Hello, I am Adrian from FeedCheck and today I want to share with you some tricks regarding the way in which customer support can be improved.
- Listen to your customers.
- Reduce the response time
- Offer gifts
Listen to your customers
Give your customers a way to provide feedback
Often customers don’t know where to put a question or a complaint about your product. They search through your website for a customer support and if they find it, great. On the other hand, if your customer support is hard to find they will complain on forums, blog, Facebook and last but not least, on retailers’s websites. The retailers’s websites are really important. Other customers may arrive there with good intentions (buying intentions) but after seeing the complaints, their decision can be changed. It’s very important to show your customers that you are available to listen and to deal with their complaints.
Reduce the response time
If we are talking about the response time, it is very important to be quick. Nobody wants to wait a long time after posting a question. In the Internet era, people are expecting a very low response times (like Google: you put the keywords and Google brings the results immediately). If you don’t respond quickly, the user can publish his complaints on forums, Facebook and other locations and the effects can be the same as the ones mentioned previously.
Offer gifts
Everybody loves gifts, discounts or free trial periods. You can offer nice gifts to your customers that have a problem regarding a product. Of course, you can do this only after you have fixed their problem.
Another interesting article in regard to this topic is: https://www.surveymonkey.com/mp/6-keys-improving-teams-customer-service-skills/
Image source: http://www.fusionbposervices.com/blog/social-customer-services-personalize-customer-support.html