Everyone shops around. Consumers are aware of the best prices, products, games, and services in your sector. That means it’s all about what separates you from your competitors, how you sell your products and services, and how customers perceive your brand’s value. An understanding of the wider industry, and your company’s standing within it, is key to your customer service team knowing what makes your offering unique. It helps them put your best features first. In short, your team’s industry knowledge is your greatest differentiator.
What’s more, when support teams deliver greater satisfaction and handle tickets faster, your new and existing customers come to view your support channels as more effective and knowledgeable than your competitors – another great differentiator.
So how can your teams gain deeper domain knowledge and expertise? Invite customer service agents to build first-hand knowledge by joining relevant meetings, conversing with subject matter experts, and taking part in cross-team dialogues. This is a far better way to help them gain domain knowledge than fact sheets and feature lists because it gets them engaged. But be aware, building this expertise doesn’t happen overnight, it’s a holistic approach that expands over time.
And taking a long view here can really pay dividends. The goal should always be to create a foundation of knowledge and expertise that can be expanded upon and repurposed. If outsourcing is required, meetings and discussions can easily be handled remotely and still engage everyone involved.