How do you build a support service that is efficient and effective? How can you make your support service more valuable and helpful for your customers?
This guide will help you discover the top five tips to achieve this goal.
Any business offering technology-related products or services must have technical support. No matter how good your solution is, if customers cannot access qualified technical support and are instead sent some to this knowledge base, it does not matter what.
This will lead to a poor customer experience that can even result in your business being closed down. You must take all necessary steps to create a support service that is world-class and can resolve any customer issues quickly and efficiently.
What are the most important things to do to reach this goal? These are the five most crucial:
- Multiple channels of communication are possible
- Get immediate help
- Get feedback
- Thank your customers and follow-up
- Do not send them self-help material
Let’s take a look at each point in more detail.
Multichannel communication is possible
It is a huge mistake to only use one channel for communication. It’s sad to see some of the largest and most well-known companies only use one or two channels of communication. Some of the most well-known web hosting companies offer support by phone only, which can be irritating for many customers.
Do not make the same mistake. As many support channels as you can: email, Skype, and phone. This will make it easier for customers to get support and improve their satisfaction with your service.
Get Help Now
This is right. Not instant help, but quick. Customers’ needs are met by a world-class support team as soon as they are received. If you have live chat, respond to customers immediately after they send their first message. You can provide phone support, but don’t let them wait. Accept their calls immediately.
If you don’t collect feedback from every customer when a support ticket has been closed, constant improvement in your support service is impossible. This helps you identify areas that need improvement. It also shows that you care about your customers and that they are important to you.
Make sure to follow up and say thank you
Your work does not end when a ticket has been closed. Follow up with your customers to ask how they are doing and if they have any questions. Also, thank them for using your support services and let them know that you appreciate them. This will improve the customer experience and increase satisfaction with your company.
Do not send them self-help materials
The following scenario is possible: You contact a support team with a problem you are having. The support service responds and provides a link to their knowledge base. Then, what support is required? Why do we need to seek technical support? All the answers can be found in the knowledge database.
Support is not for self-help material referrals. They do it to seek help from support staff and not spend hours looking for the answer in the knowledge base. You can also stop sending self-help links to people and give them detailed answers.
Without a high-quality technical support service, no business dealing with technology can be successful. Your company should not be any exception. It is your responsibility to ensure that your customers get prompt and qualified help if you want your business to remain competitive.
It’s a good idea to gather feedback after each ticket is closed. Follow up on each one and thank customers who have contacted your support team. You can also outsource technical support to us, we offer dedicated support services for clients all over the world. All of these options will enable you to build world-class technical support services that your clients will love.