When things go wrong and when customers need help, the personal relationship is most deeply felt. We have become synonymous with making connections between personal and conversational support the backbone of a great customer service experience. At the heart of this credibility lies our conviction that great support is more than just handling and closing tickets or checking a list of “customer service skills”. However, enhancing customer support is now a prime goal of each organization.
Therefore, here are the top 7 ways to enhance your customer support for your clients. But before that let’s have a sneak peek to what the customer support is?
What Is Customer Support?
Customer support is likely understandable by the term. This is the range of services that the organization offers to its customers to get their queries resolved. Mainly, customer support includes promptly answering customers’ queries, troubleshooting, providing, onboarding assistance, and helping customers to experience the new product or services.
There are a variety of ranges for customer satisfaction such as; call centers (phone call support), email and chat support, ticket-based helpdesk, and more. However, these ranges entirely depend upon the nature of the organization.
The key for successive customer support;
“The customer should get a one-on-one vibe of involvement in the conversation”
Why Customer Support Is Important For Your Business?
Before indulging to the importance of customer support in the business learn about a few of the pointers that help you to grow your business;
- Satisfied customers
- Highly engaged clients
- Customers hanging around
- Customers who keep getting input to enhance the product
So NEXT is why is it important for the business?
- With good customer service the revenue rises
- Happy customers are making a great name for themselves
- Retention is related to customer satisfaction
- With more customer care churn decreases
- With improved customer service, ‘Customer Lifetime Value’ improves
- Employee happiness is tied to customer satisfaction
- With better consumer satisfaction, business culture strengthens
- Brand awareness booms with positive experiences with consumers
- Spending less on ads and more brand champions
- Appreciated customer service unites objectives and processes
- Longevity depends on happy customers
“If you don’t appreciate your customers, someone else will.”
― Jason Langella
You might be interested in: What Does Customer Service Mean To You & How To Make It Great?
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Top 7 Ways to Enhance Customer Support for Your Clients:
If you are thinking that you are providing great customer support and your customers are happy with you, then take a moment and read out these 7 enchanting and sublime-level customer support pointers to enhance it.
1. Hear Your Customers Out:
Firstly, why does a customer connect with customer support? The most possible reasons are when they are angry, upset, or might have some confusion. So, this is the time when you either gain the customer or lose it. In addition, in such cases, the “automated chatbot answers” do not create the right impact.
Therefore, when a customer comes to you “HEAR THEM”. This is the ultimate first rule of customer satisfaction so; “to gain one customer, invest your time”
2. Offers Solution And Not Just Bluff:
When a customer approaches your company and buys your product or services, the “customer support and satisfaction” comes as complimentary. So, the company could not deny serving it whenever the customer needs it.
At times, the support system does not offer the solution vividly and just bluffs for instance; asking the customer to call other departments or keeps on asking the same information over and over again. This certainly pisses the customer off.
So how to cope with that? When you have listened to your client try to solve the problem during the call with a business phone solution. And do not ask the customer to approach someone else. Also, offer them the exact solution for customer satisfaction.
Also read: Automatic Customer Support Chatbot In 1 Minute
3. Use Technology:
This is 2020, and you might be surprised to see the technology on this list, ain’t you? Then hold on because here you would know how to use technology to boost customer support.
Without a doubt, technology is our best friend when it comes to upgrading and upscaling. Then why don’t we enhance customer satisfaction with technology?
In earlier days, the medium to lodge a complaint was post office letters or the customer had to visit the department. Later on, the technology upgraded and switched to call support using a VoIP phone system, which certainly made it easier for the customers.
SO, WHAT’S NOW?
This era is of Video Chat Support and here is an example by Botsify who has planned to serve their customers the finest of all. The organization’s tagline for it is:
“Improve your customer support and satisfaction rate by engaging them visually”
To know more about it: SCROLL DOWN A BIT!
4. Try Not To Script Your Answer:
The scripted or automated answers are not appreciated by the customers because in the first place they are already upset or pissed. And when you keep on sending the same thing over and over again it makes you lose the client. So, the tip is to listen to them at the moment and answer the query accordingly.
5. Keep The Details Easily Understandable:
Most of the customers get irritated when they have to explain their details such as; DOB, mother/father name, area, CNIC number, and more. It is understandable that these data are important but the company surely has these already.
Also, keep all the details handy and do not ask the problem of the customer over and over again.
6. Deliver On Promises:
One of the best ways to enhance customer support is to deliver on time. Because when you promise the customer to deliver, then subconsciously it waits for it. And when you fail to meet the deadline you lose your client.
“Make a promise with certainty”
7. Aware Customers About The Future Action:
At times, the query of the customers cannot be solved instantly and requires a few hours or sometimes, some days too. In this situation, it is mandatory for the executive to inform the customers about the delay in their solution.
“Note, every single case could bring something new from which to learn. Act on them, take notes and keep learning so that you are prepared even better next time”
The Benefits Of Customer Support:
Successful businesses do tend to provide a high level of customer service which results in high customer satisfaction.
Also, there are a lot of benefits of the customer support out of which four main are as under;
1. Increased Sales:
When the company provides a high and sublime level of customer satisfaction, it is certain that there would be an increase in the purchase of products or services. However, an increase in sales is ultimately directed to the prosperity of the company.
2. Gains Customer Loyalty:
This is seen many times that when you gain the trust of the customer they become your “loyal customers”. Also, it is more likely to be seen that they recommend their friends or family about the company’s product or services.
3. Enhanced Public Image:
Without a doubt, when you gain many loyal customers and they appreciate your products over numerous platforms. Therefore, it results in an enhanced public image which is beneficial for the company.
4. Efficient And Effective Workforce:
The satisfied customers help create a positive working environment and the workforce becomes more effective and efficient than yesterday.
How Botsify Enhances Customer Support For Their Clients?
Botsify aims to provide the finest of customer satisfaction and for that, the company has depicted the sketch of a few of the best pointers to provide customer support. Also, the company has used technology to the fullest.
1. Website Chatbot:
The next pointer that the company takes to cater to the needs of the customers is a website chatbot. The website chatbot that is integrated into the site replies to the customers instantly and solves their problems instantly.
Also, the chatbot can be in many languages. This depends on our preference.
2. One-on-One Call:
Many users do not feel comfortable with the chatbot or with video calls either, so to cater to the problems of such users, Botsify has one-on-one call support. It is free! Just call and get your query resolved.
Generate More Leads With Website & Messenger Chatbots
Gather quality leads on autopilot and 10x your ROI with automated chats
Bottom Line:
As long as you run the company the chain of customers will never end. It is an ongoing task and will end only when you plan to shut down the organization. Therefore, take quality measures to enhance customer support and plan your strategy to provide customer satisfaction.
