Sales in tech support or help desk are another facet of the forces of darkness in your support. We know that in the support services of many companies, including telecom operators, a support person is obliged to offer additional services and he has a sales plan that directly affects the amount of bonuses. And this is terrible, because takes time, gives the impression of being caught up and constantly striving to make money on the client. As a result, the assessment of the operator's work is reduced and loyalty drops significantly. Damn it, I'm nervous, my mobile Internet does not connect with a paid package, after 10 minutes my presentation at the conference, and to me “We have good news for you: you can connect a 5 GB Internet package for only 150 rubles. Would you like to connect right now? " Yes, e-my, solve my problem right now, and let the salespeople call a separate call.
There is only one advice here: say “no” to sales in the help desk if you are concerned with operational assistance: communication, gadgets, support for B2B solutions (hosting, CMS, CRM, etc.). And try to weave sales organically if you are a non-responsive service. For example, when contacting a perfume store to clarify the availability of a product or opening hours, it is quite permissible to tell about a new product of the same brand or add: “We work from 10 to 22, come, you will have discounts of up to 70% and 2 for the price of 1 for the entire care”.
IVR: friend or foe?
The next block of problems includes a powerful weapon that can become a highly efficient customer management machine, or it can kill all the intentions of your service. We are talking about IVR (and along with its descendants - chatbots). IVR is an excellent tool for reducing the workload on the help desk: you can "engage the client" before the operator answers and take him directly to the right specialist. Again, IVR should be a router, not a sales tool in the areas listed above. IVR saves time for both the client and the operator by identifying the problem and assessing the priority of the call.
By the way, the offer to call back if the client does not want to listen to the voice menu or communicate with the bot seems to be excellent. "If you do not have time to wait for the operator's answer, hang up and we will call you back within 5 minutes."
Ignorance of the product
There is such an anecdote: "The store director says to the sellers: - Sorry, but it seems to me that the phrase" all sorts of crap "does not fully reflect our entire range." And it is quite suitable for describing the work of a support service, whose employees can hold dozens of cheat sheets in front of their eyes, but at the same time do not know the product or service of the company at all, let alone compare the product and customer expectations from it. Experience shows that there is no client more disappointed than someone who knows more about your company's product or service than a person who is trying to help at the other end of a chat, call, or mail.
The advice is as simple as possible: any support person should be familiar with all the functions of a company's products or services, as well as the best combinations of products and services for each type of customer. Only in this way you will not just answer the client's question, but answer in his system of values, understanding how and why he uses this product. This is an ideal and hardly feasible option, since in this case experts should work in technical support, but striving for it can improve the level of service quality. And as they say, a satisfied client gradually turns into our agent and begins to attract new clients. Therefore, the competent work of technical support is a struggle for loyalty, which indirectly affects the increase in sales, even without selling anything it analyst jobs.
How it works
Here it is worth mentioning inattention, which can create the impression of ignorance of the product. Inattention is a special category of technical support errors. It can be caused by both a lack of knowledge and fatigue, because work in the support service is almost always an intense workload, sometimes with a not most physiologically acceptable schedule. Therefore, it is not uncommon for a support person to confuse the name, the product, and the question itself on the phone. The situation is aggravated by the fact that the employee notices an error, but still does not clarify the question or answer the wrong one. Of course, this will certainly lead to problems with the client, because he will remain dissatisfied with the work.
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