3 Ways to Improve Customer Support
Brands can spend up to hundreds of thousands of dollars on customer research, app conceptualization, and deployment. Unfortunately, the same brand that invests such funds into a project often sees support as a negative, rather than as an opportunity to engage with the customer in a personal way. Customer support is one of the first points of contact a brand will have with its customer. App engagement, brand engagement, and adoption are influenced by the perception — positive or negative — that a customer gets when dealing with a company. Improving that perception is a process, a climb. Below are three tactics you can exercise to improve an overall customer support strategy and move toward higher customer satisfaction.
Incorporate Live Chat
Of all customer service channels, live chat has the highest satisfaction levels.
And there’s a simple reason why — live chat is, well, live. It allows your support team to meet your customers at their exact moment of need. It’s instant. And it lets users interact where they are, right on their screen. No Googling for contact information. No crafting elaborate emails to start a conversation. No digging through site pages for a phone number. All it takes for customers be heard is to type two letters in a chat box: “hi.” And it saves headaches and costs too. Chat gives your support representatives the ability to easily document questions, usage habits and other important pieces of data that result from every interaction. Over time, it makes life easier when it comes to spotting patterns, conducting root-cause analyses and saving money by solving the root challenges. A win-win for you and your customers.
Offer Social Support
Social media is widely considered the digital listening, with the vast majority of U.S. adults using at least one social network:
- 68 percent of adults use Facebook
- 28 percent use Instagram
- 26 percent use Pinterest
- 25 percent use LinkedIn
- 21 percent of adults use Twitter
This trend has increased exponentially, with social sharing via mobile climbing reaching more than 72 percent. Customers are on social, and through social they share everything. Having your support team monitoring and engaging via social is extremely important when it comes to building a positive brand perception. Incorporating social media monitoring tools into a customer support strategy can allow your support team to engage with your customers soon after they share, which can be especially useful if a customer is sharing a story about a bad experience. The engagement (at least at the beginning) is public, generating a positive perception from those who observe the interaction. Research your customers and learn where they share, then engage with them on those channels.