Mastering Customer Management in Supportbench

Marcel Gravelle

20-Aug-2024

we’ll explore the key features of Supportbench that can help you manage your customers more effectively, including the customizable dashboard, customer profiles and history, automated case routing, personalized communication, customer satisfaction training, and scheduled reports.

Mastering Customer Management in Supportbench

Efficient customer management is essential for any business aiming to provide exceptional support and foster lasting customer relationships. Supportbench offers a comprehensive suite of tools designed to streamline and enhance your customer management efforts. In this article, we’ll explore the key features of Supportbench that can help you manage your customers more effectively, including the customizable dashboard, customer profiles and history, automated case routing, personalized communication, customer satisfaction training, and scheduled reports.

Customizable Command Center and Dashboard

A customizable command center is the cornerstone of effective customer management. Supportbench’s dashboard allows you to tailor your view to display the most relevant information and metrics for your team.

Data points that are valuable to you
Pick and choose the data points (columns) on tickets that matter to you!

1. Click on enter into your case list/command center.
2. Click on the case list options cog on the right side of your screen.
3. Once you click this cog, you'll be introduced to the case list options page. From here, we can start selecting our data points (columns).
   
   

Real time updates
Keep track of real-time data to monitor ongoing support activities and make informed decisions quickly.

1. Click on enter into your Dashboard.
2. Click on the Add new widgets button.
3. Start dragging and dropping your desired widgets.
   
   

Custom Views
Create different views for various roles within your team to ensure everyone has the information they need at their fingertips. (Views are also how we generate reports on your tickets– think of it as being able to query your database for the information thats important to you, at any time.)

1. Click on the new view button from your command center.
   
   
    
2. Give your view a name and decide if it will be locked to you or global.
   
   
    
3. For example: If you have an agent working with just one, specific company:
   
       a. Within the Properties tab, make sure you’re not querying for cases that are closed or in the trash.
       b. Navigate to Companies and Select the Company you or your agent will be supporting.
   
           
    
4. Start filling out the properties of your view – this will query your supportbench database and give you deep insights or allow you to see the tickets that matter to you.

Customer Profiles and History

Understanding your customers is crucial for providing personalized and effective support. Supportbench’s detailed customer profiles and history give you a complete view of each customer’s interactions with your support team.

Comprehensive Profiles
Store and access detailed information about your customers, including contact details, company information, and support preferences. 

1. Navigate to Customers > Contacts > Navigate into any contact.
2. Click Check out the client profile (files, notes, profile, past tickets) or profile statistics.
3. Edit the Profile to include additional information.
   
   
    

Interaction History
View a complete history of all interactions, including tickets, emails, and chats, to provide context and continuity in your support efforts directly in the customer profile.

Notes and Attachments
Add notes and attachments to customer profiles to keep track of important information and documents.

Personalized Communication

Personalized communication can significantly enhance the customer experience. Supportbench provides tools to tailor your interactions with customers, ensuring that each message resonates with the individual’s needs and preferences.

Email Templates
Create and use personalized email templates to ensure consistent and relevant communication.

1. Navigate to Configuration > Cases > Templates and click on New Template.
2. From here, give your template a name and summary.
3. Lock your template down to a team, or make it a personal template for yourself. 
   
   
    
4. Next, add your content, make it personalized with Variables like {{contact_name}} which will automatically add the contacts name to your template. 
   
   
    
5. Now, we can add our case options. This will automatically fill in ticket properties for this template. Although this is especially handy for manually created cases, if you just want content, only fill in the activity (email) subject.

    

Customer Support Levels
Segment your customers based based on different level of support.

1. Navigate to Customers > Companies.
2. Edit the Company.
3. Select the support level.
   
   

Automated Responses
Set up automated responses that address common queries while maintaining a personal touch.

1. Navigate to Configuration > Workflows > Click on New workflow.
2. Select “Cases” for “What would you like this to apply to?” and “On Creation” for “when is this workflow run?”.
3. Choose any specific requirements you want – it can be “Priority is”, “issue is” or even “Queue Is” (these are the most common).
4. After chosing your requirements, navigate to actions and select “send Notification” from the dropdown.
5. Select “Notify Case Contact”.
   
   
    
6. Scroll down to add your email (notification) subject and email content.
   
   

Customer Satisfaction Training

Ensuring your team is well-trained in customer satisfaction is vital for delivering top-notch support. Supportbench includes resources and tools to help you train your team effectively.

Knowledge Base
Utilize an extensive knowledge base to provide your team with the information they need to handle customer inquiries effectively.

1. Navigate to Knowledgebase.
2. Browse the available articles.
   
   

Performance Tracking
Monitor and track your team’s performance to identify areas for improvement and provide targeted training.

1. Navigate to Reporting and click KPI Scorecards.
   
   
    
2. Click into Agent, Team, Division or Organization to see an extensive list actionable insights and metrics.

Personalized training from Supportbench
Supportbench is proud to offer personalized training organized and orchestrated by your Customer Success Manager. Our training sessions are about 60 minutes long (can be longer or shorter if need be) and give your agents a rundown on all things Supportbench. This includes a FAQ session and personalized training documentation.

Scheduled Reports

Keeping track of your support operations and customer satisfaction metrics is essential for continuous improvement. Supportbench’s scheduled reports allow you to automate the reporting process and gain insights into your support activities.

Schedule Custom Reports
Create custom reports that focus on the metrics most important to your business.

1. Navigate to Reporting > Scheduled Data Views > Add a data view.
2. Fill in your views name and properties – what you want to see or report on from your Supportbench Database.
3. Now, we can fill in our report send schedule, and where this report will be going!
   
   

Automated Delivery
Schedule reports to be automatically generated and delivered to your inbox or shared with your team at regular intervals.
 

Actionable Insights
Use the insights from these reports to make data-driven decisions and continuously improve your support operations.

Customer Management Video Tutorial: ▶️Customer Management

Supportbench equips your team with the tools needed to manage customers effectively and provide outstanding support. By leveraging features like the customizable dashboard, detailed customer profiles, automated case routing, personalized communication, customer satisfaction training, and scheduled reports, you can enhance your customer management processes and drive customer satisfaction to new heights. Start exploring these features today to unlock the full potential of your support operations.

If you need any help with these features, contact us through the chat in your profile tab (bottom left hand corner of your screen) or drop us a line at 📧support@supportbench.com.