6 Reasons Every Company Needs a Customer Service Roadmap

6 Reasons Every Company Needs a Customer Service Roadmap In today’s hyper connected world, your product is only as good as the service you back it with. It’s easy for small companies to think of customer service as just a checkbox item, but to be competitive and offer a seamless experience as you grow, you need to look ahead.

Planning how to evolve your customer service in advance is becoming as critical to your business as setting your product roadmap. Here are six reasons you need to build a service roadmap so you can be sure to offer amazing service, no matter how fast you grow.

1. You plan to support multiple channels.

Most small businesses start out by supporting customers exclusively with email, and maybe Twitter, but as their company and customer base grows, they may need to add real-time support via phone or live chat to keep up with requests.

2. You may tier your support team as you grow.

Small businesses typically start out with one or two customer-service agents that answer all inquiries, but as you grow you need to segment that out. This is especially important for complex products and technology.

3. Your business will expand geographically.

If you start to support customers in different time zones, you may need to expand the hours that you offer support or look to hire local support agents in those regions. You may need to rethink how you route cases to let agents just starting their days easily pick up cases from agents that are ending theirs.

4. You may outsource some of your service.

It’s typical for growing companies to outsource some of their support operations (usually the tier one front lines) to a third party, especially if they expand across the globe or start offering servicelevel agreements that require a rapid response.

5. You need to integrate with other business systems.

When you put a customer-service solution in place, you need to consider what the most important systems powering your business are, and if and how you will need to integrate with them. There are typically two ways to integrate systems.

The first is via data, so that you can visualize one system within another, for example making it easy for you agents to view shipping data in your support solution so that they can quickly and accurately respond to delivery questions.

The second kind of integration is when an action in one system triggers an action in another. For example, if an agent identifies a bug in a product it can be automatically logged in Jira so that it can be fixed quickly and everyone stays in sync.

6. You’re hoping to grow really fast.

Sure, you’d like to be the next Left or Fit Bit, but growing fast can be a downer if you’re caught off guard. I’ve already mentioned some of the things that you need to plan for, such as global expansion and what systems you need to integrate with, but you should also think about whether you will be supporting multiple brands and products over time and whether your customer support solution can scale as you grow.

If you would like to know how you can improve your Customer Relationship Management strategy, processes and software and are interested in working with consultants that are local, guaranteed and deliver solutions that are simplified, you should get in contact now to book an obligation-free appointment at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.