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9 Proven Customer Support Best Practices To Keep your Customers Delighted

Chris Miljanovski

Keeping your customers happy throughout the entire buyer journey is imperative if you want your business to be successful, continue to grow, and to increase retention. Below we discuss the nine most important best practices for any business to deliver excellent customer support.

To keep your customers excited about your product, you need to not only listen to what they are saying but listen for the things they aren't telling you: the doubts, the questions, and the hesitation. Making a customer happy isn't easy, and there isn't one right way of doing it, but there are several steps you can take to make sure your customers are satisfied. 

Are you making good on your promises?

A satisfied customer should always be the number one goal of your business. Without that, you don't have a business. Even if you believe in your product or service and know it's excellent, without someone to purchase it, you have nothing. 

It all starts from the very beginning conversation you have with a potential client. While you're giving them the best sales pitch you can, you need to make sure you deliver on each of the promises you make. You also need to make sure your customers can reach you and get support throughout the entire buyer journey by doing the following:

  • Schedule regular follow up calls with your customers to see how they're doing and to show that you care 
  • Make yourself reachable at all times if your customer has questions 
  • Be realistic and don't promise anything you can't deliver on

If you have too many customers to keep track of, consider automating follow-ups by using a platform like VOIQ, which allows you to schedule those follow-ups with conversational A.I. More on that below.

Be available everywhere

Use every communication channel possible. There are several ways to get in touch with your customers, and you need to be able to leverage them all. 

  • Telephone – be available when they need you to be for a quick chat, video chat or update
  • In-person – some people prefer discussing important buying decisions in-person
  • Website – Make sure there are ways to reach out to you on your website 
  • Social media – respond to your customers promptly on all your social channels. You need to always be on top of social media to make sure you're presenting the right image to the public. Showing you care and are efficiently engaging with customers can go a long way. 

Giving customers a variety of options on how they can communicate with you will cover all the bases and ensure each demographic is represented. 

Consider implementing automation

One of the main questions business leaders are always asking is, how do we make sure that you don't have to hire linearly as the number of customers increase? And how do you optimize your customer support streamline without becoming a cost center?

The initial implementation to achieve these objectives is to automate support as much as possible, making sure it aligns with your sales team.

We might all be thinking it, although the majority wouldn't want to say it out loud, the truth is that as a B2B company, it is ineffective to wish to provide priority support to all customers. This doesn't mean that you shouldn't support your customers, only that not all your customers are equal. There's an understanding that many of the challenges customers present are precedented. At the same time, levels of support need to be created based on the revenue and importance of the client.

Divide your customers into three support slabs and make sure you have processes planned out for each one of the sections.

1. Sales Support

2. Premium Support

3. Priority Support

 Divide your support queries into three groups

1. High Priority/ Critical: Affects the operation and effectiveness of the product

2. Mid-level priority: issues with minimal to no effect on core operations and features

3. General queries: No impact on core operations and features

Once you set your support slabs and query section. Choose the type of automation accordingly.

Using VoiceBots Automation

Platforms like VOIQ allow you to structure VoiceBot conversations according to the most requested type of support. Using VoiceBots would not only allow you to manage the volume of calls and customer requests at an adequate speed, but it will also attain essential data that can help you improve systems and optimize your customer support streamline.

VOIQ is also the only platform capable of creating outbound VoiceBots scheduled calls. An opportunity to seamlessly integrate your customer support efforts with the onboarding, customer success, or customer retention departments. Effectively planning follow-up systems such as automated Renewals or Reorders, outsourcing Data Collection, Support Ticket Follow-up, Automate Customer Surveys, and even Schedule Appointments.

Using Email Automation

Similar to Voicebots, email automation should be to design the system in a way that it minimizes if not eliminates all routine/mundane tasks.

It is always better to combine automation efforts such as VoiceBots and Email, etc. Many platforms are helping in creating triggers and automated systems to optimize your customer support efforts, Zendesk is one of the most popular platforms for B2B companies.

The most basic yet comprehensive list of essential automation should include:

Creating tags or tickets with the specific type of issues/questions raised in the form built on your website.

1. Assigning priority level based on the kind of customer and scale of the issue

2. Automation to send email to the customer

3. Program closing period in case no response, delayed response because the answer is not as immediate as using a VoiceBots, the customer might never notify you if the problem hasn't been solved.

4. Automation to move tickets to the second level escalation team in case a ticket is not resolved.

5. Use email to notify your customer where in the process is their issue standing. Will a rep be calling them? Is a specialist reviewing their case?

There are unique aspects to each industry, but if you follow the necessary steps, you're creating a baseline for good practices.

Have a process encouraging feedback 

Feedback may not always be positive, but you must get it so you can continue to improve how you manage your business. Without feedback, you may not even know you're doing something wrong or right. After you've made the sale and your client has purchased your product or service, get their feedback on multiple things like:

  • Ask your customers about the product or service itself and what the positives and negatives of it are
  • Ask customers to share feedback about their buyer experience and whether they received enough support during it
  • Ask customers if you made good on the promises you made when the journey started

The most crucial objective of your customer service goals is always to show you care, always try to problem solve, and always make your team available for help. Customers want to know you're putting your best efforts to help them and make them happy.

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