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Dedicated support models: what you need to know
A business's most important asset is its customers. That's why providing great customer service is essential to the success of any business. The goal of customer service is to create a positive experience for anyone interacting with your business, one that will encourage them to come back and continue doing business with the company. One way to achieve this goal is through the dedicated support model.
In this model, a business assigns a specific team to provide support for its customers. This team is responsible for handling all aspects of customer service, from answering questions and resolving issues to providing product information and troubleshooting problems. The dedicated support model ensures that customers always have someone to turn to when they need help.
If you are looking to deliver great customer service, SupportNinja’s dedicated team of customer support experts are here to unpack everything you need to know about implementing a dedicated support model. Let’s take a closer look at what dedicated customer support is and why it’s becoming an increasingly popular option for businesses, and how to make the most of it.
The benefits of a dedicated support model
Businesses today face significant pressure to accommodate shifting consumer behaviors while continuing to provide exceptional customer experiences and support. Now more than ever, always-on customers are seeking memorable, personalized, and dynamic shopping experiences. In a recent 2021 survey conducted by McKinsey & Company, two out of three Americans expressed the importance of social values and how it impacts their consumer behavior.
This is where a dedicated support model comes in handy. Dedicating a team of customer support representatives to a specific business or product has proven to be highly beneficial. At SupportNinja, we recognize how digital transformation is prompting businesses to rethink their customer support strategy. Here are some of the key benefits of a dedicated customer support model that will put your business on the road to success.
- Customized support leads to stronger customer relationships. Companies who go the extra mile to provide tailored support often have greater success building relationships and increasing customer retention. Developing a deeper understanding of your customer’s needs and expectations shows you are willing to take initiative and evolve alongside your customer base.
- Extension of your team. Compared to shared models where agents are asked to do different things for different projects, implementing a dedicated model offers clients undivided attention and support from a team of agents that are highly trained. Their in-depth knowledge of your specific products and services enables them to become a natural extension of your own in-house team.
- Improved efficiency. What business doesn’t want to become more efficient? Having a dedicated customer support model provides a more focused approach. You now have a team at your disposal whose sole responsibility is to become an expert on all things related to your product. Their focus and attention is no longer interrupted by other projects. Instead, a dedicated support team allows your business to develop diverse solutions and provide the best results for your customers.
Know the difference between customer support models
So how does a dedicated customer support model differ from traditional customer service models? Traditionally, businesses have utilized shared models that have BPO partners who share their support agents between accounts. For example, Company A and Company B have the same BPO partner and both opted in for a “shared model” for customer support. This means the same team of, let’s say 10, agents are splitting their time and attention working for both Company A and B. However, this model is no longer the go-to option in today’s modern business world because the agents aren’t specialized and have to learn the products and services of both companies rather than just one.
Customers now expect a more personalized and seamless experience, and a traditional customer service model simply can't provide that. To better identify which model is right for your business, ask yourself the following questions:
- What does your current call volume look like, and what changes do you anticipate in the future?
- Do you have complex troubleshooting inquiries?
- Do you want to have customer support agents who are just as knowledgeable about your service or product as your in-house team of employees?
- What does your budget look like for improving customer satisfaction through a dedicated customer support team?
Once you have answered these questions, it may be beneficial to also consider the value of the following differences between support models:
Available resources
Under a shared customer support model, the team may have access to more resources due to their involvement in multiple projects. However, a dedicated support team has a greater and deeper level of knowledge in the specific industry they serve.
Scalability
Although both models are scalable, dedicated models offer more value to customers because of their deep understanding of the products. Since they are focused on only one company, they can become familiar with the ins and outs of your business and brand voice to ensure customer satisfaction and retention. They also offer efficiency during the training and onboarding process since there's only one company that needs to schedule trainings.
Pricing
For those businesses operating on a limited budget, a traditional shared support model may be best since businesses only have to pay for the time worked. A dedicated support model may be more expensive in the moment, but the benefits mentioned previously often outweigh the cost in the long run.
5 key features of a successful dedicated customer support model
The business world is more competitive than ever, and companies are always looking for ways to differentiate themselves from the competition. It’s understandable if you find yourself wondering how you can ensure your business provides the best possible customer support experience for your customers. There are five key items to be mindful of to ensure that your dedicated customer support model is successful.
- It’s okay not to share. Remember that a dedicated customer support model is a business model where the customer support team is not shared with other businesses. Your customer support team should be solely dedicated to your business and your business only.
- Don’t forget, you are in control. Your business has control over the customer support model you choose. Your business also has a greater say in the training and development of the customer support team.
- Customers trust industry experts. If you follow the model correctly, your dedicated support team will become industry experts. At SupportNinja, we believe there is great value in providing training materials and continuous feedback during the transition to outsourced customer support. Proper training and feedback ensures your agents are equipped with the necessary resources and skills to effectively provide high-quality support at all times.
- Always go back to the benefits. The main reason why so many businesses are adopting a dedicated customer support model is because it provides numerous benefits. Not only will you have greater control over the quality of your customer support team, you can also tailor your customer support to your customers’ specific needs. Moreover, your business can develop a closer relationship with the customer support team and customers alike.
- Routinely check in on customer satisfaction. Don’t forget to measure the satisfaction of your customers with your customer support experience on a regular basis. This feedback should be used to continuously improve the quality of your service. By following these steps, you can help ensure that your business provides the best possible customer support experience to its clients or customers.
Is there a downside to dedicated customer support?
Any business that wants to be successful needs to provide excellent customer support. This is why many businesses are moving to a dedicated customer support model. While this can be an effective way to improve the customer experience, there are some potential downsides to consider as well.
First off, dedicating a team specifically to customer support can be costly, and it may not be feasible for all businesses. Additionally, it can be difficult to maintain a high level of quality control when dealing with customers on a one-on-one basis. With these potential downsides in mind, businesses need to carefully weigh the pros and cons of using a dedicated customer support model before making a decision.
Provide better support now
Ready to offer your customers dedicated customer support? Contact us today to learn more about how we can help you reap the benefits of quality customer service.
