There is no need to remind how crucial Customer Care is. The numbers speak for themselves: companies which pay insufficient attention to Support service lose billions of dollars yearly. How not to repeat their mistakes.
Just keep in mind the following tips and go ahead creating up-to-date Support Strategy.
It has never been a secret: providing efficient support to your customers increases trustiness and loyalty to your product/service. Satisfied clients should be the main purpose of every SaaS company – that is pretty obvious, isn’t it ? According to the statistics, support section is one of the most visited section on a website. Especially, it makes sense for leads, that are not your clients yet. In this case provided support determines their further action: to stay or to leave.
Sometimes even one tiny part that is missing can disbalance the whole business process. As a result, a business owner can fail in a few spheres: provide weak support to his customers, have not enough time to build marketing strategies or improve his product/services, etc. In most of the cases, the assistance of outsourced company may work wonders. For instance, if you hire skilled support team, you will be sure that your customers get replies to their questions while you are busy with business development.
When the concept of All Hands Support first emerged in the framework of customer service, it has created the buzz among the SaaS companies. Companies touted this new term as a new ground in the field of customer support management, the pinnacle of cross-company customer service collaboration.
We live in the customer centric era. Business relationships have made a significant shift from a less-personalized role of “supporting” the customer by troubleshooting and solving occurring issues, to the goal-driven “success management,” provided through the understanding of client’s needs and making every effort to guarantee the top-notch user experience.
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so”
Mahatma Gandhi
Over the past several decades we all have witnessed the rapid growth of the Internet-based business. For now, it seems almost impossible to run a competitive company without internet-marketing, online-databases and, unsurprisingly, online support.
“The crisis of yesterday is the joke of tomorrow.”
H. G. Wells
Unsatisfied customers are, most regrettably, a fact of the business environment. Nevertheless, you should always keep in mind that you are in business to serve your customers. And the better your service is, the more loyalty you get from them. The way you respond will determine whether the customer goes on to share the negative experience on social networks or instead rave about your excellent customer service.
Today’s economy is developing rapidly. Companies throughout the globe struggle to go hand in hand with recent developments. Nobody wants to miss the boat and fall through the cracks, right? Nevertheless, a lot of businesses fail to appreciate the importance of handling of customer conversations, one of the most important functions company has. Suddenly, it makes your customer support contractors among your most valuable assets. In order to be ahead of the curve, you should literally bend over backwards in your workings with clients.