Customer Support Service Issues With Possible Solutions

In past few years while working at SPaul Complete IT Solution Private Limited , I have been at both the ends of Customer Service Support. I have answered queries that our customers or customer's customer were facing and I have raised several queries with our vendors on various topics and most of the times it has been that although the person sitting across answering the queries is more concerned about his or her response then listening to customer's queries and there are these few things that irritates people

1. Repetitive Template Based Answers

This is one of the most irritating things that customers experience that although customer has raised a query which is unanswered in the first time template based response still customer support executives copy paste the same answer multiple times. Leading to dissatisfaction and loss of time, money and account for both service provider as well as the customer.

There should be a strict norm within the companies that template or copy paste answers should be restricted to first response only so that for the second time at least manual intervention should be done to understand the query properly and manually answered.

Although it isn't easy to track manually therefore it's important that such software features are developed within their help desk software.

2. Inter-Departmental Issues

This is another strange things that simply increases dissatisfaction of the customers that is the issues being routed to different department within the organization and stays unanswered for days and sometimes weeks.

Although it is understandable that there can be multiple departments within a company however for a customers it's just one company. Therefore for each query executive should handle the query internally by fetching the response from what ever department required and become a single point of contact for the end customer so that customers can easily get their queries answered.

I do understand that it can be trivial for executives to run from one department to another for each query to get a response therefore internal inter-departmental query management software can come in handy for executives to easily get response from other departments and can easily answer queries from different departments.

3. Contradictory Responses

This is one of the most frustrating response that a customer can get wherein in same or different responses from customer support it has been noticed that at one instance that customer support has advised one action in given scenario and customer support has advised different action in same scenario on another instance.

To avoid such issues customer support executives should be thoroughly trained as I have personally noticed that such issues only occur when customer support executives have not been trained properly and do not have digital process manual handy wile answering customer queries.

It's not easy to keep track of continuous training therefore Customer Support Learning Management Software comes in handy to keep track of training of each of your customer support executives and document managements system can help them to easily access process manuals whenever needed.