How to create an exceptional client support experience

In today’s digital-first world, clients and customers expect that if they need support, that there are options beyond calling an 800 number during business hours. They anticipate they’ll be able to get help how and when it’s convenient for them. And they expect the person providing that help will be able to easily access the information needed to address their concerns, not transfer them to another department or put them on hold. 

It’s because of these expectations that more and more companies focus resources on transforming the way they provide support. Here are things your organization can do to create an exceptional customer support experience that meets – and even exceeds – expectations.

Know your clients

Clients today expect businesses to know their purchase history and have a record of prior interactions with support representatives so they don’t have to repeat themselves. Having a unified communications (UC) solution that integrates with your customer relationship management (CRM) platform is a powerful way to ensure that client service agents have the information they need to address issues quickly and efficiently. For example, with the CRM integration our UC solution offers, support representatives can view client data and a comprehensive history of all interactions from one intuitive dashboard.

Be where your customers already are

Phone support is still popular, but in a world with an abundance of communication tools, customers also expect they can get support via the channels they’re already using, including Twitter, text and email.

A UC solution needs to include capabilities that allow you to engage seamlessly with customers on multiple channels. With the Spectrum Enterprise UC solution, whether a client comes in through Twitter, text, chat or email, application-based rules and distribution policies intelligently route client questions to the right team. Because of these omnichannel capabilities, support agents spend less time searching for information, and clients get their questions answered in the channel they prefer.

Elevate the client experience

Providing exceptional service in a world where customers’ digital expectations are higher than ever before may seem like a difficult goal, but using the right technology can make all the difference. Unified communications solutions that support CRM integration and provide omnichannel capabilities provide a strong foundation for delivering consistently superb service through the channels your customers prefer.

Learn more about how the Spectrum Enterprise Unified Communications solution can help you meet customer expectations.