Articles
3 Customer Support Hacks
by Global Employees Software Development CompanyFor most developers, agencies and designers, customer service might be a burden, and slow down the day, stifling the process of creativity. It does not need to be – below include three things you can try when you hire website designer in India to turn support from an enemy to your ally.
Make Support Flow
If support is irritating, consider the point of view of a customer. They are in touch because something went wrong and cannot find the solution to their question. Make sure you have the measures in place to deal with this and avoid poor customer support.
As with your sales funnel, channeling consumers to buy something, support must be considered a funnel, and direct customers to the proper place to locate relevant solutions to their questions. For instance, if you are fielding support questions from Twitter, email, contact forms, Facebook… STOP. Direct every query to one centralized support location, one contact point which customers are able to locate answers or directly reach out if necessary.
Sketch your support process flow out, identify important pinch points – in which customers are becoming lost. Put as much documentation on the Internet as possible, ideally prior to any ticketing or email systems, and aid customers in helping themselves.
Support flow - capture question, direct over to a support center, and to a contact form that is connected to support ticketing software or email.
Select the Proper Tools
Email is fantastic for one-on-one communication, yet how good is it at keeping track of persistent questions, assessing time spent upon support, as well as delegating problems to the right personnel? Ticketing systems handle those points, yet present their own problems – who wants to log on to a different ticketing system simply to post a reply or check the status of a support request?
Some attempt to use a forum to provide support; however, experience dictates otherwise. As it might be good for a paid-for product or community project, customers are going to have very little tolerance for the thread hijacks and digressions which seem to be par-for-the-course when it comes to forums. Managing a community and keeping the discussion on topic isn’t conducive for great support.
Tools like HelpScout provide the best of both worlds –a support ticket may be made from a web form or emails. They then can be dealt with like any additional tickets – tagged, delegated, notes added. However crucially, it is all transparent to a customer, the response is directly sent to their inbox and they may simply push reply to follow up on their question.
Listen to Feedback
When you hire website designer in India, keep in mind, documentation feedback is exceptional for gauging how well a walk through or guide is hitting the mark. Feedback ought to be easy and quick for a customer. Evaluate feedback on an aggregate basis, as a single irate customer might be an exception, yet persistent similar comments include an indication that more action must be taken and regular assessment of customer feedback includes an excellent beginning point for refining the overall process of support.
Make Support Flow
If support is irritating, consider the point of view of a customer. They are in touch because something went wrong and cannot find the solution to their question. Make sure you have the measures in place to deal with this and avoid poor customer support.
As with your sales funnel, channeling consumers to buy something, support must be considered a funnel, and direct customers to the proper place to locate relevant solutions to their questions. For instance, if you are fielding support questions from Twitter, email, contact forms, Facebook… STOP. Direct every query to one centralized support location, one contact point which customers are able to locate answers or directly reach out if necessary.
Sketch your support process flow out, identify important pinch points – in which customers are becoming lost. Put as much documentation on the Internet as possible, ideally prior to any ticketing or email systems, and aid customers in helping themselves.
Support flow - capture question, direct over to a support center, and to a contact form that is connected to support ticketing software or email.
Select the Proper Tools
Email is fantastic for one-on-one communication, yet how good is it at keeping track of persistent questions, assessing time spent upon support, as well as delegating problems to the right personnel? Ticketing systems handle those points, yet present their own problems – who wants to log on to a different ticketing system simply to post a reply or check the status of a support request?
Some attempt to use a forum to provide support; however, experience dictates otherwise. As it might be good for a paid-for product or community project, customers are going to have very little tolerance for the thread hijacks and digressions which seem to be par-for-the-course when it comes to forums. Managing a community and keeping the discussion on topic isn’t conducive for great support.
Tools like HelpScout provide the best of both worlds –a support ticket may be made from a web form or emails. They then can be dealt with like any additional tickets – tagged, delegated, notes added. However crucially, it is all transparent to a customer, the response is directly sent to their inbox and they may simply push reply to follow up on their question.
Listen to Feedback
When you hire website designer in India, keep in mind, documentation feedback is exceptional for gauging how well a walk through or guide is hitting the mark. Feedback ought to be easy and quick for a customer. Evaluate feedback on an aggregate basis, as a single irate customer might be an exception, yet persistent similar comments include an indication that more action must be taken and regular assessment of customer feedback includes an excellent beginning point for refining the overall process of support.
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About Global Employees 
Software Development Company
131 connections, 0 recommendations, 442 honor points.Joined APSense since, June 23rd, 2016, From West Sacramento, United States.
Created on Dec 31st 1969 18:00. Viewed 0 times.
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