You can forgive customer support teams if they’re weary of mergers and acquisitions. After all, consolidations rarely go as smoothly as planned. But while other departments are off handling the inevitable issues internally and at their own pace, customer support has no such luxury. CS representatives and management alike are kept up at night wondering how to iron out all the organizational wrinkles caused by the consolidation without impacting customer experience.
You can’t go anywhere in customer support circles today without hearing about self-service support. To hear it from the experts, this vanguard of the digital revolution promises to increase efficiency, reduce stress and frustration, and have a huge financial impact on customers and businesses alike.
Customer support specialists are always looking for ways to create a more personalized experience for their customers. And while making an emotional connection with a customer has been shown to result in higher satisfaction rates, finding the right approach is a challenge.
In Fintech, communicating effectively with customers is an extremely important aspect of a community manager’s job. But because interacting with customers comes with a variety of competing interests, how to best go about doing that is not always so clear.
On the one hand, customers want effective solutions to their problems — and this is especially true of sophisticated businesses which purchase quality Fintech products.
Successfully handling irate customers and transforming them into happy ones is where the Customer Service Manager (CSM) really earns their stripes.
Unfortunately, this is easier said than done. Angry customers are not always the most rational bunch. Even if you’ve found a quick fix to a problem, an irate customer might not be in the best frame of mind to realize it. And if a customer asks for assistance with a particularly complicated problem, a resolution becomes just that much more difficult. Despite these challenges, it is the responsibility of the CSM to ensure that even the most frustrated and irrational of customers comes away happy.