AnswerIQ Blog

Is Your Customer Support System Ready for the Holiday Season?

For some, the holidays mean eggnog and light displays, but for others it means customer support delays.

Despite the best efforts of customer support managers, the end of the year continues to be one of the most stressful, unproductive quarters for customer support agents. Marked by long queue times, low CSAT scores and frustrated agents and customers alike, customer support as a whole is in desperate need of a better way to account for holiday surges.

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Topics: Customer Support, Customer Service

My Business Is Growing But My Customer Support Can’t Keep Up!

So your business is growing? Great! But, your customer support system remains the same? Well that means, like many newly prosperous businesses, your organization is on a collision course toward low CSAT scores.

The fact of the matter is many businesses are simply not equipped to handle increased ticket volume or newly complex inquiries. As organizations grow, CSAT scores suffer greatly which ultimately hurts the prosperity businesses. Why is customer satisfaction in such disarray as businesses grow? It’s simple: businesses are employing outdated CXM technology.

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Topics: Customer Service, Growth

You’re paying too much for customer support tickets — here’s why

Chances are you’re overpaying for your customer support system, and it’s not even your fault. It turns out that the most popular customer support channels also happen to be the most expensive. The status quo is expensive, so many customer support directors are not even aware that they are paying too much per ticket. You have to ask yourself: are you capturing resolution efficiency by exploring emerging technology, or defaulting to legacy channels and losing money?

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Topics: Customer Support, Cost

The 6 Components of an Effective Ticket Management System

Perhaps your current ticket management system can no longer stand up to the number of tickets your agents receive on a daily basis. Maybe you are currently exploring the option of implementing a better ticket triaging system using machine learning in place of hiring more agents.

No matter what your motivation, shopping for support software is a big decision. You want to make your customers happy with quality service, real-time support, and easy-to-use productivity tools for your agents; a system that provides an opportunity to grow your business and take on new challenges.

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Topics: Machine Learning, Customer Success, Customer Support

How can I reduce turnover of my customer service representatives?

You will, in all likelihood, lose most of the representatives that make up your customer support team in the next three years. In fact, that might even be an overestimation — industry trends show that representatives usually quit within a year.

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Topics: Machine Learning, Customer Support