Quick Tips Video: How to Provide Great Customer Support
The happier your customers are, the more likely they are to be in it for the long haul. Watch the latest episode of Quick Tips to find out how you can provide remarkable support for your customers.
By Monica Montesa May 26, 2015
In a world where consumers have the upper hand when deciding what businesses they purchase from, providing stellar customer support is kind of a big deal.
But how big of a deal is it, really?
A majority of consumers – 89 percent – have stopped doing business with a company altogether after experiencing poor customer service. Additionally, 70 percent of purchases are based on how the customer feels they’re being treated.
And those hefty numbers can’t be ignored.
Customer happiness is essential to not only keeping up a positive brand image – it’s vital to the success of your company.
So how can you easily create a remarkable customer experience for your customers?
Watch the latest episode of quick tips to find out:
You can also read the transcript here:
Olivia (O): Hi, I’m Olivia.
Monica (M): And I’m Monica. Welcome to another episode of AWeber Quick Tips.
O: It’s no secret that customers are the lifeblood of your business. In fact, the happier your customers are, the more likely they are to be in it for the long haul.
M: So how does a business turn every customer experience into a remarkable one?
O: Well, for starters, you should get familiar with your customers.
M: Ask yourself this: Who uses your service the most? What are they looking to gain? What tools do you provide to help them reach their goals?
O: Putting yourself in your customers shoes can help you determine the best way to support them.
M: Once you figure out who you’re talking to, you can begin to look at the different support tools available for connecting with your customers.
O: Everyone is different. It’s super important to provide avenues of support that will help all of your customers meet their needs.
M: Luckily, there are four customer solutions options that should be on your radar.
O: Solution 1: An FAQ or Educational Resource Center
M: This is great for your customers that want to learn more about your products and services.
O: It’s basically a one-stop shop for customers that want to do a quick search on a topic or a common question.
M: Be sure to include a contact form or support information. If your company offers email, phone or chat support, let your customers know!
O: Solution 2: Email
M: If you’re a solopreneur, email is an excellent way to stay in touch with your customers and prospects.
O: In this case, filters are your best friend. Setting up a separate folder or inbox for questions and support inquiries will free up your inbox and make things easier to manage.
M: Some other ways to manage an influx of emails include preparing a document with pre-made responses to common questions and organizing your inbox by date, so you can reply to inquiries by when they came in.
O: Providing a timely response goes a long way to make a customer happy. If you find managing your inbox a little too daunting, there are numerous productivity tools to help you along the way.
M: Solution 3: Online Chat
O: If you have a built-out team dedicated to helping customers, an online support platform is the perfect route for quickly assisting them with their needs.
M: Online chats not only save time, but make it easier to multitask and help multiple customers at once.
O: Solution 4: Phone Support
M: While people may be texting more than ever, don’t give up on phone support just yet. This is another super quick and easy way to address customer concerns.
O: But remember, your team members are brand ambassadors for your business, so some degree of training should be in place to ensure your customers are getting the most accurate information.
M: And that’s it for today! To quickly recap, here are the four customer solutions options you should consider: An education resource center, email, online chat and phone support.
O: Want more AWeber Quick Tips? Sign up for our blog newsletter to get the latest videos straight to your inbox and be sure to follow us on Twitter and Instagram for more digital marketing tips and trends.
M: Thanks for watching!