What happens when a support system isn’t built around the customer?
Two Ends of the Spectrum
Let’s take the case of a Seattle based supplier of solar heating products and two of its customers. Mr. Robinson wishes to inquire about the prices of a new model of solar heater. This is a generic question that the business gets asked at least three times every day. Ms. Vale, on the other hand, has purchased 5 such heaters about 6 months ago for the geriatric hospital she runs. Now she wants to know if she is entitled to a discount on further purchases. How does the business address it?
Conventional Systems aren’t built around the customer
What is an intelligent system?
Is there really such a thing as an intelligent customer support system? The truth is that any product or service, whether an IT system or a hamburger must the needs of its target audience. That is what an intelligent system does. Conventional customer support systems such as e-mail or ticketing software don’t really take customer behavioral patterns into account. They are non-intelligent systems that annoy customers because of the following reasons.
4 Reasons Why Traditional Customer Support Systems don’t work
The Big Picture
Most companies start off with a simple email address or a contact form and soon enough, discover that it doesn’t meet their needs. Their staff are inundated with repetitive mails, and irritated by the monotony of questions. They find themselves wasting time on such tasks. Nor are customers happy with the slowness of response.
So, what it is about conventional customer support systems that causes your customers such heartache and directly impacts your business growth?
Why Your Customers Continue to Leave You
Put yourself in their shoes!
Imagine this situation. You walk into a store looking for a pair of wrinkle-free trousers in a light brown color. You don’t find the pair that you want in your size, and the colors available don’t catch your fancy. You can’t find anyone in the store whom you could check with.
