11 Expert Tips on What You can do to Improve Your Company's IT Support
Published on 06 October 15
Daniel0
Many businesses reserve a large portion of funds for advertising and brand recognition. There can be a huge range of campaigns through conventional channels, such as TV, radio and magazines. A huge amount of publicity can also be generated through social media sites. Unfortunately many businesses focus so hard on attract the customers that they forget to provide enough customer support. The majority of customers who contact the IT support line are left feeling dissatisfied and negative towards the company. The following tips will help to ensure you offer a first class support service:
1. Twenty Four Hour Support
One of the most frustrating things for any customer is contacting a helpline only to be told to call back within business hours. This is not helpful, particularly if your customer works! If at all possible then make sure your support line is open twenty four hours a day.
2. Texting
Many customers now prefer to text in their query and this can actually be easier for companies to manage. Set up a dedicated text line and ensure your customers know the expected response time.
3. Live Chat
When a customer is struggling to decide which item to purchase and needs advice the ‘live chat’ button on the screen can make the difference between a sale or not. Fast response and instant information are the best way to obtain a good customer service reputation.
4. Social Media
Make sure your business is present in all the major social networks; then monitor the communications. Anything which is relevant to you or your field should be noted and positive action should be taken quickly to any complaints or issues.
5. Open All Channels
Depending upon where your customer is they may switch from email to social media or text at the drop of a hat. This is normal behavior for the social world we all live in. If customers are doing this then it is essential to be able to reciprocate and follow them across the channels. Part of this is ensuring you have a robust database which can be accessed from anywhere to give your customer service operators the information needed.
6. Listening
Good customer service is achieved by listening to your customers and showing that you are listening. Respond directly to all queries and keep your language simple; most customers are not interested in technical jargon. Every customer must feel that you will resolve their issue.
7. Self-Service
Providing questions and answers or the ability for a customer to locate their own answer will provide your customer with a feeling of power. It will also save the company resources. Q&A sections on a website and a forum are the best methods for allowing customers to locate their own answer. It is essential to ensure all customers know that support is available as well.
8. On Hold
Nobody likes to be left on hold and automatic answering systems are, at best tedious. You can create an impression of fantastic customer service simply by having a real person answering the phone, add to this a call back option and your customer never needs to wait again!
9. Ticketing
Operating on different sites and social media networks can make it extremely difficult to keep track of all queries and sales. Make sure you have a good ticketing system which will allocate every query a number so that all are dealt with efficiently.
10. Customer Reps
Hire the best customer service assistance you can find and train them well. They are your first line of defense and can save a huge amount not time and resources by dealing with queries as they arise. In addition they will help to raise the profile of the company.
11. Number of Reps
Alongside having good customer reps it is important to have enough of them, particularly during peak hours. There is little point investing all this time and money into your product and staff if you are still unable to provide the support when needed. Well trained staff can make the difference between a positive customer and negative ones; with social media’s impact being huge a negative customer can quickly cause a large amount of damage to any customer. Make sure you have enough staff to avoid this becoming an issue!
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