It can be tempting to design a support process around what your business needs, rather than what your customers want. But the reality is, the customer support experience paints a customer’s perception. It can have a lasting impact on customer loyalty, their buying behavior, and future customer interactions.
By making sure your customer touch-points are well designed, you can improve your customer’s overall experiences. Here are five things most customers want from a customer support experience.
They want it to be quick
No one likes to wait, especially for a service one has paid for. Your bottom line depends on whether you resolve your customers’ issues in an appropriate amount of time or not. Customers value having their issues resolved quickly, and many of them will not hesitate to take their business elsewhere if you do not deliver on time.
They want it to be easy
Your customers won’t make an effort to solve a problem, especially if they perceive the issue to be your fault. When your customers reach out for service, they are taking time out of their schedules to communicate with you to solve their issues. Make sure that your support system is truly approachable, customer-centric and as user-friendly as possible.
They want it to improve their experience
Successful service recovery can actually increase a customer’s loyalty towards your brand. By resolving issues and updating them proactively, you can help them understand what needs to happen and why. This will help connect you to your customers and will help you form a stronger relationship.
They want to prevent future issues
There are a few key ways to prevent future issues with the same customer. To begin with, always employ good documentation practices to track any and all interactions with a customer. Next, understand the typical follow-up issues that often occur. Finally, ask open-ended questions at the end of the service conversation designed to reveal typically related issues and to give you the chance to solve them on the spot.
Towards a better customer support experience
Support experiences are important parts of the overall customer experience. Create effective and pleasant support experiences with Smart Platform.
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