How to solve problems with managing online sales staff ?

Mr Caroline

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Hi all,
I own three web sales of cosmetics, pharmaceuticals and electronics. The number of customers is increasing and the number of support staff is also increasing but still have negative feedbacks about services and support. I cannot seem to control those mistakes. Give me your solution and your experience.
Thanks in advanced
 

Alex_smith

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Plans for targets of works - you need to give your sales online targets of work and it must be Smart, Specific, Measurable, Achievable, Realistic and Timely with range of marks from 1 to 5 (No good to Excellent)
Assignment Groups - you should have a meeting weekly or monthly and you receive new ideas, also give issues and they will give you best solutions on the discussion.
Let they talk - you hear their opinions, solutions and take the responsibility in doing their works

Just 2 cents!
 

TerranceM

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I think first of all you should have a good CRM where you can track support related tasks and tickets. You can review the tickets raised by the customers and which support guy has handled the ticket and how good he/she was. This way you can manage and keep track of the things and definitely points mentioned by @Alex will also be handy for management.
 

bountysite

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I can think of looking at their mistakes(chat or support) and discussing them.
A KB which is constantly built, with what should be done for x, y and respective answers. Use mediawiki, mkdocs, moinmoin.

Improve support typing speeds.
 

smokyhosts

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Based on the CRM that you use, you should be able to highlight the tickets which have been rated low by the end customers. You can scan through them, collect data and consistently update a knowledgebase updated in order for your support personnel to refer back to.

Also, based on average support ticket ratings, you can reward/fine your support personel
 

tuxandrew

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1. Just list some Quality Assurance measures and implement it with your team.Make sure every support members following it.
2. Appoint a QA team member for strictly monitoring the weekly jobs.
3.Each support staff should be rewarded with points for their efforts. QA should motivate the staff getting less points to make them work to earn more rewards.
4. Implement a Helpdesk support systems and enable options for customers feedback to give ratings ( Good or Bad)for the support agent to ensure how well he/she assisted on his problem.
5. Take the feedbacks seriously and act up on it quickly if the customers gives any bad ratings or if the customer is not satisfied with the support.
6. If possible, contact them on telephone, collect as much as details of the issue they are facing and make it resolved with high priority in short time or as soon as possible.
7.Implement chat support as first level support for answering customer on their simple question about products and services and other level1 technical problems.
8.QA should arrange regular weekly meetings with the support staff to make brief about over all customer satisfaction graph of the previous week month,quarter etc and should give resolution on pitfalls of previous days.
9.Always be polite with customers and give resolution in short time[depends on the nature of issue] with out dragging it through out the day or the entire week.
10. Also ask your support team member for any suggestions to improve the quality of support on types of cases on which they are facing difficulties to provide a customer satisfaction.

Hope this would certainly improve the quality of the support.
 
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