If you are in business, you should never underestimate the value of having a good customer support system. When asked about their experiences, most people list poor customer service as one of the top reasons why they are unlikely to have repeat interactions with some businesses. Some of the best practices for customer care support for businesses that provide technical support are:
Reduce Their Effort
By reaching out to customer support, chances are that the customer is already feeling frustrated and impatient. To make them have a good experience, reduce the effort they have to make in order for their issue to be solved. Do not make them make many more phone calls, write emails, or go through many other processes that make them feel even more frustrated. Making them go through a long process to get customer care services will make them resent the company.
Hire The Right People
Customer Care should not just be a reserve for the receptionist and a few individuals. The whole company should understand the importance of customer care. Everyone who is working with the company should be trained on the importance of giving the best technical service while maintaining proper customer care practices. Every manager should remind employees that they are all representatives of the company and how they treat customers gives a general picture of what the company is about.
Constantly Collect Data
One of the best ways to serve customers better is to get to know them and their specific needs. This means that your business should always be collecting data using the legally and morally accepted ways, and using the data to improve the customer’s experience. Whenever a customer reaches out for technical support, take all the information you can get so that you do not have to keep asking them the same questions anytime that they call. You can use software to help in collecting and sorting out data.
One of the mistakes that people who are providing technical support always make is to assume that every customer who calls understands technology. It is an easy assumption to make, especially for people who have spent their lives demystifying technology that they start believing everyone else shares the same interest. Good customer service requires that you be very patient with those seeking customer care by explaining to them the basics.
Expand Your Reachability
There is nothing as frustrating for customers as trying to reach a company and not knowing how to go about contacting them. Good practice dictates that businesses should have their contact details on their site, including physical location if possible. In this era of social media usage, companies should explore options such as using social media platforms to respond to the needs of the customers. You should also make it a habit to give prompt responses and not waiting for a reminder before responding.
Learn to say “sorry” if you need to apologise. Sociologists say that apologising lowers tempers and will increase the chances of the customers coming back. Your tone, even when you are on phone or responding to emails, tells a lot about the value that you place on customers.
Always remember that customers will always remember how interactions with your business felt. If they feel that you disregarded them, or gave them unsatisfactory customer care, then you can be sure that you have lost them.