Elevate Your Support Game: The 4 Reasons You Should Have Product Expert Teams



Do you want to make a real difference to the efficiency of your support

department and the solutions provided to your customers?

We’ve got two words for you: Product Experts.


When 93% of customers are likely to make repeat purchases with companies who offer excellent customer service, providing that high-level service is clearly something that’s consistently on your mind. But what are you actually doing about it?



What’s a Product Expert?


In essence, this is a support agent who’s specialized in one specific field or product.


Do you have multiple products or services?

When your companies' products are ever-changing, it’s really hard to keep on top of everything. For one agent to have an in-detail grasp of all topics? Seems unlikely.


In most cases, when there’s a more complicated question, it’s going to be one of two scenarios:


The agent needs to find the answer by asking around and searching for the information.

OR

He’s going to give a low-quality answer.


That has a bigger impact, a vicious cycle of unsatisfied customers that don’t get the resolutions they need, on time.


Here are the top reasons your support teams will benefit from becoming product experts:

  1. Retain your customers by providing high-level support

  2. Keep agents motivated by letting them do more than just answering tickets

  3. Become a company asset by providing valued feedback

  4. No longer waste budget on complicated and time-wasting workflows



Let’s break it down:


1. Retain your customers by providing high-level support


You want to give high-level support that’s giving your customers real value and makes them think “yes this company actually cares about me.” The fact is, retention is far cheaper than acquiring new customers.


According to a report done by Gartner, a 5% increase in customer retention can increase business profits from 25% to 125%. Support, as the main point of contact for customers, has a big hand in retention.


This means providing high-level support at all times, in order to develop brand loyalty.

A negative service experience can easily lose you, customers.


And worse, the average American tells 15 people when they’ve had a poor customer service experience, immediately influencing others who haven’t even given you a chance yet.