Get Your Customer Service Organized for Maximum Productivity in 2017

This article provides a step-by-step guide to organize and streamline your customer service for maximum productivity in the new year.

By following these steps, you can ensure a smoother, more efficient customer support experience in 2017.

Freshen Up Your Knowledge Base

A well-maintained knowledge base is a crucial tool for providing efficient customer service. It reduces incoming emails and empowers customers to find solutions independently.

• Update your knowledge base with any new features or updates introduced in the past year.
• Remove outdated articles related to discontinued features.
• Ensure your knowledge base articles are accurate, complete, and easily accessible to users.

Update Your Common Replies

Common replies can significantly save time for customer support teams. However, it's essential to keep these replies updated and relevant.

• Review your common replies and update any outdated or inaccurate information.
• Add new replies for frequently encountered inquiries.
• Ensure your common replies are clear, concise, and helpful.

Check Your Ticketing Trends

Analyzing ticketing trends helps identify recurring customer issues and allows you to address them proactively.

• Use labels or tags in your help desk to track incoming tickets and categorize issues.
• Identify issues that are frequently repeated and determine if they require updates in your knowledge base or common replies.

Look at Your Customer Service Metrics and Goals

Tracking customer service metrics is vital, but it's equally important to act on those insights.

• Review your customer service metrics from the past year.
• Identify any areas where improvements are needed, such as average reply time or customer satisfaction scores.
• Set goals for customer service improvement in the new year and develop strategies to achieve them.

Test Your Partner Integration Guides

Ensure your integration guides are up-to-date, especially for partners who frequently update their products.

• Test your integration guides to ensure they reflect the latest changes in partner products.
• Update the guides with any necessary information or screenshots.
• Maintain a list of your partner integration guides and their respective product update blogs.

Track and Respond to Online Mentions

Excellent customer service extends beyond responding to support tickets. It involves engaging with customers across various online channels, including social media.

• Monitor your social media accounts for customer inquiries or feedback.
• Utilize tools like Open Link Profiler to identify online mentions of your brand.
• Respond to customer inquiries promptly and address any concerns.
• Engage with customers online to build positive relationships and foster brand loyalty.

Start The New Year Off Right

Organizing your customer service in this way can significantly improve efficiency and productivity in the new year. By implementing these steps, you can create a more seamless and responsive support experience for your customers.