Your customer support experience will have a profound impact on their opinion of your company. You can do many things to make this experience better for your customers. The first thing you can do is recognize patterns and reoccurring complaints. This will make it easier for your customer support agents to resolve customer issues more effectively. Then, you should practice saying ‘yes’ and providing better alternatives whenever possible. In other words, make every promise you make to your customers a reality. Backtracking on promises will only cause more frustration for your customers.
In addition to improving first response times, you should also make it easy for your customers to reach the right representative. Fast response times are critical, with 71% of younger consumers saying that they would be satisfied if the company responded to their inquiries within an hour. A good customer experience builds trust and keeps your customers from switching to competitors. The same applies for phone calls. If your customer support staff can personalize each call, it will improve the experience for all parties.
Your customer support representatives can create a bad experience if they are not equipped with the latest technology and know-how. In fact, without proper technical support, they will stumble over their tasks and create a negative customer experience. To make this experience better, empower them with an internal knowledge base with product guides, troubleshooting guides, and price charts. Your customers will thank you for it. The customer support experience can be better than you thought.
While your customer support agents need to be knowledgeable, they also need to build rapport with customers. Without rapport, even the most knowledgeable technical staff cannot help customers in trouble. They need to go into the “awkward place” and make the case for customer care. That means that they must learn how to be human and relate to the needs of their customers. The key is to make the customer feel that their problem is important to you and that the support team is there to help.
Good customer support agents should be personable and quick. It’s a proven fact that customers do not like to wait long for support. They should always answer questions in a timely manner and should go above and beyond to help them. In addition, they should provide unexpected help to resolve the problem. In short, they should go above and beyond to give their customers the best customer experience. If their service is lacking in these aspects, their product will be less popular and their business will never be successful.
The next step in improving your customer support experience is to empower your customer service representatives. They should be able to spend some time with each customer, and they should be empowered to entertain them as necessary. You should also empower them to take a moment to send flowers, which will go a long way in improving their customer experience. The more you can make your customer support team more efficient and productive, the better the customer support experience will be. And remember that a satisfied customer is an informed customer.