7 Helpful Technical Ways to Achieve Effective Customer Support
1. Manage your own expectations
Your software means a lot to the customer. So, you need to set a high expectation towards your customers as well as expected more from them. Those not so technical manuals are useful in a business organization because customers will easily understand it.
2. Be responsive
The faster your response to your customer inquiries, the better. But, before responding customer request, it is important to have a right point of view. For example, in sending an email to customer service support, the faster you responded within the next hours the better, so the customer can feel that you have acknowledged his/her email. Whereas, responding the emails on the next day, it is a bad idea as aside from the emails are piling up in your inbox, the more you spend more time replying all. Try to balance being too responsive as this will make your customers lazy because they will just rely on you the whole time asking things, which they can easily look up with themselves.
3. Put relevant pages in your email
You can easily include links in your email if you want to give customers relevant results. The customers might look in this documentation and answer questions in the email then include additional information.
4. Make use of the Feedback
Support includes responding emails and phone calls would give people behind the software a better recognition of how customers think and of the real costs of that any feature.
Is there any way to possibly improve your product? Yes, there is. Try to look at every support request how it should be done. Through feedback, you can continually improve your product and it can greatly reduce the average amount of support time required per customer over time.
5. Be proactive
It increases more support if you seek to use feedback. It is more compensated for by increased customer satisfaction and improved feedback.
6. Don’t think things personally
Do not take things seriously, even if some people are not going to like your software. An unsatisfied customer may send you an angry email yet the best response for this it doesn’t take criticisms personally. In that case, you made the customer having a bad day or they will easily lose their temper. Just show empathy and be passionate to them. Remember, you are the spokesman of the product.
7. Think over again before outsourcing support
Outsourcing your support to the other developing countries could not be that expensive. The possibility of outsourcing is that they would not care whole heartily as much as you do. Thus, it reduces customer’s connection, especially with the feedback that will help you keep improving your product. So, think wisely before outsourcing your support.
Well, it can be frustrating to provide the best customer service support to someone that is less technically minded, you have to remember also that not all people are computer geeks or savvy. Possess a positive attitude at all times, this helps your software business flourish not because of the product but with good customer support.
To find out more about June Spring Contact Solutions’ data management call us at (US) 408 600 2621 or (AU) 08 6102 5588. You may also check our website here. There is never any obligation until you have found the perfect solution for your business.