Even the greatest support agents can still be held back by technical issues on their end, which is why having a reliable, quality contact center platform is so important. So, what happens when your customer support team needs their own technical support? You need to make sure your contact center solution has a reliable support team of its own, otherwise, your team won’t be able to give customers the help they need.
To get a better understanding of the difference support for your contact center can make, we can look at the platform and support offered by providers like Landis Technologies and how they can improve a contact center’s efficiency.
The Importance of Support
Support is one of the most important customer-facing sides of a business. Whenever there’s a problem or a customer has a query, the ability to quickly engage with the customer, answer their questions, and resolve any issues makes a vital difference in customer satisfaction and retention.
As such, your support team should also have the resources and help they need to properly assist customers.
There are a few important aspects to consider when looking at your contact center solution and the support you’ll receive:
- How complex is the backend architecture?
- Does the provider offer 24/7 support?
- Is it easy to deploy, manage, and learn to use?
The way a product is built and integrated impacts how support-friendly it is. If a product has a complex backend that needs extra support, then your contact center may face delays as agents struggle to resolve their own issues.
Additionally, a contact center should be able to access customer support during all their business hours. If they can’t, the delayed responses will cause a domino effect that impacts your customers. This is why 24/7 support is important, or at least local support that matches your time zone and working hours.
Of course, training and education are also important. Your contact center agents need an intuitive platform that’s easy to learn and manage so they can hit the ground running and efficiently answer all customer queries.
The Strength of Customer Support for Contact Centers
For a good example of a contact center with powerful customer support, we can look at Landis Technologies. Landis transforms a Microsoft Teams environment into a contact center using the Extend integration model, integrating contact center tools and features directly into the Teams client.
Landis manages its support agents in-house, and has agents in both the US and EMEA regions – in fact, Landis is the only Extend integration model provider with US-based customer support. This allows them to provide local support for all their customers, no outsourcing required.
As a result, Landis customers can access support quickly during working hours, without needing to worry about time zone differences or delayed responses. This helps contact centers using Landis stay up and running with minimal delays, so their agents won’t leave customers waiting.
Additionally, Landis credits its support success to its support team’s deep understanding of their product and Microsoft Teams. Because its agents fully understand the product, how it integrates with the Teams environment, and how different features work, they can efficiently troubleshoot users and guide them through their issues.
When compared to support agents reading off scripts and instructions from help center articles, the difference is clear. A deep understanding of the product is essential for excellent customer support.
Few understand the importance of quality customer support more than customer support agents themselves. They’re the ones who need to guide customers through their issues toward a proper resolution, so when they’re in need of technical support, it’s important that they also receive excellent service.
Customer support agents rely on their contact center platform to properly support their customers. If they have a platform that’s intuitive, reliable, and backed up by an accessible and knowledgeable support team, they’ll be equipped for success.
