Customers will be happier with businesses that provide prompt, accurate, and friendly support rather than ones that are slow to respond, give inaccurate information, or seem apathetic. Success in support depends on consistency. How do you keep costs down while providing fast, knowledgeable, and consistent support? By having different support tiers that cater to different types of customers or issues. Here's part 1 of our blog on how you can provide tiers of support.
How does tiered support work?
Support is divided into levels so that incoming support issues can be handled more efficiently. It's useful to filter your support through different tiers with the right staffing, automation, and systems. Sets up a protocol for complex problems and fixes repeat or easy-to-fix issues on the first try.
Tier #3
Tier 3 is where you can get product technical support and account management. Tier 3 helps high-value or technically challenged customers. Tickets can be transferred back to lower levels once the issue is fixed.
>> Channels: Use ticketing software to collaborate efforts among teams
Tier #2
Tier 2 customer support usually has experienced agents and deals with more advanced issues. Troubleshooting more complex issues, or handle more specific things, like refunds and billing.
>> Channels: Use ticketing software to escalate issues and restricted access to account management system
Tier #1
Most of your customers' issues will be handled by your tier 1 team, so they need to be good at communication, troubleshooting, and customer service. The customer information should be gathered as much as possible, including error and warning messages, log files, screenshots, any data, or the sequence of steps taken by the end-user. Reps at the Tier 1 level should be able to identify what customers are trying to accomplish, so that the right steps can be taken at the next level if needed.
>> Channels: Call, email, live chat and messaging apps, all managed through ticketing software
Tier #0
Self-service is the first level of support customers will receive, it's called tier zero. Self-service portals are growing in popularity and can really help your teams be more efficient. millennium customers prefer to do things themselves.
>> Channels: Chatbot with automated suggestions and knowledge base page
Final Thoughts
Would you benefit from tiered support?
Tier support can boost consistency in your support teams, but you should always evaluate your customer service setup before implementing it. For a software company, there might be more resources needed for higher-tier technical support, while for a retail company, it might be enough to focus solely on Tier 1 & Tier 2.
Tier support models need the right support technology to work. Zendesk Suite (Support, Chat, Talk & Guide) will beef up your tiered support structure and keep things running smoothly. Integrated with ERP & CRM, DSM 2.0+ Omnichannel Support (powered by Zendesk) provides collaboration, automation, and a seamless ticketing experience, setting your support team up for success. Our partnership with Zendesk allows us to assist you with everything from sales to implementation support and integration. Please get in touch with us at sales@zooloo.asia.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at e-Marketplace Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
