The Customer Service Triad
Product
A wise baby girl (me) once said “One of the easiest ways to be successful without referring two people that will also need to refer two other persons, is to create a solution to a problem.” The best part about this is since problem no dey finish (problems don't finish), there is always an avenue to create success.
The first and most important thing to note is that you can’t solve all problems. Even Superman had to pick a planet. Therefore, carve a niche, identify the problem, proffer a feasible solution, design a product that is the solution, and Viola! You’re in business.
During the early stages of business, it is important to identify the proper target market for your product and how best to launch the product to them. Your product can be the solution they need but if you do not communicate that effectively, it remains just your product. You must ensure that this product meets the needs of the target market.
To the product newbies, this will help see the foundation to your product management journey. As a brand, as your business scales up, it is equally necessary to reevaluate your target market to ensure that your product is still relevant at maturity and your people and process (coming up next) are in line with the brand’s goals and objectives.
As a customer support executive, product knowledge is one of your superpowers, if not the most important superpower you could possess. What your brand has to offer to its customers is “the product” and this could range from physical products to digital products, or services offered. The product is the most visible part of your brand, and it is the reason customers interact with your brand. It is therefore of uttermost importance to devote a great deal of energy and resources to ensure that you’re the top choice in the market and that the customer success team (people) understand the assignment when it comes to the brand’s product.
Role of the Customer Success Team
Before I started working in the support department, I felt that any talk about products should only be the concern of the product team. Then I started working in this department and always got asked questions that got me like “I am not the one that built the product, How am I supposed to know that?!”
So what to do?
Know the product: Know why the product was built and what it should be doing. This is a continuous process as you have to use the product, and study the product so that when a customer is lodging a complaint or asking for assistance, you already have an idea of their needs. This is personally my favorite step because it seems like I have an answer/solution to any customer’s complaint. Try it out, it’s a cool flex!
Know how the product works: The easiest way to go about this is to be a user of your product. It is that simple. When there is a new feature? Try it out! There is a new update? Test it! Use the product and its features so much that you have a mental picture even when you’re not on the app.
Know when the product breaks: This is inevitable even for a seemingly perfect product. Knowing when this happens before your customers give you a headstart in resolving the errors.
As you progress and the brand flourishes, do not neglect the importance of customer feedback on your product, as this helps you improve your product and stay relevant in the market.
When it has to do with your product, always ensure that you come correct!
Cheers,
Kiki