Structures are important because of the fact that they can help define a lot of different aspects of the task that you are attempting to perform. When you create a structure for the customer support that you are providing, here are some things that you should definitely take into consideration.
#1 Define What Satisfies Your Customer
What is customer satisfaction? This is not a philosophical question, it is a practical one. One thing that you definitely need to realize is that customer satisfaction can mean different things to different people. You need to figure out what it is that your customer wants on a specific day. This is going to go a long way towards helping you figure out how you want to structure your customer support, and the fact of the matter is that your end goal being defined is something that could potentially help you streamline your entire company as well.
#2 Assign Specific Tasks to People
Knowing how to delegate is an important aspect of pretty much any kind of managerial position that you could potentially end up looking into. Part of the structure of the customer support you are going to be providing will involve delegation because of the fact that this will tell the various members of your team where they stand in terms of the overall organizational aspect of the company that you are trying to run and help grow until it is as profitable as it can possibly be. Make sure that you assign tasks in such a way that they would play to the strengths of the people that are working for you.
#3 Think Outside The Box
You need to start being creative if you want to be able to create the most efficient customer support structure possible. Hire people that other people might not hire, find resources that others might not be looking into. Out of the box thinking can be used in pretty much any aspect of your company, from your customer support all the way to the way you manage your accounts and the various other statistical and numerical aspects of the company that you are attempting to run.
#4 Don’t Be Restricted By Geography
This mostly concerns the people that you are employing at your company. When you are establishing some kind of structure for your company, one thing that you can definitely do is look into is hiring people remotely. They can be people that live in completely different countries as well because of the fact that we live in an era of technological marvels such as the internet that allow people to do anything from anywhere. This can help you establish a customer support structure that is reasonably affordable as well. One problem that a lot of people face is getting a business to be relatively affordable in the initial stages. Altering your customer support structure to allow remote employees to take part in your company is something that can actually help you save enormous amounts of money.
#5 How Much Automation Will You Implement
When you are implementing customer service, you need to figure out which areas of the service being provided will be automated through the use of a ticketing software such as the one provided by Kayako. The fact of the matter is that a ticketing software can handle a lot of things, but once it has been inserted into the overall structure of the customer service that you are trying to provide it can become a little difficult to remove it from that aspect of the structure. Hence, you need to think about how much or how little you are going to be using this kind of automation and software. Change will come slowly, so it is important to weigh your options as much as you possibly can.
#6 What Channels Will You Be Focusing On
There are a lot of different avenues of customer service that you could potentially provide. Phone based customer service is obviously going to be very popular, but there are also avenues such as social media that you will have to look into. Having someone to handle emails and the like is also going to be something that you will have to think about. Basically when you are structuring your customer support so that it becomes the best that it can possibly be, you need to think about what channels are going to be a priority for you. A diverse customer support structure is necessary for the health and growth of any company, and if you focus on this from the get go you are going to be able to go very far without having to worry about a lot of the other things associated with your business’s trajectory.
Author Bio – Noman Aqil is a Marketing Manager at Kayako, the effortless customer service software that helps teams be more productive and build customer loyalty.