2021 Customer Support Best Practices — Tips to Win Over Customers with World-Class Support
Today’s consumers expect you to not only know their unique needs but also meet their ever-evolving expectations.
- 90% of customers would base their purchasing decisions on customer service quality.
- 58% of consumers won’t think twice about switching allegiances after a poor experience.
You can still make customer support your unique brand differentiator.
It’s more cost-effective than investing in new customers. This post discusses some of the best-proven tips for customer-winning support strategies that are relevant in today’s highly demanding consumer markets.
- Improve Accessibility for Support
Many customers reaching out to customer support often do it out of frustration. When support is proving too hard to get, this compounds the situation.
One of the first things you want to do to improve support is to make it easily accessible. These can include reducing the wait time for calls, responding to queries fast, and offering support for customers across a variety of platforms.
- Personalize Customer Support
We are in the age of personalization. One easy trick to win over customers in this era is to treat them like they’re one in a million.
The key thing here is to collect and organize as much data as you can obtain from your customers in relation to your products and services. This makes it easy for support teams and agents to track customer preferences and entire history for more personalized support services.
- Improve Speed and Responsiveness
A lot of customers already feel like the feedback they provide will amount to nothing. Actually following up and acting on feedback is a great way to surprise them. But acting on feedback is not everything; you need to be pretty fast at providing responses and support.
According to Zendesk’s 2020 Customer Experience Trends Report, 60% of customers dread long hold and wait times as the most frustrating aspect of customer experience for them. So, it’s not enough to support your customers, but support should also be fast and responsive enough.
- Offer Customer-centric Support
Many companies like to jump on trends and some only create goals they don’t actually follow through. Most companies like this only have customer support teams for the sake of having it.
Your team should be focused entirely on providing genuine support for your customers.
Customer support teams should be made to work in line with your company’s clearly defined customer experience and support goals. Customers are the lifeblood of any business so it makes sense that they are the main focus of your business.
- Adequate Product Knowledge
Does your support team have adequate knowledge of your products and services? If not, how can they effectively troubleshoot for your customers?
Whether you’re outsourcing customer support or maintaining an in-house team, the support team should have a robust knowledge of your product’s features, benefits, workings, and everything in between. Not only will this help them in helping your customers when things go wrong but also to help customers get the best out of whatever you’re offering.
The modern consumer has set the bar incredibly high for customer experience.
To ensure an all-around positive experience, customer support must be top-notch and highly consistent. While services and support vary across industries, the tips above are some of the core strategies every support team will need to deliver top-notch support for customers in any industry.
At One Contact Center (OCC) we prioritize customer support because of its incredible influence on customer acquisition, brand loyalty, and customer retention. And because we’re experts at this, our clients can reap the results in the form of highly positive customer experiences that boost their profits and bottom line, even in today’s highly demanding consumer markets.
If you’re keen on boosting your customer experience with reliable support services, please, contact us today. We’ll be more than happy to help.