{"id":106,"date":"2016-10-28T02:26:11","date_gmt":"2016-10-28T09:26:11","guid":{"rendered":"https:\/\/hengreamaze.wordpress.com\/2016\/10\/28\/helping-customers-faster-with-less\/"},"modified":"2023-08-31T05:18:47","modified_gmt":"2023-08-31T12:18:47","slug":"helping-customers-faster-with-less","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/helping-customers-faster-with-less\/","title":{"rendered":"Helping customers faster with less."},"content":{"rendered":"

Customer service tips for startups and small teams.<\/p>\n

\"\"<\/figure>\n

There\u2019s no better way to work than at a startup that understands the beauty and importance of staying small. Our customers often ask about how we\u2019re able to offer such spectacular customer service given our customer experience team is still under 5 people. Here are some tips and tricks from our own team to help you work faster with less:<\/p>\n

<\/h3>\n

Open Notifications<\/strong><\/h3>\n

Like a good choir, getting everyone on your team on key is the foundation of a good performance. Use a range of synchronized notifications to get everyone synced up. This applies to individuals of a specific team as well as across different teams. We dog-food our own support platform on a daily basis a use an option called \u201cVerbose Notifications\u2019. That means we\u2019re each notified of every incoming and outgoing piece of message from and to customers.<\/p>\n

A myriad of notifications are built into every app and should be plugged into integral parts of your workflow. We also rely on email notifications as well when we\u2019re not in the office. This helps us stay up to date with what others are doing. If you don\u2019t currently use Reamaze, other customer service platforms\u2019 notifications system is equally great and should be maximized in your workflows.<\/p>\n

<\/h3>\n

Bookmarks and Folders<\/strong><\/h3>\n

When you\u2019re working fast, you can\u2019t afford to waste time looking up things. Train yourself and your team on creating good bookmarks and folders to track important pieces of content. Everyone works differently so it\u2019s perfectly normal for each individual to have a different bookmarking process. That said, it can be extremely beneficial to invest in a tool like Dropmark so bookmarks and important pieces of content can be shared and accessed. We recommend getting together as a team and coming up with a categorization structure that makes sense for your customer service context.<\/p>\n

<\/h3>\n

A Solid Internal Knowledge Base<\/strong><\/h3>\n

We\u2019re big supporters of customers helping themselves. We\u2019re even bigger supporters of staff members helping themselves. This can take huge pressures off of rigorous training and hand-holding regiments. The caveat here is that the articles need to be well-crafted and maintained.<\/p>\n

<\/h3>\n

No Templates<\/strong><\/h3>\n

Every customer service team relies on macros and response templates to get through their workload faster and more efficiently. We\u2019re not against response templates whatsoever but try to limit them to only things like \u201cYou\u2019ve reached us by mistake\u201d. Experimenting with response templates is a debate we have among our team every other month. Over the past few years, we\u2019ve come to the realization that full-blown response template slow us down in the long run. It diminishes our ability to tailor each reply to each customer because no two replies are the same. Each time a full reply is copied and pasted, more time has to be taken to re-read, re-edit, and re-tune.<\/p>\n

Instead of using response templates, encourage your team to stock up on a list of short blurbs. Blurbs are universally applicable and much faster than editing a long template. Response templates should be avoided during training sessions as it builds up laziness and deficiencies in paying attention to detail at an early stage.<\/p>\n

<\/h3>\n

Group Communications<\/strong><\/h3>\n

We can\u2019t stress this enough: integrate your support platform with your team communications app! Do it now! We use both Slack<\/a> and HipChat<\/a> to discuss incoming customer requests on-the-fly and in real time. We also use ScreenHero for helping each other diagnose customer issues. When support agents need to go through closed processes to get their questions answered, responses back to the customer will slow as well. Traditional support teams are too silo-ed and result in silo-ed communications. Open up your processes to help clear out internal questions and concerns.<\/p>\n

\"\"<\/figure>\n

<\/h3>\n

Unbuckled Hours<\/strong><\/h3>\n

Time fragmentation is a legitimate strategy for smaller and more nimble customer service teams likes ours. 9\u20135 is unscalable for a support team like ours. Therefore, we\u2019ve given each teammate the flexibility to work whenever and wherever they want. Unbuckled hours allow the customer experience team to design their own natural structure: everyone working separately and in sync yields better long-term results than everyone working together and having to abide by the 9\u20135 hours.<\/p>\n

<\/h3>\n

Group Lunch Outings<\/strong><\/h3>\n

Every startup with a bit of money seems to be offering catered lunches nowadays. We think it\u2019s lame, honestly. Most people see it as a luxury until they realize they\u2019d still prefer to head out for a brief walk and just not talk about work for a while. Going out<\/em><\/strong> for lunch can be great for depressurizing and boosting overall productivity.<\/p>\n

Other upsides? Paying for a group lunch even two to three times a week will save you tons of money as a business. It\u2019s what we do here and our teams are much happier. The process of selecting a place to eat is engaging as well since we\u2019ve designed processes and games around it.<\/p>\n

\n

Interested in what else we have to say? Make sure to recommend this article and follow us for more stories about startup life, customer service, and tips on treating customers right.<\/em><\/p>\n

You can also find our multi-brand, multi-channel customer service platform at https:\/\/www.reamaze.com<\/a>. Follow @reamaze.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Customer service tips for startups and small teams. There\u2019s no better way to work than at a startup that understands the beauty and importance of staying small. Our customers often ask about how we\u2019re able to offer such spectacular customer service given our customer experience team is still under 5 people. Here are some tips … Continue reading “Helping customers faster with less.”<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":5658,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[32],"tags":[38,49,44,51,36],"class_list":["post-106","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service-best-practices","tag-customer-service","tag-growth","tag-marketing","tag-small-business","tag-startup"],"yoast_head":"\nHelping customers faster with less. - Re:amaze Blog<\/title>\n<meta name=\"description\" content=\"Mastering Customer Service for Startups: Efficient Tips from Reamaze. Sync Notifications, Bookmarks, Knowledge Base, No Overused Templates, Integrated Comms, Flexible Hours & Team Bonding. 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