Customer support is having a transformation. In today’s highly competitive, digital-first world, offering responsive, relevant help to your consumers is more crucial than ever.
Being where your customers are — and helping them solve their problems — should be a top focus for every organisation, whether it’s via email, texting, social media, or the phone.
What is customer support?
Customer support refers to the set of services you provide to assist your customers in getting the most out of your product and resolving issues. Answering client questions, assisting with onboarding, troubleshooting, and upgrading customers to a new product or service are all examples of customer support.
These services can range from call centres (phone support) to ticket-based help desks and email assistance, from self-serve knowledge bases to increasingly personal sorts of customer care utilising tools like Intercom, depending on the business.
While some firms use terminology like customer service or even customer success interchangeably, the bigger concepts should remain the same – ensuring that your consumers obtain the most value from your offering.
“Each consumer should feel as if they are having a one-on-one conversation with a company.”
We have always prioritised one component of customer service over all others: we avoid assigning clients a support ticket or number when they contact us since the people on the other end of the line are not numbers. Without a doubt, we believe that some ticketing routines are useful, if not vital, behind the scenes, and that it is difficult to handle complex requests without them.
However, treating your customers like statistics rather than individuals makes it difficult to develop the kind of empathy that is necessary for effective customer service. That isn’t to imply that some client questions or segments require a quicker first response than others, but it is critical that your customer support team is equipped with tools and philosophies that enable them to interact and communicate with your consumers.
Customer service should be tailored to the individual. Every consumer should feel as if they’re having a one-on-one conversation with a company, rather than submitting a one-time support ticket that isn’t considered as part of a larger relationship. As a business, this necessitates responding honestly, personally, and proactively within a fair time frame.
And today, because of quick advancements in automation, we can use systems like Resolution Bot, which can answer 33% of your most frequently asked questions correctly, drastically boosting the speed and efficiency of your customer service.