Customer Care has now become a big industry due to the mass evolution of technology. A consumer is no longer a passive entity; they possess more devices which lead them to be instantly connected. The user is very well aware the credibility of a support system because of innumerable service providers. And when we talk about Cloud computing, Salesforce is the topmost CRM technology. In this blog, we will discuss top 5 ways how to make your Technical support team stronger and how this will improve the whole business process. We will conclude with some surveys why customer service has become the backbone of every business.
Here are the points which will improve the Salesforce support service:
1. DIY is the new way of Customer support
Nowadays, users have become tech-savvy and they believe in self- service. This really creates the need of making your technical support representative to know the solution of every minute problem and this, in turn, gives the best user experience to the caller. In this world of “personalized” service, Salesforce provides an implicit custom experience to its users.
When your tech guy receives a ticket, his top priority is to solve the problem by guiding the user for Do- it- yourself method.
2. Train your Salesforce Support Team
You need to invest in the upliftment of your support team. It's a very common thinking that supports jobs has no scope of improvement, but you should change this cliche and opt for highly skilled training sessions for your tech team. They need to meet the expectations of the consumers because a person who needs support might know more concepts than the representative. So, make training mandatory for your employees and you will surely see how the confidence level goes up.
3. Introspection is Crucial for Improvement
If you don’t know your mistakes, you will not get success. Your employees need a mechanism for self- analysis, which will help them to know their weak areas and they can take the efforts to correct them. This is not possible with annual reports and other resources. Make sure that your SFDC support team knows their performance graph and reports of the customers to assist them with an exclusive personalized experience.
4. Track their Performance and give Acknowledgement
After introspection, it is also your duty to track your customer representative’s technical skills in handling the issues. A prior email with the clear motto of making customers their top priority is very beneficial. This is not only the surveillance, but giving them acknowledgment also creates wonder. You just have to send an email or a note of honor in the internal social media group boost the employee’s moral in a hectic day. This will definitely improve its performance and results.
5. Praise your Team
Tracking, feedback, and acknowledgment are very good ways to enhance your employee's production. However, rewarding them will be very fruitful. You can give them customized badges, gift certificates and a detailed applause email copying every member of the team will definitely energize the employees. And a positive competition to perform like the rewarded consultant will be good
Analysis of an Effective Salesforce Customer Support Team
Salesforce admin and developers perform several tasks and other clients using SFDC application need to have a highly functional, technical support team for an easy production process. And keeping all the above methods helps you to implement on your problem areas. Salesforce implementation partners deserve the very performing Technical support team for the smooth process of cloud computing.