How many times have you been using a piece of software and needed help, but weren’t sure how to get it? Unfortunately, this seems to be a common issue. Should you send an email, and if so, where? Tweet? Facebook message? Phone call? Most of the time, it doesn’t really matter to you as a customer. You want answers and you want the most efficient way to get them.
Enter the role of the “support funnel.” It may sound like an odd term, but the experience itself is deeply rooted in the history of the Internet. The role of the support funnel is to create a home for all inbound support requests. This may sound oversimplified, but it’s really not. A support funnel is a way of creating one single stream for all support requests. When customers need help, they do not want to become frustrated trying to understand how to get the support they need. It should be second nature for them to use your funnel.
Organizations that don’t use a support funnel can cause a confusing support experience that can result in customers trying different sources for help. The last thing you want is a customer to tweet, post to Facebook, send an email and call for help. The support process works best when it is streamlined. Any size company and support team can benefit. A customer doesn’t necessarily care if you have only one person on the support team or 20, they only care that they get the help they want in a reasonable amount of time.
At Bloomfire, we try and create a culture of amazing support that has proven to help reduce client churn. We specify that support should come in by email – we direct all questions and issues to email@example.com. We use that email inbox to easily track and manage incoming requests. This also ensures that no request gets overlooked when someone is out of the office.
Once a user submits a support request, it is first categorized and assigned to a support team member. At this point, the support representative communicates with the client to get more information and answer their question, provide instruction, or investigate a potential bug in the system. Cases can be tracked until the request is marked as solved. Using a ticketing system allows your team to assist each other and to track all requests from beginning to end.
The support funnel is the best way to create an amazing support experience for your customers while keeping your support team focused on the task at hand.
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