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Top 4 Reasons Why your Support Service is not Snapping up your Customers

Published on 16 October 13

When our current plan doesn’t work, either we try to amend it or resort to other plan. Most decision makers love the idea of ‘there should be always a plan B’. This also applies to customer support service. Whether you provide support service though live support, email or via phone, you can’t ignore your customers any second. You need to be there all time for excellent support experience. But most businesses are still skeptical about the benefits of self-service portals and live chat support.

Question arise among decision makers whether to continue with these support or not. Are they providing the value that our business expects? And, how frequently these support services are used by customers? So many questions and confusion over either have it or not have it? But, today one thing is clear, traditional support services are not just enough. Even, companies want things that are out-of-box and provide 360 degree customer delight.

So, rather than dropping the idea of implementing certain customer support, it is important to clear the point of difference. And how the roles of your customer support services such as live chat or self portal will help you differentiate yourself from competitors. But of course, keep an eye on your budget as well to ensure you don’t have to stretch yourself later.

One good way to do this is to focus on an established benefit that your sales team and customer support team can recognize. Extract out what are things that concern your customer in a variety of way. It can be done by analyzing the past customers’ complains and problems.
Do what your customers exactly need. And what customers prefer today is:

Uniqueness: At the first encounter, if customers say ‘wow’, it is going to work for long run. Try to create some individuality and uniqueness in your service. Because, when things go in right direction, they help us in way, but when they go wrong, then you might not control everything instantly. So, it is better to snap up a very unique position in the marketplace.

Personalization: Customers love when they find personal touch in any offering or service. Most customers like being able to customize things on their own. See how Google is providing personalized experience for more awesomeness. When it fits it works quite well.

Design & Usability: People love the appearance very much. When something nice comes across our eyes, we try to stay there. That’s human trait! One of main reason of successful live chat support is definitely how cool it looks.

Functionality: We prefer one brand over others is because of the functionality and necessary features we get. So it is important to implement those features that customers expect all the time. It would better to have Top 10 best features rather than thrusting the solution with unnecessary features. Attractiveness is achieved when people get what they want and make of the most it.

In addition, the other common benefits for customers like superior performance, instant engagement, convenience, and quick resolution to the problem, all make for important elements to highlight in a value proposition of your customer support solution. So, plan, set the direction, and budget it to begin with implementing customer support service that every customer not just wants, but need.

Experience customer service in modern way with Live2Support live chat
Sam Jackson lives his professional life as a writer, marketing content developer, blogger and consultant. There is something profoundly satisfying in expressing what you want while earning in the process. Visit blog

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This blog is listed under Development & Implementations and Enterprise Applications Community

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