Tiered support is becoming a standard system. With standardization, there's less ambiguity for customers and support teams. With a tiered support model, you'll be able to maximize your support team’s skill set while providing personalized service to customers no matter how simple or complex the issue is. By eliminating guesswork, your team can boost productivity and guarantee quality. When your agents know what to expect, there's little room for error. It's easy to get customers in touch with the right agent when you implement tiered support. Here's part 2 of our blog on how you can implement tiered support.
Step #1: Deploy a Tool
With the right tool, you can automatically route customer issues to the right people. With software that supports your process, your customers won't have to endure a series of cold transfers between different levels of agents, and your support teams will be more engaged in finding a solution. The software will enable collaboration so agents from tier two and tier three won't have to switch back and forth between different teams to resolve an issue.
Step #2: Enable Collaboration
Collaborating across tiers of support allows agents to learn from other tiers' resolution processes and get better at handling different types of problems. Tier 1 support can learn how to deal with complex issues from Tier 3, and Tier 3 can spot revenue opportunities by identifying customer needs from Tier 1’s note. Support teams can go over customer issues in other support tiers periodically and suggest alternatives or process improvements.
Step #3: Establish Protocols
If you look at how long it takes to fix different kinds of customer issues, you can categorize your customer support team — the longer it takes, the more experienced the rep needs to be. Set up protocol for each type of issue instead of letting reps decide when to transfer to the next tier. A tier-one agent should be able to resolve issues in less than 15 minutes, or the ticket should be escalated. Streamline your support tiers by passing and escalating tickets automatically so your customers can get help easily.
Final Thoughts
Continuity is key to growth
Once you've set up a format, think of ways to help your team keep creating positive customer experiences. Build growth opportunities for your team, and incentivize them to move up. Continuing education, mentorships, and informal training help support reps grow.
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.
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Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
