When a user contacts technical support, it means that the customer is already at a loss. In most cases, the customer lacks an understanding of how a service or application works.
Perhaps, the product is too complex to be 100% understandable at once, or some functions are not convenient enough to use. Perhaps, the customer came across a bug or a missing feature. As soon as the user needs an answer, he or she starts experiencing a desire to talk to technical support. And if the customer cannot find the way to contact technical support within 5-10 seconds, there is a high probability that the user will leave the site.
Have you ever come across services that hid their support button so much that you had to search the entire site to find it? It is unlikely that you still use it. Now online chat on the site is the standard in the world of support and the most convenient communication channel for most users. WriteMyPaper4Me.org is a good example of a site where customer support experts provide effective help that differs with excellence 24/7. A real human will listen to your problem and assign a person with the necessary skill and experience to help you solve it. Most likely, clients are accustomed to the fact that they can write a support message for any questions that arise. When they do not have this opportunity, it reduces the level of trust in the company.
Features of a High-Quality Customer Support
- An omnichannel customer support system
Users apply for support through different channels: via e-mail, chat, messages within the service, Facebook, etc. People don’t care about which channel your support team prefers. They use the method that is more convenient and understandable for them. Technical support will always deal with requests via live chat, e-mail, social networks, and messengers. So that operators do not miss messages and are always aware of the context, it’s necessary to combine all communication channels with technical support in one interface.
The Carrot quest service is used by many sites today as it helps have all your communications in one place. Has a user asked a question in chat but then left the site? As soon as the technical support agent gives an answer, it, along with part of the correspondence, will be sent to the user by mail.
- Trigger messages with an offer to help the customer
Collecting data about the user on the site helps track when he or she has difficulties and sends a trigger message in time with an offer to help. This principle was used by the OpenCRM service, and this reduced the number of angry support calls by 80% since he solved the user’s problem right away.
It should be remembered that there are quite complex functionalities that cannot be made more intuitive. In this case, you can send trigger hint messages at the right time.
- Helpful well-organized FAQ
Make sure the FAQ or knowledgebase really helps users. The communication model with users has changed completely. Previously, if a user was distracted and left the site, the history of communication with him or her was immediately lost. When a client came to the site and contacted support again, he or she had to repeat the question. It was annoying. Most users try to solve problems using online services on their own within five minutes.
To create a really useful FAQ or knowledge base, focus on these questions:
- What keywords users enter when looking for an answer;
- Is there the content that matches these keywords?
- What content users read or watch after searching for keywords;
- Which requests were successful and which questions could not be answered;
- What users were looking for after a failed answer.
You don’t have to learn philosophy and psychology to provide customer support. The main thing is to feel empathy and a strong desire to help the client achieve his or her purpose. Now support is more like a pleasant conversation with a friend or acquaintance. The client is ready to communicate with the technical support on the site, as in a regular messenger: he or she wrote, closed the chat, received a notification about the reply to the mail, read, answered, and so on. All this becomes possible only if the context of the conversation and all data about the client are preserved.