Learn About Starter Suite for Service
Learning Objectives
After completing this unit, you’ll be able to:
- Describe basic customer service terms.
- Identify customer channels and understand why they’re important.
Why Customer Service Matters
Your customers need your help. Complaints, problems, comments, and questions are normal. But, when your customers have issues with your product or service, your company risks losing customers or damaging your brand. The best way to prevent that from happening is to track your customers’ issues and resolve them quickly. According to the State of Service, 88% of customers say good customer service makes them more likely to purchase again.
Starter Suite can help you take customer service to the next level. It’s an easy-to-use customer service tool designed specifically for small businesses. Starter Suite for Service offers the features you need to provide prompt, quality service to your customers. It let’s your small business take advantage of the same basic service tools that all those enterprise-level giants rely on.
Quick and efficient resolution helps retain customers and also enhances their trust in your brand. And that’s where cases come in. Cases are used to track customer issues and provide a 360-degree view of the customer. A case stores all relevant information about a customer—like their account details, contact information, and history. This allows anyone on your team to quickly access the necessary details and assist the customer effectively.
As the number of your customers’ questions increases, you need a simple way to manage them all. Case management is routing cases through your custom processes with as little work as possible while wowing your customers with superior service. In the next unit, you explore some ways Starter Suite for Service helps you manage cases. But for now, think about about how you communicate with your customers.
Why Small Businesses Should Care
Customer expectations are rising. They want faster, more personalized service and expect companies to adapt. When you meet these expectations, customers are more likely to return and make repeat purchases. Quality interactions are a great way to make your company look and feel bigger to your customers.
But small businesses face many hurdles to providing the kind of service that customers take for granted these days. In fact, 38% of SMB service professionals say they often struggle to resolve customer inquiries promptly. Just staying on top of a growing pile of customer issues can be problematic for your time-starved team members. Not to mention keeping track of relevant information for every customer, so you avoid looking like you don’t know who your customers are or what they want. (Pro tip: That’s not good customer service.)
As a small business, you need to know your customers, understand what they want, provide a great experience, and follow it all up with outstanding service. But you have to do it all with fewer resources and team members than your larger competitors.
Many Issues, Many Channels
Your small businesses also now has to provide multichannel support for customer issues. Back in the day every customer was routed through a 1-800 hotline that had some groovy hold music. But now the world is full of options for dissatisfied customers to speak their minds. Your small business can receive customer inquiries through many customer service channels, including voice, AI agents, self-service, and more.
You learn more about channels in the next unit.
Decoding the Terminology
Before you go any further, take a moment to review a few important customer service terms.
Term |
Definition |
|---|---|
Channels |
Ways that customers reach out to you to get help. This can include email, phone, online chat, and social media. |
Cases |
Incoming customer feedback or support issues that need to be addressed. |
List Views |
The place where you can see filtered lists of service cases and customer details. |
History |
An account of everything that has taken place with a customer service case. |
Notes |
Relevant information about a customer service case. |
Macros |
A tool that helps your team set up common responses so they don’t have to reinvent the service wheel for every customer issue. |
How Can Starter Suite for Service Help?
Starter Suite is an easy-to-use customer service option designed specifically for small businesses. It provides just the features that your smaller businesses needs without the bells and whistles you don’t. So now your smaller businesses can take advantage of the same basic service tools that all those enterprise-level giants rely on. Learn more in the next unit.