Whether you’re a small group of website designers or a large business with global operations, effective customer support management has to be your key objective.
Utilize customer support system to respond to every query efficiently; be it related to sales from customers or just regular queries from clients.You need to make sure that every query is heard. Sending a request via mail or some web based form increases the number of communication platforms for your customer, hence it's necessary for your business to be at the top of its game.
Customer service lets you handle the issues over the phone as well as email. Customer service is important for a company for several reasons. Firstly, the company's survival will be difficult without customer service, as there will be no staff in place to look after the payments or answer queries from prospective customers/clients.
Still many organizations do not give customer service the kind of importance that it needs. Customers are often treated as a liability whereas they are a valuable resource responsible for shaping your product and brand.Customer service is extremely vital for a company because it is mostly the only way of connecting with a company. Customers are a vital entity of an organization.
Many customers invest a lot of money every year in a company. Hence, when they have a doubt or issue with a product, they expect the company's client service department to look into and solve their issues promptly.
Customer service helps an organization differentiate a company from its contemporaries. For example, you can't quite tell how different two small-town drug stores are from each other, definitely not if their prices are the same. Ergo, putting a little extra effort into improving customer service may be something that will give one drug store a better recognition.
Companies with good customer service are likely to get repeat business from their customers leading to bigger sales and profits. But companies with poor customer service stand a strong chance of losing customers. It costs of a lot more for a company to attain a customer than to keep them happy and secure. Hence, the more efforts you put into maintenance of good customer service, the more it'll pay in the future.
It is known that when a customer has a happy and positive experience with a particular company's customer service, he/she will tell their colleagues and friends about it. Thus, good quality customer service is a definite source of publicity for companies. In contrast, if a customer has a bad customer service experience, he/she will definitely spread the word about it amongst people.
Consumers can register a complaint with the Better Business Bureau or the Consumer Affairs if they are unhappy with a firm's customer service. Every organization needs to remember that a consumer is secure under the Federal Trade Commission. Customers do have the rights to sue the company if they are not provided with proper services.
Communication is pivotal for business growth and software such as live chat can be very helpful. To make communication with your customers better, it is important to efficiently use the online communication facilities. In this way, your clients can communicate with you easily via e-mail or a contact form.
No need of pushy phone consultants or recording messages. Several software firms provide live chat software in different languages, hence there is no language barrier or loss of business. You can efficiently increase your online business traffic and boost your online sales.
Issue-centric or human centric customer service?
- An issue-centric customer service concentrates on issues on the basis of cases. This approach completely detaches the customer from the company. Issues are looked after by an available agent and resolved on a first-come-first-serve basis. Agents have very little knowledge of the customer, and at best, they can locate case histories with the help of customer's email address.
- A human-centriccustomer service is for the people. Every component of this model is humanized, acknowledging customers like real people enduring everyday life struggles. It recognizes customers as a valuable resource and respects them
Benefits of a customer support software
1. More Value for to customers
When your customers have an issue and need help, they will be confident to buy your company’s products and services if you have a structured help forum. Customer support software will value your customers and increase your repeat purchases.
2. Easier communication with Coworkers and Customers
Self-service software system is the best way to communicate the answers to the most frequently asked questions. Overall, this system can drastically improve the communication between customers and help desk executives.
3. Increase customer service executive's productivity
When customers look for answers inside a forum, the customer support staff gets more time to prioritize on other tasks. They won’t have to manually generate a help desk ticket because the software does this automatically. Hence, the staff can focus on important assignments and issues providing a better service to customers.
4. Receiving help 24 hours a Day
Through a customer support software system, your customers can receive support at any time and consequently they are less likely to call during the day or send an email. When customers know that their answer can be easily found, they will be happier because they won't have to wait.
5. Efficiency Improvement
Increased efficiency means your customer support staff will receive lesser inquiries, i phone calls and emails, and they'll be able to focus on other important tasks. An automated help desk software can simplify the work process and save more time.
6. Lower Operational Costs
A customer support software will lower your operational costs. It will significantly decrease the number of help desk executives needed, meaning lesser expenditure on salaries and personnel expenses.
Purely customer oriented marketing, making relationships with your customer’s concrete by proper communication results in customer loyalty. When things go wrong, customer loyalty comes in as they cut you slack. If you tell them that you’re working on a resolution, they believe you!
It almost costs 7 times more to attain a new customer than it does to retain a present one. Keeping the existing customer happy is more important than trying to find new ones. A happy customer leads to better business growth as these customers give out referrals. To ensure that you’re delivering a product that satisfies your customers’ requirements, build the product around their stories.
These stories will serves as your use cases for product development and test cases during product release. The word “relationship” brings up effort, time, and resources into picture. A good customer support model concentrates on building relationships leading to cost-effective and scalable business solutions.
Working as Digital Marketing Executive at SoftwareSuggest, Abhishek Dorik loves to share his expertise on Software Research and Discovery. He has a keen knowledge in software performances and its importance in the Industry.