The importance of a customer support system

Whether you’re a small team of website designers or a large business with international operations, one of your key objectives will certainly be to effectively manage your customer support activities.

In a nutshell, your customer support system is your means of ensuring that every incoming request is efficiently managed and responded to; be it sales enquiries from prospective customers or support queries from existing clients.

Everyone has something to say, but how do you ensure that every voice is heard? The ease of sending a request via email or web based forms widens the number of submission channels that your customers can make use of, so it’s even more important for your business to remain on top of things.

Mail handling software just aren’t cut out for core customer support requirements, which typically include:

  1. Assigning incoming requests to specific staff members
  2. Auditing a request right from the time of its creation to the point of resolution, thereby being able to track the manner in which a request was handled
  3. Treating each request as a uniquely identifiable record, commonly referred to as a ticket
  4. Notifying multiple staff members of a support request in a method more efficient than copying everyone in on an email

The need of the hour is a centralized customer support system that collates incoming requests. It should be extremely simple for customers to reach out to you and likewise, for your support staff to respond to incoming requests.

This is merely the simplest need for a customer support system; requirements in terms of how requests are handled differ from business to business, so it’s important to first understand how you wish to manage your customer support activities. For example, are your customers contacting you primarily via email, the web or both?

We’d be happy to discuss your requirements and highlight how best you could implement an efficient customer support system within your business. Drop us a note!