5 Ways To Successfully Scale Customer Support

In today's internet-driven world, customer expectations are soaring and evolving with every passing day. Today, customers expect reliable, friendly, proactive, and personalized customer service experiences, as and when they demand them. While it may sound straightforward in the first place, things are not as easy as you might think.

In a growth-oriented organization, change is inevitable and often greatly desired but that doesn't make things any easier to handle. Therefore, it becomes important that you should make every possible effort to scale up your customer service function at the right time.


The primary question that you need to answer is how you can deliver exceptional customer service experiences given the available resources at your hand.


Some of the possible triggers to scale customer experiences include:

  • Adding new customers: Normal business growth can lead to high customer service interactions, even if everything else remains the same.

  • Covering additional time zones: Maintaining quality can require support staff to work additional hours if your customers are geographically dispersed or if the usage of products spreads outside your business hours.

  • Offering new support channels: Adding phone calls or live chat options for specific customer types can change the workload, whether or not additional customers are added.

  • Encouraging more conversations: Some business decisions may generate additional support demand like adding account management, adding VIP support, and offering help to "free" customers.

How to scale customer service?

  1. Improve your auto-replies: One of the easiest ways by which you can handle high-volume support requirements. Automatic responses are highly effective to build confidence with customers, offering self-help options, and setting accurate expectations.

  2. Redesign your contact points: You can redesign your contact points such as chat, email, mobile, or social media platforms to efficiently handle the overall volume and guide existing and potential customers to receive immediate help.

  3. Give your team more authority: Frontline staff tends to get frustrated when they know what to do but don't have the authority to do it. This is where you should give clear guidelines and authority so frontline staff can take necessary actions without requiring the approval of many people at each stage.

  4. Simplify procedures: It is important to pay attention to high-volume conversations while ensuring that policies and procedures are simplified and streamlined for delivering exceptional customer experiences.

  5. Have a good crisis plan: If your customer service team is already close to capacity, anything that goes wrong can lead to a cascade of delays. Therefore, you should have a clear plan for crisis situations.

Discover how your business can easily scale up your customer support services by leveraging Microsoft Dynamics 365 CRM. Call or email us at C.I.G Consultants now.


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