Customer support is a fundamental part of a company business, it’s all in the ability to provide to customers what they expect.
A customer service worthy of its name, is based on the knowledge of customers, their targeting is a fundamental point for the creation of an assistance service that meets their needs, and which offers more benefits than they actually need, because a customer that is satisfied not only about the product but also about the entire pre- and post-purchase process, is a loyal customer.
The most important questions to ask ourselves are: at what age group is related our business? How our customers communicate? What they want?Once we have considered all of this factors, we are able to establish the planning of our company customer support.
Undoubtedly, the most used tools are: telephone, instant messaging services, emails, FAQs and, why not, even tutorial videos and “how to” manuals.
- Telephone is the tool of support par excellence, perfect for the resolution of complicated problems in tight time frames. The direct relationship between the customer and the operator allows a deeper human contact.
- Instant messaging services often substitute the telephone support and the advantage of their use consists of the possibility to send text messages but also images and videos.
- Most of the times, emails are the only one tool used by customer care departments. They meet the requirements of the greater part of customers, but, differently from the two previous instruments the contact established is less human.
- FAQs, that are the most Frequently Asked Questions and their corresponding answers, are another of the most used tools. To these, we can add even tutorial videos and “How to” manuals, all known as indirect instruments.
The perfect support service has to provide all of these tools of communication with the customers. To not be underestimated, the willingness and courtesy which must characterize the operators. They have to always treat customers in a respectful manner, taking into account their needs, opinions and suggestions.