A business plan on its own can look and sound good, but it needs people to activate it. People, including an experienced customer support team, must accomplish all the goals and objectives found within it. Otherwise, it’s just a document or a file on a computer.
When you run a business, it doesn’t take long before you understand that the best marketing will come from your customers. Customers can make or break a company faster than any PR stunt you could ever do. They are the driving force behind bringing in other customers.
Here are five benefits to providing your team with solid customer support software, and your potential and current customers with a solid team.
Support Creates Instant Messaging Channel with Customers
Customer support software and the people that run it provide opportunities where customers can provide input about the branding, products, pricing and overall ease-of-use. Here, customers can tell customer service or tech support agents about their experience that the business could include to significantly improve their business. Providing live chat, and allowing those on social media and other channels to share messages is a good way to leverage the availability of this support.
Support Speeds Results
The more team members and departments you have involved, the faster the work within the business plan can be accomplished. However, there must be specific delegation as to who is responsible for what task, the deadline, and the project work involved. The key here is communication. Apps like Slack make sure each person or department is handling their part of the business plan – including the customer support staff.
Support Provides Insights
While the directors and officers develop the business plan, it’s really the insights provided by various parts of the organization, including sales, IT, customer service and even manufacturing, that make the plan work. Using collaboration tools associated with customer support can help facilitate how these insights are shared.
Support Gives New Perspectives
Sometimes it takes someone outside of the business – like customers – to find a truly unique idea or see an issue differently. Having an internal messaging system and regularly scheduled meetings can be quick ways to get these ideas offered by current or potential customers shared across the company.
Support Adds Efficiency
Customer Support activities are key to running an efficient business plan. When support staff has a clear understanding of where they can assist, they can add efficiency to the process through productivity and focus that may not happen without their participation. This efficiency can maximize achievement across all areas of the business.
Providing your team with an effective customer support software can be the difference between having a solid business plan and running a solid business. The ability to motivate, inspire, innovate and produce successful results often depends on the level of support you are willing to provide to your online visitors and paying customers.
Thanks Forbes.com for contributing to this article.