Got a bot? It should come as no surprise that this won’t be enough to give your customers the support they may want. With remote business being the norm these days, customer support has moved away from the physical helpdesk, but the human element is still key. What is Customer Support? – ServiceNow observes that it’s a broad definition that covers everything you do to resolve customer issues, but no matter what online resources you offer, there will still be customers who reach a point where all they want is to talk to a person. Once they do, you can bet that quality is going to matter. Are you using these tips to improve customer service? If not, it’s time to get started!
1. Choose the Right People For the Customer Support Service
2. Choose the Right Software
Customers hate having to repeat themselves. Once they’re on the line to support, they want the agents they’re talking to know about their experiences up to that point. That means placing some really good software in the hands of your customer service agents. They need to know what led the customer to the current point and what support they’ve received so far.
The software also helps to prevent “dropped balls.” For example, if callbacks have been promised, they can be scheduled, and reminders help your support agents to keep their promises.
3. Go Omnichannel
Nowadays, most companies offer omnichannel support for the customer support service. Yours should too. “Omnichannel” means “across channels,” so what this means is that support should be available on the channels your customers prefer to use at any given time. This could include email, social media, online chat, and telephone.
4. Make it Easy to Talk to a Person
5. Don’t Make Them Wait
Nobody likes waiting. Having agents available 24/7 and ensuring that all contacts receive swift responses can be something of a tall order. Nevertheless, having people available when your customers need them is part and parcel of good customer support. Outsourcing can offer solutions – provided you choose the right company to represent you. At the very least, ensure that contacts are acknowledged through an automated message and get in touch as soon as you possibly can.