You can have a great product or service, but let’s get real here – if you are not providing excellent customer support you are going to come short.
Businesses that manage to provide outstanding customer support will be remembered by customers for a long time to come. Likewise when a business fails to provide the level of customer service that a customer customers desire and expect the results can be devastating to a business.
Here are some solid tips for providing outstanding customer support:
Give Your Support Team Support
Your support team is only as good as the training and tools that they are provided with. Ensure that all your support team members have an in-depth understanding of how your business works, all the products and services that you supply and ensure that they are well trained in how to handle difficult customers and the procedures to follow when there are queries and complaints.
Research the best ways to allow customers to contact your customer support team such as live chat, email, telephone and via social media. Make sure that you make use of the best support ticket program for your business to allow for your team to provide the best customer service possible.
While customers do value a fast response they value a detailed and thought out response that helps resolve their problem much more than speed. If your support team send out copy paste replies that do not fit every unique query this is only going to annoy your customers and make them feel unheard.
The same goes for one liner responses that do not give an adequate response.
If your staff are well trained and qualified, and they give each query their full attention they are guaranteed to impress your customers and satisfy their needs.
Make Use Of An Auto-Response
Set up an auto-response for your support ticket system which will let your customers know that their support ticket has been received and also let’s them know how soon they can expect a response.
It is a great idea to include your support hours in your response, along with some useful information which can point them to FAQ’s and other important information which may help them to find some answers while they wait for the support team to respond.
Keep in mind always that you want your customers to find answers to their questions and solutions to their problems as well as feel like they are being heard. You may have a very frustrated and angry customer when they first contact your support team. A skilled team will understand how to turn that situation around resulting in a happy and satisfied customer that stays with your business.