We all want a product that requires as little customer support as possible, but things never go as planned. Those times, when your company needs to provide professional assistance in a matter of minutes, can make the difference between a rising star and an average company.
Think about it from this perspective. You hate being put on hold for more than 5 minutes, right? You definitely hate being sent from one support agent to another due to lack of knowledge, right? Well, almost 80% of the interviewed people think the same and consider these reasons good enough to make them take the business elsewhere.
Don’t drive your customers away
According to a study conducted by Accenture, 80% of the customers who switched providers due to poor service said that they could have been retained if the first contact with the company was leading towards a resolution. This trend definitely doesn't seem to stop spreading as the current generation of millennials are known to be very picky in terms of assistance and quite skeptical on spending money when poor reviews are out there.
Another concerning trend for the customer support departments is the brand loyalty which is decreasing considerably from one year to another. Customers don’t wait for you to be reactive to their needs, instead they keep an eye open for better offers. Look on the bright side. If you are proactive when it comes to customer support, you will have a significant competitive advantage that can help you increase sales. You only need to be there, ready to welcome unsatisfied users.
There is always a solution
I know you've heard that one before. It’s always easier to say what needs to be done, but it’s way harder when you need to come up with a solution. This is why I’m going to present you a winning combination.
We can all agree that technology is everywhere nowadays. Even the customers know that and expect you to be online. Phone calls and emails might still work, but for how long? As said before, the proactive companies will rule the market. Prepare yourself and don’t be caught by surprise.
The most cost efficient way to provide fast, proven to work solutions and quit redirecting people from one agent to another is by implementing a knowledge base. Let me explain you exactly what I mean.
XWiki Knowledge Base for Customer Support
When a customer gets in contact with you, he expects quick and professional customer support offered by an experienced agent. Nothing hard to image, but in order to provide that you have two options:
- Train all your agents to offer cutting edge technical support which costs both time and money, but let’s be honest, there will always be the risk of investing money in the wrong employee. Following this path, when your company evolves and needs more support agents, you will have to pay exponentially for their training.
- Implement a knowledge base where all your agents can search for previously signaled issues and check the solution provided then. This does not only let your company grow without any concern in this area, but also takes less time for a solution to be found.
XWiki provides a state of the art Knowledge Base specifically developed and tested to meet the most exigent needs in terms of solution storing. Ranging from bringing structure to your data, to real time collaboration, XWiki Knowledge Base can do it. You can give a try to the cloud version by accessing XWiki.com, but if you really need something custom, we can do that too. Give us a sign and we’ll reply in no time.
George Nikolic
Marketing Specialist @ XWiki
