operation's functioning, with the essential equipment, solutions and tools, will depend on the company's objective and at what stage of growth and evolution it is. However, to minimally meet the needs of customers, it is necessary to follow the step-by-step below.
4 steps to creating a telephone service operation
As we have already explained what a telephone service operation is, it is time to understand how to create this support through this channel. So, check out the 4 steps to follow:
1- Planning
Planning is, and should always be, the first step in developing any action, project, work or task. Nothing can be done from scratch without a well-designed and defined structure beforehand.
Within this planning, it is necessary to have a clear objective for this service, as well as your goals. Some examples of questions to start the project:
Do you just want to cultivate customer relationships?
Do you want to offer support for any issues or questions that arise?
Do you want to increase your company's sales with the help of telephone service?
Do you want your operation to be scalable and robust?
With this information, you will be able to outline the necessary actions to achieve your objectives with the operation.
2- Start measuring the telephone service operation
For your operation to always maintain good performance, with visible growth and high performance, it is necessary to measure from the first day of operation.
With metrics, it is possible to identify which improvements should be made, which actions are positive for the business, which techniques should be maintained and which should not. And you will be able to understand the behavior of customers, leads and agents throughout the operation.
And, after identifying your customer support model, you will be able to better understand which indicators are the most important and necessary for the functioning of your operation, such as, for example, sales metrics , performance metrics, satisfaction metrics and many others.
To learn more about the main service indicators, download our free e-book on the subject: All about the main service indicators and how to apply them by clicking on the banner below:
3- Hire a good team of attendants
Every customer service operation needs to have a good team of agents. But what defines having good talent for the customer service team?
The attendant needs to know how to deal with conflicts clearly and calmly;
The attendant needs to be empathetic with all customers;
The attendant needs to match the tone of voice of your brand: be it more formal or informal;
The attendant needs to be proactive in resolving customer problems;
These are some of the qualities that are necessary to assemble a qualified team that is ready to provide support to your customer. After all, according to a survey by Opinion Box, 93% of people interviewed said that they consider experience to be an important or very important factor when making a purchasing decision.
Therefore, if your operation involves telephone sales, for example, it is essential that the treatment is as positive as possible, in order to offer the best experience and, consequently, close the deal.
4- Hire a complete cloud-based telephone platform
Last but definitely not least, is to hire a complete cloud-based telephone service platform. With it, you will be able to set up the entire call flow, have different resources to automate your operation and speed up daily processes, have an entirely online infrastructure and analyze support on a daily basis.
Additionally, the benefits of purchasing a cloud
