Edwin Deponte takes over our blog this month to discuss the website customer support system improvements. Thanks Edwin!
It is no great secret that customers and clients always love good products and services most of the time. However, when things get a little too difficult, all they want is for a competent and high-quality customer support service.
There are a lot of ways in order for you to give your customers a superb support system that they need. For instance, you can use applications that promote support or have software like Kansas City’s Microsoft Dynamics CRM since more and more softwares are used to improve a company’s customer support system.
If you want to make your customer service the best, then here are some of the things that may help you achieve it.
Always hear your customers out
Customers use and contacts customer support for a reason: that is for them to be heard – whether they may be upset, disappointed, or needs help about something in your company’s services that they want to be addressed immediately. With this being said, always make it a point that you hear your customers out. No, they don’t want automated answers or scripted dialogues from you. Instead, they want to hear your side as to why they are experiencing difficulties or malfunctions from your company. By reacting nicely and honestly to their issues, they will trust you and your company that the issue that they are currently locked up to will be properly taken care of in no time. Remember that they want you to give them solutions and not reasons.
Give proper solutions, not unsolicited reactions
When a customer purchases and chooses your products or services, it only means that they trust you and your company more than your competitors. In addition, it also means that they have chosen your customer service experience and they are assured that you will give them a competent and high-quality service.
With this in mind, when they call you and asks for help and gives complaints about your product or services, never give them unsolicited reactions that will not solve the issue. Instead, explain to them thoroughly as to why they are going through that issue and then give solutions that will resolve it as soon as possible. By doing this, you are strengthening their trust in your brand, which in turn, makes them loyal to you as you are giving them the quality service that they paid for.
Take advantage of technology and use it wisely
It is with no doubt that technology is indeed everyone’s best friend in this time and age. In fact, more and more companies use technology to deliver their product and services to their customers. Sadly, some companies use this to make things easier from their end – not on the customer’s side.
With this being said, always use technology to your company’s advantage. For instance, make use of applications that most of your customers use such as:
- Live video chat
- Screen sharing
- Branded links
- Apps that provide support
- Social Media
By using this, you are ensured that you are reaching out to your customers effectively, and at the same time, efficiently. As a result, you are not only delivering superb customer service, hence, you are also making your company the best among others.
Avoid giving scripted answers to your customers
One of the most common mistakes that customer service supports are doing is giving scripted answers or automated responses. Always remember that your customers want an active and a real participant in their problem-solving phase, not a robot or AI. As a matter of fact, customers don’t like and appreciate the mere fact that companies use this kind of technique, most especially when they are having difficulties and giving complaints about the product or service they purchased.
To avoid doing this, here are some tips that may help you when in this kind of situation:
- Always be clear when you talk to your customer/s
- Articulate properly
- Use passive tones when talking with your customers
- Stay friendly and enthusiastic with them
Moreover, try offering or doing something helpful to them. This will definitely make your customers’ experience more fun and enjoyable.
A customer support system is indeed one of the hardest and most challenging departments in a company. However, following these tips will ensure that you will be delivering high-quality support to your customers always.
Source of Featured Image: Envato.com
Edwin Deponte is a motivational writer who is also passionate about Social Marketing. He believes in others’ abilities and tends to bring out people’s hidden potentials through his words of inspirations and motivational articles.