In an era where technology plays a major role, customer support is not just about providing solutions or answers. It is also about imparting knowledge – which is actually the basic theme of all forms of customer support like social CRM and automated support.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Product knowledge gives employees an edge over tech-savvy customers. Since customers know how to do their own research and the Internet can provide them basic information, there is one thing they can never achieve through research – detailed knowledge about the product.
When customers call customer support, this does not automatically mean they have issues or problems. At times, they are calling because they needed to understand what the product is and what better way to provide excellent service by giving them the information they needed that they cannot find elsewhere.
Deep knowledge about your product will make customers appreciate the authority you have as opposed to allowing them research on their own. Not all customers are tech-savvy – which is why you should be able to wield communication skills through customer support.
When a customer support employee think and does things this way, customers who call you for advice and knowledge are assisted in their decision-making, which could result to a sale and perhaps generate a loyal customer out of them.
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