When global work goes online overnight, a flurry of support tickets ensues. Our support managers share how they have stabilized the course. Around the world, with offices closed and people staying at home, most of life now takes place online. This means brick-and-mortar stores are learning on the fly to Latest Mailing Database digitize their businesses, and people at home are pushing their utilities and SaaS products to the brink. It's the perfect storm that produces a flurry of people who need to contact customer support. Some of their issues are easily resolved through the help content on your site. But others might need more direct answers. In the midst of such a surge, resolving customer issues quickly is critical.
Assist customers and support staff by offering predictive suggestions. Resolve customer issues by providing answers to less complicated questions - or setting expectations for when they will be able to connect with a real person. More importantly, automation frees up valuable bandwidth so your team can empathize with the most important issues directly with customers. To Latest Mailing Database learn more about what it takes to balance the tightrope of customer support, we've brought together some of our top managers for a remote discussion that ranges from why support needs to be taken care of to the importance to establish a single source of truth. In this episode you will hear: Katelin Pettersen, Global Director of Customer Support: Based in San Francisco. Bobby Stapleton, Senior Director of Customer Support for North America: Based in Chicago.
Ruth O'Brien, Senior Manager of Customer Support for EMEA: Based in Dublin. Lack of time ? Here are five takeaways. In this unprecedented work environment, we are not aiming for perfection. If your kids walk through the background, that's okay. If you're not fully there today, talk to Latest Mailing Database your managers so they can give you the space to take care of yourself before taking care of your customers. Expectations are the root of all heartache. If you set realistic boundaries with your customers, you can avoid a lot of frustration over things like when you're going to respond and how they can speak with a human support representative. It is important to designate a single source of truth for your support teams, which you update daily. Be concise; you want people to need to know when they need it. Bots are great for handling simple questions or qualifying customers so they can contact the right person.