Think about the size and scale of your business
Posted: Thu Jan 23, 2025 3:22 am
To wrap up, here are some points to consider before investing in customer service software.
This applies to both the number of customer queries you cyprus b2b leads handle and their level of complexity. Some SaaS companies might be able to use automation to route people to a knowledge base. On the flip side, a service-based business might primarily one-on-one calls with customers.
Either way, brainstorm the features of any given software that can support those requests.
Reflect on the types of customers you work with
Not all customers are equal when it comes to the support they need. Likewise, different industries have totally different expectations when it comes to customer care. Ask yourself:
Do your customers primarily communicate with your business via email or social media? What about your website? This highlights why providing an omnichannel customer experience ensures you have your bases covered.
Do your service calls involve sensitive information (think: medical, financial)? If so, such customers will probably want (or need to) speak to a person in real time versus a chatbot. The same applies to urgent concerns that can’t wait.
Do customers typically need special attention on a case-by-case basis? Or can their needs be largely served by a knowledge base?
Acknowledge your product’s (or service’s) complexity
Piggybacking on the point above, consider that not all service concerns can default to AI. While automation can help customers pick out plans or understand product features, human oversight and interventions from actual reps are crucial. Especially if your product is complex or requires specific, personalized instructions or steps.
This applies to both the number of customer queries you cyprus b2b leads handle and their level of complexity. Some SaaS companies might be able to use automation to route people to a knowledge base. On the flip side, a service-based business might primarily one-on-one calls with customers.
Either way, brainstorm the features of any given software that can support those requests.
Reflect on the types of customers you work with
Not all customers are equal when it comes to the support they need. Likewise, different industries have totally different expectations when it comes to customer care. Ask yourself:
Do your customers primarily communicate with your business via email or social media? What about your website? This highlights why providing an omnichannel customer experience ensures you have your bases covered.
Do your service calls involve sensitive information (think: medical, financial)? If so, such customers will probably want (or need to) speak to a person in real time versus a chatbot. The same applies to urgent concerns that can’t wait.
Do customers typically need special attention on a case-by-case basis? Or can their needs be largely served by a knowledge base?
Acknowledge your product’s (or service’s) complexity
Piggybacking on the point above, consider that not all service concerns can default to AI. While automation can help customers pick out plans or understand product features, human oversight and interventions from actual reps are crucial. Especially if your product is complex or requires specific, personalized instructions or steps.