Support is one of those words that you hear constantly in your day-to-day.
There are many ways in which one can define support in our modern world.
Support, in its real sense, can be defined as empathy or help for someone who’s facing a problem.
But is this where support ends?
No, not at all. Let's explore 5 things you didn't know about customer support.
The definition of Customer Support
First, let's define what Customer support is.
Broadly defining customer support: “it is timely, empathetic and proactive help that keeps the customer needs at the forefront of every interaction.”
Customer support helps a customer to overcome an issue or a problem he/she happens to be experiencing when interacting with the company.
It may also involve finding multiple other ways to utilize your services more productively.
Customer support is the range of services that are being provided by the company to assist the customers in getting the maximum benefit out of the services and products. It also helps the customer to resolve any type of issues found within the services or products.
Currently, the features of modern customer support are the following:
1. Working as the face of the company.
2. Forging a one-on-one connection with the customer.
3. Giving around the clock help via multiple channels
4. Providing myriad opportunities for growth and using a real-time proactive approach.
5. Helping customers to meet and surpass their goals
6. Promoting empathy-driven support service.
7. Utilizing holistic metrics tied to customer satisfaction.
Companies provide these services to prolong their relationship with the customer making them feel like part of a family.
In return for excellent services, customers still want to make a new purchase from the same company knowing that in case of any problem in the future, they will be helped.
This is why is so important to have a tool that's able to provide this level of communication with your customers.
First, the evolution of Customer Support
Customer support started with the advent of call centers in the 1960s. Since then it has undergone significant changes and transformations, and it is still evolving.
The beginning of the 21st century saw the advent of customer care software and companies starting to adapt quickly to one-on-one interactions, which they found to be the key to a better customer experience.
Social media has changed the landscape for customers and companies alike. Companies found out that through social media a new channel of communication was opened, one that the whole world can see.
Thanks to the current technology, companies are able to harness the full potential of these social communities to position their brand at new levels. This applies to small and big companies.
Second, the subtle difference between Customer Support And Customer Service
In today’s rapidly increasing communication networks and competitiveness drove the world, both ‘customer service’ and ‘customer support’ are of crucial significance for any company’s success.
The two terms are often used interchangeably, thus making it difficult to distinguish between the two.
The difference between the two lies in their approach: the former being proactive and the latter being reactive.
Both are indeed intertwined, relying on each other to work properly, but they are not the same.
Third, the New Customer Support
It is relevant to ensure the improvement and optimization of end-to-end customer connection.
It has more to do with technical assistance by providing assistance in the usage of some product or service.
We can see it everywhere in our lives. Electronics, software companies, telecommunication companies, and many others are very much into providing the best support to their existing customers related to their products.
In contrast, Customer Service is about supporting larger non-technical concerns of customers.
It's an interaction made by companies to help their new customer with their purchase options. Even when a customer "knows" what to buy, they can get overwhelmed or simply don't have the necessary information to complete a purchase.
There is an opportunity for the Customer Service Agents.
These trained staff help the potential customer in their decision making answering all of their questions. They also guide the customer to a more beneficial product or service that fits with the customers' needs.
Fourth. Ok, so what's so important about Customer Care?
Customer care is at the core of all competent companies.
It can help you gain the loyalty of your existing customers. In a competitive market, it is pertinent to ensure customer retention and build up customer loyalty.
To do that, companies ensure that their employees satisfy their customers to their needs before, during, and after the purchase.
In today’s world, where one may face many hiccups every day regarding their routine work, it is good to know that there is always someone who has your back. It leads to a sense of relief that there is an actual person who has a better understanding of your problem available for you 24/7.
In the case of a problem after the purchase, the representatives on behalf of the company listen to the customer’s problem. Then they take matters into their own hands and escalate the problem if needed to solve the issue as soon as possible.
This type of action, not only consolidates long-term engagement with customers but also fortifies the company’s success by making a strong and customer-oriented brand.
Finally, what's the importance of customer satisfaction?
To have satisfied customers, the company needs to develop good rapport by managing the perception of the customer and giving them a positive experience of doing interacting with you.
It’s always crucial for a company’s business to have its customers consoled and satisfied. There are different ways of achieving it, but there are a few things that should be ensured at any cost to meet companies’ goal of customer satisfaction.
• 24/7 availability.
• Quick response.
• Competent employees who know about the problem.
• The staff can adjust itself according to the personality of the customer.
• The customer gets all support available as quickly as possible.
• Customers are reached again to know if they got satisfied with the company’s help.
• To ensure that customer will be back if he faces another problem.
Satisfied customers are happy customers. Happy customers are the ones that buy again. These are the best type of clients since they become ambassadors of your brand and provide you with new potential clients in the near future.
So there you have it, the most important aspects of customer service.
Remember to check all the features that Whelp is able to provide to your business.
Contact us today to book a demo and be surprised by all the ways that we can improve your business.