What Qualities make up a top Customer Service Company?
Customer service is not easy. The advent of new media means that customers today expect speedy responses over a variety of channels. Additionally, good customer support requires highly trained individuals with a lot of soft skills including empathy and de-escalation. It is so challenging to support, that many companies choose to outsource their customer support to a customer support vendor that specializes in maximizing every customer interaction.
Not all customer support vendors are created equal. Just like anything, there is a wide variety of quality to choose from. If you are considering hiring and outsourced customer support company like ours, we suggest that you go with a top-of-the-line company in order to provide the very best for your customers. Mediocre or bad customer support can actually drive paying customers away, so working with a top support vendor is absolutely vital for your business.
Below is a list of qualities that make up a top customer support company. Before you hire on any customer support vendor, make sure that they meet all of the standards set by this list:
● They offer multi-channel support. Gone are the days of strict call center support. Customers today do not want to wait on hold or sometimes cannot spend time on the phone speaking with a customer support rep. Customers today expect email, chat, and social media support. In order for a customer service company to reach the top tier, they must provide support options for every channel. For example, at (v)WeCare we provide call support, email support, live chat support, and social media support on Facebook and Twitter.
● They only hire highly trained individuals. Customer support is a skill that good representatives develop with time and training. A top customer support vendor is not just going to hire anyone off the street and put them in touch with your customer. A top tier customer support company is going to look for highly trained support reps to outfit their teams with. Highly trained reps are well versed in empathy, de-escalation, and first-contact resolutions. At (v)WeCare, we prefer to hire customer support reps with existing customer support training.
● They invest in further training. The customer support industry is changing at the speed of technology. Continued training is an absolute must for top customer support companies. A (v)WeCare we offer ongoing training for our customer support reps. In addition, every time we sign on a new client we put our reps through training that is specific to that new client’s industry and business. The result is a group of highly prepared customer support reps communicating with your customers.
● Representatives should be around the clock. Products and services don’t always fail during business hours. When your customers need help, they are not going to want to wait for the lines to open. That is why someone at (v)WeCare is available at all times for your customers. If anyone who works with is having a problem, they can call us at any time.
Remember, anything less than a top tier customer support company is not worth your time or energy. Go with the best right away and your customers will thank you.