Why do businesses get support so wrong? And why do they think it is acceptable to:
- Leave you on hold for 1 hour and 30 mins?
- Add you to a ticketing system?
- Point you to a knowledge base to sort the issue yourself?
Customer support shouldn’t be an afterthought. We are dealing with business critical systems and we believe to do support right, we need to be available to our customers at all times.
Support teams should:
- Be responsive
- Fix your issue
- Have a sound knowledge of how their product/software works
Customer service is the company’s opportunity to connect with customers, solve problems, and show they care. And when customer service is executed well, it can resonate with customers for years to come.
That’s why training and resourcing your customer support team is important.
Tony MacBride, Managing Director of Berkeley Myles Solutions said:
“I don’t understand why software businesses get support wrong. It is simple and as a business, it is what you are supposed to do.”