Sanjay K
Customer support is one of the most important points of contact with your customers. Use these tactics to improve an overall customer support strategy and move toward higher customer satisfaction. - https://www.glowtouch.com/ways-to-improve-customer-support/
Customer support is one of the most important points of contact with your customers. Use these 3 tactics to leave a strong impression — and save money.
Of all customer service channels, live chat has the highest satisfaction levels.
And there’s a simple reason why — live chat is, well, live. It allows your support team to meet your customers at their exact moment of need. It’s instant. And it lets users interact where they are, right on their screen. No Googling for contact information. No crafting elaborate emails to start a conversation. No digging through site pages for a phone number. All it takes for customers be heard is to type two letters in a chat box: “hi.” And it saves headaches and costs too. Chat gives your support representatives the ability to easily document questions, usage habits and other important pieces of data that result from every interaction. Over time, it makes life easier when it comes to spotting patterns, conducting root-cause analyses and saving money by solving the root challenges. A win-win for you and your customers.
Social media is widely considered the digital listening, with the vast majority of U.S. adults using at least one social network:
This trend has increased exponentially, with social sharing via mobile climbing reaching more than 72 percent. Customers are on social, and through social they share everything. Having your support team monitoring and engaging via social is extremely important when it comes to building a positive brand perception. Incorporating social media monitoring tools into a customer support strategy can allow your support team to engage with your customers soon after they share, which can be especially useful if a customer is sharing a story about a bad experience. The engagement (at least at the beginning) is public, generating a positive perception from those who observe the interaction. Research your customers and learn where they share, then engage with them on those channels.
CRM programs like Microsoft Access, Salesforce.com, and Oracle all compile important customer information that can help a brand support team identify an issue faster. They help create a system of organization that allows your support team to reference the customer personally, look at past issues and monitor the overall customer relationship. With this history, the support team will have some context when dealing with new issues and be able to provide the customer with solutions that are reflective of their customer history. Again, it’s about the customer. Any software that allows a support team to know the customer better will inherently lead to a more satisfied customer.
Brands exist to solve problems. App conceptualization, planning, and deployment all should center on customer need and the problems the brand itself is trying to solve. Customer support is no different. It should be considered a natural pillar in building the brand, both because its very nature is geared around solving specific problems and because it allows the brand to connect with the customer in a personal way. Digital engagement allows brands to provide and improve customer support in a way that should not include phone trees and waiting on hold. Companies that understand this will separate themselves as quality service providers.
At GlowTouch, we bring an innovative approach to customer technical support. We can not only bring cost-saving efficiencies to your customer support, we can turn your support center into a profit center — all while guaranteeing customer satisfaction. Learn why our clients see 250 percent ROI from our customer support services.
Did you know that more than two-thirds (68%) of large consumer products companies are currently outsourcing some portion of their workforce? Yet there isn’t always a clear path in terms of what percent of your business should be insourced vs outsourced.
Customer Service via Chat - Take a look at this infographic to find out why so many companies are incorporating chat into their customer experience plan.
GlowTouch Technologies is a global customer care right sourcing organization that puts people first. Whether you are ready to economically scale your care operations or seamlessly integrate custome...
