Customer support refers to the process of solving customer challenges and pain points using different channels such via phone, live chat, emails, social media among others. Every interaction support reps have with customers should be initiated and ended by the customer. There is a need for businesses to put a lot of interaction on support teams just like carpet cleaning businesses do. For the success of your business and its long term growth, you must always aim at delighting your customers.
Keeping your customers around for the long run is important due to how expensive it is to acquire new customers. It continues to become more expensive to acquire new customers as compared to retaining new ones. When you are looking for ways to improve customer support teams and building your teams from scratch, it is important to recognize the structure of your team.
Customer Support Responsibilities
There are different activities customer support representatives do on a day to day basis to enhance their operations. Regardless of the industry, you are involved in, there are some types of responsibilities that will be considered universal for the success of any business. At the most basic level, your support teams should be able to perform the following;
– Answer customer phone calls.
– Reply to email requests and questions
– Operate live chat platforms and work on customer requests
– Write and publish informative content on frequently asked questions on what customers need.
– Assist in onboarding and training of new hires so that they can get aligned with team responsibilities.
Customer Support Channels
There is a need for businesses to interact with their customers at the places where customers are. Today, different customer support channels can be key to helping businesses push their agenda. Phone as a channel provides customers with the help they need via phone lines that are managed by customer support channels.
Email ensures your customer support team have a universal email inbox where inquiries and questions can be sent in by customers who are looking for solutions. There are also live chats to managing discussions support has with customers. Social media channels such as Twitter, Instagram among others present a useful way of interacting with customers via social channels.
Some important customer support skills can help you in the delivery of your tasks. Communication is one of the most important skills you will need. Whether it’s when chatting with a customer via support channels, escalating issues to a manager, relaying some feedback, among others, all rely on good communication.
Customer support teams should also have the required product expertise so that they can deliver expected results and answer all customer issues. Customer service teams also need to exercise a high level of empathy as they are required to keenly listen to customers and exercise solutions that meet customer demands. Mental toughness and patience are also important and the key to delivering above-average customer service. Ensure you make the right hires that can deliver exceptional customer service experiences.