A 2024 Guide to Enterprise Customer Service

If you’re reading this blog, you’re likely to be running or working for a global business with numerous customers across multiple time zones. You might get customer queries simultaneously from New York, London, or Tokyo at any moment. 

Nevertheless, you want to ensure that each customer receives a fast, helpful, and empathetic response. Given the scale of enterprise customer service, this can be quite challenging.

Enterprise customer service refers to the specialized support provided by large-scale businesses to manage high volumes of customer inquiries, spanning various regions and languages. 

Unlike smaller businesses, enterprises need highly organized systems to handle the sheer complexity of their operations. This level of customer service is crucial for large companies because they deal with more customers, handle more data, and also have more eyeballs on them.

So, how do you design a customer service strategy for an enterprise company? Let’s find out!

Table of Contents

• Salient Features of Enterprise Customer Service
  • 1. Scale and Complexity
  • 2. Global Reach
• Enterprise Vs. Small Business Customer Service
  • 1. Scale of operations
  • 2. Team size and structure
  • 3. Technology and tools
  • 4. Customer interaction volume
  • 5. Product/service complexity
  • 6. Collaboration across teams
• Best Practices to Offer Great Enterprise Customer Service
  •  1. Prioritize customer experience—always!
  • 2. Provide omnichannel support
  • 3. Implement automation and AI—But don’t lose the human touch
  • 4. Measure performance and continuously improve
  • 5. Invest in training and empower your customer service teams
• The Future of Enterprise Customer Service
  • 1. AI and automation will keep growing
  • 2. Voice assistants will play a bigger role
  • 3. Predictive analytics will make service more proactive
• Simplify Your Enterprise Customer Service Operations
• Frequently Asked Questions (FAQs)

Salient Features of Enterprise Customer Service

Offering customer service through an enterprise business is quite different from that of small businesses. We’re talking about thousands, if not millions, of interactions across various touchpoints. 

Here’s what makes enterprise customer service unique:

1. Scale and Complexity

• Handling high volumes of customer interactions: At enterprise level, customer service teams deal with numerous inquiries daily. From phone calls to emails and social media messages, it can be challenging to maintain the quality of service while processing a high volume of requests quickly.

• Managing diverse product/service portfolios: Enterprises typically offer a wide range of products or services, and their customers would require some form of support. This means that service agents must be well-versed in multiple areas, able to switch between different product lines, and answer a variety of complex questions.

• Coordinating across multiple departments and teams: In large companies, customer service doesn’t operate in isolation. It requires collaboration between departments like sales, product development, and operations. So, aligning all these teams to provide seamless support adds to the layers of complexity.

Recommended read: 6 Proven Email Management Best Practises for Enterprise Businesses

2. Global Reach

• Supporting customers across different time zones and languages: Enterprise businesses often serve customers worldwide. This means customer service teams must operate 24/7. Agents should be able to communicate in multiple languages. It’s not enough to just be available – enterprises must be responsive and efficient no matter where their customers are.

• Navigating cultural differences and regional regulations: Providing global support also means understanding the nuances of different cultures. What works in one region might not in another, and respecting those differences is key. Additionally, enterprises must comply with local laws and regulations, which can vary significantly from one country to another.

Enterprise Vs. Small Business Customer Service

When it comes to customer service, enterprise-level companies, and small businesses operate quite differently. While both aim to provide great customer experiences, the scale, tools, and strategies they use differ significantly. Let’s break it down.

1. Scale of operations

Enterprises typically serve customers around the world, which requires customer service teams to operate across time zones. This means 24/7 availability, flexibility to speak multiple languages, and a network of support teams.

For example, a company like Amazon handles customer issues in real time, no matter where the customer is located. On the other hand, small businesses may only operate during local business hours and cater to a more geographically focused customer base.

2. Team size and structure

In large enterprises, customer service teams are often split into specialized departments – one team might handle billing issues, while another focuses on technical support. 

Small businesses, by contrast, have smaller, more generalist teams. For example, the owner of a small local brand might handle customer inquiries, sales, and even social media.

3. Technology and tools

Enterprises leverage cutting-edge tools like AI-powered chatbots, CRM software, and automation to manage customer service needs. Take companies like Microsoft – they use advanced systems to track millions of customer queries and solve issues efficiently. 

In contrast, small businesses might rely on more manual processes or basic tools like email and spreadsheets, which are perfectly suited for their scale of operations.

Recommended read: Everything You Need to Know About Global Help Desks

4. Customer interaction volume

Enterprises deal with a high volume of customer interactions daily – often in the thousands or even millions. This requires robust systems to handle and categorize inquiries. 

Small businesses, on the other hand, deal with far fewer interactions, allowing for more personalized responses. Think about a local bakery that gets a handful of calls and emails each day versus a company like Apple handling millions of customer requests.

5. Product/service complexity

Enterprise companies often offer a wide range of products or services, each with unique support needs. For example, a tech company like Dell provides customer service for everything from personal computers to servers, each with its own set of challenges. 

In contrast, a small business might offer just one or two products, making their customer service strategy more focused and straightforward.

6. Collaboration across teams

At the enterprise level, resolving customer issues often involves multiple teams – from sales to product development and IT. This coordination can be complex, requiring clear processes and communication.

For small businesses with fewer employees and departments, collaboration is much simpler and more direct.

Streamline Team Collaboration with Hiver

Best Practices to Offer Great Enterprise Customer Service

Now that we’re somewhat clear about the differences between offering customer service in an enterprise and a small business, let’s dive deeper into the best practices.

Great customer service is about building trust, enhancing brand loyalty, and improving customer retention. However, with the scale and complexity of an enterprise, offering excellent customer service can seem daunting. 

Let’s check out some proven best practices that can help you deliver exceptional service in an enterprise business:

1. Prioritize customer experience—always!

Customer experience should be at the core of your service strategy. While it’s tempting for large companies to focus more on growth, ignoring customer service can lead to long-term issues. As one Reddit user pointed out based on his experience, he feels that the bigger a business is, the worse is their customer service.

This cycle needs to be broken. Companies like Zappos have become famous for their customer-first approach, and it has paid off immensely. In fact, Hiver’s research shows 72% of customers switch brands after a negative experience. 

So, offering a great customer experience should be deeply ingrained in the culture of an organization to ensure you give quality service to your customers at any given time. Here’s what a few more Reddit users have to say about customer experience on similar lines:

2. Provide omnichannel support

Enterprises often have to handle huge volumes of multiple types of inquiries. For instance, customers can reach out to you in both the pre-purchase and post-purchase stages of their journey. So, offering multiple ways for customers to reach out to you ensures that you’re there to help them wherever they are. 

Here’s a take of another Reddit user on how to handle different types of queries:

“A lot of it depends on what type of inquiries you’re getting.

Pre-purchase inquiries: I would offer live chat/support to generate/save sales which otherwise may go elsewhere to purchase or not purchase at all. I’d also consider this for after-purchase support.

After purchase: Set up a customer service platform and prepare standardized responses to the most common questions so you aren’t bogged down answering the same questions over and over and can easily train a customer service rep in the future. Take the user to a FAQ page before they’re able to submit a support request to cut down on the number of submissions.”

Tips by reddit user to manage high volumes of queries

This dual approach can save time and increase sales conversions. For instance, Forrester’s research shows that 53% of customers are more likely to abandon their online purchase if they can’t find quick answers. So, offering live chat or a self-service FAQ page can help in these situations.

3. Implement automation and AI—But don’t lose the human touch

AI and automation can truly help you scale your operations for your enterprise business. It can take care of mundane tasks like assigning queries to the agents or answering FAQs. 

But, it’s also important not to over-automate. Balancing automated responses with human agents for complex issues is key. 

According to Hiver’s research, 52% of professionals feel that customers often prefer human support agents for their empathy and understanding, though 42% appreciate a combination of AI and human support.

4. Measure performance and continuously improve

You can’t improve what you don’t measure. That’s why monitoring key customer service metrics such as First Response Time (FRT) and Customer Satisfaction Score (CSAT) is essential. 

Regularly review these metrics and use customer feedback to identify areas for improvement. 

For instance, with help desk solutions like Hiver, you can create your customized analytics dashboard to monitor your service metrics and make improvements accordingly. With Hiver’s analytics feature, you can proactively monitor SLAs, analyze team performance, and measure your customer satisfaction.

5. Invest in training and empower your customer service teams

Your customer service team is on the front line. Proper training ensures they can handle diverse inquiries, from product-related issues to navigating company policies. Giving them the autonomy to make decisions, solve problems, and go the extra mile will improve customer satisfaction. 

It is also important to train your employees with skills like empathy and adaptability. Customer expectations may chance, also also the market situations, but a great customer service is all about being adaptable to situations and empathise with your customers to connect with them on an emotional level. 

This skill is essential for resolving conflicts, handling complaints, and creating a positive customer experience.

Here’s Justin Bonar-Bridges, Customer Support Technician Level II from Verisk Property Estimating Solutions (Xactware) has to say about empathy in customer service:

“The most important customer service skill is empathy. When our customers are experiencing issues they are usually coming to us with some amount of frustration or anxiety. Being able to authentically acknowledge those elevated emotions helps customers feel seen and heard, which not only paves the way forward for a resolution (you can’t help someone who is emotionally elevated),but helps establish a human connection.”

– Justin Bonar-Bridges, Customer Support Technician Level II, Verisk Property Estimating Solutions (Xactware)

The Future of Enterprise Customer Service

Customer service is always evolving, and for enterprises, staying ahead of the curve is important. 

With rapid advancements in technology, companies must adapt to meet the growing expectations of customers. So, what does the future of enterprise customer service look like? Let’s dive into some of the key trends shaping the industry.

1. AI and automation will keep growing

Automation has already made its mark on enterprise customer service, but it’s just the beginning. 

AI-powered chatbots are getting smarter by the day. This allows companies to handle high volumes of inquiries more efficiently. 

A great example of this is Intercom’s Fin – the AI agent. This is Intercom’s AI chatbot that uses the most sophisticated AI language models. It instantly resolves customer issues across all channels with accurate, conversational answers based on the support content coded into it. 

2. Voice assistants will play a bigger role

With the rise of smart speakers and voice-activated devices, voice assistants like Amazon Alexa and Google Assistant will become part of the customer service process.

For instance, imagine being able to resolve issues or check your order status just by asking your smart speaker. Some companies are already experimenting with this technology, and it’s only going to get more integrated into enterprise customer service.

3. Predictive analytics will make service more proactive

In the future, customer service won’t just be about solving problems—it will be about preventing them before they happen. Predictive analytics can help companies anticipate customer needs and issues. 

For instance, Salesforce is experimenting with AI to help businesses predict when customers might churn. This can allow support teams to step in with proactive solutions.

Simplify Your Enterprise Customer Service Operations

With the right strategies and tools, enterprises and large companies can handle the complexity that comes with serving a global audience. As we’ve seen, staying ahead means embracing technology, offering personalized support, and providing seamless omnichannel experiences.

There are multiple tools and help desk solutions available that can help enterprises deliver world-class service. Some of them including Hiver, Intercom, Zendesk, and Freshdesk. These platforms make it easier to manage customer inquiries efficiently and provide a smooth experience across all channels.

Frequently Asked Questions (FAQs)

1. What makes enterprise customer service different from small business customer service?

Enterprise customer service is about handling a higher volume of customer inquiries across multiple regions and time zones. It requires larger teams of support agents and advanced tools to help manage customer queries. On the other hand, small business customer service typically focuses on fewer customers and operates on a smaller, more localized level.

2. Why is omnichannel support so important for enterprises?

Omnichannel support allows enterprises to offer seamless service across all communication channels, whether it’s email, social media, phone, or chat. It ensures that customers receive consistent support no matter how they choose to reach out.

3. What are the challenges enterprises face in customer service?

Enterprises often struggle with managing the scale of inquiries, coordinating across multiple departments, and providing personalized support to a global customer base. Also, keeping up with changing customer expectations and staying ahead of competitors are something enterprises have to deal with.

4. How can enterprises balance automation with human support?

The key is to automate routine tasks like assigning incoming queries and answering frequently asked questions while ensuring human agents handle more complex or sensitive inquiries. This balance allows enterprises to be efficient without losing the personal touch customers appreciate.