This blog is the second in a series – which explores Customer Support! In Part One, we discussed in depth what customer support is and why companies do well to prioritize it.
In our second post, we explore the importance for a business to attract as many potential customers as possible, but it’s equally as important to ensure that you retain your existing customers as well, so that they might continue to reap the benefits of returning to your services when needed.
Here at Mas Callnet, we have put together a list of some great ways for businesses to offer customer support:
Top Tips for Providing 24X7 Customer Support
Providing customer support is a true art form and one of the best ways to increase loyalty from your customers and improve the overall experience. The art of providing customer support involves establishing techniques that work for you and your company as well as being consistent in delivering quality services.
Here are some of the top tips:
Customers hate being put on hold, and they hate calling in only to be told to wait for the next available customer service agent. These feelings are amplified when the customer contacts a business for a simple, straightforward question and is then forced to navigate through a system of automated voice prompts and telephone trees. Offering self-service options like live chat and email support is a great way to reduce customer wait times and improve customer satisfaction.
Although the term “self-service” is widely used today, it’s important to understand that the term is often misused. Self-service support options are not intended to replace or compete with live customer support. Instead, it is a way to offer a convenient, simple way for customers to resolve their questions, problems, and concerns.
In the 90s, technology was deployed with a one-way perspective – while it was going to improve the business’ bottom line, it was not considered how customers would react to using it. Today it is essential to have a more open communication structure such as through chatbots that take some of the load off agents by providing customers with 24-hour services based on their needs.
Make sure that your policies are clear and concise.
What happens when your company’s policies aren’t clear? If you’re like most businesses, you experience more frustration than you should. When a company’s policies aren’t clear to customers, it can make it difficult to get the support that you need. What’s worse, it can lead to a misunderstanding of your policies altogether.
Your customers should be able to understand what is required of them when they contact you, and your policies should be written in a clear and easy-to-understand language.
In addition, keep your customer service policies up to date. As technology changes, so do your policies related to customer support. Keep your policies current and relevant, and make sure that you are always using the latest technologies to improve your customer experience.
Always answer your customers’ questions politely and thoroughly.
The main thing to remember is to always be polite when answering questions, no matter how repetitive or obnoxious. Remember that these are your customers and it’s your job to make them happy. Even if they are rude or unreasonable, keep your cool and respond professionally.
Just remember that your customers will often ask the same questions, so it’s important to write down the answers and have them readily available. Do not give them short or incomplete answers, and do not try to rush them. Give them the time they need to ask their questions properly.
Be Available for Your Customers 24/7
24/7 support. That is something every company dreams of and strives for. But not every company can do it. It all comes down to money, resources, and time. But what if you have a small company? Maybe you don’t have the funds to hire a full-time support person, but you still want to provide your customers with the kind of support that makes them feel like they are being taken care of. That’s where the 24/7 mantra comes into play.
Mas Callnet customer support offers around-the-clock assistance and is always available to help you with whatever issues or questions you may have. We offer multilingual customer support that is available 24/7 / 365 for all our clients.
Offer refunds or replacements, as needed.
One of the most important parts of any customer support is making sure your customers are happy. If you have a refund or replacement policy, make sure you follow it. If you don’t have a refund or replacement policy, you might want to consider implementing one. A refund or replacement policy can be a great way to build trust with your customers, and it can also help you out when customers make a return.
Make sure your refund or replacement policy is clearly stated on your website. If you have a physical location, make sure your return policy is stated at the store.
Ensure your customers’ information is always secure.
Your customer’s information is a valuable asset to both you and the individuals whose data you are safeguarding, which is why it’s important to maintain their personal information securely.
Security breaches of customer data may cause you to lose their trust if not taken care of promptly. Data security is of utmost importance and should be tightly monitored and secured for the customer’s peace of mind and protection.
We are dedicated to upholding our data security by staying compliant with the newest standards and guidelines. We take our security very seriously to protect you and your data. Among these measures, we hold ISO:27001 certification.
Treat your customers as you would like to be treated yourself and give them the attention and care they deserve.
When you can put yourself in their shoes, you will be better able to understand how they are feeling and what they need.
Once you have provided quality customer service, your customers must get feedback from others who have had a positive experience with your services so that they can benefit from this information going forwards. This will ensure that your company continues to satisfy its customers and improves relations across all parties.
Customer Support Stats That You Should Know
- Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. – Microsoft
- If a company’s customer service is normally excellent, 78% of consumers will do business with them again after a mistake.- Salesforce Research
- Companies that excel at customer experience delivery have revenues 4% to 8% higher than the rest of their market. Bain & Co
- 68% of customers say they will pay more for products and services from brands known to offer good customer service. HubSpot
- 70% of the customer’s journey is based on how they feel treated. McKinsey
We hope you enjoyed our article about providing 24/7 Customer Support. Now that you have some new tips, feel free to share this article with your social media so that it can help others who are interested in providing 24/7 customer support as well. If you would like more information on anything to do with customer support, please contact us anytime at +91 9643303884. We are always happy to provide information on this topic and more. Thank you for reading and have a great day!