When you think of the value of good customer support, it’s hard to imagine a service without this aspect. After all, customer service is a key component of a value chain. A well-performed customer service is critical to increasing revenue. But how do you define customer service? Let’s take a look at a few definitions. Hopefully, you’ll find one that fits your business. Until then, keep reading for more helpful tips!
In the old days, customer support consisted of a support ticket, which the customer would open once they had a problem. Now, support operations must set up customers for success. Rather than closing support tickets and ignoring them, modern support operations must encourage customers to check boxes that will help them solve the problem. And while technology should support humans, it can’t replace the human touch when solving problems that need to be solved. Here are five of the most important reasons to hire a customer support agent today.
Customer support dates back to when humans began trading. At its core, it’s about satisfying customer needs. In other words, great customer support encourages loyalty and good word-of-mouth. As time has passed, customer support methods have changed to meet the demands of a diverse customer base. To succeed in the new era, companies must differentiate themselves with exceptional service. These companies have recognized the ROI of great support and treat it as a core feature.
A customer support agent must build a strong rapport with customers. Not all customers are willing to listen to suggestions from support agents, so the customer must feel that the agent cares about their problems. Using the threat of a larger problem can be a strong argument. A good customer support agent can prevent a customer issue from getting worse before it even reaches a critical point. While speed is essential, great customer service wins out over speed every time.
While customer support can sometimes take a back seat to customer service, there are many benefits to it. A well-designed customer support agent will make up for poor customer support with exceptional service. Good agents will be compassionate, knowledgeable, and empathetic, and will address a customer’s unique situation with sensitivity and care. The job of a customer support agent is to solve a customer’s problem, not to beg for money.
As a general rule, customer support agents need to keep a database of common issues and frequently asked questions. By providing proactive customer support, customers will experience less need for support. Automated emails with FAQ links and explainer videos will help reduce the need for proactive customer support. Reactive support, on the other hand, happens only when a customer contacts a support agent. Because this approach can’t prevent issues before they start, anticipatory customer support is the best option in most situations.
A great customer support team also has the ability to elevate the voice of the customer throughout the business. Customer support leaders should be involved in strategic decision-making within their company. Their experience talking to customers every day is invaluable, and they know how to use tools to gather this data. This makes them a vital part of a company’s success. When you want to differentiate yourself from competitors, be sure to invest in customer support. You’ll be glad you did!