Issues can come up at any time; however, companies need to offer support solutions, resolving issues for the clients rapidly. However, what’s even more crucial is to provide clients with different ways that would allow them to contact customer care.
Most companies work with traditional methods, giving only a few options for contacting them. However, it makes it difficult for the customers to reach out for support service in case there’s a lot of traffic for the same issue.
That is why we’re illustrating the 5 most important ways that every company should adopt for offering customer support to their clients. Let’s check these out now:
1. Phone Number
The foremost way for contacting any brand or its customer support is by phone number. Phone numbers make it easier for clients to communicate directly with the relevant brand’s representative and get their issues sorted.
However, the company itself should be competent enough to handle a high level of escalations. For instance, customers of Windstream, one of the well-reputed internet companies, can simply contact Windstream phone number and get their issues sorted through its 24/7 available customer support.
What’s interesting is that customers can always get connected to its support irrespective of the time, and get their issues sorted right away. This makes it easier for the clients to trust the brand since they know they’ll get assisted right away.
Customers can easily be relayed regarding whether their issue will be solved right away or not through the call. Representatives can understand the problem right away and apply certain fixes. In other words, the communication on a phone calls is way more seamless than other methods and should surely be robustly implemented.
Emails are one of the most commonly used methods for communication in business and the online world. From customers to businesses, emails make it easier to list the issues and problems faced, add or remove concerned people, and get an effective timeline for the solution.
Moreover, it keeps things official, making it easier for the concerned people to respond on their own at their given timeline. The only reason why emails don’t compete with phone support is the delay that occurs in the communication.
For instance, the client and the support team might be available in different time regions. As a result, the customer will be raising a ticket for an issue; however, the support, if not available 24/7, will not be able to respond in real-time.
As a result, the customer will keep waiting for a response. Similarly, the support will also be waiting for a response. Hence, a block in the communication will occur that will make things difficult to handle.
Apart from this, emails are a great way of communicating since it makes it easier to contact others within the same time zone.
3. Social Media Profiles
With digital presence considered a must for any brand, using social media profiles to communicate with customers is a highly preferred mode these days. The reason is that most of the customers are reaching out to brands after viewing the featured ad on social media platforms.
Considering this, companies can easily input live chat or even messenger options on these ads that would allow the customers to communicate with the support. Whether they want to know more about the listed offer, ask for discounts on other items or buy, chat support will surely prevent customers from backing off just because there wasn’t anyone to help them understand the offer.
In doing so, customer support on social media profiles can also be used to communicate promotional content, ask for suggestions, or entertain queries while entertaining issues or any problems listed by the clients.
4. Live Chats
A good reason why live chats are amazing is that it reduces the count of phone calls and emails that are received by the support team. Listed on the website of any brand that you’re visiting, live chats make it easier for customers to get assistance as they scroll through the page and the listed content.
For instance, if someone is looking for internet services from any internet provider, they can visit different pages of the internet company for information. While doing this, the live chat can be used for getting instant information and quote from the representative.
If a customer is looking for internet service near him but he’s not aware that the company isn’t operating or offering the certain service that he’s looking into. Chatting on live chat with a representative will save time in this case for sure.
In this way, companies can facilitate customers by including live chats on their websites so that customers can reach out during their visits.
Within the segment of social media chats and live chats, chatbots make an amazing addition whilst giving good control of the matters for support. Chatbots are automated response tools that allow answering customer queries with pre-defined responses.
It’s a great way to embed self-service options and can surely help to improve response rate whilst reducing the workload for phone call support. Using self-service responses, customers can be guided towards potential solutions, saving their time and your resources.
However, chatbots must be trained to understand customer responses. It has to be aided with machine learning so that it can understand different queries and responses. On the other hand, it can be added with only closed-ended options and responses, making it easier for customers to respond accordingly.
Improving customer service experiences should be one of the top priorities of any company that wants to strengthen its presence within its clientele. Using the aforementioned methods, companies can elevate their performance in this matter and can engage clients accordingly.