5 Qualities of a Strong App Support Team
You know how the saying goes; behind every great app, there’s an even better app support team. With the creation of more and more apps, the demand for customer support is at an all-time high. And whether it’s a large or small company, there’s one universal truth when it comes to customer service – people want to be heard.
Increasingly, brands are focusing on personalized customer support, rather than subjecting customers to exhausting automated messages (“Press 1 for this and 2 for that”…you know the ones). While allowing customers to speak with an actual human increases satisfaction, it also means an increase in responsibility for the support team.
Because all customer communication is handled directly by the support team, it’s key that they are able to work together to resolve customer issues quickly and efficiently. Here are the five qualities that are most essential to the success of a customer support team:
Efficient communication and feedback
Clear communication is the backbone of a strong support team. Team members on the same level, or support tier, must be able to communicate known problems, bugs and app issues efficiently. They also need to know when something needs to be brought to the attention of upper management or relayed to different tiers in the department.
At the same time, management must be comfortable providing criticism and feedback to employees so that they can grow and improve. With app updates happening constantly, there’s always something new to learn. Feedback needs to be delivered quickly and directly so that the team can serve customers to the best of their ability.
Teamwork and collaboration
This one goes without saying, but we’ll say it anyway. On an app support team, teamwork and collaborating on projects is essential. While different tiers of the department may take on different tasks (i.e. Level 1 agents field customer requests, Level 2 agents handle escalations, etc.) they need to be able to work together to resolve bugs and known issues.
Here’s an example: a Level 1 agent may receive a report of a bug from a user. From there, they would need to gather enough details so that when they escalate the issue to Level 2, the Level 2 agent can focus on heavy digging rather than gathering surface-level details. If more details are required, the Level 2 agent can de-escalate to Level 1, and request that they gather more information.
No matter the case, working well together helps make sure that all issues are resolved effectively.
Familiarity with the product
Every member of an app support team should be well versed in the app (or apps) that they are supporting. It sounds obvious, but keep in mind that every time a new app update goes out, there is a chance the app has changed significantly if not entirely. This means that team members must consistently check in on the product and see what has changed. If the team has the ability to find bugs or ask questions before the customer does, they are already one step ahead.
It can be difficult for a support agent to be an expert on every aspect of support. From the details of many different app features to questions regarding user and merchant accounting, it’s a lot to learn. That said, designating specializations for support agents can be incredibly helpful for the team. While one team member may be excellent at handling merchant accounting issues, they may have no idea what to do with a social media ticket, and vice versa.
When there are specialists for individual areas of support, there is always someone more experienced to turn to when an issue is more complex.
Everything must be documented so that it can be referenced and updated. Things to document include every app update, known errors or bugs, processes, contact and point people, how-tos, tool education, and training.
There are so many moving parts to support, and things can change quickly. If the team is not documenting their processes, the chance of errors and miscommunication is greater.
What do you think makes a successful app support team? Tweet us at @LevelUp_Agency
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