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Study about customer support issues

HelparoHelparo subscriber Posts: 13
edited November 2016 in Customer Service and Customer Experience
Customer support represents a great tool that helps software businesses understand the experiences their clients have with their products and services. It gives them insights on their products and ideas on how to improve what they offer.

However, customer support comes with its issues. The inability to respond to all clients or answering too late to people's questions are just two examples of the problems that software businesses have to deal with.

So what do you do when you face such a situation? You give your best to overcome it and you learn from it. The experience you gain is a precious lesson which you will use in the future. Also, you can learn from other others' experiences. Software companies are open about how they manage customer support issues. They can be a great 'teacher'.

You can share your business experience with customer support issues by completing this survey: https://goo.gl/forms/sBpvnikqPhFk2zyR2. Your answer will not only help other software businesses, but it will also bring your company free publicity and a backlink to your website.

Your response will be published in a blog post on Helparo.com, along with the responses from other software companies.
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    anushkachhakrabartianushkachhakrabarti subscriber Posts: 219 Silver Level Member
    When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.”
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    rockyjimrockyjim subscriber Posts: 1 Member
    edited June 2017
    Customer support is the backbone of any business. Without a good customer support system <a href="http://collegeinfo.org">collegeinfo</a>, a business cannot flourish. Thanks for sharing the information!
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    Matt_ShieldsMatt_Shields subscriber Posts: 32 Bronze Level Member
    Honestly, I think that the future of customer service is AI (Artificial Intelligence) in the form of chatbots. Of course, nothing beats human interaction since people convey empathy than bots.

    But, let's take a pause and look at these facts:
    • 30% of early adopters say they’ve achieved revenue increases
    • These early adopters are 3.5x more likely to gain market share & grow profit margin
    There are also areas where customer service bots excel in solving pain points and you can read them HERE. It is quite interesting that these early adopters are more likely to step away from the conventional call center setup though since bots are able to handle requests more efficiently.

    The only major blocker for this initiative to grow is the end customers' mindset, like how open they are to the idea of bots handling their queries. I guess, if it saves them from the long wait in the queue, they might be willing to give it a shot and stay hooked.
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