L12 Solutions

Salesforce Consulting & Administration

Category: Customer Support

  • Minimizing Support Costs through Tagging

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    Companies often assume Support is a fixed-cost that rises linearly with the growth of their customer base. This is a fallacy, but one that can persist operationally at companies for many years. It’s doubly tragic because those in budgeting and operations are often unaware that this is not so. Instead, they regularly approve the hiring…

  • Customer Support Goals, Objectives, Strategies, and Tactics

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    Here is a basic outline of an organization’s customer support goals, objectives, strategies, and tactics. Use this as a template to refine your message and to deliver the right results at the right time. Your finished product here should be 3-4 pages. GOAL Our Goal at _______ is to help grow our business, increase its revenue,…

  • Why Zero should be your Daily Ticket Goal

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    If you have read through some of my favorite sayings, one might stand out to you: “Our Daily Ticket Goal is Zero”. This usually raises eyebrows. Often instead you’ll hear ‘goals’ of “less tickets”, or “let’s reduce tickets in half”. Recall that goals should be S.M.A.R.T: Specific, Measurable, Achievable, Relevant, and Time-Bound. When it comes to Help…

  • Favorite Sayings

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    Below are some of my favorite sayings. These are all mine, but I have been inspired by many others. If they work for you and your department, feel free to use them. Your Knowledge Base is your Best Worker. Think about it. It never sleeps, never takes a day off, doesn’t get injured, doesn’t complain, and…

  • Phrases to Avoid

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    See end of this post to get a free PDF poster for your call center, contact center, or desktop wallpaper to help remind your customer service agents what phrases they should avoid before they get too deep in the weeds. When writing to clients or customers, avoid these phrases to better enhance their experience and reduce…

  • A Word about Pushback

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    Pushback Defined Pushback is when a customer replies to our answers with questions or comments which indicate they do not believe our solution will work for them, that they have little faith in our process, or that someone else did not give them the correct help. There is a difference between pushback and mere clarification questions: Why should we…

  • Four Quality Principles of Tone and Style

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    When replying to customers by email, chat, or speaking with them on the phone, always utilize these four principles in terms of your tone and style. The tone and style of words convey knowledge, intent, understanding (empathy), and standing. All four work together to quickly help customers resolve concerns, while also curtailing unnecessary pushback from customers.

  • Know Your Product

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    “Know your Customer” is intrinsically tied to “Know your Product/Service”. When a team says they need to know their customers better (usually at the behest of using a new tool, reshuffling team structure, or outside consultants), the bigger problem could be a lack of understanding of the company’s own product. To test this, I run…

  • What is a Calm Customer?

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    Thank you for visiting my essay on what it means to be a Calm Customer and how customer success departments can facilitate creating calm customers that add profit and retention to a company. My name is Lawrence. I’m a Senior Customer Support Operations Manager, Salesforce Administrator, and a Customer Success Manager. I also run my own…

  • You Can Not

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    When writing support documentation, do not start sentences with “You can”. For example, avoid “You can select your primary number from the dropdown menu”. Make it action-oriented: “Select your primary number from the dropdown menu”. Make it a command. An imperative. Plain English is your friend. Sometimes it is not as obvious as my example, but look…