Modern customer support is more complicated than ever. Customers have a seemingly endless number of options and expect to be able to interact with businesses how and when they want. Not only does this present a challenge for businesses to stay on top of ever-changing customer trends, but it also forces them to become more innovative to cope with increasing volumes of tickets across different channels. Using innovation to reduce ticket resolution times in business-to-business (B2B) support allows companies to differentiate themselves from their competitors. How? With the three best practices below.1. Self-service technology Sometimes the best way to speed up ticket resolution is to prevent tickets from being created.
Self-service customer support lets your customer find the information they need when they want it without having to email or pick up the employee data phone. According to the TSIA, self-service reduces a customer's need for live support by 36% .Two components in particular are important for a successful self-service solution:1. Omnichannel access “Omni-channel access” means providing self-service to customers not only across multiple channels (such as email, chat, phone, and online), but also in a way that all of those channels sync to share information.
If there's one thing I've learned in customer support, it's that agents hate asking for repeated information as much as customers hate providing it. Create a central point to access all information from all channels, including IVR, suggested solutions via chat or portal, canned answers via email or chat, online FAQs and articles from the database. Creating these resources eliminates the need for repetitive requests for information even if a ticket moves to a new channel because the information is shared across all channels in real time.