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It’s safe to say that with the rapid utilisation of Artifical Intelligence (AI) and other automation systems, the landscape of online customer support has shifted drastically. Yet what has remained consistent is the desire for a human aspect to the customer journey. Here at Arema Connect, we believe that innovation is key, but not at the expense of human interaction. Here are our 5 tips for scaling your customer support offerings in 2025.
1. Build Your Knowledge Base
This may seem obvious, but we cannot stress enough the importance of building a strong knowledge base, both for your customer support agents and for your customers. The beginning of a new year is the perfect time to revisit and refresh any knowledge bases you may have. The more information available to your customers, the more empowered they will be to support your business or avail of your service offerings. For more detailed information, the more that is communicated clearly and efficiently with your customer support team, the more they are likely to resolve any queries on a first-contact basis.
2. Continuously develop reply options
Much like the development of a knowledge base, it is also crucial to consistently revisit and refresh your reply options when scaling your customer support. Whether for automated responses or the scripts utilised by the customer support team, understanding what information is most sought after can not only give you insight into your operations but may in turn also inform how to update your knowledge base. You may find that your reply options read as outdated, or perhaps there is more pertinent information you could be providing. It is important not to let your content grow stale!
3. Trust your Team
If you believe in your training model and focus on recruiting suitable candidates for your brand, trust your team! Of course, this means that you must put a strong emphasis on training and recruitment first. Review your training model and procedures, perhaps even gauge with your team what was most effective and what could be improved in the training process. Again, a comprehensive knowledge base will be a strong asset here.
In many cases it can be frustrating for both the agent and the customer if the agents are not entrusted with handling transactions and taking necessary actions. If you focus on the onboarding process and can trust your team, your agents will in turn be more likely to resolve queries effectively upon first contact.
4. Omnichannel Approach
Different customers will have different expectations of your customer service offerings. That being said, it is important to be able to meet your customers where they are on their preferred channels of communication. This may mean assigning dedicated agents to specific channels, but regardless of your approach, it is important to ensure that all channels are covered so that customers have multiple options for contact.
5. Consider outsourcing your customer support
Finally, determine whether you have the capacity in-house to manage your customer support or whether it is beneficial to outsource this function. For many small and medium businesses, it may be the case that they lack the in-house resources and expertise to maintain round-the-clock, omnichannel support. As such, partnering with a contact centre like Arema Connect can give you and your customers the peace of mind that they will always have the ability to reach someone with any queries that may arise.
We understand the urge to completely automate these functions, but we can guarantee that your customers will appreciate the human touch of a more personalised customer service experience. Having a human point of contact will no doubt raise brand recognition and reputation.
As we proceed into 2025, scaling your customer support function will remain a key element to success. By continuously adapting your customer support solutions and keeping human interactions at the forefront, you can offer your customers an unsurpassed experience. If you would like to find out more on how we can evolve your existing support model, contact us today (info@aremaconnect.com).
