What customer insights have led to successful support innovations?

Drawing from my tenure at Lavanda, where I oversaw a team of 29 customer support agents, it's clear that AI and chatbots embody efficiency and scalability. They deliver instant, personalized support, much like a 24/7 team, without the overhead. This tech can handle multiple queries at once, learn from interactions, and provide consistent quality—insights that are reshaping customer support.

Insights gained from customer feedback, surveys, and support interactions have played a pivotal role in driving these innovations. By actively listening to customer concerns, companies have identified recurring issues and areas for improvement in the support process. This has led to the implementation of technologies like chatbots for quick query resolution, personalized support experiences, and streamlined communication channels. In essence, the key customer insights driving successful support innovations revolve around enhancing efficiency, personalization, and responsiveness in addressing customer needs.

All of them that Innovation is not the same as invention. To must build solutions but according to existing data. ?? However, invention that builds something new from zero . To improve our quality of life we must care on feedback from our clients and build our innovation from there needs on that At this moment.

Successful support innovations often stem from valuable customer insights. Here are some customer insights that have led to successful support innovations: 1. Customer Feedback 2. Customer Journey Mapping 3. Data Analytics 4. User Behavior Analysis 5. Social Listening 6. Customer Co-Creation 7. Competitor Analysis 8. Proactive Support 9. Voice of the Customer Programs 10. Continuous Improvement Culture By actively seeking and leveraging customer insights, organizations can drive support innovations that address customer needs, enhance their experience, and differentiate themselves in the market.

giving successful support innovations are gotten by understanding customer deep needs and pain points. then you actively listen to customer feedback, conduct surveys, analyze customer behavior, and gather data from various touchpoints can gain valuable insights. most customers complaint makes it easier to understand that people are wired differently, These insights can help identify areas for improvement, develop new support features, and enhance the overall customer experience. It is important for organizations to prioritize customer feedback and use it as a foundation for driving support innovations.

Successful customer support is no longer solely dependent on traditional support channels. Self-service solutions play a pivotal role in shaping a customer-centric support environment. Empowering customers, reducing response times, and enhancing satisfaction are key elements of self-service support that contribute to the overall success of customer support initiatives. Businesses that recognize and invest in self-service options are better positioned to meet the evolving needs and expectations of their customer base.

With the self-service and the KB, the agents focus on the quality of their responses to the customers. They have more time to report bugs or process malfunctions. It is a game changer during understaffing situations or peaks of contact. For the L&D department, it shortens the training time since the KB (supposedly clear and easy to understand) and the self-service will answer to the most asked questions. The employee improves in expertise since the training will focus on the matters they are in charge of and since they have allocated time for professional development. For a better CSAT, it is important to constinuously improve the KB/self-service with trend analysis from customers/employee feedbacks and from the competitors practices too.

In my view the knowledge base articles are the best way to leverage customer insights and it also helps in documenting the unique or innovative solutions. The knowledge base can also be used not just by customers but also by other engineers/tech support who can refer to it to resolve the issues.

Leveraging my experience managing customer operations at Lavanda, I've seen self-service and knowledge bases as game-changers. We pioneered a Master FAQ guide, distributed with check-in instructions, which autonomously cut guest inquiries by 30%. This move towards self-service reflects a broader trend: customers prefer quick, self-led solutions. Empowering users with robust knowledge bases not only boosts satisfaction but also streamlines support, a testament to the proactive, customer-first approach to operations excellence.

One classic example of turning customer insights into self-service KB article is when the same question (or issue) has been repeatedly addressed by multiple customers. If that is a known issue and a workaround is available, turning that into a known issue article will help future customers to find the necessary answers quickly.

Screen sharing during client assistance offers several benefits. It enhances communication by providing a visual context, allowing you to address issues more effectively. It fosters real-time collaboration, enabling a shared understanding of tasks or troubleshooting. Screen sharing is particularly useful for remote support, as it facilitates a clearer explanation of processes, reducing misunderstandings. Overall, it promotes efficiency and improves the client's experience by offering a more interactive and personalized support session.

This could possible be the biggest help and also the most funny way to know and understand customers. As the saying says "better show than tell"

Gamification and rewards infuse a dynamic element into customer support, tapping into the insight that engagement increases when users feel recognized and entertained. One notable example of a company using gamification in customer support is Duolingo, the language learning platform. Duolingo effectively incorporates gamification elements such as earning points for lessons completed, leveling up, and competing with friends. This approach not only motivates learners to continue their language studies but also reduces the need for direct support by encouraging users to engage with the app's self-guided lessons and community features for help, rather than reaching out to customer service for every question or issue.

By embracing co-creation and support, businesses can create a positive feedback loop that strengthens customer relationships, increases loyalty, and drives ongoing innovation.

Don’t forget to bring co-creation to your value realization plays. Our team has found that co-creating 1-pagers with clients brings customer voice to key wins. Bringing their voice into sales expansions or for internals asks packs a huge punch.

Co Creating with customer is the most innovative and engaging activity. In my view, this type of collaboration has the following advantages 1. Mutually solving the customer challenge by leveraging respective expertises. 2. Integrated workflows get created. 3. Higher Customer confidence and better relationship builds. 4. Adds value and motivation to other customers who are working on similar applications.

Successful support innovation is often driven by a deep understanding of customer insights. Some key customer insights that have led to support innovation include: Personalization: Customers expect support tailored to their specific needs and preferences. Innovations in AI and data analytics have enabled companies to personalize support interactions, improving customer satisfaction. Self-service options: Many customers prefer to resolve issues on their own. Insights into this preference have led to the development of self-service portals, chatbots, and knowledge bases to provide quick answers and solutions. Multichannel support: Customers use various communication channels, including chat, email, social media, and phone.

AI has helped our teams who are not native speakers develop better content and quicker, although it might still need reviewing. In medical clinics, AI is being explored to develop new methods of patient evaluations that will be faster, cost-effective and reliable.

Successful customer support includes having and disseminating information such as contact info for friendly competitors. Sometimes, my team may not be the best fit to solve a customer's particular problem, but they always say, "well, I'm glad I called you guys anyway" when my teammates or I quickly provide the customer with information to help them get there problem resolved, even if it's means the customer needs to invest the time and labor as a DIY project or even if it means referring them to a friendly competitor or.

Working with NI, a leader in Test and Measurement, I have witnessed how NI moved from products to application specific information. This kind of approach helps in engaging more customer conversation around the application they are working on rather than selling the "product". It is like talking to the customer as if we are in their shoes, elevates to have deeper insights.

An Example I have seen is, Leveraging social media comments, DMs, and reviews to drive the innovation of recorded and live Q&A sessions demonstrates a proactive approach to understanding customer needs. By directly engaging with customers through these channels, you not only gather valuable insights but also implement a practical solution to provide relevant information efficiently. This customer-centric strategy is likely to enhance decision-making processes and contribute to an improved overall support experience. Also, It reflects a thoughtful consideration of customer feedback leading to innovation in support practices.