5 Ways to Show You Care with a Great Support Desk
Did you know that 85 percent of consumers are willing to pay more for a better customer service experience? According to these statistics, not only are consumers concerned with the quality of the product they are buying, but they’re concerned with the overall experience and support a business can provide them.
If you want to let your customers know how much you care, it’s important to start thinking of ways you can implement a support desk. With a support desk, you can reach out to customers, interact with them, and listen to their feedback in order to improve. Below are 10 ways you can let your customers know you care with a great support desk.
1. Genuinely Interact with Your Customers
According to Kissimetrics, customers who receive a positive experience and are happy with the support go on to tell 4 to 6 other people about your business. Not only can giving your customers excellent support help you retain your current customers, but it can also help you gain new ones.
Genuinely interacting with your customers via your support desk can help better your customer’s experience, making it more likely that they will leave happy and satisfied. Here are a few things you can do to make sure every interaction you have with your customers is genuine:
- Always address your customers by their name
- Let your customers know your name
- Talk to your customers like you would talk to them in person
- Never use form responses or responses that seem too formal and robotic
- Always use a respectful yet friendly tone.
- Don’t be afraid to show some of your personality and connect with your customers on a social level
2. Show Your Customers Respect
While word of mouth can be a positive thing for your business drawing in new customers, it can just as easily have the opposite effect. If your customers have a negative experience, 58 percent of them are likely to tell others about their experience. Bad customer service can not only cause you to lose current customers but can prevent you from gaining new ones.
An easy way to avoid having bad customer support experiences is to always show your customers respect when interacting with them. Make sure you give them time to air out their issues, be sympathetic to their situation, and be polite no matter how heated the situation gets. Remember that while a customer may be taking out their anger on you, they are really on frustrated with the situation.
Keeping your cool during situations like these can lead to positive benefits like gaining valuable feedback that you can use to improve your business. And remember, when in doubt the customer is always right.
3. Create a Knowledge Database
Creating a knowledge database within your support desk system is a great way to streamline your responses and get more done in less time. To start, it’s a good idea to gather the information and answers to some of your most commonly asked questions. This way whenever a customer comes to you with one of these problems, you won’t have to waste time typing out the same answer over and over again. With the information in the knowledge database, you can just copy and paste it over. Even though you already have a response written out for you, don’t forget to make each answer personalized and friendly.
Each time you get another question that’s not already in the database, you can use the information pulled to answer it to create another entry in the database. That way when someone else asks the same question again, you can be ready.
It’s also important to keep track of the questions that are being asked. If your customers are all coming across the same problem, is there something you can do to solve the problem permanently rather than put a band-aid on it? Listening to your customers' feedback is important for improving your support experience and your business as a whole.
4. Make Sure Your Support Desk is Optimized for Mobile
Customers in today’s tech-oriented world are no longer only seeking support from a desktop computer. It’s important that you optimize your support desk experience so it’s just as easy to access it from your phone or tablet as it is a computer. The easier you make it for your customers to access your support, the better their experience will be.
Aside from being optimized for mobile, you should be thinking of all the ways your customers will want to reach out to you. The more ways your customers can reach out to you, the more likely they will come to you for help and to work out their frustrations instead of calling it quits. Here are some ways you can optimize your support desk experience:
- Phone calling—a lot of people find it easier to explain their problems over the phone rather than in text. Offering phone support can help you reach a different customer base.
- Video messaging—offering a face to face customer service experience is a unique way to help your business stand out from the crowd.
- Text messaging—let your customers reach you via the convenience of their mobile phone.
- Instant, live chat option—this is an easy way for customers to reach you on any of their mobile devices quickly. Just make sure you’re online to respond to chats instantly.
- Email—a slower method, but still preferred by some customers. This is a great platform to provide detailed solutions to not so urgent problems.
5. Hire a Team of Professionals to Manage Your Support Desk
Creating a professional and streamlined support desk experience for your customers can take a lot of time and work. Hiring a team of professionals is a great way to relieve some weight off of your shoulders and give you the freedom to focus on the aspect of your business that you’re the best at.
With professional support desk services, teams can create and implement your support desk as well as provide the power to run it. From creating a knowledge database to handling customer problems, and responding with in-depth solutions, you won’t have to worry about anything.