What is it? Customer support is responsible for communications between the company and the buyer who has encountered problems. It helps to find the best way out of the situation, redirect the person's negativity into a constructive channel.
How to create? It is necessary to define interaction channels, assemble a team, train employees, provide them with technical support (communications, software). Then you need to monitor the effectiveness of the service and make adjustments to its work.
The article explains:
Why Create a Custome cash app database Support Service
7 Key Principles of Support Service Operation
8 Steps to Building a Customer Support Service
Support service structure
Customer support communication rules depending on the channel
20 Tips to Improve Customer Service Efficiency
5 Scenarios for Using Neural Networks to Increase Website Conversion by 40%
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Why Create a Customer Support Service
Customers may have difficulties using a product. One does not understand the purpose of the buttons on the device, another does not have time to study the user manual, and a third suddenly has one of the functions stop working. Most customers find it much easier to contact the company and ask a specific question than to figure it out themselves. Companies create a support service (SS) specifically to answer consumers.
Why Create a Customer Support Service
If you can't find the option you need when setting up an application, can't disable an intrusive service, or the Internet is lost, the user can contact the manufacturer directly and get an answer to the question of interest. For the support service, the client is always right, even if the problem arose due to his own fault, the manager will always tell you what to do so that using the product does not cause problems. It is a key link in the communication system between the brand and the consumer, and the following observations testify to this:
Service requirements have increased significantly, as indicated by 67% of surveyed customers.
The level of after-sales service is no less important than the quality of the product or service. This is stated by 80% of customers.
User experience is more important when choosing a product than price, 64% of respondents agree .
The lack of customer support often becomes the reason why a client refuses to use the brand's products and services again. Indeed, what is the point of having a thing if you can't understand all its capabilities and use them, and there is simply no one to answer questions.
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