Contact Us: 1-800-634-1990

|

Totango Blog

Stay in the latest updates.

Get the latest tips and advice delivered straight to your inbox.

Your users want to like you so give them a reason to love you

Customer experience is such a subjective thing; one bad experience could easily trump all the previous good experiences that you may have had with a brand. I consider this especially true when it comes to dealing with customer support reps. During the last week (and busiest week) of our calendar year, I experienced two IT nightmares from hell at our little shire (office), from our internet suddenly giving us the red light of death in the middle of our super busy day to our printer developing a mind and attitude of its own and refusing to print more logos to add to our customer wall!

It wasn’t my first time calling the support line for either vendor and they had our account info – so they could have easily seen all of our previous interactions. What shocked me the most was that each time I was transferred to the next level up (and after repeating procedures I had already done on my own trying to troubleshoot – which drove me insane), the new rep would ask me for my account info again and then…wait for it….what the issue was. It gave me the feeling that the departments are all out of sync. I was getting more and more frustrated with each transfer — all I wanted was for the internet and printer to work and an explanation why they failed!

Dear Customer Service Reps: User data is your friend. Contact logs are your friend. Take a moment to acquaint yourself with the situation and understand if the user is calling regarding a recurring issue or something new.

Although sometimes customer service (or however your company names it) is considered a “firefighting” role, there are many ways to handle these situations. Understand the why the customer is calling in and what their history is. Sometimes it’s totally okay to go off-script, I know you’re not a robot, so I appreciate it when you don’t act one.

That’s why I’m thrilled that Totango is part of Business-Software.com’s Top 5 list of must try sales software for sales reps in the new year!

“With Totango, it’s all about improving the customer experience, and in an era when the customer has more power than ever before, nothing is more important than making them happy.”

Online businesses that are “reaching out” to customers/users without clearly understanding what stage they’re currently at, can (and will) leave less than satisfactory impressions. So sales reps, customer service reps, marketing reps…and any other customer-facing reps, it’s time to kick your online services into overdrive by truly understanding usage and engagement.

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

  • Hi Ellis

    This type of experience is very frustrating, and far too common.

    When I ran a support department the single most successful change we made was to introduce post-call surveys. They are sometimes a cause of frustration to customers too, but providing they’re very short, and providing action is taken on the feedback, they help the support team to be ‘self-correcting’. We found that this improved customer satisfaction, it improved motivation amongst the team, and the increase in first-time resolution meant less work, faster responses and lower costs.

    Some people worry about introducing a customer feedback system – but if done well it really does deliver business benefits and customer benefits if done. I’ve written a post on the most common results: http://blog.customersure.com/2012/11/13/4-surprises-when-you-implement-a-customer-feedback-system/

    Like Totango, this approach can be a great boost to retention and personal recommendations – but it does rely on there being a culture that wants to improve the business performance. Without that I fear your recent unfortunate experience will not be the last.

    • Thanks for your comment Guy! Interestingly enough, the post-call survey is something that I have experienced recently and it was with a hospital where they followed up after each vaccination shot. It was nice the first 2 or 3 times, but I found it tiring around the 5th time.

      But ultimately, even though it was just part of the process, it did feel nice they had a real person call in versus those automated recordings.

  • Guy Letts

    Hi Ellis

    This type of experience is very frustrating, and far too common.

    When I ran a support department the single most successful change we made was to introduce post-call surveys. They are sometimes a cause of frustration to customers too, but providing they’re very short, and providing action is taken on the feedback, they help the support team to be ‘self-correcting’. We found that this improved customer satisfaction, it improved motivation amongst the team, and the increase in first-time resolution meant less work, faster responses and lower costs.

    Some people worry about introducing a customer feedback system – but if done well it really does deliver business benefits and customer benefits if done. I’ve written a post on the most common results: http://blog.customersure.com/2012/11/13/4-surprises-when-you-implement-a-customer-feedback-system/

    Like Totango, this approach can be a great boost to retention and personal recommendations – but it does rely on there being a culture that wants to improve the business performance. Without that I fear your recent unfortunate experience will not be the last.

    • Thanks for your comment Guy! Interestingly enough, the post-call survey is something that I have experienced recently and it was with a hospital where they followed up after each vaccination shot. It was nice the first 2 or 3 times, but I found it tiring around the 5th time.

      But ultimately, even though it was just part of the process, it did feel nice they had a real person call in versus those automated recordings.

  • joy

    Good work. This template of blogger design by you for better
    SEO is really awesome and gorgeous. I have set this template for my blogger
    page. It is true that for batter SEO the page layout must be unique and
    stunning as visitor want to visit again and again. SEO Colibri Tool is
    analyzing, revealing and outranking your Business Competitors by tracking their
    SEO activities. It also monitor the ranking of your keywords. They have some
    new features. You may take a look here ColibriTool

  • joy

    Good work. This template of blogger design by you for better
    SEO is really awesome and gorgeous. I have set this template for my blogger
    page. It is true that for batter SEO the page layout must be unique and
    stunning as visitor want to visit again and again. SEO Colibri Tool is
    analyzing, revealing and outranking your Business Competitors by tracking their
    SEO activities. It also monitor the ranking of your keywords. They have some
    new features. You may take a look here ColibriTool

You might also like