Every business needs some type of customer support. Without it, you’re leaving your customer satisfaction and retention rates up to pure luck! If your customers have a good experience, they’re likely to stick around, but a bad experience without intervention means you can lose them for good. However, you don’t always have the means to offer direct support (especially when first starting out in biz) which is why you should consider moving your support system a little closer to them. Here are four examples of what that means….
Don’t keep their info hidden from them
Moving customer support closer is all about streamlining it, so customers don’t have to rely on your support team as often, but can solve issues themselves. One way to do that is to make sure they don’t have to get in touch with members of your team in order to solve basic queries, such as looking at and changing their own account and order information. Having things like trackable orders and past purchase information available from their account on your website or user-facing platform will help both them and your team save a lot of time.
Give them the answers ahead of time
Most of your customers are not going to have wholly unique concerns that require a lot of problem-solving to fix them. In most cases, you’re going to find a few issues tend to repeat themselves. As such, by creating informational resources that your customers can read, such as an on-site FAQ, you can offer them the tools to fix their issues themselves. Sure, some of them are going to need your direct intervention, but there are plenty who will have no issue with working on their own initiative either.
Don’t leave them hanging when they need you most
The customers who are closest to conversion or need a little push towards retention are those who are most worth your time and direct intervention. You should prioritize who gets support based on those lines. One of the best ways to ensure that happens is to choose a CRM that lets you track your customers and clients throughout every step of their life cycle. This way, you can reach out when it’s most likely to have the most positive effect. You want to be able to reach out to all customers, eventually, of course, but it’s important to prioritize based on which are most likely to further support the business.
Get them to help one another
In software, the term “super user” refers to users who aren’t part of the internal development team but have expertise in using and troubleshooting the software. Your products and services can have super users, too. If you have a strong and devoted customer base, creating forums or community question and answer sections can help them answer each other’s questions, meaning you may not have to get directly involved as often.
Your team should be more responsive to the customers who have the greatest need for their support and, what’s more, you should offer your customers more tools to help themselves. Hopefully, the four examples above show you how!