A good customer support system is key to every successful business.
We've gathered six tips on how to make your customer support system good or even better:
1. Knowledge is power
It’s simple: know your product and know it well. Deep knowledge of your product is the most important quality you might have as a support system member. Knowing your product well will help you to resolve issues quickly, guide your customers into the right places, assist them with the necessary information, and work on the improvements of the product with your team.
2. What you do, you do quickly
Do you value your time? Well, your customers value it too. It’s crucial for every support conversation to respond quickly to the incoming request. Responding doesn’t mean solving so you can take your time to resolve the issue but being quick at the very start will help you to maintain a conversation in a good shape. Customers don’t see a queue of conversations support that agents see and they will still try to resolve the issue by themselves so you should walk towards them and at least let them know you will get to them as soon as possible.
3. Failure is impossible
A positive approach is crucial. You should remember that any case can be solved - this or that way - but it can be. It is also important to spread a positive approach to your customers by convincing them that the case will be solved and they will receive as much help as they need. You can also try and use some simple jokes or emojis to keep the conversation in a friendly shape but be aware and don’t cross the line of unprofessionalism.
4. ‘I can do it by myself, thanks’
Sometimes customers aren’t looking for an agent who can fix something for them - they are looking for an agent who can guide them into fixing the issue by themselves. If such desire is shown, you don’t need to do everything on your own - just provide the tools and the information to the customer and let them help themselves. Sometimes it’s better to observe from the distance and be nearby to correct them if needed.
5. ‘Are you even listening?’
Well, you should be. Attention is everything. Make sure your customers are heard and you hear everything the tell you: their issues, fears, satisfaction, reviews, suggestions. Don’t get too involved, don’t show them you know what they are going to sit, let them finish, and speak then. Ask for clarification or confirmation if something is unclear and be gentle while the whole conversation.
6. ‘We’ll get back to you someday somehow...’
Get rid of this phrase, keep every promise you make, and only make promises you can keep. Don’t let your customers down by losing their respect and trust. If you are setting up a time frame - stick to it. If you say something is going to be done - make sure it will be. If something goes completely wrong with a product or support delivery, offer a refund, discount, some kind of a gift that will improve the situation. You may lose something in the short-term but nothing costs more than respect and trust.
Creating a good customer support system or improving a current one is a difficult task. No one knows what exactly will help you until you try it. But some things are certain: be professionals and respect your customers by treating them with kindness, the right tools, and an active approach. And you’ll do just fine, we promise.