Customer Support: Why Is It So Important for Success?

Few years ago, Paul Graham from well-known startup incubator Y Combinator wrote a brilliant article called “Do Things That Don’t Scale.” One concept he wrote about stroke us as a genius thought. He digged into a little thing called “Delight” meaning being attentive to customers at a level of service that makes them feel that “signing up with you was one of the best choices they ever made.”

Frankly, we agree with every single word and we have adapted all principles at our company to the mentioned holy grail of delightful customer service. Best possible customer experience is not only an opportunity to make your customers happy, but also a way to gain valuable feedback.

Where to start? What could be the first experience your customers are going to have with you? In many cases, they will immediately turn their focus to one of the most visible parts of your website – that nice blinking live chat button or a contact form.

This is when your relationship starts. This is the moment when you can shine, be persuasive and convince your visitors that not only your product is fantastic but you value them as a real person. It may sound a bit “over the line” but simple live chat experience can determine the destiny of your business relation in the future.

Have a look at real examples:

This is how you build relationship, right from the start…

What your customer will remember is the whole experience in total. That is the reason why you need to make it deeply personal. To achieve this you will need the right people and right tools that may come in handy.

As Graham writes, “I have never once seen a company lured down a blind alley by trying too hard to make their initial users happy.”

This is the exact moment where LiveAgent can help to show your excellence. Now, we are going to present key features of our product. Remember, you can’t start a fire without a spark…

Live conversation is a good start

recent study shows, that live chat is the answer. It adds unique, human element to whole interaction process with your customers. Every single person from your support team is a specific individuality with particular skills. Let them shine and make your customers feel the spirit of deeply personal experience. It is that simple. Just use live chat.

Ticketing system

Issue solving process may start as a simple conversation, but eventually you will need a powerful system behind. Ticketing is essential for help desk software and LiveAgent has lots to offer in this space. None of the queries should stay unanswered and you would need records.

This is when ticketing system jumps in. In today’s world, there are many communication channels how to contact you as a company. It does not matter if a customer decides to use e-mail, live chat, contact form, phone or even Facebook and Twitter – LiveAgent can handle that with ease.

Helpdesk software makes time management easier

Do not worry that you may get overwhelmed and lost in loads of inquiries. LiveAgent offers automation tools that will help you to create simple and easy to understand workflow for your agents.

The system can automatically assign tickets to particular departments or agents. You can even set specific interval for a ticket to be resolved and make a tag that will imply urgency without manually touching anything. Right rules in the right place can make all the difference in support space.

Complete FAQ and knowledge base solution

Direct interactions with your support are not always necessary. That is why you should have a good look at self help section. LiveAgent allows you to create complex, yet easy to use knowledge base, FAQ or even discussion board, where your customers can help each other.

Invest time and resources into creating rich articles and guides for customers and your agents. Also, do not forget to take good care of your knowledge base and always keep it up to date. We can assure you that this investment will return and your support team can focus on specific issues, rather than explaining same thing over and over again.

Sophisticated reporting tools

Now it’s time to measure performance of your support team. LiveAgent provide complex set of tools for analysis. You can turn your eyes to specific departments or specific agents. Want to know how busy is your support team? Check the number of incoming emails, chats or messages from social networks. Comprehensive set of reporting tools will help you to be flexible and make ad-hoc decisions based situation you have found yourself in.

Last, but not least

Dear Owner,

We are speaking directly to you. You should never ever underestimate the importance of your support. We are very well aware that you have great product, great marketing and even better executives. You are selling like there is no tomorrow. Do not be short sighted, think ahead. In ever changing world around us loyalty counts. 

You do not want to be just an opportunistic money machine. Make your customers love your products. How could you do that? Well, answer is simpler than you might have thought. Take good care of your support guys and they will make your clients happy. Do not forget that your helpdesk team is the one, which is doing most of your customer-facing daily operations. Listen to your employees. Invest in their training. Be supportive. Respect those guys. They earned it.

Matej Kukucka

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