Different companies emphasize different things. Some are really proud of the quality of their products. Others put a lot of emphasis on giving you value for your money. Some of them can be found in those lists of the 100 best companies to work for because they have a great company culture. And yet others provide friendly, efficient customer support to anyone who’s ever bought their products. It all depends on exactly what you want to emphasize as a part of your company image and brand.
However, the fact is that customers will keep coming back to you if you give them the type of support that they need. This can include information that they’re missing or product replacement, if something went wrong with their purchase. It might also refer to being able to reach a customer service representative at any time. Or it can mean getting their problem solved in a jiffy.
No matter how you choose to help your customer, they’re going to appreciate you for it. And when it comes to choosing between your product and someone else’s, they’ll definitely gravitate towards you. So if this is the type of company image you’re trying to create for your business, keep the following customer support tips in mind:
The reason why people usually call or email customer support is because they’re missing information. Sometimes, you can just provide them this information via FAQs, thus saving them time and money. If they can just look up your website and find the solution to their problem in your FAQs, they don’t have to pick up the phone, explain what their problem is, possibly wait in a queue and use up 15 minutes to half an hour of their time. They can just read the answers they need. This is an efficient and useful way of giving your customers the support they want.
In order to compile good FAQs, you have to keep track of what customers generally ask you. Survey your customer reps and find out what types of problems people usually have. If you see the same questions popping up again and again, over the phone or on email, then those need to be addressed on your website.
Everyone’s looking for someone to listen to their problems. Your customer service might be very efficient but if your representatives aren’t very friendly, you’re not providing the type of customer support that people want.
When it comes to phone calls, a customer service representative needs to listen to what the other person is trying to say. Don’t cut them short even if you know what their problem is. Let them finish what they’re trying to say. It might take a little more time but your customer will be far more satisfied.
When you’re doing this over email, you need to begin with an apology, whether you think it was the company’s fault or not. If you don’t think it was your fault, you can still start out by saying, “We’re so sorry that you had this problem and we’ll do our best to make sure it doesn’t recur.” This lets the person know that you’re concerned about them. They get the feeling that you care about their experiences.
The rest of the email can also be written in a friendly tone, rather than a formal one. Keep your paragraphs short and don’t use big words. Don’t be condescending; be sympathetic. And no matter what you do, be clear. All the sympathy in the world isn’t going to help you out if you’re not giving people the answers they want to hear.
Getting a customer support software can help you to keep track of the different ways of supporting your customer over the internet. With people moving faster and faster towards digital means of communication, it’s quite possible that email support is going to be more valuable to your company in the future than phone support. And if you can have all the different ways of supporting your customer organized at your fingertips, then you’re already 90% of the way towards a happy customer base.
Learn more about Snappy Customer Support.