Customer support - help and advice that a company makes available to customers when they have bought something
What is meant by customer support?
Customer support is a set of services provided by a company to a customer. It is also a part of customer relationship management. Companies use a Helpdesk to provide customer support. Thus, customers can connect with the company through different types of channels. For instance: Email, Phone, or Live chat.
Firmy pomagają w instalacji i szkoleniu. Ponadto starają się rozwiązywać problemy i zapytania klientów.
What is the difference between customer service and customer support?
The main difference between the two is that customer support is responsible for assisting a customer with technical issues. On the other hand, customer service is about helping the customer use the product/service to its full potential. This is where you engage with customers and grow customer relations. Thus, providing the best value.
If you would like to learn more details, read Customer service vs Customer support.
Why is customer support important?
Posiadanie obsługi klienta jest ważne, ponieważ tworzy lojalną bazę klientów. Jednak korzyści jest znacznie więcej.
Oto kilka korzyści wynikających z dobrej obsługi klienta:
- Higher sales
- Higher revenue
- Customer satisfaction
- Customer retention
- Efficient workflow
What are the most effective customer support channels?
Live chat
Live chat is an important part of every customer support software. It enables your customer representatives to chat or simply approach customers in real-time. It is believed that millenials are the only ones who use live chat. However, there are also other age groups that use live chat. Don’t miss out on live chat and its benefits.
If you would like to learn more, read LiveAgent – Live chat.
E-maile są zwykłą i podstawową częścią każdej obsługi klienta. Niektórzy mogą powiedzieć, że może to być długa forma kanału wsparcia. Dlaczego? Po prostu dlatego, że rozwiązanie problemu / problemu może zająć więcej czasu. Jednak zasięg za pośrednictwem poczty elektronicznej ma zasięg ogólnoświatowy i nadal jest często wykorzystywanym kanałem.
If you would like to learn more, read LiveAgent – Email.
Telefon
Telefon jest również jednym z preferowanych sposobów kontaktu z obsługą klienta. Jest używany przez klientów, którzy mogą nie być obeznani z technologią lub po prostu wolą rozmawiać (dotyk ludzki).
If you would like to learn more, read LiveAgent – Phone.
Social Media (SoMe)
Facebook, Instagram lub Twitter. To tylko kilka platform, na których klienci wchodzą ze sobą w interakcję. Ponadto angażują się w Twoją markę / firmę. Odpowiadanie na zapytania klientów lub pomoc klientom za pośrednictwem SoMe jest obecnie kluczową częścią każdej obsługi klienta. Oprogramowanie do obsługi klienta, takie jak LiveAgent, może pomóc w zarządzaniu zapytaniami SoMe z jednego interfejsu. Dzięki temu jesteśmy w stanie skutecznie odpowiadać i angażować się w różnego rodzaju klientów.
If you would like to learn more, read LiveAgent – Social Media.
Portal klienta / samoobsługa
Posiadanie portalu klienta / samoobsługi jest ważne, aby firma działała 24 godziny na dobę, 7 dni w tygodniu. Dlatego nawet jeśli agenci klienta nie są dostępni, Twoi klienci nadal otrzymują potrzebne wsparcie. Może to być za pośrednictwem artykułów bazy wiedzy, które zapewniają; przewodniki, informacje o produktach, filmy i nie tylko.
If you would like to learn more, read LiveAgent – Knowledge Base.
What is customer support software?
Customer service software, such as LiveAgent creates an optimal workflow for your customer agents that make them more efficient and effective at the same time. The ability that stands out the most is that a customer representative does not have to switch between interfaces while working. Thus, being able to resolve a customer inquiry from all kinds of channels from one place.
One important help desk feature that allows businesses to manage customer support requests is a customer support ticketing solution. It is a type of software that automatically turns every customer request into a ticket which can be then assigned to the appropriate agent or department.
All of the above-mentioned channels are included in LiveAgent.
Other LiveAgent features:
- CRM
- Canned messages/ Predefined messages
- Merge tickets/inquiries
- Rules/SLAs
- Analytics overview
- Video chat with customers and colleagues too
If you would like to learn more, read about all LiveAgent – Features here.
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Frequently Asked Questions
How to define customer support?
Customer service is a range of services offered by an organization to help customers with their problems with your product or services and to support them in getting the most out of using your product. It includes answering customer questions and helping with problem solving.
What are the principles of customer support?
The key to good customer service is, above all, building lasting, good relationships with customers. For this to happen, the customer service team needs to know what customers think is good customer service, stay up to date with customer feedback that helps improve customer service, and look for ways to improve customer service and exceed customer expectations.
What tools to use to provide the best customer support?
In order to provide the best customer service, it is good to use several tools and communication channels that allow for comprehensive service. It is worth engaging in communication using communicators in social media, e-mail, text messages. In addition to these traditional forms, it is worth building communities in groups on social media or online forums, where clients can contact each other and chat with experts. Live chat is an important tool that allows you to chat in real time when a customer needs quick help. Customer service is also improved by a responsive and intuitive mobile application. In addition, the customer service team should have an appropriate system from which they will be able to manage all channels.
Uwaga eksperta
Profesjonalna obsługa klienta to kluczowy element sukcesu każdej firmy. Dobra komunikacja, wiedza o produkcie oraz odpowiednie narzędzia pozwolą utrzymać zadowolenie klienta na wysokim poziomie.
