Crafting a Customer Service Strategy to Fit Your Business
Customer service strategies encompasses people, processes and technology to create a positive customer experience.
Generally speaking, the goal should always be to minimize customer contacts for support. While not every inquiry is negative, the ones that are should be reduced as much as possible.
To accomplish this you’ll need a team that’s dedicated to the customer base, says Bill Price of Driva Solutions. They’ll need to be committed to keeping your customers happy, and in turn, improving customer retention.
Price says that this strategy is all about figuring out why customers are initially contacting you and what you can do about it. For more information on crafting a customer support strategy, watch the video from OpenView Labs featuring Price.
With only lagging metrics in their toolset, customer success leaders can’t really drive strategy at the executive level. Here’s Chris Hicken, former president at UserTesting, on how to change that.