9 Tips for Delivering Great Customer Service and Support

Now let's look at how your business can provide top-notch customer service and support.

Use customer support software which contains an efficient knowledge base, ticketing system and Live chat. Minimal cost to enhance customer experience.BClinked 

Rapid deployment, simple enough but effective customer support system


1. Define your philosophy and processes

Your general approach to customer service - as well as your specific policy to customer support - should be unified. Without a unified approach, you'll create confusion and inconsistency throughout your customer service delivery process.

Start by defining your customer service principles and philosophy. This will reflect the values you want to guide your company in every customer service interaction, such as speed, accessibility, and proactivity.

You can also create a customer service manual that outlines standard processes and best practices for your team. This will include instructions for reporting errors and bugs, how and when to create support content, and a protocol for recording customer feedback.

2. Provide your agents with the tools they need

Equipping your team with the right tools frees up their time to serve and support your customers.

Quality support tools make life easier for customers and agents. They also give the impression that you're running a professional, rounded operation.

For example, providing omnichannel customer service to your customers means they can contact you through whatever channel works best for them - whether it's live chat, social media, in-app messaging, phone or email: the

Customer profiles build a rich picture of each customer based on their interactions with your business across channels. This gives any agent who contacts a customer an immediate view of that customer's history and needs.

The agent can resolve the customer's issue faster without the customer repeating their problem to different agents.

3. Clear communication

Clarity is key when talking to customers. Unclear communication can lead to confusion and avoidable mistakes, undermining customer confidence in your brand.

To minimize miscommunication, remove technical jargon and industry slang from your messaging, use as many simple words as you can, and don't overwhelm customers with too much information at once.

Another important part of clear communication is transparency. If a customer asks a question and you're unsure what the answer is, let them know you're not sure and that you'll get back to them as soon as you find the solution.

4. Use positive language

You not only want your customers to understand your explanations and clarifications, but you also want them to feel personally supported and motivated to achieve what they want.

Positive language needs to be solution-oriented, not problem oriented.

For example, a customer is experiencing a problem with an online training video that cannot be accessed due to a technical glitch.

A negative response to this complaint might be.

"I'm really sorry about that! Unfortunately, we don't know what the problem is at this time."

And a positive response would be.

"I'm really sorry about that! Thank you for the heads up. We'll look into it immediately and let you know when it's fixed."

5. End the conversation right

As many as 91% of dissatisfied customers will walk away without a complaint.

That's why your customer service and support teams must bring all customer interactions to a clear resolution. If you don't make sure your customers are happy with the exchange, you can't tell if they have a good experience.

When conversations with customers seem too slow, you should always ask if there is anything else you can do to help. This signals to the customer that you care about getting to the bottom of their problem and are happy to take the time they need.

Once the customer says they are ready and have no more questions, you can safely end the conversation because the customer is satisfied with the interaction.

6. Prioritize first contact issues

Whether seeking customer service or support, customers want to resolve their issues once and for all. Up to 67% of customer churn can be avoided if the problem is fixed the first time it arises.

This means you should make first contact resolution (or first call resolution) a priority.

7. Save time with response templates

Your service and support team will often encounter customer issues.

Creating a set of saved responses (which your agents can customize as needed) is one way to ensure a quick and consistent response to common questions.

8. Practice empathy and build rapport

Making your customers feel heard and understood means meeting their needs.

Remembering this is especially important for customer support agents. Customers who contact support often feel stressed and frustrated, even when the problems they encounter are easy to solve. Instead of diving headfirst into solving a technical issue, support agents need to take the time to show empathy for the customer's unique situation (even if it's the eighth time they've solved the same problem today!).

Likewise, building rapport with customers - addressing them personally, asking about their business, expressing excitement about their plans - goes a long way toward creating a human-centred customer experience.

9. Engage other teams in customer service

One effective way to build a customer-centric strategy and culture throughout your organization is to involve all employees in front-line customer service and support-customer service teamwork.

Use customer support software which contains an efficient knowledge base, ticketing system and Live chat. Minimal cost to enhance customer experience.BClinked 

Rapid deployment, simple enough but effective customer support system