Customer support is not about making business transactions for the company – rather it is about the customers. It is all about answering their calls before they reach voicemail, make timely responses to their emails and even social media requests.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
Customers would want you to respond within the same business day considering there are various channels that you can do so. So how can customer support make business transactions easier for customers?
- Create a uniform response action for employees. Each employee must have specific response that focuses on meeting the company’s goals but more importantly to meet the customer’s requirements. For instance, answering the phone call of customers within three rings would considerably reduce response time.
- Begin taking actions rather than make promises. Your company must focus on improving customer support by taking action instead of just promises. If it means you have to rewrite the policies governing your service then you should. You must take into account what the customers expect from you.
- Emphasize your company’s strengths but not completely downplaying your weaknesses. Customers would appreciate your honest efforts than watching you try to please them. It gives your company an image of being realistic and practical.
In conclusion, customer support must be a two-way relationship between the company and customers.
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