For any business, providing quality customer support is just as important as offering top of the line products or services. However, on many occasions businesses tend to ignore the voice of their customers and thus end up incurring the wrath of their customers. Realizing the potential, many companies have developed a customer-oriented approach and employed it to pull ahead of the competition.
It doesn’t matter what they a customer is doing, whether they are purchasing something or are looking to file a complaint. Your business should be well equipped to assist them at every step of the process, making sure that their needs are addressed effectively and efficiently.
Now the million dollar question is how should your customer support team interact with your customers and accommodate their requests? Let’s explore a couple of tips and tricks that’ll help you improve the managed IT services Gold Coast and IT support experience for your customers.
Reduce the amount of emails
Many IT support personnel experience this problem, they spend countless hours going back and forth with emails, sending messages back and forth. While the process can continue for days, your support team needs to ensure that they ask as many relevant questions in a single email to get as much information as they can and troubleshoot more efficiently. It will help them avoid all the back and forth with the client.
Set appropriate expectations
You need to provide a realistic time frame to your clients for every support case. Let them know when you’ll be able to fix their issue. While this may sound like common sense, but people tend to take time sending messages to the clients requesting support. It’s not only courteous, but it also helps you keep a paper trail should any other issue arises.
Have documentation readily available about the “known bugs” related to your products, which should include possible solutions or at least workarounds for the known issues. By providing such a knowledge base for everyone, your IT support department can cut down on the repetitive support requests, freeing up a lot of time and making the whole process lean.
You can never get ahead of all the customer issues, no matter how proactive you are. Be it a survey at the end of the call, or an email sent out to the clients after their support request is fulfilled, this will help you understand the good, the bad and the ugly experiences your customers have.
Make it easy for your customers to leave feedback about their support experience, and make sure to incorporate their feedback into your process. This will display that you’re actively listening to your clients and that you genuinely care to address their needs and wants.