Customer support is the basic assistance you offer to your customers— both when they purchase and utilize your products/services— that helps businesses to establish a factor of trust and reliability with their target audience. Offering the best client support is crucial as it helps you to retain customers and grow your business at the same time.
The present day customer service assistance goes a long way past the customary phone call support that was more or less viewed as a formality. It’s accessible through E-mail, Internet, instant message, and online media. Numerous organizations, likewise, offer self-assistance support, so buyers can track their answers any time of the day, we call that segment FAQ. This form of self-assistance is something beyond just providing simple answers. It is a significant part of the commitment and assurance your brand makes to its users to show that they are willing to offer any help in the future, if required.
89% of consumers are more likely to make another purchase after a positive customer service experience.
Salesforce
With countless approaches to offer client care, regardless of whether it be through email or call, it may seem as though there are plenty of customer support options your business can offer its users. But every channel can be viewed differently. And if you look at it in depth, you will understand that in a broader sense, there are just two types of customer care: proactive and responsive. Everything else is just a sub-part of it. Proactive service is identifying and solving the problems even before they arise. While, Reactive service is reacting to an issue that a customer is facing and has conveyed to the business after the service. It depends on what type of service you as a business wants to provide its users. To know more about Proactive customer service, read what is Proactive customer service and why businesses need to implement it.
These days businesses are providing a comprehensive experience to their users and allowing them to choose how they want to connect. There are many ways a customer can approach or an enterprise can approach its clients. Let’s discuss some types of client support in detail and suggestions that can make the customer experience even better.
Is E-mail too cliché to even consider using as customer support? We don’t think so. E-mail is an incredible route for clients to find a solution to their queries, particularly when outside of working hours. The response message comes almost immediately confirming that the mail has been received and a solution will be provided very soon. It gives the buyer assurance by acknowledging their query and making them feel heard.
- Use your buyer’s first name to address their concern, and provide a positive reassurance that their issue will be resolved.
- Offer at least one solution to solve the concern.
- Make sure they don’t have to explain their problem repeatedly while speaking to a specialist.
Messaging and chat support
Messaging and chat support is the perfect choice of communication when it comes to engaging the buyers and providing quick responses. Whenever a customer visits your site, they can easily talk and interact with a conversational chatbot that will answer their questions on time. It makes the process interesting and less worrisome.
- The chatbot should greet the customers with a message as soon as they visit the site.
- Give the bot a personality of their own, like a name, which is easy to pronounce and remember.
SELF-ASSISTANCE SUPPORT
At the point when your service team is repeatedly responding to redundant inquiries, it is an ideal opportunity to consider making a Frequently Asked Questions (FAQ) section on your site. It’s a helpful and simple approach to add extraordinary, important content and help the buyers. A FAQ page allows you to address basic trouble spots to decrease the number of calls. Arranging your FAQ page by categories helps your clients discover the solution to their inquiry quicker.
- Make the FAQ page simple to explore by making various categories of inquiries and showing related inquiries on singular pages.
- Think about responding to a portion of the inquiries in an instructional exercise, a short video, or pictures to explain your answers.
- Add a question bar that your clients can use to type in the queries.
Telephone support
A telephone discussion remains the best method to take care of issues—even in the time of Twitter DMs. When clients find support via call, specialists can resolve complex issues quicker and convey definite, customized and personalized support. Telephone backing can be costly with regards to support rep—nonetheless, training can assist the staff.
- While the buyer waits to connect with the specialist, consider playing some kind of greeting message or soft tone music
- Constantly update the customer if there is any delay while connecting the call
You can always use more than one type of support channel, this will only make the buyer’s experience better. Keep improving as you go and you will have happy and loyal customers always!