Blog 3 ways to deliver smart customer support

ViaSource Solutions seeks to maximize the customer experience with every contact.

3 ways to deliver smart customer support

In a recent article published on the Forbes website, MindTouch, a cloud-based platform for knowledge collaboration and multi-channel delivery of customer support documentation, shared some smart customer service tips that all companies can benefit from: 

Ensure that information is consistent – Keeping your website, call center, retail outlets and other customer-facing channels up-to-date on all the latest, most pertinent information can be challenging, but it's important to make sure that everyone has access to this so that they're on the same page. This will guarantee that customers get the same information no matter who they talk to.

Keep all your knowledge in one place – "Create a centralized knowledge repository for all of your product information, supported by a methodology and workflow for true collaboration," states the source. "Traditionally, this information has been siloed within separate departments and not accessible from a unified view or by everyone. This prevents customer support agents or channels from having all of the information they need."

Stick with the customer after he or she has made a purchase – Creating a great post-purchase experience for your customers is key to ensuring their satisfaction with your company. Customers who receive poor customer service are likely to vent on social media channels, creating a bad perception of your brand.

Don't let your company suffer because of bad customer service. If you're looking for a way to improve customer support operations, consider outsourcing all or a portion of your customer service to a domestic inbound call center where highly trained professionals are available to provide excellent customer service at all times. This will provide valuable communication and project direction to management as your internal teams tackle the siloed information challenge.