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Customer escalations are a big problem in the B2B SaaS industry. In this blog, we look at how CSMs can avoid this predicament using a step-by-step guide.
Few things are more heartbreaking to a Customer Success Manager (CSM) than an inbox full of grievances. Being buried under a mountain of perplexed, worried, or worse, enraged clients may rapidly become too much for anyone. If this was merely a matter of convenience, the issue might be quickly resolved by giving yourself a pep talk to “get through it.” However, the truth is far more nuanced.
When a high number of customer complaints go unchecked, it can significantly negatively affect your company’s brand image. To avoid customer escalations or prevent customer escalations, customer success managers must ensure that there are no long response times, poor management of customer problems, or a highly agitated crew that finds it difficult to work effectively.
Using a combination of better communication strategies, carefully crafted content, and analytical thinking, a CSM attempting to handle escalations can significantly boost the department’s efficiency.
Here are some ways for customer success managers to prevent customer escalations.
As a customer success manager, you first need to find the product or function that isn’t working and see if the configuration or setup needs anything.
Is there a known explanation for the setback based on how the feature operates?
For example, suppose your customer says they are not able to get a particular dashboard on their screen, which you said was available. Then you look at the knowledge base and find that they need to enable a feature to get that particular dashboard on their screen. You inform the customer of the steps to enable the dashboard and resolve the customer’s concern by adding that particular dashboard to their screen.
The internal knowledge base of your company will be one of your most useful resources for problem-solving, and you’ll also learn more about your product than you could have ever imagined.
As a customer success manager, you should know that handling escalations require effective communication. Ensure you explain what’s happening and how you’re fixing it to your customers.
Always emphasize with the customers. Apologize if you see your team’s mistake. Take corrective steps immediately. Communicate the process you followed to rectify the problem to the customers. Follow up to ensure that the problems get rectified.
After the problem has been rectified, make sure to check in on what your company is doing to prevent it from happening again in the future.
The secret to outstanding customer service is creating a great client experience. But far too frequently, well-intentioned CSMs mistake this strong foundation for the requirement to respond personally to each and every question or concern that comes into their (or their team’s) inbox.
This is an illustration of a good concept gone too far. This customer care method takes time, and managers must be aware of the compromise between quick response and a personal touch. Think about it: a customer is more likely to become impatient waiting for an amazing response that took a week to prepare than one that came in just 24 hours.
Consider creating a number of thoughtful solutions to the most typical queries or issues customers may have rather than starting each customer care response from scratch.
This strategy is frequently mischaracterized as a “canned answer” because of the idea that it revolves around sending out a single response to clients with unique requirements. The opposite couldn’t be more true. This technique generates templates that can later be customized to meet specific customer demands when used correctly.
By responding to client emails in this manner, you can swiftly and fully address the bulk of questions while also having the freedom to take more time on the cases that demand it.
The best way to cope with excessive support emails is to stop the flow in the first place, even though improving email response efficiency is fantastic. CSMs should devote time to creating self-service knowledge bases while donning their content developer hats.
This choice is not given nearly enough consideration. According to research, a startling 91 percent of modern consumers would make use of a well-constructed self-help database. Of course, “well-built” is the crucial phrase here.
Creating a FAQ section and calling it a day is insufficient. A genuine self-help section is a continuous endeavor that necessitates constant development, evaluation, and assessment.
Other options to take into account include the following:
The first line of defense against an overloaded inbox is a knowledge base. Less effort will be spent on the back end fielding emails if CSMs take the time to frontload the work necessary to create something truly educational and useful.
A small issue rarely causes escalations. For the sake of your consumers and to prevent exhausting internal team members by constantly putting out fires, make sure you have a procedure in place to assess what happened, what you can do better moving forward, and what you can do to ensure it doesn’t happen again.
In the end, adopting the proper mindset will help a CSM reduce the number of customer service escalations in their mailbox. It is a certain way to have a never-ending inbox to view customer care as a transactional department where questions come in, and responses go out. 25
There will be fewer customer service escalation emails and more sanity if the matter is approached as a complex one where incremental progress may be achieved before, during, and after the investigation.
Published 24 Aug 2022, Updated 24 Aug 2022
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