Users of any service always have questions, doubts, or problems using the product. These are the customers that are extremely easy to lose. A well-organized support service helps to correct the situation and restore user loyalty.
The quality of the customer service chatbot affects repeat sales and the acquisition of new customers. Other people’s comments that the manufacturer of a good solution ignores user requests are unlikely to pass by those who are still only interested in the range of similar products on the market.
Conversely, a solution whose customers say that all their issues are resolved literally “on the fly” is gaining popularity. After all, potential buyers need the business to work with a minimum number of failures that do not affect financial performance.
Signs of a good customer support worker
It is essential to hire support staffs with empathy who want to help people. Yes, technical skills and knowledge also matter, but this is secondary.
If an employee wants to help customers, he will learn anything. You need to help him: share information and experience. If the specialist is not interested in solving other people’s problems or is not interested in the product, he is not happy with the work – then knowledge is useless. You will constantly waste time on artificial motivation, but nothing will change.
If we talk about specific skills that you should look at in a resume, I advise you to build on who the project needs and what conditions it will work. When the project is international, the more languages a support person knows, the more valuable it is to clients. For another project, perhaps multilingualism is not so significant, but knowledge of various mobile platforms or operating systems is essential.
Rules for communicating with the support service
Finally, I will say a few words for those who are “on the other side” – for clients. There are three pillars of successful communication with a support person.
- Provide a complete description of the problem/question.
Specify what you wanted to do, what function you used for this, what went wrong. A detailed description of the problem will allow the support employee to navigate in which directions errors could occur. He will work through your question from all sides and give the most helpful answer.
- If possible, take a screenshot. If you immediately visualize the problem, you will have to explain less.
It is worth noting in the picture that it is not clear to you which option does not work which button you pressed. In some cases, it is easier to take two or three screenshots and number them to show the situation’s dynamics. This will free you from having to write a long story.
- Pay attention to the working hours of the support service – not all services work 24/7.
If you don’t get a response on one channel, don’t immediately try another – it might just be non-business hours. Do not duplicate the appeal from the chat to the mail to get a response as quickly as possible. Better clarify your request, prepare screenshots, and detail the problem. And as soon as the working day begins, the employee will receive your detailed message and will be able to respond to it effectively. Another option is to use the project’s knowledge base to try and solve the problem yourself. This is usually much easier than it looks.
Conclusion
Customer support is a vital section of a company. It helps determine the inbound sales vs. outbound sales of the company. Chatomiser is a perfect company that can help increase your deals with customer support services.
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