Making customers smile must be one of the goals for a company and this is the reason why customer support exists in the first place. It is not only the job of the support team or your IT department when somebody submits a support ticket. It is everybody’s responsibility – from the administrative staff down to your sales force. How then can you make people face you with a grin through customer support efforts?
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Engage: Always engage your customers in the conversation. If this attitude runs in the culture of the company, it gives customers the impression that your company is willing to take the extra mile necessary to please them.
Make them feel like they’re part of the company through your conversations with them. When you ask a question, make sure that it is an open-ended one that will promote a detailed answer.
Don’t make too much upselling. A big mistake of some company is they try to do too much upselling. When people buy something, it is a probability that they needed another product related to what they purchased. However, this does not mean they needed everything in one go. Offer only one or two products that you think they needed immediately.
When it comes to customer support, customers appreciate it more if you think using their perspective.
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