Find out in this video excerpt from the webinar, how smart customer support software can help you when dealing with customer issues that are complex, require the involvement of several teams or third-parties.

During the Webinar "How to Know When Phone Support Is the Best Option for Your Customer", Mathias from the Support Driven community asked us:

" Most of our customers’ queries are complex and cannot be resolved during one call as it requires involvement of other teams and investigations with third parties. Any tips how to handle this? How to handle escalations? "

Dave Dyson (Senior Customer Service Evangelist at Zendesk), Mark Bangerter (Director of Support at ClickFunnels) and Alessandro Angioni (Business Account Manager & Analyst at Azimo) weighted in on:

  • How to effectively handle complex customer queries.
  • How to handle customer issues requiring other teams and third parties.
  • How to deal with queries internally within their team.
  • How to acknowledge issues and best communicate with the customer.
  • Which other support channels do they use for these type of queries.

Check an excerpt video from the webinar:

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Transcript:

Most of our customers’ queries are complex and cannot be resolved during one call as it requires involving other teams or investigations with third parties. Any tips on how to handle this? How do you handle escalations?

Alessandro Angioni

In order to solve customers’ issues at Azimo, we need to deal with different teams within our company. It is not only about Azimo, but if we send money to our intermediary banks in order to payout the transaction, we need to deal with the third party – with the bank, so there are a lot of cases where we need coordination of different teams in order to have a resolution. In these cases, the agent would simply handle the call to assure the customer that we are working on the issue and we always give the estimated timeframe of when the customer should expect an update in regards to the issue that they submitted via voice support. We can get back to the customer in the way that they prefer – if they want to be called back, we can do that or if they want to receive an email, we can do that as well. So we make sure to acknowledge the problem that the customer raised with us and we do our very best to deal with it internally within different teams and also with intermediary banks. We make sure to keep the customer updated whenever we have any new information in regards to their problem.

Mark Bangerter

We don’t usually have to deal with third parties, but if there is an issue that we cannot resolve during the call, we make sure to let customers know we’ll follow up once we have any update on their issue. Call is a good way to gather all the information about, for example, the existing bug as you have a customer on the phone and you can gather all the necessary data.