Customer support is usually one of the key aspects of all companies, both small and large enterprises. Moreover, having a reliable customer support system will result in a positive image of your brand. Furthermore, it will be a clear sign that you actually care about your clients and put effort into keeping them satisfied.
Customer Service Enablement
First of all, customer experience enablement is established to nurture life-long customers. Moreover, excellent customer service is particularly important for businesses that have a strong financial incentive to retain their clients. Furthermore, the bar has increased across all industries, and clients are rewarding businesses that keep pace. Moreover, this shift has, in turn, evolved support into a revenue driver.
Customer Service Strategies
Why Good Service Improves Shopping Experience:
Most importantly, customer service requires to be more than a necessary cost of doing business. Moreover, it needs to create value. Fortunately, great support presents an open and direct line to your clients. Furthermore, which means it doesn’t have to be limited to reactive patching of small issues. Therefore, support can result in major improvements to the shopping experience for future clients, and even provide insight on how you can accelerate your business.
Choosing the Right Customer Service Channels:
First of all, the support channels you choose to determine the level and types of customer service you can provide. The critical part is deciding where you’ll meet your customers and how you’ll support them when you get there. Moreover, the right support tools help keep your standards high and your response times reasonably low. It’s unrealistic for most small shops to accommodate every possible point of contact that exists today, but it is essential that you choose support channels that fit your business and your customers’ needs and commit to a presence there.
How to Handle Tricky Support Scenarios:
Most importantly, customer support is sometimes considered a repetitive and straightforward task, but only by people who’ve never worked in the field. While it’s true that some support situations tend to repeat themselves, the average agent is met with challenging and unexpected scenarios every single day.
Skills to Improve your Customer Service:
No matter how great your product is or how talented your staff is, one of the things that customers are most likely to remember is the direct interaction they have with your company. Moreover, a strong company will already have great customer relationships. But a smart company will always be asking “What is good customer service?” Good customer service centers around carefully listening and attending to your customers’ needs and desires. Furthermore, if you are not constantly on the lookout for opportunities to improve your customer service, then your relationships will stagnate.
Metrics for Measuring your Customer Service:
Firstly, numbers can be scary. However, no matter where you start, every part of your business has a handful of metrics that can actually make a difference to your bottom line. Furthermore, customer service is no different. If you haven’t been elbow deep in metrics before, it can be hard to get started. But when you do, you’ll soon learn that quantifying your efforts is the best way to maximize your potential when it comes to customer support as well as business and product development.
Essential Skills to Improve your Customer Service
Learn to Use Positive Language
Being positive doesn’t mean confining yourself to an artificially cheery and upbeat tone. Instead, it’s about avoiding negative phrasing that can cause customers to have a negative reaction. Moreover, positive language focuses on solutions, not problems, and gives people a sense of agency. Phrases like “you have to” or “I need you to” might be straightforward and accurate, but can cause customers to feel the burden to solve the problem is on them, even if it wasn’t their fault. Hence, you can go from negative to positive by making a few simple changes.
Know your Product Inside and Out
Few things provoke customers are like asking a question and getting a wrong or incomplete answer. It doesn’t matter whether you offer an expansive selection of items, you’re drop-shipping, or you’re new to your product category. Furthermore, not knowing your products is like a singer forgetting the lyrics to a song onstage. Moreover, both you and your staff need a deep knowledge of what your product is and how it’s used. Training new hires, even if they’re part-time, should always start with a lesson on what you sell and how it fits into customers’ lives.
Crystal-clear Writing Skills
First of all, one of the biggest causes of miscommunication is writing that’s clever at the expense of being clear. Moreover, creativity is an important part of making a support experience stand out, but your priority is writing clear, direct answers that can’t be misunderstood.
Adapt your Tone to the Context
There are two important concepts in business communication: “voice” and “tone.” Essentially, voice is the underlying style you want your brand to have, and tone is the appropriate style for a specific context. (To see how Shopify handles voice and tone, check out Polaris, our publicly accessible style guide).
Advocacy for your Customers
Traditionally, businesses are expected to have empathy for their customers. But empathy is only a passive first step in the equation. More important than empathy is advocacy. Advocacy is championing the concerns of your customers and being active in identifying potential solutions. Furthermore, advocacy works because it’s easy to identify and understand—it’s felt through action and descriptions of attempted action.
Choosing the Right Customer Service Channels
Most importantly, the support channels you choose determine the level and types of customer service you can provide. The tricky part is deciding where you’ll meet your customers and how you’ll support them when you get there. Moreover, the right support tools help keep your standards high and your response times reasonably low. It’s unrealistic for most small shops to accommodate every possible point of contact that exists today, but it is essential that you choose support channels that fit your business and your customers’ needs and commit to a presence there.
Here are a Few Foundation Channels to Consider.
- Email: Provide fast, asynchronous support
- Social media: Support your customers in the public
- Live chat: Fix customer issues in real-time
- Telephone support: Offer a direct line to your business
- Help content: Equip your customers with answers
Most importantly, customer service sometimes is undervalued due to its reliance on so-called soft skills. That’s an outdated point of view. Support has become more technical in recent years, and many of the most important customer service skills don’t come naturally to most people, even to entrepreneurs, who frequently act as customer-facing employees in the early days.
Moreover, it takes time to become great at the distinct and ever-evolving skill set needed for customer service. But no matter what product you sell or where you support your customers, there are a few essential skills that lay the groundwork for all the rest.
End-User Tools or Application
Most importantly, businesses today rely on the work being done by staff using personal computers. Moreover, the proliferation of personal computers has led to the widespread implementation of end-user computing applications. Furthermore, as their name implies, end-user applications are designed, implemented, and controlled by users rather than by IT professionals. Besides, End-user applications can be risky for organizations, both with respect to management decision making and financial reporting.
EUC (End-user computing) also covers the technologies that IT professionals use to provide access to these resources, such as:
- Windows management and security tools.
- enterprise mobility management software, which includes mobile device management and mobile application management.
- desktop and application virtualization platforms and management tools.
- enterprise file sync-and-share services.
First of all, in an attempt to simplify this process, vendors began offering products and services designed to work across multiple areas of EUC. Examples of these products and services include:
- Firstly, tools that provide monitoring and management of both physical and virtual desktops and applications;
- app refactoring, Furthermore, which uses virtualization to create mobile-friendly versions of Windows and web apps;
- workspace suites, moreover, which aim to provide centralized consoles where end-users can access all of their required applications and data, and IT can securely manage that access;
- unified endpoint management (UEM), moreover, which allows IT to apply and enforce mobile device management policy on Windows 10 PCs;
Common Types of End-User Computing
- Business Rules: First of all, tools that allow users to configure business rules from a user interface.
- Scripts: Constrained scripting languages designed for end-users. For example, an office productivity suite that allows users to change a wide range of information processing functions with scripts.
- Configuration: Most importantly, highly configurable software that allows users to achieve a high degree of customization without touching code.
- Fifth Generation Language: Mainly, a programming language that seeks to solve problems input by users as opposed to accepting algorithm input from users.
- Bots: An application or web platform that allows users to automate things with bots implemented with a user interface or scripting language.
- Mods: Tools that allow users to change and extend games.
- Analytics: Tools that allow users to explore data to build dashboards and reports.
- Skins: Mainly, a toolkit for changing the user interface of an application with a skin.
- Visual Programming: Visual environments that generate code. Moreover, possibly highly constrained to a particular task such as automating a robotic arm.
- Artificial Intelligence: First of all, artificial intelligence is a class of software that can learn based on exposure to training data. Tools that allow end-users to train AI to solve a particular set of problems is a potential alternative to coding.