Prioritizing customer support is key for turning potential customers into loyal proponents of your brand. However, without an efficient system for managing support requests, you risk customers slipping through the cracks and turning to your competitors instead.
Implementing a strong customer support system isn’t difficult, though. By empowering customers to solve their own problems and setting up organized ways of managing more complex requests, you can ensure that you never leave a customer with an unsolved problem.
In this article, we’ll discuss what customer support is and why it’s crucial for the success of your business. Then we’ll share five tips on how to improve yours. Let’s get to it!
Understanding Customer Support and Why It’s Important to Your Business
When you think of customer support, you may imagine helping clients choose the right product, or addressing their dissatisfaction with your business. These are important, but they’re technically related to customer service, not customer support.
Though the terms are often used interchangeably, there are subtle differences between customer service and support. While customer service offers everyday guidance, customer support refers to ongoing help you provide with your products or services. The latter is especially associated with the IT and technology industries. Support teams often help customers troubleshoot technical problems or explain how certain systems work.
Without a customer support system, anyone who encounters an issue or becomes confused while using your products or services has no solution to their problem. This can quickly lead to poor User Experience (UX) and dissatisfied customers.
Plus, a strong support team can help increase customer loyalty. It’s more cost-effective to maintain customer relationships than to build new ones, and loyal customers can help promote your brand for free, saving your business money on marketing.
What You Can Do to Improve Your Customer Support (5 Tips)
Once you have a system in place, maintaining excellent customer support is simple. These tips will help you set up a strong foundation for your support team so you can approach customer problems in an organized and efficient manner.
1. Provide Resources to Help Customers Solve Problems on Their Own
A hands-on approach is valuable in many customer support situations. However, sometimes it’s better to just get out of the way. Enabling customers to solve their own problems lets them troubleshoot simple issues quickly, while freeing up your time to deal with complex problems.
Supplying a Frequently Asked Questions (FAQ) page is an easy, user-friendly way to accomplish this. By listing common problems and their solutions on your website, you make support highly accessible. Adding an FAQ link to your site’s menu will ensure the page is easy to find, too.
A blog is another helpful resource for customers. While your FAQ page may have limited space, a blog provides an opportunity
This article was written by Will Morris and originally published on ManageWP.