The customer support industry has evolved a lot over the past two decades, and today it is one of the key components that allows you to stay ahead of your competitors. No amount of marketing can make up for bad customer experience, and there is nothing that can ensure customer loyalty like superior and professional customer support.
If you want to have superior customer support, there are certain tools and elements that you must use to achieve higher customer satisfaction. Here, we will discuss the most important elements for high quality customer support, as well as how knowledge base tools allow you to create this superior service.
A website is so much more than a mere online store, it is also a customer support agent. After all, there are no employees present in your online store, so the website itself is practically a customer support agent. However, for your website to be effective and to drive conversions, it needs to be well designed.
To clarify, you should give your users the ability to become registered members and keep track of their purchase history, so that you can create a more personalized shopping experience. Second, you need to have quality images and an insightful product description, so that there is no reason for a user to communicate with a salesperson in the first place.
Users need to be motivated to become members and there should be an instant reward or perk for deciding to join your community, like a discount on a first purchase. The website should be optimized for small screen devices, and it should have an easy-to-navigate interface. This will make shopping easier and users will simply have a positive experience.
If you are to provide users with good customer service, and if you want to come off as a reliable provider, then it is imperative that you are available on multiple channels.
This means you need to have a quick email response, you need to be available on social network chats, you need to have a live chat on your website, as well as a video call option. You can also add a call center to the equation since it has not become completely obsolete, as some shoppers actually prefer this way of contacting customer support.
The reason why this is so important is because everyone is embracing the so-called “on demand” principle, where users are satisfied in the shortest time frame possible. In other words, addressing user concern instantly is what matters.
Of course, problems cannot be solved instantly, at least not all of them, but if your users know you are on it, and if you have immediately answered their call, it will score you some positive points. Furthermore, knowing that you can be reached on multiple platforms will also make users trust you more, and the communication will be more convenient.
Quality FAQ page
The FAQ page is your golden ticket towards superior customer support because it can eliminate the need for customers to rely on you in the first place. If your customers can resolve technical issues on their own, your support team will be free to address those issues that other users cannot deal with.
Moreover, a quality FAQ page it makes it easier for the support team to help customers in general, since they have the answers written down and explained, and all they need to do is send a link to the customer in order to help them.
So, if you want an FAQ page that can aid your customers, you need to have well-written tutorials on how to resolve certain problems, as well as a searchable database. This allows your customer to find a solution by typing in a search quarry and the answer doesn’t necessarily need to be provided from the FAQ page.
If you have an article, blog content, or even a comment in the forum section that resolves the issue, it should appear as a viable solution.
Professional customer support team
Superior customer service warrants a team of highly skilled professionals. Your staff should be fully competent and well-trained on how to address user’s concerns, as well as how to answer technical product-related questions. This can be achieved by allowing your team to undergo professional training.
You can create an online training program that can be easily accessed by your employees, and they will have an opportunity to learn in a media rich environment. These online courses are great because they are able to adapt to all learner types, and course attendants are also tested in order to qualify for the next stage of the course. In other words, they get to advance at their own pace and learn in the most effective way for them.
How does knowledge base fit in?
As you can see, all of these features are crucial for achieving great customer service, and with an online knowledge base you can fully utilize all of them. With knowledge base tools and their integration capabilities, you can create an online course for your employees and increase their proficiency.
You can use it to create a more personalized shopping experience on your website, as well as to increase your accessibility by implementing a live chat feature. Furthermore, by compiling relevant data, you can create an insightful FAQ page, as well as helpful articles that your user base can rely on. In other words, with quality knowledge base tools, you can make all of these possible and successfully increase your customer loyalty.
To sum up, it is crucial to have a good support service, if you want your business to advance. Considering how quickly you must respond to get the best user reviews possible, it’s best to rely on the features that were mentioned in the article. Do not forget that at the very core of these elements is a reliable knowledge base.
Guest Author’s Bio: Robin is a Technical Support Executive. He is an expert in knowledge management and various knowledge base tools. Currently, he is a resident knowledge management expert at ProProfs. In his free time, Robin enjoys reading and traveling.