You can suggest the most booming product ever, but if you don't have a team that will help people to use that, you will not succeed. Let's be open, there exists no perfect product/app that users people can use all by themselves, there are always questions that should be asked, let alone the glitches that can happen anytime! One more thing, there are always users that are too lazy to find something on their own, so they need a guide.
Here is where the Customer Support team rises and shines!
What Is Customer Service?
The act of offering assistance to both potential and existing customers is known as customer service. Client service representatives typically respond to customer inquiries via phone, email, chat, and social media interactions, and they may also be in charge of developing material for self-service support.
Here at BoomTech, for example, we define customer service as the act of satisfying our users by providing quick and meaningful help approaching each of them individually.
What is GREAT Customer service?
Great customer service brings about not just adhering to industry best practices such as respecting customers' time, maintaining pleasant manners, and providing informed and resourceful resources, but also going above and beyond to exceed, rather than just meet, expectations.
How To Provide Great Customer Service
There are tones of guides and methods how to deliver the best service to your customers, well, this is our credo which we adopted during all those years of hard work.
1. Know The Product
As we have our products, it is initial for our Support agents to know them A to Z.
A broad understanding of your product is an important customer service skill. You should ideally believe in your product, be able to discuss features and use cases intelligently, and demonstrate to your consumers how the product may benefit them – not to mention troubleshoot any issues!
Your goal is to make sure your consumers get the most out of their purchases and feel like they received a good deal. Make it a point to understand everything you can about your product so you can wow your consumers with timely recommendations for additional features and services.
2. Quick Response
The surveys show that 66% of people say that the most crucial aspect of any online customer experience is valuing their time. A key component of strong customer service is rapidly resolving client inquiries. Speed should be a priority, especially for minor concerns that don't require a lot of time to resolve.
Even if you think that this is not a thing you can solve alone, let your user know that you got his message and working on it, so people will know he doesn't approach you in vain.
3. Be Emotionally Intelligent
A good customer service agent can relate to anyone, but they're especially good with irritated customers.
Rather than taking things personally, you should intuitively grasp where the other person is coming from and know how to prioritize and pass on that empathy quickly.
When a customer service representative can show genuine empathy for an unhappy customer, even if it's simply by repeating the problem, it can help to both appease (the customer feels heard) and actively satisfy the customer (the customer feels validated in their frustration).
4. Be A Real Person
This is what they need. The studies show that 40% of the users turn the chat down when they meet a chatbot. So your answers should not be robotic, act like a human. Customers like to deal with people rather than businesses. Ask them how they feel today, say thank you like you mean it, make a joke and share your favorite song. Obviously, this isn't possible for everyone, but going off script and adding a personal touch when you can is a crucial approach to show your consumers that you know who they are and that they matter to you.
Kristin Smaby in her ”Being Human is Good Business,” states that “It’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.”
5. Be Extra Helpful
Being helpful often entails anticipating your client's needs before they ever get the opportunity to express them. In reality, customers may request one item without realizing they require something other. It is your responsibility to anticipate and meet their requirements.
One of the most important things you can do to provide excellent customer service is to go the additional mile. When you've checked off all the boxes but still want to do more.
Customers want to be treated as people rather than some tickets in your shift. For customer service growth, humanize them.
The customer Service sphere gives you endless opportunities to create your own bicycle, just follow the instructions.