4 Facts Why a Customer Support is the Backbone of Business

Customer service support are company services that provide assistance to customers in increasing customer satisfaction and fuster solid business relationships. Customer support teams are ever ready to help customers with their products or services  related issues any means possible, technical support or live chat that directly contact their customers.

As a consumer, it is certainly a delight when a company acknowledges that their services don’t end when products are sold. They need to extend help with business related even it means long time in resolving issues. You may contact customer support agents for any issue that you may encounter with your product or service through these different channels:

  • Phone calls or texts
  • Email exchange
  • Social media
  • Website live chat

Great customer support assists customers with their proficient technical skills and relevant knowledge base competence. A well-established company often employs high quality customer service support that extends the reputation of its brand identity.

Memorable Experience with Friendly Staff Equals Brand Loyalty

Good support teams listen to the customers’ concerns, but better customer agents tend to beyond their ways to accommodate having a smooth customer experience and increase customer satisfaction.

“Friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand, for 73% of customers.” – Harris Interactive

Another survey led by Microsoft shows that about one in three people (30%) say the most important aspect of customer service is speaking with a knowledgeable and friendly agent.

Chat assistance must evoke an amiable tone and right attitude even if the other end is fuming with emotions. Situations like these are normal in a people-facing industry. Hence, be careful of your choice of words when in chat. They need to hear how you can provide help, not that they are a cumbersome person to deal with.

Be wary of the term you will use. Some may not have the same technical skills as you. If you need to explain elaborate instructions to help them navigate through your product, use layman terms for better assistance.

Drive-up Your Revenues With Excellent Service and Customer Support

If you are on the fence about buying a product and you are new to a certain industry, how do you usually gauge the reputation of the business you are dealing with when you do not have a history of transacting with them?

Companies that excel at the customer experience drive revenues 4% to 8% higher than those of their market. – Bain

One may wonder, what’s the big deal with setting up dedicated customer support teams? When often customers can just email their issues or have their concerns raised in different means, e.g. Facebook, Twitter.

Aside from delivering amazing products and services, how well do you assist customers? Have you taken account of customer satisfaction? According to Bain, there are 5 essential questions that you assess as to how great customer service you have:

Top 5 Questions to ask to Create a Customer Experience That Truly Delights

 

  1. What do we want to stand for in the eyes of our customers?
  2. Which actions will have the greatest effect on our target customers?
  3. How can customer feedback promote learning and behavior change?
  4. What aspects of their experience would our customers want to change?
  5. How can we anticipate and mitigate risks in order to sustain the change?

Customer experience is one way of gauging the likelihood of customer service agents supporting customers. Service agents need to be constantly vigilant in providing help with their technical skills and use the right manner in delivering the message.

Create a new Customer Base with Stellar Customer Service Support Reviews

Customer service reviews are a reflection of the customer experiences on how customer-centric a company is. They make sure that any issue that may arise about their products and services

88% of consumers are influenced by online customer service reviews when making a buying decision.

– Dimensional Research

But what are the key indicators to look out for to gain 5-star reviews? According to a study, survey participants who had indicated they had a good customer service experience were asked what specifically made that experience good. Check their top answers below.

The problem was resolved quickly (69%)

The person who helped me was nice (65%)

The problem was resolved in one interaction - no passing around multiple people (63%)

The outcome was what I was originally hoping for when I contacted customer service (47%)

Nothing beats a hasty solution to the problem with an amiable person to deal quickly with. Beating around the bush just wastes everyone’s time and magnifying how such a company is not prepared enough to handle such issues.

Their Presence is the Foundation of Business Longevity

Aside from amassing, customer retention will sustain business viability. Support agents reassures and assists customers even in aftersales. This is often used in industry that guarantees service warranty to their customers.

“ 90% of consumers expect an online portal for customer service.”

– Microsoft

Buyers expect someone to answer questions regarding the product they purchased. It is important to address these problems as it can influence their buying decision.

Source: Dimensional Research

Traditionally, companies reach through their clients’ email address or one may make and maintain a social media account as a portal for communication. This is a great avenue in troubleshooting problems right away.

Outsource: A Viable Solution

If you are having hard time keeping up with releasing products and services to your customers, you need to delegate tasks now. 

Help is on its way as UpSource Virtual Assistants are trained and qualified to handle all your customer affairs. From customer queries to after sales support, we’ve got you covered!