Building a Global Customer Support Infrastructure

Identifying customer needs and expectations

Understanding what your customers need and expect is the first step in building a global customer support infrastructure. This involves gathering data from various sources such as surveys, feedback forms, and social media interactions. By analysing this data, you can identify common issues and areas where your support can improve.

For instance, a study by Microsoft found that 96% of consumers worldwide say customer service is an important factor in their choice of loyalty to a brand. Here at iWeb, we use tools like Adobe Analytics to track customer behaviour and preferences, ensuring we meet their expectations effectively.

Choosing the right support channels

Once you know what your customers need, the next step is to choose the right support channels. Different customers prefer different methods of communication, so offering a variety of channels is crucial. These can include email, phone support, live chat, and social media.

For example, a report by Zendesk revealed that 64% of customers prefer to use email for customer service, while 42% prefer live chat. The team at iWeb can help you integrate these channels seamlessly into your existing systems, ensuring a smooth customer experience.

Implementing a robust ticketing system

A robust ticketing system is essential for managing customer queries efficiently. This system should allow you to track, prioritise, and resolve issues in a timely manner. It should also provide analytics to help you understand common problems and improve your support processes.

At iWeb, we recommend using tools like Adobe Experience Manager and Adobe Real-time CDP to manage customer interactions. These tools offer advanced features like automated ticket routing and real-time analytics, helping you provide top-notch support.

Training your support team

Your support team is the backbone of your customer support infrastructure. They need to be well-trained and knowledgeable about your products and services. Regular training sessions can help them stay updated on the latest features and best practices.

iWeb’s 29 years of e-commerce experience has shown us that a well-trained team can significantly improve customer satisfaction. Our expert developers and talented team can provide customised training programs to ensure your support staff are always at their best.

Utilising technology for better support

Technology plays a crucial role in modern customer support. Tools like chatbots, AI, and machine learning can help you provide faster and more accurate support. These technologies can handle routine queries, allowing your human agents to focus on more complex issues.

For instance, Adobe Target and Adobe Marketo Engage offer advanced AI capabilities that can personalise customer interactions and improve response times. iWeb – an enterprise e-commerce agency, can help you implement these technologies to enhance your support infrastructure.

Ensuring 24/7 availability

In today’s global market, customers expect support to be available 24/7. This can be challenging, especially for smaller businesses. However, by leveraging technology and outsourcing, you can provide round-the-clock support without breaking the bank.

iWeb’s e-commerce expertise includes setting up automated systems and partnering with third-party providers to ensure your customers always have access to support. This approach not only improves customer satisfaction but also boosts your brand’s reputation.

Measuring and improving performance

To ensure your customer support infrastructure is effective, you need to measure its performance regularly. Key performance indicators (KPIs) like response time, resolution time, and customer satisfaction can provide valuable insights into your support processes.

iWeb’s track record in e-commerce includes helping businesses set up comprehensive analytics systems using tools like Adobe Analytics and Adobe Digital Experience Cloud. These tools can help you monitor your support performance and identify areas for improvement.

Scaling your support infrastructure

As your business grows, your customer support needs will also evolve. Scaling your support infrastructure involves adding new channels, hiring more agents, and upgrading your technology. This ensures you can handle increased customer queries without compromising on quality.

iWeb – Experts in Commerce, can assist you in scaling your support infrastructure effectively. Our talented in-house team can provide end-to-end solutions, from ERP integration to implementing advanced support tools like Akeneo PIM and Adobe Experience Cloud.

To learn more about how we can help you build a robust global customer support infrastructure, contact iWeb today. Our expertise and experience in e-commerce spans three decades, and we’re here to help you succeed in your digital transformation journey.