How To Level Up Your Customer Support Experience

Without customers, you won’t have a business. This is why customer support is so important. If your customers have poor support experiences, you are likely to end up losing those customers forever. Every so often, you should reassess how you provide customer support. There may be possible improvements you are ignoring. Below are just a few ways to level up the customer support experience.

Use the Human Touch

One thing almost everyone absolutely hates is trying to obtain customer support and being unable to communicate with a human being. There is a certain level of automation you can add to the customer support pipeline. However, even with things like a chatbot that answers routine questions, customers will still need an option to communicate with a real live support rep. Whether this happens over the phone, over a chat line, through e-mail, or through some other means can be up for debate. However, without the human touch in your customer support services, you will end up losing customers for sure.

Try Video Support

You can take this philosophy of the human touch to the next level with video support services from companies like Covideo. While talking to a person through the phone or text platforms is one thing, it’s another thing entirely to see that customer support representative face to face. This technology can create videos of service reps answering customer support requests. The videos can then be sent directly to customers via e-mail, text message, social media, or through your own customer support ticket platform. Customers will be impressed with seeing a video of an actual support rep addressing their concerns, and that can produce long-term loyalty.

Track Support Interactions

One thing customers hate is having to constantly re-explain a customer support issue each time they call in. Not only is this system not efficient, but it can also make the customer feel like the company simply does not care about fixing their problem. Instead, you should invest in a customer support platform for your support reps that will automatically supply them with all the information they need when a customer calls in or contacts support through email or some other means. This should include all of that customer’s data including past support interactions. That way, your service reps can quickly review past support messages so they have a better understanding of how to best serve that particular customer.

Overall, customer support isn’t only about providing support to customers regarding their problems. It also means making the customer feel like they are important to the company. This can include using tools such as video recordings or a customer support platform to add that extra human touch to customer service. It is sure to pay off in the long run via long-term customer loyalty.