Not many employees seem very satisfied with their jobs nowadays. This is one reason why providing a high-quality employee experience is important, which translates to exceptional internal customer service. You can resolve their problems, monitor feedback, and handle their queries and concerns, improving the overall experience at your company.
The business world is changing at a rapid pace, with workers needing more support than ever before. The employee-to-employer relationship is an important one as it reflects well on the company as a whole. Treating your workforce well will positively affect both customer service and company profitability.
Internal customer support is an often overlooked but quite valuable aspect of your company. So, let’s take a look at some of the main things you should learn about.
What are Internal Customer Services?
Internal support is a great way to assist with any issues arising while employees are at work. Internal teams exist to answer questions or solve problems for their colleagues. It can include anything from finding information on how to deal with certain situations to resolving disputes.
This type of support takes different forms depending upon what your business needs. For instance, you could inquire about resetting your password, holidays, any system malfunctions, or checking your paycheck online. However, no matter how it is delivered, one thing remains constant: there will always be people looking out for other members.
The Importance of Internal Customer Support:
It is easy to get caught up in the hustle and bustles of life. But, sometimes, we need a little reminder that there are people who work hard behind the scenes. These teams keep our business running smoothly by providing internal support to staff for everything.
This benefits not only the worker but also the company. Helping your employees and creating protocols can help you avoid any negative surprises. Communication with staff is vital to make sure everything runs seamlessly. Focusing internally on customer service also allows employers to use a proactive approach in doing more for the company.
The more satisfied and loyal your employees are, the better for you as a company. When they are happy in their workplace with helpful resources, it means lower turnover rates. This way, people can do well and stay for longer, helping to grow internally.
7 Tips for Providing the Best Internal Customer Service:
It is not enough to know that you need to support your team. You need to know how to do it in such a manner you reap results. We bring seven tips that would help you to ensure quality support:
- Adopt an Omnichannel Approach
- Respond Promptly
- Become a Helping Hub
- Keep Employees Updated
- Understand Your Staff’s Issues
- Track Employee Feedback
- Acknowledge Every Request
1. Adopt an Omnichannel Approach:
By taking an omnichannel approach, you can cater to the needs and preferences of your staff. They can choose the medium that seems best to them. For instance, they can email you about the issue or come in person to talk to you about something. You can also start the ticket support system or integrate any support system in your business communication app. You must make sure every employee finds a feasible mode to connect with you.
2. Respond Promptly:
The number of people on your team who can respond to employee requests will have a direct impact on the response time. Chatbots are becoming increasingly popular as they can provide 24/7 support for employees. Your internal service teams can cover their own workloads while still being supported by a chatbot assistant.
3. Become a Helping Hub:
It is important for companies to have a help center that can answer employee questions. One way of doing this is by internally providing knowledge about your company and FAQs. This way, employees can search on their own, which should result in lesser issue resolution time.
4. Keep Employees Updated:
A ticketing system is an excellent way to streamline your business process and eliminate tedious work. For instance, you can use rules based on the request status or next steps for automatically notifying staff. As a result, your team does not have to worry about follow-up notifications anymore.
5. Understand Your Staff’s Issues:
Your employees can be going through a lot of stuff. Any minor inconvenience at work, like a faulty keyboard, can add to their frustration. A staff member can get short with you; therefore, you must understand their situation rather than take it personally. The internal customer service team needs to stay calm and find the solution.
6. Track Employee Feedback:
There will inevitably be moments when you feel like the internal service is not living up to expectations. However, it brings a learning opportunity for them. For example, send a satisfaction survey when someone closes an issue on the ticketing system and follow up with them to ensure everything has been resolved correctly. Moreover, if an individual is not satisfied, inquire and assure them next time you will do better.
7. Acknowledge Every Request:
You can’t always solve a problem with an easy solution, but you should be honest about your limitations. Do not leave employees hanging when it comes to their concerns. Take time out for customer service and let people know how much you care. You should acknowledge all requests despite not being able to resolve them.
All of the tips mentioned above are more than enough to put your support team right. You may use them to make the most out of your CS team.
The Difference Between Internal and External Customer Service:
You need to think of the best for your employees. Some would prefer internal while others would prefer external support teams. We bring main points that distinguish each other, so it is easy for you to make your decision. So, let’s take a look at both without wasting any second:
Internal Customer Service:
Internal support is the responsibility of the human resources team. This includes providing assistance and support to employees in various ways, such as answering questions about how their job functions or addressing workplace issues that arise from time to time.
Following are the points internal support teams help with:
- Corporate policies
- IT tasks
- HR processes
- Admin work
- Employee benefits
HR should work closely with legal and account teams when workers’ personal data is involved. They need to make sure that any data collected will not only protect employee privacy but also avoid liability for damages.
External Customer Service:
Customer service is a vital part of any company. Whether you outsource it to an external agency or keep things internally, your support team will be there for all workers who need help with their inquiries and issues they may have in-house.
Digitech Outsourcing Solution brings the best team on board to handle all your employee support requests. You will find adept agents that are proficient in issue resolution, catering to people fast and thoroughly, and managing all processes perfectly. In addition, you can reach out to personalize a plan that sits well with your business requirements.
If you have any sort of doubt, you can use our free trial option. It lets you test our services for a few days to inform you how we work. Only then can you decide whether you want to continue or not. Also, we understand the budget that limits many companies. That is why our plans are within your means so you can invest in your business growth.
Following are the points external support teams help with:
- Returns and cancellations
- Feature requests
In order to provide the best customer service, your team should have proper training and knowledge on how to resolve issues with employees. They also require techniques to alleviate the mood of frustrated workers. That is why you should hire external teams, as they are proficient in all of the said tasks.
Serve Your Employees Right:
Companies that put their employees first see a huge boost in the customer experience. Not only do they care about you as an individual, but it also shows how much consideration is given when making decisions regarding your working environment and future opportunities for growth within the company itself. Together, it can make all aspects better.
You can outsource the internal customer services to DOS and focus on your primary business goals. We bring feasible practices within your means. It is never too late to start anew. You can explore our site to learn about our services and choose one that sits well with your vision. If you are confused about anything, you may get in touch with our experts.
Every company must realize that an employee is the backbone of its organization. No business can succeed if it does not treat its workforce right. So, serve your employees right.