For any business, large or small, quality customer support is a necessity. Product development and advertising your product / service are successful business needs, true. But making sure customer concerns are addressed is an important aspect as well and goes hand in hand with the former.
This is why it's important to make sure your customer support team and your support strategy are in good shape. Take a look at these pointers of customer support done right:
Offer More Than One Channel for Your Support
Aside from the phone or mobile number you provide, it's important to have another platform they can reach you with. If the only channel you provide isn't available or working properly, you won't have a back-up plan that customers can run to.
Personal messages via your social media accounts and email are great ways to make your business more accessible. It's better to have at least two platforms and have them handled by people who know how to use them properly.
There's a big chance that your customer's concern may be a common one. “Do you ship internationally?” or “Is this returnable / refundable?” are common questions especially for commerce sites.
By providing a frequently asked questions section to your site or page, you make things more convenient for the customer. They don't have to await a reply anymore. You also allow your customer support staff to focus on non-FAQ matters such as faulty products or less-than-ideal service.
Empower Your Support Team
Make sure your team doesn't have to rely on processes in which they have to go through approval all the time. While making sure it's approved first is ideal, your staff won't always have time on their side. Their customer may be in a rush, or the matter may be an emergency and approval may be taking too long and compromise the customer.
If the matter in question is a time-sensitive one, then your staff should be able to act upon the concern as soon as possible, without requiring an approval process. Provided, of course, that it's in the interest of the customer and that the staff are well-trained enough to make appropriate judgments.
Effective support isn't as simple as taking messages and telling your customer to try turning it off and on again. It's also not just about placating your customers, either. It's an opportunity for your business to form a good relationships with your customers as well as a good place to get tips for improvement.
Whether you're using email customer support , chat support, or the comments section of your posts for support concerns, it all requires well-trained staff to handle the task efficiently. This is for the benefit of both you and your customers.
You don't even have to hire new employees to achieve this. If that's a concern, you'll be glad to know that there is a more cost-friendly solution. By outsourcing your customer support needs, you're ensuring effective addressing of concerns in the most start-up-friendly way.